---

Frequently Asked Questions

Is the item in stock?

We try to update our inventory as often as possible, however, sometimes our manufacturers run out of stock before we can catch that. 

As soon as we receive your order we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.

If your item is on backorder or unavailable we will reach out to you via e-mail and you will decide whether to wait for the item to become available or cancel your order.  

Do you offer any discounts?

All our current deals and discounts can be found here: https://modernblaze.com/pages/modern-blaze-coupons. 

Do you offer trade discounts?

Yes. Details of the program and how to apply can be found here: Trade Membership Program.

Do you price match?

No, we do not. Our goal is to offer the best possible prices to our customers while respecting agreements with our manufacturers. As an authorized dealer, we are legally obligated to not set our prices below the minimum prices provided by the manufacturers. We can not price match any other sellers on the internet who are dishonest and violate these agreements.

When will my order get shipped?

Many items ship Same Day (if ordered by 11am EST, Monday-Friday). Transit times will vary, but delivery should be expected within 2-5 business days.

All other items should ship within 2-7 business days of your order date. Transit times vary depending on location, but you should expect delivery within 4-12 business days of your order. You can check the status of your order here: Order Status 

Please refer to our Shipping Policy for more details.

What shipping options do you offer?

We offer free standard shipping to the continental US. Lighter items get shipped UPS or FedEx Ground and larger items get shipped LTL freight. If you need a faster delivery or White Glove delivery, we can get you a quote. To get a quote, email support@modernblaze.com and include the name of the item you would like to purchase and your shipping address. (Expedited freight shipping cost usually starts at $500).

Can you guarantee delivery?

Generally, you should expect delivery within 2-12 business days of your order. However, we cannot guarantee the time that will take FedEx, UPS or a truck freight carrier to deliver your package. That is completely out of our hands and is determined exclusively by the workload and delivery schedule of a particular freight company. 

Please track your package online or on the phone with the carrier. Our information is limited to the information they provide. We have no influence over carrier's operations and we cannot make a package within their system move any quicker.

We do not issue refunds if your package is not delivered at the time you want it. Please order early to avoid disappointment.

You can track your shipment here: Shipment Tracking

How does the fireplace come when it is shipped to my home?

Smaller, lighter packages (under 100 lbs) generally ship in one carton via FedEx or UPS ground. Larger and heavier items will be shipped LTL freight. Ethanol and gel fuel is always shipped separately.

Do I have to be home when my order is delivered?

FedEx and UPS do not require a signature and will leave the package in a suitable place near your door.

For freight shipments, you have to be present at the time of the delivery to inspect the package and contents for damages and sign the delivery receipt.

Please refer to our Shipping Policy for more details.

What is your return policy?

Unused, resalable merchandise in new, uninstalled condition and in original packaging may be returned for a refund within 30 days of the delivery date. Shipping and restocking fees are non refundable*.

*Our return policy does not apply to Amantii, Anywhere Fireplace, Dimplex, Duraflame, Classic Flame, Remii, and Sierra Flame products. These manufacturers do not accept customer remorse returns for any reason. If you are interested in purchasing one of these brands, please make sure you take all the correct measurements you need before placing the order. 

All return request must be submitted in writing and sent to returns@modernblaze.com

Please refer to our Return Policy for further information.

How do I cancel my order?

You can cancel your order free of charge up to 48 hours after the order was placed and if the order has not been physically shipped. All unshipped orders canceled after 48 hours are subject to a $40 administration fee.

If your order has been shipped, a standard return procedure applies.

Submit your cancellation request to orders@modernblaze.com 
Refunds will only be issued to the original credit card that you use when placing your order.

Has my order shipped?

We will send you tracking information within 1 business day of your order leaving the warehouse to the e-mail address you provide when checking out.  

If you do not receive tracking information from us within 8 business days of your order feel free to follow up with us at orders@modernblaze.com and include your order number in the email.

You can track your shipment here: Shipment Tracking

When will my order be delivered?

Transit times vary by location. Delivery should be expected within 2-12 business days of placing the the order. 

We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date

You can track your shipment here: Shipment Tracking

What if my order is damaged during shipment?

All damage claims including FedEx, UPS, and freight must be submitted in writing within 24 hours of delivery. Please take pictures of the box and the damaged item(s) and email them to us: damages@modernblaze.com

Please inspect the packaging of your item(s) when they are delivered (for freight) or as soon as UPS or FedEx drops off the package.

For freight deliveries: you must inspect the box and all the items in the box for damages at the time of delivery. If you notice any damage you should make a note on the delivery receipt “CARTON DAMAGED” when signing for delivery. Then take pictures of the box and the damage item(s), and send them to damages@modernblaze.com within 24 hours of delivery.  We will process a damage claim on your behalf. 

Do your fireplaces have any guarantee?

Yes, we only work with the manufacturers that offer a 12-months and more manufacturer's warranty for all fireplaces and burners, excluding accessories and ex-display items. If a product develops a fault within the warranty period, please contact the manufacturer directly. Some of the manufacturers offer online warranty registration, you can find this information on our website: http://modernblaze.com/pages/warranty-registration.

Please note that misusing your fireplace will void your warranty and you will not be eligible for a replacement. Make sure to read the product manual before you start using your fireplace. 

Do you have a showroom?

No, we do not have a showroom. Our store is 100% online - this allows us to eliminate unnecessary expenses and pass these savings on to you by offering much lower prices compared to any retailers.

Where are you located? Can I pick up my order myself?

Our fireplaces are shipped from several different warehouses. Please send us an email to support@modernblaze.com for information on a particular product. Make sure to include a complete name of the product and the state you are located in. 

Do you charge sales tax?

We do not collect sales tax from our customers, except for the customers located in Indiana. 

Where can I find the manuals on the website?

Installation Manuals can be found on the product page of each fireplace in the “DOWNLOADS” section.

Where can I find the Tech Specs on the website?

Tech Specs can be found on the product page of each fireplace in the “DOWNLOADS” section.

How many BTUs will I need?

The amount of BTUs required for your home is dependent on several factors such as the climate in your area, and several features of your home including the size, the floor plan (single-storey or two-storey), the room layouts, the quality of insulation, the quantity of windows, and the location of the fireplace / stove. On average, 5000 BTUs can heat up approximately 450 square feet, depending on floor plan, windows, ceiling height, etc. 

If you are deciding on the BTUs for your ethanol fireplace, please refer to this guide: What is the Largest Ethanol Fireplace for your Room?

Do I need to register my fireplace for warranty purposes?

Some manufacturers require customers to register their products. For more information go to Warranty Registration

More Q&A's can be found here