FAQs -SHIPPING, CANCEL, EXCHANGES, REFUNDS, RECEIPTS, RETURNS, WARRANTY

  • Free Shipping  Shipping Orders
• When will my order get shipped?
We offer free shipping on all fireplaces. generally , Many items ship Same Day (if ordered by 11am PST, Monday-Friday). Transit times will vary, but delivery should be expected within 3-15 business days. All items should ship within 2-5 business days of your order date. Transit times vary depending on location, but you should expect delivery times.
• Can you guarantee delivery?
Generally, you should expect delivery within 3-15 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.
• Can I pick up my order myself?
Our fireplaces are shipped from several different warehouses. Please send us an email to zopaflames@gmail.com for information on a particular product. Make sure to include a complete name of the product and the state you are located in.
• What shipping options do you offer?
We offer free standard shipping to the US & Canada. Lighter items get shipped UPS or FedEx Ground and larger items get shipped LTL freight (curbside delivery). If you need a faster delivery we can get you a quote. To get a quote, Support email zopaflames@gmail.com and include the name of the item.
• How do I know if my shipment has been 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 7 business days of your order feel free to follow up with us at zopaflames@gmail.com.
• How does the fireplace come when it is shipped to my home?
Smaller, lighter packages (under 50 lbs) generally ship in one carton via FedEx or UPS ground. Larger and heavier items will be shipped LTL freight.

  •  Cancel orders     Cancel Order 

• How do I cancel my order?
You may cancel your order free of charge up to 2 business days after the order was placed and if the order has not been physically shipped.Cancellation requests received beyond 2 business days will be evaluated on a case-by-case basis and cannot be guaranteed, If your order has already shipped.
• Is it too late to cancel if my order has already shipped?
If your order has been shipped, the standard return procedure applies. Please avoid refusing the shipment. In most situations, it is better to accept delivery of your order and go through the standard return procedure. Refusing a shipment may increase the chances of the unit being lost in transit.

  • Receive the goods  Receipts Order 

• Do I have to be home when my order is delivered?
For FedEx and UPS do not require a signature and will leave the package in a suitable place near your door.
For freight shipments, You must inspect on-site whether the outer packaging is damaged or squeezed out, and sign receipt to confirm it. the fireplaces are transported by logistics company arranged by logistics (LTL logistics), Because it is the original packaging will be placed on a pallet for transportation, The carrier will make an appointment by phone in advance and deliver the goods to your door. The placement position is determined by the entry and exit of the transport vehicle and the download space of the goods. Please refer to our Shipping Policy.
• I can't be home to receive my order. Can someone else receive it for me?
FedEx and UPS do not require a signature and will leave the package in a suitable place near your door. For freight shipments, yes, you can have someone else who is at least 18 years old to be present at the time of the delivery and to inspect the package and contents on-site whether the outer packaging is damaged or squeezed out, and sign receipt to confirm it. for more informations, Please refer to our Shipping Policy.

  •   Exchanges, Refunds

• Can i make changes to an order, I already placed?
 Yes, You can make changes or You may cancel your order free of charge up to 2 business days after the order was placed.  If the goods have been dispatched, you need to receive the goods first, and then arrange returns and exchanges, which need to go through this process.
• How do i make sure i order the right Size?
 Before placing an order, please read the product description carefully and check the product specification picture, which has detailed instructions. Make sure you buy the correct size. Of course, we can provide a replacement, make sure the replacement meets our return criteria. But we will charge a little shipping fee.
• I returned an item. when will I get my refund?
While we do our best to process return requests in a timely manner, please allow us two to three weeks to process your return as we have to wait for the item to be returned and inspected before issuing any refunds. This excludes your financial institution's processing time for the amount to be into your account.

