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, and what if something is damaged?
Here's what happens between checkout and your first fire.
Why These Products Ship Freight
Fireplaces, mantels, and large pizza ovens are heavy, oversized, and often crated. That's beyond what parcel carriers handle, so they move on LTL (less-than-truckload) freight carriers — the same networks that deliver appliances and furniture.
Smaller items — covers, peels, tools, accessories — ship standard parcel.
The Timeline, Step by Step
- You order. We confirm stock and place your order with the manufacturer's distributor.
- It ships from the warehouse, direct to you, packaged for freight transit.
- Delivery is arranged. Put a phone number on your order that you'll answer — the carrier may use it to arrange delivery.
- Delivery day. The truck arrives with liftgate service — the crate is lowered to the ground at your curb or driveway.
- You inspect before signing. This is the single most important step — details below.
The One Thing You Must Do: Inspect Before You Sign
Freight to the lower 48 is included, with liftgate delivery. Inspect the shipment before you sign; if anything is damaged, note it on the delivery receipt and call us. We'll handle the claim with the distributor and manufacturer.
- Crushed corners, punctures, forklift holes, broken banding, a tilted crate — write it on the delivery receipt before signing, and take photos.
- If damage is severe, you can refuse the delivery. Call us right then — (814) 440-4817.
Found Damage After Opening the Crate?
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 with the distributor and manufacturer. Full details in our Shipping Policy and Refund Policy.
What About Smaller Items?
Accessories ship standard parcel with tracking. Call us before ordering if you want to check how a specific item ships.
FAQ
Do I need to be home?
For freight, yes — someone needs to receive, inspect, and sign.
Will they bring it inside or install it?
Freight delivery is curbside with liftgate. Getting it inside and installed is on you or your contractor — plan a helper for heavy units. American Hearth Supply supplies equipment only; we don't install.
What if it arrives damaged?
Note it on the delivery receipt, take photos and call us. We'll handle the claim with the distributor and manufacturer.
How long does delivery take?
Transit time depends on the product, the warehouse and your region. Call us and we'll tell you what to expect for your item.
Questions Before You Order?
Call us and ask exactly how your specific item ships.
(814) 440-4817 — American Hearth Supply
