Almost all of our orders ship out within 1 business day. Though, in our busier seasons, it is not uncommon for orders to take 1-3 business days to ship out.

Our order cut-off time for shipping is 9:00am PST (12:00pm EST). This just means that if an order is placed after this time, we cannot guarantee that it will go out that business day.

*We do not ship out on US or Canadian holidays.

Here are some examples of likely shipment times:

• If you place an order on Tuesday at 12:00pm PST, it will likely not leave our warehouse until the following day, Wednesday.
• If an order is placed on a Saturday, it will not go out until at least Monday (as business days are Monday-Friday).

Here are some more in-depth examples:

• If you were to place an order with the "USPS Priority Mail (2-3 Days)" service on Monday at 7:00am PST, it is likely to ship out that day and show up Wednesday or Thursday if transit goes smoothly.
• An order placed Thursday at 2:00pm PST with "UPS Next Day Air (1 Business Day)" would not leave our warehouse until Friday -- and because shipping does not occur on weekends, you would not receive your package until Monday.

If you have ordered some back-ordered items, then we will most likely ship out any items that we do have in stock right away -- for the remaining items, we will send them out as soon as we can.

After an order has been shipped out by us, the best way to find out how long it will be until your package arrives is to check on the tracking page. Your tracking link will be located within the "Shipping Confirmation" email, which is automatically sent to you when your order is shipped.

Transit times will depend on the shipping option you chose when placing your order. Though, these estimated transit times are dependent on everything going smoothly with the shipping carrier. The most common example of something that will affect transit time is poor weather conditions.

If you have not placed your order yet, and are trying to figure out how long it will take for your order to arrive after the order goes through, please also refer to "When will my order ship?"

After we hand off the package to the postal service, it is no longer in our control, and we do not take responsibility for any delays that occur during transit.

You should receive a shipping confirmation with a tracking number when we pack your order for shipment. If you have not received a shipping confirmation, then it is likely your order has not been shipped out yet.

If you believe your order should have been sent out already, then it is possible that your email's spam filter sent the shipping confirmation to your junk folder by mistake.

If the email was not found in your junk folder, then there may have been an error in the email address entered when the order was placed. You should have also received an order confirmation at that same address when the order was placed. If you did not receive the order confirmation email either, then contact us in the USA at support@fire-parts.com or in Canada at support@fire-parts.ca and we can find out if the email address was entered correctly.

The tracking number is created as soon as we create the shipping label for the package, but the tracking page sometimes does not display correctly until the shipping carrier processes the package themselves (this typically happens near the end of the business day).

The shipping confirmation and tracking number are emailed to you when we create the shipping label for your package. If there is a problem with the label and we need to make a new one, a new tracking number will be created but you will not be emailed a new shipping confirmation. We do this to avoid sending too many emails at once to our customers, but it means that the only tracking number you would have received will not work.

If your tracking page is not displaying correctly and it has been at least 1 business day, please email us in the USA at shipping@fire-parts.com or in Canada at shipping@fire-parts.com and we can figure out what happened.

If your item(s) arrived damaged, please email pictures of the packaging it was shipped in, as well as of the damaged item(s) to the USA at shipping@fire-parts.com or in Canada at shipping@fire-parts.ca.

After we review the photos, we can send out replacement parts to you as soon as we can. We may also send a paid return label with the new item(s), so that we may get the damaged item(s) back.

If your package arrived and there were items missing from your order, it is possible that the missing items were unable to be shipped at that time. Most commonly, the items were out of stock at the time the order was placed and we chose to split the order so that we could get you the rest of your items sooner -- instead of waiting for the out-of-stock items to arrive. If this is the case, then those items should not be on the packing slip you received with your package, and we will be shipping out the remainder of the order as soon as we can.

It is also possible that there was a mistake made on our end when packing your order. The clearest indication of this would be if the count on the packing slip does not match what was sent. If you believe this may have happened, please contact us at the USA at shipping@fire-parts.com or in Canada at shipping@fire-parts.ca and we will try to get the missing item(s) out to you as soon as possible.

We are sorry, but we do not have a phone number listed on our site for record keeping and efficiency reasons. We recommend that you email us in the USA at shipping@fire-parts.com or in Canada at shipping@fire-parts.ca to ask the status of your order. You can also reach us using WhatsApp or SMS Text messaging at 1-888-995-5055. We make responding to customers a priority of ours to ensure questions are answered as quickly as possible.

If you were sent the wrong item by mistake, please email a picture of the item you received to the USA at shipping@fire-parts.com or in Canada at shipping@fire-parts.ca so we can try and find out what happened. After we receive this information, we will try to get the correct item(s) out to you as soon as we can. We will also provide a paid return label that you may use to send the incorrect items back to us.

