Frequently Asked Questions (FAQ)
The following are answers to some of the most common questions about ordering from Ridge Flame. If you do not see your question listed, please contact us.
What products does Ridge Flame sell?
We offer a selection of fireplaces, stoves and heating products designed for both indoor and outdoor use.
Do you provide installation services?
We do not provide installation services. We recommend hiring a licensed and qualified professional for safe and proper installation.
How long does shipping take?
Orders are processed within 1–2 business days.
Estimated delivery time is typically 3–7 business days, depending on your location and the product ordered.
Do you offer free shipping?
Yes, we offer free standard shipping within the United States.
Can I change or cancel my order?
Orders may be modified or canceled before they are processed or shipped.
If you need to make a change, please contact us as soon as possible at sales@ridgeflame.com. Once an order has been processed or shipped, changes or cancellations may not be possible.
What is your return policy?
We accept returns under the following conditions:
- Returns must be requested within 30 days of delivery
- Items must be unused and in original packaging
- Customers are responsible for return shipping costs
Some returns may be subject to a restocking fee (up to 25%), depending on the product.
For full details, please refer to our Return & Refund Policy page.
What should I do if my item arrives damaged?
If your order arrives damaged:
- Take photos of the product and packaging
- Contact us within 48 hours of delivery at sales@ridgeflame.com
- Do not install or use the item
We will review the issue and work with you to provide a resolution.
Do your products come with a warranty?
Yes, most products are covered by the manufacturer’s warranty. Warranty terms vary by brand.
Warranty claims are handled directly by the manufacturer unless otherwise stated on the product page.
Do you ship internationally?
At this time, we ship within the United States only.
How can I contact Ridge Flame?
You can reach us through the following methods:
Customer support is available Monday–Friday, 9:00 AM – 5:00 PM (EST).
