If you've never bought a fireplace or pizza oven online, the words "ships via freight" can stop you cold. What does that actually mean? Will a semi truck show up unannounced? What if it's damaged?
Fair questions. Here's exactly what happens between checkout and your first fire — no surprises.
Why These Products Ship Freight
Fireplaces, mantels, and large pizza ovens are heavy, oversized, and often crated. That's beyond what UPS or FedEx ground handles, so they move on LTL (less-than-truckload) freight carriers — the same networks that deliver appliances and furniture across the country every day. It's routine; it's just probably new to you.
Smaller items — covers, peels, tools, accessories — ship standard parcel like anything else you order online.
The Timeline, Step by Step
- You order. We confirm stock and process your order with the warehouse — usually same or next business day.
- It ships from the warehouse, direct to you. Your product ships insured from the distribution warehouse, crated and packaged specifically for freight transit.
- The carrier calls to schedule delivery. This is the part people don't expect: freight doesn't just show up. The carrier contacts you to set a delivery appointment window that works for you.
- Delivery day. The truck arrives with liftgate service — the crate is lowered to the ground at your curb or driveway. You don't need a forklift or a crew.
- You inspect before signing. This is the single most important step — details below.
The One Thing You Must Do: Inspect Before You Sign
When freight arrives, the driver will ask you to sign a delivery receipt. Before you sign, look the packaging over.
- Crushed corners, punctures, forklift holes, broken banding, tilted crate — note it in writing on the delivery receipt before signing. Even "possible concealed damage" is enough.
- If damage is severe, you can refuse the delivery. Call us right then from the driveway — (814) 440-4817 — and we'll take it from there.
Why this matters: a clean signature tells the insurance process everything arrived perfect. A note on the receipt keeps your claim airtight. It takes 60 seconds and it's the best protection you have.
Found Damage After Opening the Crate?
It happens — packaging looks fine, contents took a hit. Report concealed damage to us within 5 business days of delivery with photos of the packaging and the damage, and we'll handle the claim and the resolution. You will not be stuck negotiating with a freight carrier — that's our job, not yours. Full details in our Shipping Policy and Refund Policy.
What About Smaller Fireplaces?
Some electric fireplace models and all accessories ship standard parcel with tracking — no appointment, no signature ceremony. Your order confirmation will make clear which way yours ships, and you can always call us to check before ordering.
FAQ
Do I need to be home?
For freight, yes — someone needs to receive, inspect, and sign. That's why the carrier schedules an appointment with you first.
Will they bring it inside or install it?
Standard freight is curbside with liftgate. Getting it inside and installed is on you or your contractor — plan a helper for heavy units.
Is shipping insured?
Yes. Every freight shipment we send is insured in transit.
How long does delivery take?
Most orders are in transit within a few business days of ordering; freight transit typically adds several more depending on your region. We'll keep you posted with tracking.
Questions Before You Order?
Call us and ask exactly how your specific item ships. Two minutes on the phone beats wondering.
📞 (814) 440-4817 — American Hearth Supply
