TH Fireplaces Shipping and Returns Policy
Shipping & Returns
If you require your items before a specified date please call the store first to ensure the items are in stock. Please be aware that many courier services are overwhelmed at this time and delivery for a specified date may not be possible.
Due to the size and nature of our products sold on our online store, our shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound. As we use courier services rather than Canada Post we are unable to ship to post office boxes, please provide an alternate address when requested.
Due to increased demand and limited supply, we may not be able to process your order immediately. Please allow extra time for your order to be processed and delivered. Please note that unless specified otherwise, TH Fireplaces uses three shipping methods for your purchase: Canada Post, Courier delivery, or our own delivery trucks. If your order is shipped out via Canada Post or a Courier service, we will update your shipping information with an accurate tracking number.
All Shipments will be delivered Monday-Friday during business hours. For smaller deliveries shipped via a third party carrier (ex. Canada Post) a signature will be required for your package or else it will be sent to the closest depot where it will be your responsibility to pick it up. If you require delivery at an alternate address, please let us know at the following email address [email protected] as soon as you place your order. If your order is shipped out through our own delivery service, you will receive a call or email confirming the time that is convenient for you to receive your delivery. All items come unassembled and in their original box, unless assembly has been applied for select items.
The SHIPPING ADDRESS contact of this order must be the person to confirm receipt of your shipment. Photo identification may be requested at the time of delivery to verify your purchase. A signature will be required. Items cannot and will not be left at your doorstep. Deliveries outside the city of Calgary will be made by a 3rd party carrier with curbside delivery only. Someone will need to be at chosen delivery address to sign for it. For additional delivery services please contact [email protected].
If you notice large discrepancies in our shipping quotes, we encourage you to contact us directly at [email protected] to set up an alternative method.
All items are shipped from our store at 5308 4 St SE Calgary, AB T2H 1K5. Shipping out of province will take longer than shipping within the Calgary Area. Once your order has been placed it will be shipped in order of receipt. Due to an increase in deliveries, orders may take 3-5 business days to be processed for delivery. As a general rule, please add the following wait times to any order out of province:
Outside of the Calgary Area: 3-5 +/- business days
Alberta to BC: 5-7 +/- business days
Statutory holidays may affect delivery times.
To protect both parties from fraudulent activity, if your order total is of high value and your billing and shipping addresses do not match, TH Fireplaces reserves the right to cancel your order entirely. Your entire purchase will be refunded immediately. We will notify you via email of our intentions to cancel and refund your order.
If you have selected IN-STORE PICKUP as your preferred method, please wait for our verification call or email before coming to pick-up your order. Our staff will ask for photo identification at the time of pick-up. Your photo identification must match this order's Billing Address or Shipping Address contact.
For questions or concerns regarding our shipping policy, please contact us at [email protected].
Returns must be initiated within 14 days from the date your package was delivered. You may bring returns in-store or follow the online return procedure stated below.
For online orders, returns must be initiated within 14 days of the accepted delivery of your item based solely on the courier documentation. Return shipping will be covered by the customer to TH Fireplaces at 5308 4 St SE Calgary, AB T2H 1K5, no restocking fee will be charged on returned items. TH Fireplaces will pay for return shipping, only if the return is a result of our error (you received an incorrect or defective item, etc.).
TH Fireplaces will not accept items that have been damaged due to improper installation or incorrect handling, returned items will only be accepted if they appear to be in new condition.
If you need to initiate a return for any item purchased for thfireplaces.ca online store and are unable to return the item in-store, simply fill out the return form and email [email protected] and write "Return" plus your order number in the subject line. Refunds will be returned directly to the original method of payment minus any shipping charges incurred. You may also request a return form from us directly at [email protected].