What to check.
What to choose. What happens next.

A brick or stone surround does not tell you whether the fireplace is masonry or factory-built. Take a straight-on photo of the opening and look for a make-and-model label without removing installed parts. Our fireplace identification guide explains the clues.

Yes. Schedule a call or send us your question. A photo, the fireplace’s make and model, and a description of what you want to change give us a useful starting point.

Start with the opening width at the top, middle and bottom, and the height at the left, middle and right. Record the actual opening measurements; do not subtract an allowance yourself. The fireplace type, frame and inside or overlap fit may require extra measurements. Follow our measurement guide before submitting an order.

Inside fit sets the frame within the fireplace opening and can give a recessed look. Overlap fit sits over the front edges and needs a suitable mounting surface around the opening. Before choosing, check three things: whether the sides are square, whether the surrounding brick or stone is flat enough, and whether a raised hearth or vents would interfere. Record the opening dimensions without subtracting an allowance. Our measurement guide shows what to record; send photos if the opening is uneven.

No. Start with the fireplace manufacturer and exact model. Factory-built fireplaces can have model-specific door, ventilation and installation requirements. Keep louvers and required air openings clear. Ask us to check the proposed door against your fireplace before ordering.

Mesh screens help contain sparks while leaving the fire visible. Glass doors are a different assembly with their own operating instructions. Many wood-burning door sets must stay open while a fire is burning, with the mesh closed. Follow your exact fireplace and door manuals. See the screen buying guide.

A correctly sized and positioned non-combustible mantel can act as a heat deflector. The shelf depth, distance from the opening and fireplace design all matter. Plan the arrangement using the fireplace’s TV-placement or heat-management instructions and the TV’s temperature limits. Our mantel guide walks through the details.

Check which type your fireplace is approved to use before comparing styles. Vented sets require the venting and damper arrangement in their installation instructions. Vent-free sets have appliance, room and local installation restrictions. Read our comparison and have a qualified installer check your fireplace.

Our measurement and installation service is available in Orange County, California only. Contact us to discuss your location and project. Outside that area, arrange installation with a qualified local professional.

Separate the schedule into production and shipping. The product estimate and order confirmation describe the first part; carrier tracking begins later. A tracking page with no shipment does not tell you how far a custom item has progressed in production. If your installer has a target date, send us the product, finish, size and delivery ZIP code before booking around an assumed arrival date.

For a shipped item, use Track an order with the details from your shipping email. For a custom item still in production, send your order number through our contact form. If only part of an order arrives, compare your packing information with the order and check for additional shipping emails before reporting the missing items.

Contact us immediately. Our refund policy allows cancellation of a custom order within 48 hours of placing it, unless production begins earlier. Once production starts, changes may not be possible. Read the full cancellation policy.

The Fit Guarantee terms require both a live video measurement verification before production and a photo of the opening with existing doors removed. Arrange the verification with our team before production; a photo or a general order review alone does not meet both requirements.

Custom-made products are final sale and cannot be returned. If there is a defect or a specification error, contact us with the order details so we can review it under the applicable terms. Read the refund policy before ordering.

The current refund policy allows unused in-stock items in their original packaging to be returned within 10 days of purchase. A 10% restocking fee applies, and return shipping is the customer’s responsibility. Contact us first and read the full return requirements.

Our shipping policy includes free shipping on most custom orders to the lower 48 states. Oversized or crated items may carry an additional fee. Alaska, Hawaii, Canada and Puerto Rico require a quote. Check your order details and the shipping policy.

Check the packaging and shipment for visible damage before signing. Record any damage on the delivery paperwork and take photos of the packaging and product. Follow the delivery instructions, and contact us immediately if something is wrong.

Keep the product and all packaging. Take a wide photo of the whole item, a close-up of each issue, and photos of the outer packaging and shipping label. Include your order number and delivery date. Do not install or use a damaged product or handle broken glass. Follow the inspection and reporting requirements in the refund policy and shipping policy.

Contact us as soon as possible. A change may not be possible once the carrier has the shipment, and rerouting can incur a fee. The current shipping policy lists a $200 reroute fee.

Coverage depends on the product, component and manufacturer. Start with our warranty page and keep your order confirmation. Do not assume that the frame, finish, glass and electronics share the same warranty period.

Start with the coverage for the affected component: frame/workmanship, finish, glass or hardware may have different terms. Email your order number, purchase date and description of the issue, plus a full-product photo and close-up photos. The claim steps explain timing, review and possible resolutions. Keep the product available for review; do not arrange an unauthorized repair.

Let the fireplace and product cool completely. Use the care instructions for the exact material and finish; abrasives and unsuitable cleaners can damage surfaces. If you cannot find the instructions, contact us with the product name before trying a cleaner.

Yes. Visit EF Pro Partner to learn about the trade program and apply. For a specific project, include the product, measurements and any plans when you contact us.

Browse our project gallery for ideas and customer reviews for feedback. A photo can help you choose a look, but your fireplace still needs its own measurements and product selection.

Check the complete selected configuration, not just the first price on a collection card. Compare the size, material or finish, included parts and any options you actually need. For gas equipment, check fuel type, controls and the required venting or installation parts for that exact model. For custom doors and mantels, confirm the dimensions and mounting requirements before comparing totals.

First confirm the product type, compatibility and measurements. Then compare the finish in the room: the fireplace surround, other metal finishes and nearby lighting can change how it looks. If a sample is available for that product, view it in your room before committing to a custom order. A lifestyle photo is useful for proportion and style; it is not a color match or proof of fit.

No. A photo helps identify visible features and the next questions to ask. It cannot establish exact opening dimensions, hidden construction, required clearances or model-specific compatibility. Use the photo check to find a starting point, then confirm measurements and the fireplace’s make/model before ordering.