Shipping, Return, Cancellation Policy


ADDCO takes seriously the issue of safeguarding your privacy online. We do not share the information you provide with any other company, outside source, or any person not employed by ADDCO. Every transaction conducted online or by phone is secured for your protection. To process a payment, ADDCO does collect some information about you, including credit card and contact information. The information is used for the sole purpose of conducting the sale of an electric fireplace or other product ADDCO offers on the website. If you use a credit card to purchase a product online or by phone, we will charge the credit card the exact purchase price. There are no hidden taxes, fees, or charges. After the sale has been completed, the credit card information is deleted from our system and/or destroyed. The charge will appear on your credit card statement under ADDCO. If you any questions regarding our privacy statement we encourage you to call 503-488-9735.


It is your responsibility to review your order and ensure that the order is correct. Any changes to the order must be made within 24 hours of placing your order by calling 503-488-9735.

All non-defective returns may be subject to a restocking fee.
Visa, Master Card, and Discover are accepted.
If you order by phone, your credit card is charged when the order is placed.
If you order online, your credit card is charged after the confirmation has been sent.
Amazon Payments and PayPal are accepted via online orders only.
Item availability and prices are subject to change without notice.
Manufacturer warranties are in effect at time of purchase.
Manufacturer specifications are subject to change without notice.
ADDCO is not responsible for typographical errors on our website.


Please allow us 24 – 48 hours to process your order. Which will allow you time to make any changes to your order before we ship. Normally, it takes 3-7 days to reach any terminal within the continental US from Portland, Oregon.

Your order will be shipped by FedEx Ground or a ground freight company.
Orders shipped by FedEx Ground require a signature at delivery. If you are not available to sign for the shipment, you can make arrangements with FedEx to pick up the shipment at the nearest FedEx terminal.
Orders shipped by a ground freight company are strapped on a pallet and require a delivery appointment. The closest terminal to your location will call you to arrange an outside delivery. The freight company will only take the product(s) off the truck by lift gate, which is called curbside delivery. The freight carrier will does not offer inside delivery, and will not assemble your products for you. Most boxes weigh 50-200 lbs. Be aware that you may need assistance moving the freight from the delivery truck to your location, since it is an outside curbside delivery.
You are required to sign for your package after you have inspected the boxes. Please write “subject to inspection” next to your signature on the delivery receipt. If you do not thoroughly inspect each package, we cannot and will not be responsible for any claims made regarding damaged items.

The delivery time-frame that we provide is an estimation, not a guarantee. ADDCO will not be held responsible for weather related and other delays beyond our control. We recommend that you schedule any installation related appointments AFTER you have received your order to avoid any scheduling problems.


YOU ARE REQUIRED TO INSPECT THE PACKAGING ON ALL BOXES FOR POSSIBLE DAMAGE BEFORE SIGNING FOR THE DELIVERY. IF THE BOXES ARE SEVERELY DAMAGED, YOU NEED TO INSPECT THE CONTENTS INSIDE THE BOX FOR DAMAGE. WE WILL NOT BE RESPONSIBLE FOR ANY CLAIMS FOR DAMAGED PRODUCTS IF YOU FAIL TO MARK ON THE DELIVERY RECEIPT THAT THE PRODUCT IS DAMAGED. If your package(s) is deemed too damaged for delivery, you must write “damaged – refused delivery” on the shipping receipt. Some orders have multiple packages. Only refuse the damaged items and accept any boxes that are not damaged. Some packages will show slight damage normal to shipping. On the delivery receipt, make note of ANY damages when you sign for your order. Please inspect the product immediately for any possible concealed damage. In order for ADDCO to make any replacements, we must be notified at 503-488-9735, or emailed, of any damages within 24 hours of delivery. In the rare event that damage has occurred, ADDCO will replace the damaged item or parts, only if you have followed our delivery instructions.

If you decide to file a damaged claim with the freight company, ADDCO assumes no responsibility for the return, replacement, or refund of the damaged freight.
If you are setting your product aside for a future project, you must not wait to inspect your order. ADDCO will not be able to assist you if there is any damage or missing parts that have not been reported within 24 hours of receiving the order.


For damaged or defective parts, our warehouse technician will determine whether repair or replacement is necessary. You may be directed to call the manufacturer. Replacement parts may have to be ordered from the manufacturer and will normally take 1-2 weeks to arrive. Occasionally, parts ordered may take up to 4-6 weeks, since most of the parts are manufactured overseas. If repairs are needed, you will receive instructions on how to complete the repairs, as this is a DIY product. If you decide not to repair or replace the parts, the order may be returned under our standard return policy and you will be responsible for return shipping charges and a restocking fee.


The warranty is provided by the manufacturer of the product you have purchased. Please refer to the user manual for warranty information and contact the manufacturer for all warranty related questions and concerns. The manufacturer may request a copy of the original invoice in order to provide warranty assistance.


We do not offer inside delivery.


If you need to cancel your order, you must call 1-800-555-0564 or email for an authorization number within 24 hours of placing your order. Once an order has been shipped, it cannot be canceled without incurring return freight charges and a restocking charge. If you refuse your shipment, you will be charged freight and a restocking fee.
Custom trim orders must be canceled within 24 hours of placing your order. Once they have shipped, we do not accept any returns or cancellations of custom trims and you will not receive a refund.


Does not have a cancellation option and will be treated as a return.


If you decide to return an item(s) you have ordered, you must call 503-488-9735 for an authorization number within 48 hours of receiving your product(s).  A RESTOCKING CHARGE PLUS RETURN FREIGHT FEES WILL BE APPLICABLE ON ALL RETURNS. ADDCO will not accept any returned merchandise beyond 30 days of the date of delivery.
Return Shipping: You must save all packing materials and repack the unit and all other accessories as received. ADDCO must receive the unit and all other accessories in good condition before we will refund your money.

Custom trim orders cannot be returned and will not be refunded. Please note that the finishes shown on our website are a representation and may vary slightly from the actual finish that you receive. ADDCO will not be held liable for these variances.


For damaged shipments, shipping, parts, and/or installation questions, or warranty coverage, call 1 -800-555-0564 or 503-488-9735.
Or Contact us here!