TrueFlame Double Side Burner

At ExceptionalFire, we offer both custom-made and in-stock fireplace products, so shipping times and return policies vary depending on the type of item:

Most of our fireplace doors and screens are built to order, made specifically to fit your fireplace. These products typically ship within 2–4 weeks. Because they are personalized, custom-made items are non-returnable.

Standard fireplace accessories and ready-to-ship products are delivered within 2–6 business days. These items come with a 20-day return policy, as long as they are unused and returned in original packaging.

If you’re unsure whether your product qualifies for a return or want to check the estimated delivery time, our customer support team is here to help!

We want you to be fully satisfied with your order. Please review our return policy below based on the type of item you purchase:

These products are made specifically for your fireplace and tailored to your measurements. Because they are personalized, they are not eligible for return or exchange.

You may return standard, non-custom items within 20 days of delivery. Products must be unused, in original condition, and in original packaging.

If you're unsure whether your item qualifies for a return or need help with the process, feel free to contact our support team — we’re happy to assist you!