If we have the part in stock, it is not past our shipping cut-off (9:00am PST / 12:00pm EST), and it is not Friday, then by selecting one of the "UPS Next Day Air" shipping options in checkout, you should receive your part tomorrow.

We recommend that in this situation you email us in the USA at shipping@fire-parts.com or in Canada at shipping@fire-parts.ca to make sure that we do have enough of that item on hand, as well as check with us if it is too late to get your order out if it is slightly after 9:00am PST (12:00pm EST).

If it is Friday morning or Thursday afternoon, then no, your package will not arrive on Saturday or Sunday no matter which shipping option you choose.

The differences between the three "UPS Next Day Air" options are the time of day the package is likely to arrive. "Early AM" is likely to arrive early in the morning. The regular "Next Day Air" option is likely to arrive late morning or early afternoon. The "Next Day Air Saver" option is only likely to arrive sometime that day.

After the package is handed off to the postal service, we then have no control over it -- we take no responsibility for any delays in transit. These delays are rare, but can happen; they are more likely to occur when there are poor weather conditions or during the holiday season.

If your package arrived later than expected, and it was because we did not ship your order out on the date you were expecting, then please email us in the USA at shipping@fire-parts.com or in Canada at shipping@fire-parts.ca and we can try to figure out the reason for this.

If it was the postal service who experienced delays, then we are sorry but after the package is in their possession we have no control over it -- so we do not take responsibility if there are delays on their end. The transit times are not always guaranteed, transit times are dependent on everything going smoothly with the shipping carrier. The most common example of something that will affect transit time is poor weather conditions.

If you are a professional who intends to purchase parts from us to be used to service fireplaces, then odds are you are eligible to be set as an Authorized Dealer.

If you would like to purchase parts from us solely for resale purposes, please email us in the USA at support@fire-parts.com or in Canada at support@fire-parts.ca and we can go over your eligibility for a discount.

If you are eligible to become an authorized dealer, all you need to do is create a normal account then log in and go to this page in the USA - https://www.fire-parts.com/pages/dealer-program

In Canada - https://www.fire-parts.com/pages/dealer-program

After you read through the information on this page and submit the form with the correct information, we will look over the application and set your account as an Authorized Dealer. After this happens, when logged in you should see your discount when adding to cart and at Checkout.

After an application is submitted, it typically takes us within 1-2 business days to review it and change your account settings.

After your account is set as an Authorized Dealer, your discount will be automatically applied when going through the ordering process on our site.

You should receive an email from us when your discount is applied saying your application was approved -- at that point, when logged into our site you should see new pricing beside original pricing on each of our products when adding to cart and at checkout.

If your Authorized Dealer application has already been approved and you were able to see the discounted prices when placing your order, and you still did not end up receiving the discount, then please email us in the USA at support@fire-parts.com or in Canada at shipping@fire-parts.ca.

If you believe that your application was approved but you do not remember seeing the discounted prices when placing your order, log back into our site and go to any product page -- you should be able to see a discounted price next to the original price on the product page. If you do not see this discounted price when logged in, then that account has not been set as an Authorized Dealer.

If you did receive the Authorized Dealer confirmation email or you have been able to receive the discount in the past, then it is possible that you are logging into the wrong account -- and if you are not, email us in the USA at support@fire-parts.com or in Canada at shipping@fire-parts.ca.

If you have never received a discount from us before, and you have not received the Authorized Dealer welcome email from us notifying you that your account has been set as an Authorized Dealer, but you have submitted your application, then it is most likely that your application has just not been approved yet and you will have to wait a little longer.

If you have not submitted an application yet to become an Authorized Dealer, if you are eligible, please fill out the form on this page and submit it, and wait for it to be approved:

In the USA - https://www.fire-parts.com/pages/dealer-program

In Canada - https://www.fire-parts.com/pages/dealer-program

If you have already placed your order and did not receive the discount, but you do want the discount on those items -- you will need to cancel your order before it is shipped, and wait for your application to be approved, then re-order.

All orders placed before the application is approved will not receive a discount.

All you need to do is click on the "Forgot your password?" link found on this page in the "Returning Customers" section in the USA - https://www.fire-parts.com/account/login

In Canada - https://www.fire-parts.com/account/login

Then you just need to type in the email address that you used to create your account, and a password reset email will be sent to that address.

The most common reason for login trouble has to do with the fact that we have two stores. We have an American (Fire-Parts.com) store and a Canadian (Fire-Parts.com) store. The accounts are not cross-compatible, so if you are on the wrong site, your email and password will not work. Aside from that, make sure there are no spelling errors, extra characters, and make sure caps lock is not on by mistake.

If none of these solutions help, please email us in the USA at support@fire-parts.com

In Canada at - shipping@fire-parts.ca

No problem, just send us an email in the USA at support@fire-parts.com or in Canada at support@fire-parts.ca with the name that the account would be under. Also, other information like company name, address, phone number, or previous order numbers could be useful to us in identifying your account. With this information, we should be able to email you the email address used.

