one10 fireplace plus

Frequently Asked Questions

Q: Am I able to hard-wire an electric fireplace into my wall?

A: Yes! Most units we offer are able to be hard-wired into the wall by a licensed electrician.


Q: What do the numbers mean for the units?

A: The first number is typically the size of the box, while the two numbers after are the dimensions of the glass. Example : a WM-FM-34-4423, would have a unit box size of 34", with a glass dimension of 44" wide by 23" tall. If a unit is labeled by 40, 50, 60. That means the box size is 40",50", or 60". 


Q: Am I able to put a Television above an electric fireplace?

A: Definitely! Electric fireplaces give out under 5000 BTU's, which will not affect a television set that is placed above if installed correctly according to the manufacturer’s instructions.

Terms of Sales

Warranty
It is acknowledged and agreed that One10 Fireplaces is not the manufacturer of products. Any and all warranties provided by any products sold/distributed by One10 Fireplaces shall be limited to those expressly provided by the manufacturer of those products.


Limitation of Liability
One10 Fireplaces does not and shall not assume any liability for use of, or defects which may be claimed in, any products sold or distributed for One10 Fireplaces(the "Products") on One10-fireplaces.com (the "site"). With regard to communication with One10 Fireplace's technical sales staff, it is agreed and acknowledged that One 10 Fireplaces technical sales staff is only provided to assist in the identification of products. One 10 Fireplaces staff does not and shall not assume any responsibility or liability relating to the installation or use of any Products.


Sales Tax
Sales tax is charged for orders shipped to Canada or the U.S.A that legally require sales tax to be collected. Tax percentages will vary in states/provinces. The sales tax indicated on the Sales Order will be calculated and reflect applicable taxes at the time the payment is processed.

Shipping

Shipping Costs
All orders in Canada over $500 will ship free with Standard Ground Service. Orders under $500 will be charged a flat fee of $50.


Shipping Timeframes
Items may arrive together or separate, depending which warehouses they are being shipped. Standard Ground Shipping takes between 5-10 business days to arrive after the order has been processed. To estimate the arrival of your package, please consider the ships-Within time plus the transit time associated with the method of shipment.

Free Shipping Details

Our Free Shipping is limited to major metropolitan areas within Canada, excluding all Territories. All shipping is done via trucking or courier service. As many remote and rural areas of Canada may not be serviced by trucking or courier services your order may be subject to additional charges. We reserve the right to withdraw our offer of Free Shipping to these areas. We reserve the right to cancel orders to these areas .
Please Contact Us for delivery options if you are ordering to one of these areas.

By placing an order with One 10 Fireplace Plus, you are agreeing to the terms of our Free Shipping promotion. At its discretion, One 10 Fireplace Plus may cancel or modify the Free Shipping promo at any time without notice.


If your selected product is classified as oversized it may not qualify for Free Shipping to your location. We will notify you within 3 business days if we’re unable to ship your selected product for free, to the provided location, however in most instances, this price will be reflected on the Checkout page. Should we not be able to provide you Free Shipping we will provide you a quote for shipping to your location, or closest depot. You will have the option to cancel your order with a full refund or proceed with the additional shipping charges.


  • Orders valued at $500 before tax, or greater, will ship for free within Canada, except for select oversize and discounted items.
  • Select oversize and discounted items will be subject to a 15% shipping surcharge regardless of before-tax dollar value. This will be calculated in the Cart or Checkout for your review before the order is finalized.
  • All orders under $500 before tax, will be subject to a minimum 15% shipping surcharge. This will be calculated in the Cart or Checkout for your review before the order is finalized.


SHIPPING NOTE: All shipped products are to the exterior of your home or condo lobby only. Most delivery services will not bring the package into your home.


If our Free Shipping policy is in conflict with what is seen in the Cart or Checkout.

You may use our online form to Contact Us with any questions about our policy.

Receiving Your Shipment

Making sure you are satisfied with our products is a priority to us, so before your order leaves our warehouse, it is inspected to ensure all items are in excellent condition. Your order is carefully and securely packaged to prevent damage and ensure safe delivery. Nevertheless it is possible that in spite of our precautions, in rare cases, damages may occur during shipment.

Please be aware: You are legally accepting the product as delivered in good condition, when you sign for a freight delivery, so it is extremely important that you inspect the package and contents, prior to signing the delivery receipt. 


If there is damage to the packaging or carton such as any  tears, scuffs, blemishes, wetness, crinkles, rips, etc., but you cannot inspect the contents at the time you receive the delivery, prior to signing for it, please write “CARTON DAMAGED” clearly on the delivery receipt. It is possible for contents to be damaged by mishandling, like an accidental drop, without significant damage to the carton. 


PLEASE NOTE: If there is NO notation on the freight delivery receipt, we cannot be held responsible for the replacement or cost of repairs of damaged items.

Defective or Damaged Products

Please thoroughly inspect your products immediately upon delivery, if possible. Should you notice any damage, or missing parts, please contact our Customer Service Department immediately, within 48 hours. This will enable your damage issue to be more easily resolved.


Also, please ensure the product is satisfactory before getting rid of the original packaging as it is needed for any returns. In the rare occurrence that a product is damaged, or there are missing parts, pictures of the damaged items may be required to determine the best resolution. Damages must be reported within 48 hours of the delivery date. After this 48 hour period, the product cannot be reported as damaged, defective, missing parts or returned for an exchange or refund.


If you notice shipping damage, DO NOT do this:

  • Refuse delivery, without informing the shipper that a ‘damaged package’ is the reason for your refusal.
  • Request a return authorization without informing us first that there is shipping damage.


Not following these important steps may disqualify you from receiving full credit for your returned product.


See our Return Policy, below.

Return Policy

At One10 Fireplaces, we want you to be confident in your purchases. We offer a return policy that makes it easy to return your new, unused products.


If you are looking to make a return, please contact our customer service team at the email below. The products must be in NEW, UNUSED condition (Not previously installed). It must be returned in the original packaging, and returns must be authorized as we need to ensure the product is going to the correct warehouse. You must notify us of your intent to return a product within 30 Days of Shipping.


If you have any other questions, please Contact Us.

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