Shipping policy
Shipping & delivery area
Standard online shipping is available only to Maine, Vermont, New York, New Hampshire, Massachusetts, Connecticut, Pennsylvania, New Jersey, Maryland, Delaware and Rhode Island. Standard Northeast shipping applies to all brands except e-NRG fuel. Fuel and optional local services have the separate restrictions below.
Outside these states? We would be happy to review your delivery needs. Call 718-326-4328 with the product and delivery ZIP code for a personalized shipping quote before ordering. Out-of-area shipping typically starts at $199 for FedEx and $599 for freight, depending on item size and delivery location. These are starting estimates, not guaranteed rates. Final pricing and availability depend on the product, weight, dimensions, destination and access requirements. Shipping outside our online service area requires an approved quote.
Standard shipping rates
- Eligible orders over $999: free standard shipping within the 11 approved states.
- Eligible orders of $999 or less: $99.95 to New York, New Jersey and Connecticut, or $199.95 to the other eight approved states.
The available shipping options and applicable charge are displayed at checkout. Standard shipping does not include inside placement, assembly, installation or utility connections. e-NRG fuel delivery is charged separately, including in mixed carts.
Local delivery, white-glove service and assembly
Our own team and trucks offer free local curbside delivery for eligible products and qualifying orders to eligible addresses in New York, New Jersey and Connecticut, up to 120 miles from our Maspeth showroom. Eligibility depends on the products, order and address; a location within 120 miles does not by itself qualify every order for local delivery.
White-glove delivery and assembly/setup are optional services for eligible products and addresses, with separate charges and distance limits. White-glove delivery is available to qualifying addresses within 50 miles of our Massapequa showroom. Eligible assembly and delivery services are available within 100 miles of that showroom. Available services and charges are shown at checkout. Confirm the exact scope with us before ordering if you need stairs, special placement or other access arrangements. Installation, gas, electrical, plumbing and venting work are not included unless expressly stated in a separate written quote.
e-NRG ethanol fuel
e-NRG fuel delivery is available within 40 miles of our Maspeth showroom for $39.95. Fuel does not qualify for standard free shipping. In mixed carts, the $39.95 fuel delivery charge is added to any applicable standard merchandise shipping charge. A mixed cart containing fuel must meet the fuel delivery restriction. Call us if no option appears for your address; do not assume that a quote will be available for fuel outside this area.
Showroom pickup
Pickup is available for eligible orders at 58-30 Maspeth Ave, Maspeth, NY 11378. Please wait for confirmation that your order is ready and confirm your pickup arrangements before traveling. Our listed pickup hours are Monday–Friday, 8am–3pm, and Saturday, 10am–2pm, subject to holidays and confirmed arrangements. Some items ship from distributors or other warehouses and are not immediately available at the showroom.
Order confirmation and availability
An order confirmation acknowledges that we received your order; it is not a shipment or pickup-ready notice. Payment authorization or collection depends on the payment method used. Availability can change, including when showroom inventory sells before the website updates. If an item is unavailable, we will contact you with the available options and estimated timing. If an order is canceled, we will release an authorization or refund amounts collected, as applicable.
Shipping estimates and delays
In-stock items sent by standard shipping typically take 5–7 business days in transit after dispatch. Processing, manufacturing and backorder time are separate. We aim to email an estimated shipping time within two business days of your order. Made-to-order items may require additional manufacturing time. These estimates are not guaranteed delivery appointments; weekends, holidays, weather and carrier conditions may affect timing. Items may arrive separately from different warehouses.
If we cannot ship within the promised shipping period, we will notify you of the delay, provide a revised estimate when available, and offer cancellation and a refund of the unshipped merchandise as required by applicable law. We will obtain your consent to a delay when required. Please avoid scheduling installers or other work until your products have arrived and have been inspected.
Freight delivery and site access
Standard freight service is curbside delivery. The carrier must have safe, reasonable tractor-trailer access to the delivery location. Tell us before shipment about narrow roads, restricted access, gated properties, stairs, steep driveways or other conditions that may affect delivery. Remote or difficult-to-access locations may require a different service or additional charge. Any additional shipping charge identified before dispatch will be quoted for your approval, with the option to cancel before shipment.
Liftgate unloading is included only when stated in your delivery service or order. When included, the driver lowers the shipment from the truck; you remain responsible for moving it from curbside to its final location. Oversized or overweight products may exceed liftgate capacity and require unloading equipment or other arrangements. Confirm those arrangements with us before shipment.
For freight appointments, provide an accurate address and reachable phone number. An adult must be available to receive the delivery. A missed appointment, incorrect address or undisclosed access restriction may result in carrier redelivery or other additional service charges. We will explain applicable charges and coordinate the next steps with you.
Inspecting your delivery and reporting damage
Inspect the packaging and accessible product at delivery. Note visible damage, missing cartons or shortages accurately on the delivery receipt before signing, and take clear photos of the packaging, labels and product. If there is serious damage or unsafe unloading, contact us promptly for guidance and document the carrier's instructions. Retain the packaging and damaged item for inspection; do not discard, install or use a damaged product before the issue is assessed.
Report damage, shortages or incorrect items to shop@nycfireplaces.com or 718-326-4328 as soon as possible, preferably within 48 hours of delivery. For concealed damage, contact us promptly after discovery. Include your order number, photos and delivery receipt if available. Prompt documentation helps us work with the supplier and carrier. Signing a receipt without a damage notation does not automatically waive all rights, and the requested 48-hour reporting period does not limit rights or claim periods provided by applicable law. Carrier claims may require additional documentation and are subject to applicable carrier terms and law.
Returns and cancellations
Return eligibility, exclusions and shipping-cost deductions are explained in our Return and refund policy. Contact us before sending any item back or refusing an otherwise correct, undamaged delivery. A delivery refusal does not by itself cancel an order or authorize a return.
International orders and freight forwarders
International shipping is not available through standard online checkout. Contact us before ordering to discuss whether pickup by your chosen courier or freight forwarder can be arranged. For approved arrangements, payment must be in cash or by certified bank check. We do not endorse a particular forwarder. You are responsible for arranging the onward service and confirming its export/import requirements and charges. Any agreed arrangement will be confirmed separately.
Contact us
NYC Fireplaces & Outdoor Kitchens LLC
58-30 Maspeth Ave, Maspeth, NY 11378
Phone: 718-326-4328
Email: shop@nycfireplaces.com