Shipping Policy

Our base "Curb-side Pickup" shipping is always completely free for all home deliveries!

If you are interested in enhanced shipping services such as threshold shipping or white glove delivery, our team is here to assist. Please keep in mind, enhanced shipping services for our indoor and outdoor products are subject to availability and costs paid by the customer.

• Threshold Shipping: This involves the item being brought onto your porch or into a sheltered/garage area. 
• White Glove Delivery - this includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house! 

To inquire about enhanced shipping services, contact our team via live chat, email: support@thetorchguys.com or call us (202) 539-6797. 

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our Empire Comfort System and pre-authorized your credit card for the purchase. In the rare case that your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for shipment within the expected shipment window, we will process the charges and submit the order for shipment.

Shipment Window:

Shipping window varies from product to product. Please review the product page for the expected shipping time of your multi-sided electric heater. We update these daily so you know what to expect.

In general, items that are custom made, made-to-order, or special order will take longer to ship. 

Order Shipment:

All orders are processed Monday through Friday. We strive to ship your items as fast as possible, including the True North TN24 gas stove, so your order may ship sooner than estimated.

Tracking will be sent to the provided email address. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@thetorchguys.com 

No Shipping outside the USA. 

Curbside Freight Shipments

Items that are too large or delicate to ship by standard ground carrier are required to ship freight, especially those from the Ovation Gasfire collection. Freight carriers are specially trained to handle oversized and fragile items.

Here is what to expect from the freight shipping process:

• Once your order ships you will receive a tracking number that has an estimated delivery date to your local freight terminal
• The carrier will call you at your provided phone number to schedule a delivery appointment within the next 1-2 business days. Only weekday appointments are available. If you are unable to receive the shipment within 1-2 business days of its arrival at the freight terminal, please contact us. 
• All shipments are delivered “curbside”. The driver will bring them to the curb and is not authorized to move it further. Anything past curbside must be arranged before placing the order (see “shipping options” above).
• Upon delivery, it is important that you inspect the shipment thoroughly before signing. Any damage or missing items should be noted on the delivery receipt. You have 5 business days from the delivery date to submit a claim for damage or missing items. To submit a claim email: support@thetorchguys.com or call us (202) 539-6797. 

Return Policy

It’s important to us that you are happy with your purchase. If, for whatever reason, a product doesn’t fit your needs, our team is here to assist. 

Cancellations

You may cancel your order any time before it ships free of charge (exceptions do apply for custom orders & made-to-order products). 

To cancel an order, please contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797. 

Custom Orders and Made-to-Order Products 

We take pride in your ability to customize & personalize our products. Our goal is for you to find the exact product to suit your needs. Given that custom orders & made-to-order products are put into production specifically for your order, these items are not eligible for cancellation or refund. 

All sales are final for custom made & made-to-order products. 

Return Process

Items Eligible for Return

Most unused items can be returned within 30 days of delivery. To schedule a return please follow the steps below:

1. Contact our customer support team via live chat or call us (202) 539-6797. You can email: support@thetorchguys.com as a first step, but our team will need to speak with you to gather information about your return.
2. You will receive an email confirming your return request has been accepted or denied within 1 business day. If approved, your email will also include detailed return instructions. ***From the date you receive this email, you have 30 days to return the product. 
3. Any items returned outside of this process are not eligible for refund, including the thermostat variable remote control. 

Items Not Eligible for Return

• Custom made and made-to-order products
• Items marked “non-returnable” in the item description
• Used items, or items that have been installed or assembled
• Bundled kits sold at discounted rate - the entire kit must be returned. 

Refunds

1. Your refund will be processed back to the original form of payment. Most banks process refunds within 3-5 business days. 
2. Checks will be mailed for bank wire or check transactions. Refund checks are valid for 90 days from the date they are issued. 
3. If the product you’ve returned is ineligible for refund, we will notify you as soon as possible. 
4. Return shipping costs will be deducted from the refund. 
5. In some cases, a restocking fee may apply. This is completely up to the manufacturer. If a restocking fee does apply, we will let you know during the return review process. 

Exchanges

If you would like to exchange your product, you may do so. You are responsible for any shipping fees throughout the returns & exchange process. To schedule an exchange please contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797. 

Damages

We aim to ensure your product is delivered in excellent condition. In the rare event that your order does sustain damage during shipping, we are here to assist you with your ruby direct vent gas fireplace. Our team will assume responsibility for any items damaged while shipping as long as you follow the steps and timeline outlined below:

For Freight/Signature Required Deliveries:

• Any damage or missing pieces must be noted on the delivery receipt. 
• The order must be opened and inspected in the presence of the delivery driver. 
• If you sign for the delivery without noting any damage or missing items on the receipt, you are accepting that your full order has arrived in excellent condition. 
• Do not discard any damaged items or the original packaging, especially if they are part of the vented burner system. 
• For severe damage, we recommend noting on the delivery receipt, “refused due to damage” and contact us immediately. 
• Contact us within 1 business day via live chat, email: support@thetorchguys.com or call us (202) 539-6797 to report the damage. Please have delivery details & photos illustrating the damage ready. 
• Damaged items are required to be returned within 30 days. 

