FAQs

Have questions about our products or services? Below are some of the most common, but if you don’t see your answer, just reach out online or give us a call at 866-973-3028.

What Are Your Hours?

We’re open Monday through Friday from 8:00am to 5:00pm, CST.

Where Do You Ship?

We’re proud to ship to all 50 states!

How Much Is Shipping?

We offer FREE shipping within the continental United States.

How Long Does Delivery Take?

You can check each item’s stock status and the estimated ship time on the product page or in your shopping cart. We’ve also provided the following helpful guide:

All orders will be processed throughout the week (Monday – Friday), and we always aim to ship as quickly as possible. Once shipped, you’ll receive tracking information to the email address you provided us.

Most ground shipments are delivered by FedEx or UPS – these shouldn’t require a signature.

Here’s what timeframe you can expect, depending on how you requested your order shipped:

• Standard: 3-5 business days
• 3-Day: Delivery in 3 days, once the item ships
• 2-Day: Delivery in 2 days, once the item ships
• Next-Day: Delivery the next day

The stated timeframe doesn’t cover the order fulfillment period. Expedited shipments are exclusively delivered on weekdays. We cannot issue refunds for delays in expedited shipping caused by uncontrollable acts of nature.

Waiting on a curbside freight shipment? Products that exceed standard size or are too fragile for regular ground shipping will be shipped via freight. Freight carriers are equipped with the expertise to safely handle oversized and delicate items, ensuring a superior delivery service. Here’s what you can anticipate from the freight shipping process:

1. After your order ships, you’ll get a tracking number with an estimated delivery date to your local freight terminal.
2. The carrier will give you a call to set up a delivery appointment sometime within the next 1-2 business days – they only do weekdays. If you can’t receive the shipment within 1-2 business days of it hitting the freight terminal, reach out to us.
3. All standard freight deliveries are dropped off curbside. The driver will get it to the curb but can’t move it any further.
4. When the delivery arrives, please carefully look over your order. Before signing, make a note on the delivery receipt of any visible damage to the shipment and products, as well as any missing items.

What’s Your Return Policy?

At American Stove and Chimney, we aim to make sure your shopping experience is as smooth as possible. If, for any reason, a product doesn’t meet your requirements, we will make it right.

Unused items may be returned within 30 days of delivery with any return shipping costs deducted from the refund.

What Are the Steps for Returns?

Steps to get this done?

1. Reach out to our team, so we can get the return process initiated.
2. You’ll get an email within one business day confirming whether your return request has been accepted or denied.
3. Within one to two business days of that confirmation, you’ll receive an itemized Return Authorization, return shipping labels, and detailed instructions. You’ve got 30 days from the date of this email to return the product.
4. Once we receive, review, and inspect the return, your refund will be processed within 1-2 weeks.

Any items returned outside of this specified process or time period will not be eligible for a refund.

The following items are not eligible for return:

• Items bought on clearance
• Custom-made or made-to-order products
• Items labeled as “non-returnable”
• Used items
• Items that have been installed or assembled
• Items that have been bundled and sold at a discount rate (the entire bundle must be returned)

Other helpful information about your returns:

• We’ll process your refund back to the original payment method. Most banks take 3-5 business days to complete the refund process.
• For transactions made through bank wire or check, a refund check will be sent by mail. Refund checks are valid for 90 days from the date of issuance.
• If the product you’ve returned is not eligible for a refund, we’ll notify you at the earliest opportunity.
• Holiday Policy: Certain items purchased from Nov 1 – Dec 31 can be returned until January 31.