How can we help?

Yes — free shipping on every order within the contiguous United States. There are no minimums, no surcharges for oversized custom doors, and no shipping cost added at checkout. The price you see on the product page is the price you pay.

All major credit cards (Visa, Mastercard, American Express, Discover), plus accelerated checkout via:

• Shop Pay — saved address + 1-tap checkout
• Apple Pay & Google Pay
• PayPal
• Shop Pay Installments — split into 4 payments, no interest (eligibility based on cart total)

For phone orders, we accept the same cards plus check or wire transfer (call (949) 619-7824).

Absolutely. Call (949) 619-7824 Mon–Fri 9 AM–5 PM Pacific Time. A real fireplace specialist (not a call center) will walk you through measurements, options, and finishes. Most phone orders take 15–20 minutes.

Every order goes through a human review before production. A specialist verifies your measurements, fit type, finish selection, and any photos you upload — then flags anything that looks off (mismatched fit type, unusual opening shape, etc.) before we cut steel. We email you within one business day if anything needs adjustment.

This is included on every order at no extra charge. It's why our return rate is under 2%.

Yes. On every product configurator page there's a "Save or share configuration" link below the size step — it emails you a copy of your selections plus a link to resume. You can also share that link with a designer or contractor.

Yes — physical color chips for powder coat finishes are $10 each with free shipping. When you order your door, mantel, or screen, we credit the sample cost back as a $10-off promo code per sample (max $50 credit).

Samples ship within 2 business days. Order from the "Not sure about color?" section on any configurator page.

Shop Pay Installments is available at checkout — split your purchase into 4 interest-free payments over 6 weeks (orders typically $50–$17,500). Eligibility is determined by Shop Pay; no impact on your credit score for the soft pre-qualification.

Two measurements at minimum:

• Width — the narrowest point of the opening (often near the bottom or top, not the middle)
• Height — bottom of the opening to the top, at the lowest point if the top has any arch

Decimals or fractions to the nearest 1/8″ are perfect — our team verifies before production. For arch openings or unusually shaped fireplaces, the configurator will ask for additional measurements.

Step-by-step photo guide: How to Measure Your Fireplace →

Custom Made — built to your exact opening, any width/height combination. Used by 90% of buyers because most fireplaces aren't standard. Lead time 2–3 weeks.

Standard Sized (Quick Ship) — pre-built doors in fixed sizes (e.g. 36×28, 42×30). Ships in 2–6 days but only works if your opening matches one of the available sizes within ½″.

If you're not sure which fits your fireplace, the configurator auto-routes you. Or call us — we'll check in 30 seconds.

Yes — we offer arch fireplace doors for round, half-round, gothic, and tudor arch openings. The arch configurator uses width + peak height (United Inches) instead of standard W×H. We also send a free template kit for complex arches so you can trace the curve and mail it back.

• Overlap Fit — the door frame sits ON TOP of the brick or stone surround, overlapping by 1–2 inches on each side. Most common, easiest install. Hides any uneven brick edges.
• Flush Fit — the frame sits flush with the brick face, requires perfectly square opening. Cleaner look, harder install.
• Inside Fit — the entire frame mounts INSIDE the opening (recessed). Used for prefab fireplaces with metal frames or when you want the door not to project outward at all.

If you're unsure, our team picks the right fit during Expert Fit Review. Most masonry buyers go Overlap.

Masonry — built with brick, stone, or block. Has a chimney with a damper, no metal box. Usually built when the house was constructed.

Prefab (factory-built) — has a metal firebox visible behind the brick or stone facade, plus a metal flue or vent pipe. Often has a manufacturer label inside the firebox.

Doors for these two are not interchangeable. Send us a photo at info@exceptionalfire.com if you can't tell — we identify it in seconds.

The Expert Fit Review catches most measurement issues before production starts. If something looks off (e.g., aspect ratio doesn't match a typical fireplace), we email you within one business day to clarify.

If a door arrives and the fit is genuinely wrong because of a measurement error, we offer one free re-make at our cost (no charge for materials or shipping). This is part of our Guaranteed Fit promise.

Yes — and our AI Fireplace Expert can pre-fill the configurator from a single photo in 15 seconds. Click "Match my fireplace" on any door product page, snap or upload a photo, and the AI identifies opening shape, fit type, hearth configuration, and recommends compatible doors.

If you'd rather have a human review the photos, email them to info@exceptionalfire.com — we reply within one business day.

• Custom Made doors, mantels, screens — typically 2–3 weeks from order to ship
• Standard / Quick Ship products — 2–6 business days
• Gas log sets — typically 1–2 weeks (varies by manufacturer)
• Aluminum doors — 1–3 weeks (faster than steel due to manufacturing process)
• Finish samples — ship within 2 business days

Each product page shows the lead time for that specific item. Shipping itself takes 5–14 business days depending on destination.

