Shipping policy

Pickup policy

Electric FireSpace™ is pickup only. We do not deliver and we do not ship. Every order is collected from our warehouse, which is run by 496302 B.C. Ltd., the company behind the store.

Where and when

1380 Pemberton Ave, North Vancouver, BC

By appointment only, Tuesday to Friday, in one-hour slots between 9:00 am and 3:00 pm. Closed Saturday, Sunday and Monday, and on statutory holidays.

Please do not come before we have emailed to say your order is ready. Units are ordered from the manufacturer when you pay, and we open and inspect every one before it is released, so there is nothing to collect until that email arrives.

When your order is ready

Usually ready for pickup in 5–7 business days; we email you when it’s in.

We email you as soon as your unit has arrived and passed inspection. Reply to that email with two or three one-hour slots that suit you, and we will confirm one. We release orders only at a confirmed time, so please do not come without one. If you need to change your time, reply to the same email.

What to bring

Your order confirmation, on your phone or printed.
Photo ID in the name on the order. We release orders only to the person named on the order. If someone else is collecting for you, email us their name before they come and they will need their own photo ID.
A vehicle large enough for the box. Boxed sizes are listed on each product page once the manufacturer has confirmed them. Until then, email us before you come and we will measure the box for you. Linear fireplaces of 50 inches and up usually need a van, truck or trailer rather than a car.

Loading

You load your own vehicle. Our staff may give a hand with the lift when they are free, but the vehicle, the tie-downs and the way the unit is secured are your responsibility, and we take no responsibility for damage to your vehicle or the unit during loading or transport. Bring straps or blankets if you have them. Keep the unit upright and in its box.

Check before you leave

You are welcome to look the unit over at the warehouse before you take it. Once it has left, it is in your care and there are no returns, so take a moment to be sure it is what you ordered and that you are happy with it.

Holding an order

Please collect within 30 days of the "ready" email. After 30 days an uncollected order is treated as cancelled and refunded minus the restocking fee set out in our Refund Policy. If you need more time, tell us before the 30 days are up.