Empire VFDM18 18" Vent-Free/Vented Flint Hill Ceramic Fiber Gas Log Set With Contour Burner

Order Processing Time

Orders are typically processed within 1–2 business days (Monday–Friday, excluding holidays).

Orders placed after 5:00 PM EST will begin processing on the next business day.

Once your order is processed and prepared for shipment, you will receive a shipping confirmation email with tracking information.

Please note that certain products, including oversized, custom-made, special-order, or high-demand items, may require additional handling or production time. If your order is expected to ship later than the advertised timeframe, our customer service team will contact you via email or phone.

Shipping Rates & Delivery Estimates

We offer Free Standard Shipping on most orders within the contiguous United States.

Estimated delivery timelines:

• Standard products: typically delivered within 2–5 business days after shipment
• Total estimated delivery time: approximately 3–7 business days from the order date

Delivery times are estimates only and may vary due to carrier delays, weather conditions, product availability, holidays, or other unforeseen circumstances.

While we strive to meet all estimated delivery timelines, delays may occasionally occur due to weather, carrier issues, holidays, manufacturer backorders, or other unforeseen circumstances.

Shipping Destinations

We currently ship to customers within the United States.

Free shipping applies to the contiguous United States only (Lower 48 states and Washington D.C.).

For shipments to:

• Alaska
• Hawaii
• U.S. Territories

please contact us before placing your order for a shipping quote and estimated transit time.

We do not currently offer international shipping.

Freight & Oversized Deliveries

Certain large or heavy items such as fireplaces, fire pits, mantels, and outdoor heating products are shipped via freight carriers.

Freight deliveries may include:

• Curbside delivery service
• Delivery appointment scheduling
• Signature requirement upon delivery

An adult must be available to receive and inspect freight shipments at the time of delivery.

Additional delivery services such as liftgate service or inside delivery may be available upon request depending on the carrier and delivery location.

Shipment Inspection & Damages

Please inspect all shipments carefully upon delivery.

If your shipment arrives visibly damaged:

• Note the damage with the carrier before signing the delivery receipt
• Take photos of the product and packaging
• Contact us immediately at sales@ridgeflame.com

If concealed damage is discovered after delivery, please notify us within 48 hours of receiving the shipment and provide photos of the packaging and damaged item.

Please retain all original packaging materials until the claim is resolved.

We will work directly with the carrier and manufacturer to help resolve shipping damage claims and provide an appropriate solution whenever possible.

Shipment Confirmation & Tracking

Once your order ships, you will receive a shipment confirmation email containing tracking information.

Tracking numbers may take 24–48 hours to become active after shipment.

If you have not received tracking information within several business days after your order ships, please contact our support team.

Incorrect Shipping Information

Customers are responsible for providing accurate shipping information at checkout.

If an incorrect or incomplete shipping address is provided, delivery delays, additional carrier fees, or returned shipments may occur.

Please contact us immediately if you notice an error in your shipping address after placing your order.

Order Cancellations

Orders may be canceled without penalty before shipment processing begins or before a shipping label or Bill of Lading has been created.

Custom-made, made-to-order, or special-order products cannot be canceled once production or processing has started.

If you need assistance with an order cancellation request, please contact us as soon as possible.

Returns & Refunds

Eligible non-custom items may generally be returned within 30 days of delivery unless otherwise stated on the product page.

Returned items must:

• Be unused and in original condition
• Include original packaging and accessories
• Be returned in resellable condition

Return shipping costs and applicable restocking fees may apply.

Custom-made, made-to-order, clearance, or final-sale items may not be eligible for return.

Please review our Return & Refund Policy for complete details before initiating a return.

Shipping Carriers

We partner with trusted shipping providers including:

• FedEx
• UPS
• USPS
• Certified Freight Carriers

Carrier selection may vary depending on the product size, destination, and shipping method.

Contact Us

If you have questions regarding this Shipping Policy or your shipment, please contact us:

Ridge Flame

7945 Highland Bluff NE
Atlanta, GA 30328
United States

Email: sales@ridgeflame.com
Phone: (866) 406-6041

Website: https://ridgeflame.com/pages/contact

Customer support is available Monday–Friday, 9:00 AM – 5:00 PM (EST).

At our store, we are committed to offering exceptional value and competitive pricing on every product we sell. If you find the same item available at a lower price from another authorized online retailer, we'll not only match it, we'll beat it by 10% of the price difference.

To request a price match, simply send us a link to the product on our website along with a link to the competitor's listing. Our team will review your request and, in most cases, respond within one business day.

Eligibility Requirements

To qualify for our 110% Best Price Guarantee:

• The product must be identical in brand, model, size, and specifications.
• The item must be currently in stock and available for purchase from both retailers.
• The competitor must be an authorized online retailer of the product.
• The comparison price must include applicable shipping charges. Sales tax is excluded from price match calculations.
• The competitor's advertised price must comply with the manufacturer's pricing policies.

Exclusions

The following are not eligible for price matching:

• Promotional offers, rebates, coupons, or buy-one-get-one-free deals
• Auction, marketplace, liquidation, or discount websites (including eBay, Overstock, Amazon marketplace sellers, etc.)
• Retail stores with in-store-only pricing
• Pricing errors, clearance sales, or special limited-time offers
• Brands or manufacturers excluded from our Best Price Guarantee program

If you have any questions regarding eligibility or excluded brands, please contact us. We are always happy to help.