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How Freight Delivery Works — Curbside, Inspection & Damage Protection

Fireplaces, large doors, and mantels ship by freight carrier — a different experience than a UPS package at the door. Here's exactly what happens, and how to protect your order in 60 seconds at delivery.

How it works, step by step

  1. We confirm and ship. Your order ships factory-new via FedEx Freight, UPS Freight, or AIT Worldwide. You'll get an email with tracking as soon as it leaves the warehouse.
  2. The carrier calls you. When your shipment reaches the local freight terminal, the carrier calls to schedule a delivery window that works for you. Typical transit is 3–6 business days once shipped.
  3. Curbside delivery. Standard freight delivery is curbside — the driver brings the pallet to the end of your driveway. Plan to have a helper for larger units, or ask us about liftgate service when you order.
  4. Inspect BEFORE you sign. This is the important part — see below.

The 60-second inspection that protects you

By signing the delivery receipt you're legally confirming the order arrived in good condition. So before signing:

  • Walk around the pallet. Look for crushed corners, punctures, tilted boxes, or broken shrink wrap.
  • Any visible damage — even just to the packaging — write "CONTENTS DAMAGED" on the receipt before signing.
  • Can't open it right there? Write "CARTON DAMAGED — INSPECTION PENDING" instead.
  • Take photos of the packaging before you unwrap.

If something is damaged

Contact us within 24 hours of delivery with photos of the packaging and product — email info@exceptionalfire.com or call (949) 619-7824. With damage noted on the receipt, confirmed transit damage is repaired or replaced at no cost to you. That's the whole reason for the 60-second inspection: it keeps your claim airtight.

Common questions

Do I need to be home? Yes — freight requires a scheduled appointment and a signature.

Will they bring it inside? Standard service is curbside. If you need liftgate or inside delivery, contact us before ordering and we'll quote it.

What if I miss the carrier's call? Call the terminal back using the number on your tracking — storage fees can apply after several days at the terminal.

Is shipping really free? Yes — free freight shipping within the contiguous US on fireplaces, doors, and mantels. Alaska, Hawaii, and Canada by quote.

Questions before you order? Contact support or call (949) 619-7824 — real people, 7 days a week.