Shipping & Delivery

Fulfillment & Freight Guidelines
Shipping Architecture & Spatial Limits
We provide complimentary ground shipping with standard curbside delivery across the contiguous United States (the lower 48 states) for the vast majority of our catalog. Shipments destined for alternative territories, offshore states, or international drop points require custom logistics coordinates and will receive individualized freight pricing upon request.
Transit Methodology & Tracking Protocols
To guarantee rapid and secure transit, your items are dispatched utilizing premium, time-tested fulfillment networks.
  • Parcel Shipments: Compact, low-weight electric units are processed via standard express couriers, primarily FedEx, UPS, or USPS.
  • Heavy Freight Shipments: Large, high-volume fireplace setups are handled by heavy-duty commercial freight lines, including specialized networks like Estes Express, R&L Carriers, or ABF Freight.
The moment your order leaves our loading bay, an automated dispatch notice containing a designated tracking assignment will hit your inbox. We strongly advise monitoring this routing number online or via telephone with the respective carrier to anticipate the exact drop-off window. Should you observe any irregular delays, routing anomalies, or stagnation in your tracking timeline, contact our support desk immediately.
Support Channels
For shipment tracking updates, general fulfillment inquiries, or specific logistical support:
  • Digital: Reach out via email to customerservice@ezember.com
  • Telephone: Contact our support agents at (714) 699-3672
Delivery Modalities
Standard Ground Parcel Drop-offs
Small-scale product lines handled via parcel networks typically land at your designated location within 3 to 7 business days following warehouse departure, depending on your geographic proximity to our distribution centers. Because these standard carriers rarely mandate a physical signature upon drop-off, drivers are instructed to leave the parcel in a secure, weather-protected space adjacent to your primary entrance.
Heavy Freight Trucking Operations
Oversized fireplace units require transport via heavy freight vehicles. Per standardized trucking industry guidelines, "Home Delivery" translates exclusively to a curbside drop within residential neighborhoods. Drivers are not obligated to bring shipments past the curb; you must arrange for adequate physical assistance to transfer the cargo inside, or systematically unbox the freight at the curb to carry individual structural elements inside yourself.
Select carriers can accommodate alternative drop locations—such as depositing the pallet inside an accessible garage or open carport. If you require this specialized handling, you must contact our sales team prior to finalizing your purchase order to check regional eligibility and coordinate the necessary billing upgrades.
Scheduling the Freight Appointment
Heavy freight shipments typically reach your localized regional terminal within 7 business days of departure. Once the cargo is processed locally, a terminal representative will contact you directly using the phone number on file to finalize a residential delivery window.
These appointments are standardly arranged in 2-to-4-hour blocks spanning 8:00 AM to 5:00 PM, Monday through Friday. For faster scheduling, you can bypass the wait by reaching out to the linehaul carrier directly using the contact information and freight carrier identity supplied inside your initial Shipping Confirmation Email.
Critical Inspection & Freight Verification Rules 
                      ┌────────────────────────────────────────┐
                      │    CRITICAL FREIGHT RECORDING RULE     │
                      └────────────────────────────────────────┘
                                          │
    Your signature on the carrier's receipt is a binding legal affirmation 
    that the cargo arrived in flawless, undamaged condition. 
                                          │
            ┌─────────────────────────────┴─────────────────────────────┐
            ▼                                                           ▼
┌───────────────────────────────────────┐   ┌───────────────────────────────────────┐
│     EXTERNAL CONTAINER IS DAMAGED     │   │      INABILITY TO INSPECT CARGO       │
├───────────────────────────────────────┤   ├───────────────────────────────────────┤
│ Instantly write "CONTENTS DAMAGED"    │   │ Print "CARTON DAMAGED" if you spot    │
│ directly onto the driver's slip,      │   │ any tears, scuffs, wet spots, or dents│
│ then add your physical signature.     │   │ prior to the driver's departure.      │
└───────────────────────────────────────┘   └───────────────────────────────────────┘
The Legal Weight of Your Signature
When dealing with heavy freight trucking, your signature on the delivery document acts as a binding legal confirmation that the merchandise arrived in immaculate condition. Consequently, you must execute a comprehensive visual inspection of the outer shipping container for any structural compromise before signing the release slip.
If you detect visible damage to the external box, crate, or interior product, you must write "CONTENTS DAMAGED" clearly and legibly on the delivery receipt presented by the operator before signing your name. Executing this step safeguards your consumer rights and guarantees a seamless resolution for your claim.
Hidden Damage Protocols (Concealed Issues)
Every outgoing asset undergoes rigorous quality checks before leaving our facilities to ensure structural integrity and cosmetic perfection. While our items travel inside high-grade protective crating, intense vibrations or transit drops can occasionally cause structural issues without showing significant exterior box trauma.
If you cannot unpack and check the inner mechanics while the operator is on-site, look closely at the outer packaging. If you spot any superficial flaws—such as scuffs, crinkles, minor punctures, moisture, or fraying—you must write "CARTON DAMAGED" on the carrier’s slip before signing.
Immediate Claims Timeline
If an asset arrives with transit damage, you must report the issue within 24 hours of delivery by emailing customerservice@ezember.com or dialing (714) 699-3672.
Our team cannot assume financial liability for repair costs, replacement units, or component logistics if the delivery document was signed cleanly without explicit damage notations. If you discover a severe issue during your initial roadside assessment, note the damage details directly on the Bill of Lading, refuse to accept the shipment from the carrier, and contact our offices immediately.