We’re here to help
Questions about a product, your order or an installation? Send us a message and a fireplace specialist will get back to you within one business day.
Email us
Write to info@nichefireplace.com for product advice, quotes and anything else. We answer every message.
Track an order
Sign in to your account to see order status, tracking numbers and your order history.
Shipping & returns
Read how freight delivery works, what to check on arrival, and how to start a return.
Tell us how we can help
Fill in the form and we’ll route it to the right specialist. For faster help with an order, include your order number.
Support hours
- Monday – Friday: 8:00 am – 6:00 pm CT
- Saturday: 9:00 am – 3:00 pm CT
- Sunday & holidays: closed
Messages sent outside these hours are answered the next business day.
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Frequently asked questions
The questions we hear most often about ordering, delivery and returns. Can’t find what you need? Use the form above.
How long does delivery take?
In-stock items usually ship within 1–3 business days. Small parts go by ground carrier (2–6 days). Fireplaces, stoves and inserts ship by freight on a pallet and typically arrive in 5–10 business days. You will receive tracking details by email as soon as your order leaves the warehouse.
Is shipping really free?
Yes — orders over $99 ship free to the lower 48 states, including freight deliveries to the curb. Lift-gate and inside delivery can be arranged for an additional fee; just mention it in your message.
What should I do when my freight delivery arrives?
Inspect the packaging before you sign. Note any dents, tears or crushed corners on the delivery receipt and photograph them. Then email us the photos within 48 hours so we can file a claim and send a replacement quickly.
Can I return a fireplace or stove?
Unused items in their original packaging can be returned within 30 days of delivery. Freight items are subject to a return shipping charge, and custom or special-order products are not returnable. See our Shipping & Returns page for details.
Do you honour manufacturer warranties?
Every product we sell is backed by the manufacturer’s warranty. If you ever need a warranty part or service, email us your order number and a description of the issue and we will handle the claim with the manufacturer on your behalf.
Can you help me choose the right fireplace?
Absolutely. Tell us about your room size, fuel preference (gas, electric, wood or pellet) and whether you have existing venting, and one of our specialists will recommend options that fit your space and budget.
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