We are sorry, but at this time we do not store any customer credit card information on our site. We would like to incorporate this feature in the future but it is not possible at this time.

If you are a professional who intends on buying parts from us to service fireplaces, then you more than likely are eligible to become an Authorized Dealer. An Authorized Dealer will have a discount applied to their account for purchasing.

All you need to do is log in to your account, go to your account details by clicking your name in the top right, then click "Edit Your Account". If you are already logged in, you can just click this link in the USA at https://www.fire-parts.com/tools/customr

In Canada at https://www.fire-parts.ca/tools/customr

If you make any changes, make sure to press "Save Account Details".

If you need help finding out which part you need or figuring out if a specific part will work with your fireplace, please read through the information on this page in the USA at https://www.fire-parts.com/pages/cant-find-your-part

In Canada at https://www.fire-parts.ca/pages/cant-find-your-part

Here is a short video that may be enough to help you find what you are looking for.

If you need help finding out which part you need or figuring out if a specific part will work with your fireplace, please read through the information on this page - in the USA at https://www.fire-parts.com/pages/cant-find-your-part

In Canada at https://www.fire-parts.ca/pages/cant-find-your-part

Yes, we do carry vent-free gas fireplace parts. These parts are only approved for use in and sold to the United States where allowed by local and or State Authorities.

We are sorry, but we do not have a phone number available for support on our site as all of our support is done through email or text for efficiency and record-keeping reasons. If you need help finding out which part you need or figuring out if a specific part will work with your fireplace, please read through the information on this page in the USA at https://www.fire-parts.com/pages/cant-find-your-part

In Canada at https://www.fire-parts.ca/pages/cant-find-your-part

You can email us in the USA at partshelp@fire-parts.com

In Canada at partshelp@fire-parts.ca

As well, you can use WhatsApp or text 1-888-995-5055

Yes, you can text or WhatsApp us at 1-888-995-5055. We will not use this for marketing or to contact you unless you contact us first. You can opt out of us contacting you this way by replying with “Stop”.

We are sorry, but we do not have a technical support number which you can call, as all of our support is done over email for efficiency and record-keeping reasons. We recommend that you email us in the USA at partshelp@fire-parts.com or in Canada at partshelp@fire-parts.ca with all of the information you have, including: brand and model number of fireplace, the SKU of the part that you ordered, what is wrong with the fireplace, as well as any other information you may have.

All you need to do is email us a picture or two to the USA at partshelp@fire-parts.com or in Canada at partshelp@fire-parts.ca and if it is damaged or we cannot help you troubleshoot the device, then we will send you a replacement as soon as we can.

If the part is not visibly damaged, then it would be helpful for us if you explain how you know the part is defective -- let us know what tests you did so we can rule some issues out.

You can pay for your order using any of the following methods:

Current Payment Methods

• Visa
• Mastercard
• American Express
• Discover
• ShopPay
• Diners Club
• JCB
• BCcard and DinaCard
• UnionPay

We apologize, but no we do not take orders over the phone. We are an online company and for our systems to work most efficiently we need our customers to place all orders online through our website.

If your order has not already been shipped, you may click the "Edit Or Cancel My Order" link in the order confirmation email sent to you when you placed your order. Or you can log in to Fire-Parts.com and go to your account details page by clicking your name in the top right or if logged in you can go to this link in the USA at https://www.fire-parts.com/account or in Canada at https://www.fire-parts.ca/account.

If your order has already been shipped, and you only recently received the shipping confirmation, you can email us in the USA at shipping@fire-parts.com or in Canada at shipping@fire-parts.ca and if your package has not left our warehouse, then we should be able to still cancel your order for you.

If your order is already in the possession of the postal service, then we cannot cancel your order. If you do not want the parts, then you will have to wait for the parts to arrive and then go through our return process to receive a refund for them.

We apologize, but no we do not take orders through the means of an emailed or faxed purchase order. We are an online company and for our systems to work most efficiently we need our customers to place all orders online through our website.

The estimated wait time depends on the part. We will send your item(s) out as soon as we can, but if you send us an email in the USA at support@fire-parts.com or in Canada at support@fire-parts.ca we can try and give you our best estimate.

The two most common reasons for our customers not receiving their order confirmation emails are:

 - The customer’s email client filed the confirmation under spam by mistake. Please make sure to check your junk or spam folders and see if that is where the email is located. There is a chance you may need to allowlist in the USA at support@fire-parts.com or in Canada at support@fire-parts.ca to be able to receive our emails, depending on how aggressive your email client is.

 - There is a chance that there was a mistake made when entering the email address during account creation or checkout.

If you do not believe it was an issue with your spam filter, or if you would like for us to try sending the emails to you again, please email us at support@fire-parts.com and we can try and figure out what the problem is.