Urgent dates
Call the store before ordering if items are required by a specific date.
Shipping & Returns Policy
How TH Fireplaces handles online order processing, delivery, in-store pickup, return eligibility and return forms.
Policy overview
Plan delivery, pickup and returns before ordering.
TH Fireplaces ships from the Calgary showroom and uses Canada Post, courier delivery or TH Fireplaces delivery trucks depending on the order. Large products, stock availability and carrier capacity can affect timing, so the team recommends confirming urgent dates before ordering.
Shipping rates
Shipping rates for many store items are weight-based and rounded up to the next full pound.
Signed delivery
Deliveries require signature confirmation and may require photo identification.
14-day returns
Returns must be initiated within 14 days from accepted delivery.
Shipping
Shipping methods and address requirements
Unless specified otherwise, TH Fireplaces uses three shipping methods for online purchases: Canada Post, courier delivery or TH Fireplaces delivery trucks.
If an order ships by Canada Post or courier, tracking information will be updated with an accurate tracking number. Because courier services are used rather than Canada Post for many items, TH Fireplaces cannot ship to post office boxes.
- All items ship from 5308 4 St SE, Calgary, AB T2H 1K5.
- Many shipping rates are weight-based and rounded up to the next full pound.
- Statutory holidays may affect delivery timelines.
- High-value orders may be cancelled and refunded if billing and shipping addresses do not match.
Delivery
Receiving your shipment
All shipments are delivered Monday-Friday during business hours. Smaller deliveries shipped through a third-party carrier require a signature, or the package may be sent to the closest depot for pickup.
The shipping address contact must be the person confirming receipt. Photo identification may be requested at delivery, and items cannot be left at your doorstep.
- Contact info@thfireplaces.ca as soon as an order is placed if delivery must go to an alternate address.
- TH Fireplaces delivery service will call or email to confirm a convenient delivery time.
- Deliveries outside Calgary are handled by third-party carrier with curbside delivery only.
- All items arrive unassembled and in their original box unless assembly has been selected for eligible items.
Pickup
In-store pickup
If in-store pickup is selected, wait for a verification call or email before coming to the showroom.
Staff will ask for photo identification at pickup. The identification must match the billing address or shipping address contact on the order.
Returns
Return eligibility
Returns must be initiated within 14 days from the date the package was delivered. Online order return timing is based on accepted delivery shown in courier documentation.
Return shipping to TH Fireplaces at 5308 4 St SE, Calgary, AB T2H 1K5 is covered by the customer. No restocking fee is charged on returned items.
- TH Fireplaces pays return shipping only when the return is the result of a TH Fireplaces error, such as an incorrect or defective item.
- Items damaged by improper installation or incorrect handling are not accepted.
- Returned items are only accepted if they appear to be in new condition.
- Refunds are returned to the original payment method minus any shipping charges incurred.
Return form
How to start an online return
If an item purchased from the TH Fireplaces online store cannot be returned in-store, fill out the return form and email info@thfireplaces.ca.
Write "Return" plus your order number in the subject line. You may also request a return form directly from info@thfireplaces.ca.
Return FormExperience the warmth in person.
Visit the Calgary showroom to compare finishes, flame styles, hearth materials and outdoor living products with an expert team that can guide the details behind a warmer, better-resolved room.