Last updated 03/21/2020 @ 4:53 EST
The overall status of order fulfillment and shipping is:
Normal but Busy- expect delays of 2-3 days
San Francisco area orders are "basically on lockdown."
Realize that in this evolving outbreak, information is fluid and often changes hourly. We will update this page as soon as we have any new information. Information may change between placing your order and receiving it. Please be aware of possible changes when ordering. If any further information or restriction arises, you will be informed.
Are you open during this pandemic? We are in the construction supply business. Our companies have been identified as a critical supplier to "Hardware Stores" and "Infrastructure Projects." We have been given protected provisions to continue operating as long as we follow the sanitary guidelines and social distancing. Most, if not all of our locations are closed to the public. Our production and loading facility (from which we will pull your order) is always closed to the public. Shipments are only made by phone or email. Many workers are working from home. We are following guidelines relayed to us from the CDC and local agencies. Local managers are fulfilling enhanced safety requirements and reporting on them at least daily.
Has anyone employee been diagnosed with COVID-19? No employee has tested positive. This is likely to change over the coming weeks. Many experts claim that up to 70% of our population may contract the virus. Hopefully, our collective efforts will halt the spread of the pandemic well short of that percentage.
What are you doing to keep from spreading COVID-19? Our company has implemented generous paid leave policies. No employee will lose their jobs due to COVID-19 procedures such as absences due to schooling from home. All of our people are fully aware of the risks. We are encouraged to stay home with any illness in an abundance of caution. Most if not all of our locations are closed to the public. Purchases are only made by phone or email. Many workers are working from home. We are following guidelines relayed to us from the CDC and local agencies.
How long will my delivery take? This will ultimately be determined by local factors. We are reporting on getting shipments out from our facility, along with reports from our delivery partners. Realize that in this evolving outbreak, information is very fluid and often changes hourly. Our dispatcher will keep you informed of any delivery abnormalities for each individual shipment. Please keep this in mind when placing orders. Everyone is working hard to keep the new normal as normal as possible.
What is your Return and refund policy?
Please click HERE for our lengthy policy.
How much is shipping?
Shipping is included in the price for the contiguous United States. In marketing words, shipping is FREE*.
*We now have the dreaded asterisk. After hundreds of successful online shipments, it has come to our attention that there are some places in the contiguous US that freight companies can't (or won't) deliver to. Who knew these places still existed? Yet, the US is a huge country, and we can't possibly know all these hidden nooks in our great land. I don't want you to worry about some bait and switch. This is very rare. We are just withholding our right to not ship to certain addresses. Basically, if you are a half days drive from a trucking terminal, you are okay. If a truck can't drive to and from your address in a day, it can't be delivered by standard means.
How will my kits ship?
The kit weighs 7800lbs. Fireboxes weigh an extra 3200 lbs. We contract them to outside carriers for delivery. They are delivered curbside on 48" x 48" pallets that weigh no more than 2000 lbs each.
What does "curbside" mean?
"Curbside" means exactly what it sounds like. The trucks will have a lift-gate that will lower the pallets at the curb. The drivers will also have a pallet jack to help move the pallets once off the truck. The pallet jacks are limited in the scope of their delivery. Pallet jacks CANNOT DELIVER ON GRAVEL. Therefore, THE DELIVERY TRUCK MUST UNLOAD ON CONCRETE OR ASPHALT.
How long will my delivery take?
There are a number of factors that would determine your delivery. All orders (usually) leave our facility in 2-3 working days. Outside carriers are contracted to ship your kit curbside with lift-gate service. Once ordered our dispatcher would contact you and give you all the shipping info and tracking numbers. After being picked up at our distribution hub, expect your kit(s) to take between 5-15 working days to be delivered to you. Sorry we can't be more specific, but this is literally tons of material delivered as freight. Unfortunately, it is not like UPS dropping a box at your front door.
**Note** Many subdivisions and private neighborhoods have rules excluding large trucks from entering. A kit is shipped on multiple pallets and weighs several tons. Please check to make sure there are no restrictions on trucks in your neighborhood. That said, many times there are physical restrictions getting to your property. Before you order, make sure a tractor trailer can realistically and safely drive to your destination, unload the pallets of material, and leave. If a truck is unable to do any one of these, you may have to pick your kit up from a terminal. A 53' tractor trailer needs to be able to make a delivery to your home. Please confirm this BEFORE placing your order.
How tall can I build my fireplace chimney?
The total height of the entire structure should not exceed the height of the structure plus up to 48" of chimney extensions.
Do you need to have a concrete footing?
No. See our Base instructions for details.
What do I need to do if I am building on concrete?
Many people build on concrete and there is nothing extraordinary to do outside of using standard best practices. There are only a few things to consider. Concrete still needs a 4"-8" crushed aggregate base to rest on. Don't pour it directly on soil. The concrete also needs steel reinforcement. Be sure to build it properly according to local codes. You will want a minimum 4" thick -up to 8" thick - reinforced concrete pad. If you are building on a pre-existing concrete pad, or one much larger than your fireplace footprint, be sure to form or cut expansion joints around the fireplace. This will ensure that the weight of your structure does not crack your concrete pad. You can practically hide the expansion joints if you choose. Simply lay out the first course of blocks. Tightly mark around them with a permanent marker. Remove the blocks. Use a concrete saw to cut along the lines outlining where the blocks will go. When you re-position the first course, the blocks should hide the expansion joints. This will give your fireplace its own pad to rest on. When movement or settling occurs, this pad will move independently of your main slab. This will minimize or eliminate cracking of your main pad due to the constant weight of the fireplace.