For Standard Shipments: Expect timely delivery to enjoy a cozy fire soon.

• Any damage or missing pieces must be reported within 30 days of receipt. 
• Do not discard any damaged items or the original packaging. 
• Contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797 to report the damage. Please have delivery details & photos illustrating the damage ready.

Limited Lifetime Warranty

Hearth & Home Technologies LLC (“HHT”) extends the following warranty for HHT gas, wood, pellet and electric hearth appliances (each a “Product” and collectively, the “Product(s)”) and certain component parts set forth in the table below (“Component Part(s)”) that are purchased from a HHT authorized dealer or distributor.

WARRANTY COVERAGE
HHT warrants that the Products and their Component Parts will be free from defects in materials and workmanship for the applicable period of Warranty coverage set forth in the table below (“Warranty Period”). If a Product or Component Parts are found to be defective in materials or workmanship during the applicable Warranty Period, HHT will, at our discretion, repair the applicable Component Part(s), replace the applicable Component Part(s), or refund the purchase price of the applicable Product(s). The maximum amount recoverable under this Warranty is limited to the purchase price of the Product. This Warranty is transferable from the original purchaser to subsequent owners, but the Warranty Period will not be extended in duration or expanded in coverage for any such transfer. This Warranty is subject to conditions, exclusions, and limitations as described below.

WARRANTY PERIOD
Warranty coverage begins at the date of installation. In the case of new home constructions, Warranty coverage begins six months after invoice of the final sale of the Product(s) by an independent, authorized HHT dealer or distributor. However, the Warranty coverage shall commence no later than 24 months following the date of Product shipment from HHT, regardless of the installation or purchase date.

Warranty Period – HHT Manufactured Appliances and Venting

• 1 Year: All parts including handles, external enameled components and other material except as covered by Warranty Conditions, Warranty Exclusions, and Warranty Limitations listed.
• 2 Years:

-All parts except as covered by Warranty Conditions, Warranty Exclusions, and Warranty
Limitations listed.
-Glass, Electrical components limited to heating element/igniters, Top feed auger assembly,
Blowers, Junction Box, Remotes/Wall switches, linear actuator, power cord, vacuum switch,
snap disc, wire harnesses and thermocouple.
-Electrical components limited to modules, remotes/wall switches, valves, pilots, blowers,
junction boxes, wire harnesses, transformers and lights (excluding light bulbs).

• 3 Years: Cement Refractory Panels, Glass Liner Panels; Firepots, burnpots, Harman mechanical feeders.
• 5 Years: Catalysts, Vented and Vent Free burners and logs.
• 10 Years / 1 Year Labor:Burners, logs and metal/fiber refractory components of HHT manufactured fireplaces or stoves, venting due to poor workmanship
• 10 Years / 3 Years Labor: Castings, Medallions & Baffles, FlexBurn® System (engine, inner cover, access cover and fireback), Firebox and heat exchanger, HHT Chimney & Terminations, Manifolds.
• 20 Years / 3 Years Labor: Firebox and heat exchanger.
• 1 Year (no labor): All purchased replacement parts and optional accessories.

WARRANTY CONDITIONS

• Because HHT cannot control the quality of any Products sold by unauthorized sellers, this Warranty only covers Products that are purchased through an HHT authorized dealer or distributor unless otherwise prohibited by law; a list of HHT authorized dealers is available on the HHT branded websites.
• This Warranty is only valid while the applicable Product remains at the site of original installation.
• This Warranty is only valid in the country in which the HHT authorized dealer or distributor that sold the applicable Product is authorized to sell applicable Product.
• Contact your installing distributor or dealer for Warranty service. If the installing dealer or distributor is unable to provide necessary parts, contact the nearest HHT authorized dealer or supplier. Additional service fees may apply if you are seeking Warranty service from a dealer other than the dealer from whom you originally purchased the applicable Product.
• No HHT consumer should bear cost of warranty service or costs incurred while servicing warranty claims (i.e., travel, gas, or mileage) when the service is performed within the terms of this Warranty. Check with your dealer or distributor in advance for any costs to you when arranging a warranty call. Travel and shipping charges for parts are not covered by this Warranty.