• My item was damaged and I missed to note about the damage on the delivery receipt. Can I still get a replacement?
Zopaflame fireplaces will assume responsibility for the cost of repairs or replacement of damaged items under the following conditions: The damage or the missing items are clearly noted on the delivery receipt (for freight shipments) The damage or the missing items are reported within 24 hours. You will not be responsible for the shipping costs to return or replace the item.
• What if my order is damaged during shipment?
In the unlikely event that an item you ordered arrives damaged, you may return the item for a replacement or a full refund, as long as you: Notate the damage on the delivery receipt (for heavier and bulkier items shipped via Freight). Report the issue within 24 hours after delivery of the item.
• What if the box has no visible damage but I discovered that the unit is damaged upon unboxing?
Please report the damage to us within 24 hours. This is why we highly encourage you to open and inspect the item as soon as it gets delivered for hassle-free returns and replacements. For heavier and bulkier items that are delivered by freight, it is imperative to make a note on the delivery receipt.

  • return goods    Returns 

• Do you accept returns?
Yes. We want to make sure that you are happy with your purchase, If you're not satisfied with an item that you purchased from Zopalflame fireplace, you can return it within 30 days after delivery for a full refund, as long as the item is in its original saleable condition and packaging.
• How do I get an RMA (Return Material Authorization) number? 
To return an item, submit your request in writing and send it to zopaflames@gmail.com.  We will send you a prepaid shipping label and instructions on how to send your item back to us. Any returns without an RMA number will be rejected.
• What is your return policy?
If you're not satisfied with an item that you purchased from Zopaflame, you can return it within 30 days after delivery for a full refund, as long as the item is in its original condition and packaging. Made-to-order items and items that have been used or modified in any way may not be returned.
 

  •     Warranty Informations 

All our products are covered by manufacturer’s 2 years warranties. Please refer to your product manual or the "Warranty" tab on the product page to learn more about its warranty coverage

What our customers are saying...

  • After conducting thorough research, I decided to purchase a fireplace from Zopaflame Fireplace Store.
    I was pleased with their pricing, but what really stood out was their exceptional customer service. When I encountered an issue with the silver trim, I reached out to Zopaflame Fireplace and was pleasantly surprised when the correct items were promptly shipped to me the following day. Jessie went above and beyond in helping me obtain the proper return authorization and all necessary documents to return the incorrect item at no cost to me, including return shipping. Thanks to their excellent.

    - Charles W.

  • I had such a great time throughout the whole process and the customer service was exceptional! Now I can hardly wait for the installation, fingers crossed that everything will turn out great and it looks amazing. Even though I had another vendor who offered a lower price, your kindness and helpfulness convinced me to choose your company. I'm really excited to continue doing business with you in the future.

    -Mark F.

  • I had a really good experience
    trading with this company. Their prices were affordable, the delivery was super fast,
    and the service was really hassle-free. I did run into a bit of trouble with an electric fireplace unit not fitting in my space. But, when I reached out to customer service, they were quick to help and refunded my money. They even took the fireplace back without any extra charge. They provided me with a new fireplace that fit perfectly and now I'm extremely happy with their service.

    Overall, I'm really satisfied with
    this amazing company.

    - Don Clark

  • This contemporary fireplace is truly stunning and user-friendly. Its versatility, including
    adjustable colors and flame heights, and the option to use it as a heating alternative,
    make it an excellent value for both functionality and aesthetics. Additionally, it is highly economical when used without the heating feature.
    You can also enjoy its cozy ambiance for hours on end,
    making it a perfect addition to any room in your home.
    Overall, I highly recommend this fireplace as a definite winner!

    -Carol

  • I've been using an electric fireplace for a while now,
    but my spouse always had doubts about whether it was authentic or not. Luckily, we found Zopaflame's electric fireplaces and they were super accommodating and helpful!
    The whole process of finding and buying what we needed was a breeze, And when our new electric fireplace arrived, it was in perfect condition and setting it up was a piece of cake. We're so happy with how it looks and can't wait to enjoy it for years to come!

    -Streisand's M.

  • We went for an electric fireplace to stick to our promise of going all-electric and reducing our dependence on fossil fuels, since we're powered by 100% renewable energy. It fits perfectly in this. Love everything about it.
    With the new fireplace and surround it really updated the room. We love the look, the size, the different colors and the warmth that the heater puts out.

    -Jocelyn
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Customer Service:

Business Hours: Mon - Sat 9 AM - 6 PM PST

Phone: 1-888-700-5228

support@zopaflame.com

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