Free shipping is for the contiguous 48 United States. We can ship to Alaska, Hawaii, and Canada — call (949) 619-7824 for a quote (additional shipping cost applies based on weight and destination).

For other international destinations, contact us at info@exceptionalfire.com with your address and product of interest.

You'll receive an email with a tracking link as soon as your order ships. You can also visit our Track Order page any time and enter your order number + email.

For production status (before shipment), reply to your order confirmation email or call us — we'll give you a real ETA.

Inspect every package before signing for it. If you see external damage, note it on the delivery slip ("Box damaged" or "Refused — visible damage") and call us within 24 hours.

If hidden damage is found after unboxing, take photos of the box AND the product (don't discard the packaging) and email info@exceptionalfire.com within 5 business days. We replace damaged items at no cost — no questions asked, no shipping fee for the replacement.

Custom-built doors are not returnable for buyer's remorse — they're built to your exact specifications and can't be resold. This is why the Expert Fit Review exists: we catch issues before production.

Exceptions:

• Defective workmanship → replaced at no cost
• Wrong product shipped → replaced at no cost
• Damaged in transit → replaced at no cost
• Doesn't fit due to OUR error in measurements provided → re-make at our cost

Standard / Quick Ship products carry a 30-day return window if unopened.

• Doors: 5-year limited warranty on frame, hinges, and welds
• Glass: Lifetime warranty against thermal breakage from normal fireplace use
• Mantels (steel): Lifetime warranty on materials
• Mantels (concrete): 5-year warranty
• Gas logs: Limited lifetime on burner + ceramic logs (Grand Canyon manufacturer)
• Electronic ignition systems: 2-year warranty

Warranty covers manufacturing defects, not damage from misuse, improper installation, or modifications. Email info@exceptionalfire.com with photos to start a claim.

Doors and mantels ship directly from our manufacturing partners (Stoll Industries in South Carolina, Design Specialties in Wisconsin, etc.). Gas logs ship from Grand Canyon Gas Logs in Arizona. We coordinate freight and tracking — you get one shipment with one tracking number per item.

Doors: Steel (most common), aluminum (lighter, faster lead time), wrought iron (decorative), stainless steel (outdoor + corrosion resistant), full-view glass.

Mantels: Steel (powder-coated), concrete (cast in molds), wood-grain (steel with realistic wood texture finishes).

Each material has different finish options — see the configurator on each product page.

• Bi-fold — each side has 2 panels that fold accordion-style. Maximum opening, no doors blocking the view of the fire when fully open. Most popular for daily use.
• Cabinet — single solid door on each side that swings open like a cabinet. Cleaner closed look, slightly less opening when in use.
• Sliding — doors slide left/right on a track. Used in tighter side clearance situations.

Finishes are organized into 4 tiers depending on the manufacturer:

• Standard / Powder Coat — Matte Black, Textured Black, Charcoal, Antique Brass, etc. Included in the base price.
• Premium — Burnished Bronze, Antique Steel, Brushed Nickel, etc. +$315–$395 surcharge typical.
• Plated & Stainless — Brushed Stainless, Polished Brass, real-metal plated finishes.
• Overlay & Wood Grain — multi-tone hand-applied finishes for an aged or wood look.

Each product page shows only the finishes available for that specific door/mantel. Order $10 samples if you want to see them in your space.

Glass (heat-tempered, ceramic, or smoked) is for fireplaces you want to look closed and clean even when not in use. Most decorative use.

Mesh (twin-gate or pull-screen) is for fireplaces you actually burn — wood smoke, ash, and ember spray needs to escape. Most masonry buyers choose mesh OR have both (glass for decoration + mesh for burning).

Some doors include both at no extra cost — see "Glass + Mesh" in the configurator.

A mantel made entirely of non-flammable materials (steel, concrete, ceramic) instead of wood. Required by code for many gas and zero-clearance fireplaces where the mantel sits within a certain distance of the firebox.

All ExceptionalFire mantels in the Non-Combustible Mantel Shelves category are zero-clearance safe — meaning they can be installed directly above the firebox with no minimum distance restriction.

Glass on fireplace doors gets very hot during a fire — even hours after extinguishing. We recommend Child-Safe Screens for households with kids or pets — they sit ~1 inch in front of the glass with a cool-to-touch barrier and ventilated mesh.

Some homeowners use both doors AND a child-safe screen — they don't conflict.

No — properly fitted doors actually help your fireplace by reducing draft losses (when fire is out) and improving combustion efficiency (when fire is going). Mounting hardware uses concrete anchors that drill clean small holes if ever removed.

For prefab fireplaces, doors must match the manufacturer's UL clearance requirements — every door we ship is CSA certified for residential use.

