Shipping Policy

Shipping Information

Order Processing

At Pilgrim Electric Fireplace Shop, we pride ourselves on efficient order processing. All orders are processed within 1-2 business days from the date your order is placed. You will receive a confirmation email with tracking information once your order has shipped.

Shipping Methods & Timeframes

We offer two convenient shipping options to meet your needs:

Please note: Delivery times are estimates and may vary based on destination and customs processing. We ship worldwide, with the exception of some Asian countries and remote locations.

Returns & Exchanges Policy

We stand behind the quality and craftsmanship of our premium electric fireplace products. If you’re not completely satisfied with your purchase, our returns and exchanges policy is designed to be as warm and welcoming as our fireplaces.

Return & Exchange Eligibility

We accept returns and exchanges within 15 days of your receipt of items. To be eligible for a return or exchange, your item must be:

• In its original condition
• Unused and in original packaging
• Accompanied by the original receipt or proof of purchase
• Returned with all included accessories and documentation

Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned or exchanged:

• Electric Fireplace Inserts and Electric Log Inserts (once installed)
• Plug-In Electric Fireplaces that show signs of use
• Custom or personalized Fireplace Mantel Kits
• Opened Fireplace Accessories and Fireplace Tools
• Clearance or final sale items (clearly marked at time of purchase)

Return Process

Follow these simple steps to return or exchange an item:

Step 1: Contact Us

Email our customer service team at [email protected] within 15 days of receiving your order. Use our Return Request Template below.

Step 2: Receive Authorization

We’ll respond within 2 business days with a Return Merchandise Authorization (RMA) number and return instructions.

Step 3: Package Your Item

Securely pack the item in its original packaging with all accessories.

Step 4: Ship Your Return

Send the package to our warehouse address provided in your RMA email. We recommend using a trackable shipping service.

Step 5: Inspection & Processing

Once received, we’ll inspect the item and process your refund or exchange within 5 business days.

Refund Information

Refund Type	Processing Time	Method	Notes
Credit Card Payments	5-10 business days after return processing	Original payment method	Appears on your statement within 1-2 billing cycles
PayPal Payments	3-5 business days after return processing	Original PayPal account	Immediate once processed by our team

Note: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

Exchange Process

Exchanges are subject to product availability. If you’re exchanging for a different product:

• Price differences will be charged or refunded accordingly
• We’ll provide a prepaid shipping label for exchanges due to our error
• Exchange processing typically takes 7-10 business days after we receive your return

Damaged or Defective Items

If your item arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement at no additional cost, including prepaid return shipping.