Free Shipping on All Orders
Price Beat Guarantee
Live Customer Support
Over 4,000 Hearths Sold
Free Shipping on All Orders
Price Beat Guarantee
Live Customer Support
Over 4,000 Hearths Sold
Return and Refund Policy
30 Day Money Back Guarantee
We have a 30-day return policy, which means you have 30 days after receiving your item to request for a full refund.
Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.
To be eligible for a return, your item must be in its original saleable condition and packaging. Items that have been used or modified may not be returned and are exempt to our return policy. *Exclusions to our Returns Policy are below:
Custom or Made-to-order items.
Products which are eligible for parts under manufacturer warranty.
Items that have been used or modified in any way.
Items without the original packaging (including shipping pallet, if applicable).
Manufacturer declining the return.
Any items shipped to Canada.
The following brands are eligible for our Return Policy but are limited to a 7-Day Returns window:
- Sierra Flame
Please note that the cost of original outbound shipping will be deducted from the refund total as well as the cost of the return shipping.
If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.
To start a return, please send us an email at email@example.com with your order number and reason for return.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please "Contact Us" if you have additional questions.
If you need to cancel an order, please contact us immediately. An order that has shipped cannot be cancelled and our standard return procedure applies. Reach agents during business hours at 833-528-5591, the chat in the bottom right, or email firstname.lastname@example.org any time to request a cancellation. Custom made items are not eligible for refunds after production has started.
Cancellations of Custom Orders
Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order.
These unit, are custom made to specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for custom made and made to order products.
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based upon what our supplier and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, manufacturers delayed because of the mills, overwhelming demand on shipping, and so on).
Order delays have proven to be unavoidable and outside of Royal Fire Pits control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read The Following
When you are making a purchase from Royal Fire Pits, you are acknowledging the following of the exchange agreement:
I understand I am to inspect the package upon delivery, an notate and take pictures if there is any damage and provide it to Royal Fire Pits within 24 hours of the product being delivered.
I understand that I am responsible for the cost of original outbound shipping, cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary product by product, but are usually around 20%.
I understand that shipping date estimates outlined on product pages are estimated and may change due to factors completely outside of the control of Royal Fire Pits.
I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of Royal Fire Pits (such as manufacturing and logistical constraints of our partner companies).
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or Credit Card Company to process and post the refund too. Orders delivered outside the United States are not eligible for refunds.
Royal Fire Pits reserves the right to refuse a refund or apply a restocking fee if:
The item returned does not match the original item shipped.
The returned item is missing parts or the original product’s packaging, either of which were not previously specified by the customer.
The item was damaged during return shipment due to improper or insufficient packaging.
The item being returned has been used or is no longer in new and resalable condition.
The item comes from a company that imposes a restocking fee.
The item is being returned after the 30-day return window.
You must take the time to inspect the packaging before you sign the delivery receipt from the carrier. If you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos of the damaged item and the box with shipping label clearly visible along with a brief description of the damage to email@example.com within 24 hours after delivery and we will process a claim on your behalf. Freight damage must be reported within 24 hours of arrival or the freight damage claim will not be valid. You will not be responsible for the shipping costs to return or replace the item. Do not refuse your shipment even if there is damage. In most situations, it is better to accept delivery of your order and allow us to address the problem on location. Refusing a shipment may cause a delay in the claims process and also result in a re-delivery charge. No goods are returnable for any reason without our authorization.
In the unlikely event your order is missing any items or parts, it is essential that you notify us within 24 hours of delivery. To report a missing item, please email firstname.lastname@example.org.
Royal Fire Pits will not be held responsible for any missing item claims received beyond 24 hours.
Warranties vary depending upon the manufacturer. Please refer to your product manual or the "Warranty" tab on the product page to learn more about its warranty coverage.
Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.
Delivered as stated. Good price.
Jordan helped me unreal awesome service I’m so pleased
Ordering was easy. The order arrived on time and without any damage. One, Two, Three done!
We love our Electric Fireplace. It fits perfectly in our LivingRoom. My wife took on the project of painting all the stones to make them stand out a lot more . They were pretty drab , but they painted up very nicely.
THANK YOU FOR THE GREAT SERVICE/ COMMUNICATION AND THE SPEEDY SHIPPING/ FREIGHT. WOULD HIGHLY RECOMMEND......
Rey, answered questions quickly and was very helpful.
Arrived in perfect condition. There was a phone call regarding my choice of the door on the Vermont Castings Encore. Was my error for not interpreting the choice correctly. I'm glad he caught it. It was crated extremely well...could have gone around the world several times!!
We found Royal after seeing the Warming Trends products in-person. Rey chatted with us online, then we spoke on the phone, then he followed up with a detailed email to explain everything we needed and attach product links. Sooo helpful, that all needed to do was add the products to our cart and checkout. Many thanks!
And did I mention that there was no pressure at any time? Couldn't ask for a better online shopping experience!
The stone is more yellow than gray as advertised and there is nothing to attach the glass face to the front of the fireplace insert.
HPC Fire Electronic Ignition Gas Fire Pit Kit with Torpedo H-Burner and Rectangle Bowl Pan
We all love the convenience of online ordering, but we also miss the personal touch of being able to call someone. Can’t thank you enough for the time spent on the phone, and appreciate how easy it was to place the order and have everything shipped. I love the output of the burner, and the black fire Glass really finished it off perfectly.
Danny in Ohio
It was so easy to use the chart to determine the amount of fire glass needed and I was able to quickly connect with a live expert to chat about some questions.
Bought this unit with expectations of it being like a natural fire and my expectations were completely met ! I am very satisfied with the entire experience and service…. Highly recommended
Very happy with our purchase. Easy transaction, great pricing, and fast shipping! Will recommend to all!!!
First off the price was the best on the internet. Plus an additional 8% off and free shipping, I easily saved a few hundred dollars as compared to the other sites I shopped. Second was the communication, the Royal staff notified me that my custom made burner was running a few days behind. Totally appreciated them reaching out like that. Thirdly is the burner itself, once installed by my plumber (it’s natural gas, hire a professional!) I marveled at the 18 inch flames exiting the burner jets. My old burner gave me 3 inch flames, so glad I replaced it and very happy I found Royal Fire Pits. You’ve got a new lifetime customer. Thanks!