WARRANTY EXCLUSIONS
This Warranty does not cover the following:

• Changes in surface finishes as a result of normal use. As a heating appliance, some changes in color of interior and exterior surface finishes may occur. This is not a flaw and is not covered under the Warranty.
• Damage to printed, plated, or enameled surfaces caused by fingerprints, accidents, misuse, scratches, melted items or other external sources and residues left on the plated surfaces from the use of abrasive cleaners or polishes.
• Repair or replacement of parts that are subject to normal wear and tear during the Warranty Period are not covered. These parts include: paint, wood and pellet gaskets, firebricks, wood grates, flame guides, batteries and the discoloration of glass.
• Minor expansion, contraction, or movement of certain parts causing noise. These conditions are normal and complaints related to this noise are not covered by this Warranty.
• Damages resulting from: (1) failure to install, operate, or maintain the applicable Product in accordance with the installation instructions, operating instructions, and listing agent identification label furnished with the applicable Product; (2) failure to install the applicable Product in accordance with local building codes; (3) shipping or improper handling; (4) improper operation, abuse, misuse, continued operation with damaged, corroded or failed components, accident, or improperly/incorrectly performed repairs; (5) environmental conditions, inadequate ventilation, negative pressure, or drafting caused by tightly sealed constructions, insufficient make-up air supply, or handling devices such as exhaust fans or forced air furnaces or other such causes; (6) use of fuels other than those specified in the operation instructions; (7) installation or use of components not supplied with the applicable Product or any other components not expressly authorized and approved by HHT; (8) modification of the appliance not expressly authorized and approved by HHT in writing; and/or (9) interruptions or fluctuations of electrical power supply to the applicable Product.
• Non-HHT venting components, hearth connections or other accessories used in conjunction with the applicable Product.
• Any part of a pre-existing fireplace system in which an insert or a decorative gas applicable Product is installed.
• HHT’s obligation under this Warranty does not extend to the Product’s capability to heat the desired space. Information is provided to assist the consumer and the dealer in selecting the proper Product for the application. Consideration must be given to the Product location and configuration, environmental conditions, insulation and air tightness of the structure.

This warranty is void if:

• The applicable Product has been over-fired, operated in atmospheres contaminated by chlorine, fluorine, or other damaging chemicals. Over-firing can be identified by, but not limited to, warped plates or tubes, deformation/warping of interior cast iron structure or components, rust colored cast iron, bubbling, cracking and discoloration of steel or enamel finishes.
• The applicable Product is subjected to prolonged periods of dampness or condensation.
• There is any damage to the applicable Product due to water or weather damage which is the result of, but not limited to, improper chimney or venting installation.

LIMITATIONS OF REMEDIES AND LIABILITY:

• EXCEPT TO THE EXTENT PROVIDED BY LAW, HHT MAKES NO EXPRESS WARRANTIES OTHER THAN THE WARRANTY SPECIFIED HEREIN. The owner’s exclusive remedy and HHT’s sole obligation under this Warranty or in contract, tort or otherwise, shall be limited to, at HHT’s sole option, replacement of the Component Part(s), repair of the Component Part(s), or refund of the original purchase price of the applicable Product(s).
• In no event will HHT be liable for any incidental or consequential damages caused by defects in the applicable Product. Some States do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
• This Warranty gives you specific legal rights and you may also have other rights which vary from State to State.
• The duration of any implied warranty is limited to duration of the expressed warranty specified above for the applicable Product. Some States do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.

Don’t expect less from your dealer just because you are shopping online...

Over the years, we've received countless calls in our fireplace showroom from underserved or dissatisfied online shoppers.

Unfortunately, there are way too many online fireplace stores that are more concerned with getting a quick sale than actually serving their customers.

We've heard it all, including:

• Inaccurate product information on the website
• Poor service after purchase
• No assistance with warranty claims
• Delayed or lost shipment without communication
• I didn't know I needed additional parts to operate

We started The Torch Guys to offer a better way to shop for fireplaces & fire-related products online. Where education, transparency and service are at the heart of everything we do.

The products we sell are highly technical. And every situation is unique, including yours.

We take pride in helping our customers find the right product(s) for their specific needs and desires.

Here is what you can expect when you trust us with your business:

5 Star Service Before and After You Buy

Before You Buy:

• Personalized Consultations - Please reach out! We are here to answer your questions, provide guidance, offer up recommendations, etc.
• Live Expert Support - when you call, we answer!
• Call Us (202) 539-6797
• Live Chat
• Clear & accurate information that helps you find exactly what you need
• Secure SSL Certified Checkout
• 10+ Payment Options Available to You

After You Buy:

• FAST Free Shipping
• Live Tracking Updates
• Live expert support - when you call, we answer!
• Call Us (202) 539-6797
• Live Chat
• Access To Our Network of Certified Installers
• Warranty Registration
• Full Service Warranty Support
• Full Service Damage & Claims Support

Premium Selection at the Best Prices

We are an authorized dealer and premier partner with the best brands in the industry. These relationships allow us to offer you the best products at the lowest prices, guaranteed.

Request a quote for our absolute best pricing on the product(s) you are interested in. All we need from you is:

• Email address for inquiries about the standalone glory of our products.
• Shipping Zip Code
• What product(s) you are interested in

FAST Free Shipping

Most stores offer free shipping. But it's often free shipping that's slow.

That's because most stores only have access to one or two distribution centers. And YOUR order is at the mercy of that distribution center.

If they are running behind or low on inventory - you are out of luck. If they are located on the other side of the country from you - it's going to take a while to get to you.

When you order from The Torch Guys - you gain access to our network of over 20 distribution centers strategically located across the country. Meaning YOUR order will ship from the location that guarantees the fastest delivery.