Vented gas logs require a working chimney with the damper open. They produce the most realistic flame & appearance. Heat goes up the chimney, so they're more for ambiance. No restrictions on use.

Ventless gas logs burn cleanly enough to operate without a chimney — 99% heat efficiency stays in the room. Built-in oxygen sensor (ODS) shuts off the unit if oxygen drops. Some states have local code restrictions on ventless installation; check your jurisdiction.

Yes — gas logs are built specifically for one or the other. The two fuels burn at different pressures and require different orifice sizes. You cannot convert a natural gas log to propane (or vice versa) yourself.

Most homes have natural gas (piped from utility). Rural homes typically have propane (tank refilled by truck). If you're not sure, look at the meter outside your house — natural gas has a city meter, propane has a tank.

4 common options:

• Match Lit (included, natural gas only) — light manually with a long match. No controls. Cheapest.
• Manual Safety Pilot (+$201) — has a safety pilot light + manual on/off knob. Pilot must be lit before main flame.
• Millivolt and Remote System (+$616) — wall switch + wireless remote. Most popular.
• Battery Electronic and Remote System (+$942) — battery-powered electronic ignition (no standing pilot — saves gas). Includes wireless remote.

Note: Match Lit only works with natural gas. Propane requires at least the Manual Safety Pilot for safety reasons.

Measure your firebox's front width, back width, and depth. Each gas log set has minimum firebox dimensions — going smaller crowds the burner and risks soot/incomplete combustion.

Use our interactive sizing tool: Gas Logs Buying Guide → — enter your firebox dimensions and we'll show only the log sets that fit, with a visual diagram.

Vented logs = mostly ambiance, not primary heat. Most heat goes up the chimney. BTU rating typically 50,000–100,000 but actual room heat is small.

Ventless logs = real heat source. 99% efficient — all BTUs stay in the room. A 30,000 BTU ventless can heat a 1,500 sq ft area.

Yes, always. Gas log installation requires connecting a gas line — this must be done by a licensed plumber or qualified gas installer per local code. Local jurisdictions also typically require a permit + inspection for new gas appliance hookups.

The log set itself comes assembled and includes flex line + fittings, but the gas line connection should never be DIY.

Yes — most overlap-fit doors take 30–60 minutes with basic tools (drill, level, masonry/concrete drill bit, screwdriver). Every door ships with detailed photo instructions.

For complex installations (recessed/inside fit on prefab fireplaces, or arch openings), some buyers hire a handyman for 1–2 hours.

• Cordless drill
• Masonry drill bit (3/16″ for the included anchors) — for masonry fireplaces
• Level
• Tape measure
• Phillips screwdriver
• Pencil

All anchors and screws ship with the door. Prefab installations may use self-tapping metal screws (also included).

Glass MUST be cool before cleaning. Use a fireplace glass cleaner (available at hardware stores) or a paste of water + wood ash on a damp cloth — the alkaline ash dissolves creosote without scratching.

Avoid: ammonia-based cleaners (Windex), abrasive scrubbers, or steel wool. These damage the high-temp ceramic-coated glass.

Minimal. Once a year:

• Wipe down the frame with a soft cloth (warm water, no chemicals on powder coat)
• Tighten any visible hinge or handle screws
• Inspect rope gasket on cabinet/sliding doors — replace if frayed (we sell replacements)

Powder coat finishes don't need waxing or sealing. Glass cleaning is on the homeowner's preference (some clean monthly, some yearly).

Yes — every gas log set and prefab-compatible door we sell is CSA Group certified for residential use, meeting the ANSI Z21.50 / Z21.84 / Z21.91 standards (depending on category). Masonry doors don't require CSA certification (no gas connection) but our masonry doors meet equivalent UL standards for materials and construction.

Yes — our Trade Program offers exclusive pricing for licensed interior designers, architects, builders, and fireplace installers. Apply with your business license + tax ID and we approve within 1–2 business days. Trade pricing applies to all categories: doors, mantels, screens, gas logs.

Trade also gets a dedicated specialist contact (not the public phone line) and priority production for project deadlines.

For 5+ units (single project), we offer custom project pricing on top of trade discount. Email info@exceptionalfire.com with your project specs (number of units, sizes, finishes, ship-to ZIP) for a quote within 1 business day.

We don't currently operate a B2B reseller program — our model is direct-to-consumer with the trade program for installers/designers. If you operate a fireplace specialty retail showroom and want to discuss, contact us at info@exceptionalfire.com.

We're based in Laguna Hills, California. We don't operate a public retail showroom (we ship direct from our manufacturing partners), but local clients can sometimes arrange a private viewing — call (949) 619-7824 to ask.

For most buyers, our $10 finish samples + AI Fireplace Expert photo tool replace the showroom experience.