Mt. Vernon Electric Fireplace by Real Flame

Stacks & Stacks Return Policy

Please call our Customer Service @ 800-761-5222 to arrange for a return. Business hours: Monday - Friday 7:30am-4:30pm PST.
Stacks And Stacks will accept returns within 45 days from the date that the order was received. Stacks and Stacks does not offer exchanges.

All returns must be:

Received new

Unused

Undamaged

Unassembled

In its original packaging

With all hardware and parts, including any assembly or instruction manuals.

Please note: altering an item in any way negates the possibility of a return. The customer is responsible for the return shipping fees, and the original shipping fee will be deducted from any credit. Additionally, if your purchase qualified for "Free Shipping" the original actual cost of shipping for your item(s) will be deducted from your refund.

Stacks And Stacks does not provide return shipping boxes.
Stacks And Stacks recommends FedEx (Federal Express) and/or UPS (United Parcel Services).
For your protection all packages should be insured.

Upon receipt and inspection of the returned merchandise, a credit will be issued to your account. All credits will be completed within 30 days, or no more than two credit card billing cycles.
Any orders paid by check or money order will be refunded by check.
Some manufacturers charge restocking fees (Qualifying item/s will be noted).

Return Merchandise Authorization (RMA) may be required.

Undeliverable packages are considered returns; standard return refunds after notable deductions apply. Please make sure to include your correct address when placing an order.

Order Cancelation:

Since we are committed to shipping orders quickly, it may not be possible to cancel an order if it is already prepared for shipment or has shipped. Every effort will be made to cancel the order. Cancelation requests should be made by calling us at 1-800-761-5222 Monday to Friday 7:30AM to 4:30PM PST. Stacks And Stacks will send an email informing you of whether the order was cancelled or not. If Stacks And Stacks cannot cancel the order you may refuse delivery or return it under the terms of our standard 45 day Return Policy.
We strongly recommend that you order all items carefully and should you have any questions please contact our professional U.S Based Customer Service team.
Please measure carefully to ensure that all assembled furniture will fit through entry ways, doors and stairs.

Some of our products are shipped from our California warehouse but most are shipped directly from manufacturers across the country. Returns can be handled differently.

Warehouse returns:
Items shipped directly from Stacks And Stacks warehouse will have a return slip located inside the box.

Please fill out the required fields noting: Order number, First / Last name and the reason for return.

Once the return slip has been completed, the document must be placed inside the box and sealed for transport.

White Glove delivery returns:

Stacks And Stacks customer service department will need to be notified before the return of any White Glove delivery items).

Customers wishing to return merchandise weighing 100 lbs or more are required to sign and return an authorization document confirming personal choice returns (Form will be provided by Stacks And Stacks customer service), all inquiries must be received within 45 days of receipt.

Items weighing over 100 lbs will need to be returned via freight (Freight carrier of your choice).

Additional return information:
Should any returns get damaged or lost during return shipping the customer is responsible for filing any and all claims with the carrier. Stacks and Stacks will be unable to provide a credit for damaged or lost merchandise.

After 45 days we reserve the right to refuse a return.
The refund for any granted returns after such time will consist of store credit for item cost minus any applicable fees. Altering an item from its original condition in any way negates the possibility of the item being returned.

SOME ITEMS CAN NOT BE RETURNED:

Customized items such as Address plaques, mailboxes, door mats etc.

Custom made products, such as Outdoor Furniture Cushions, etc.

All Bedding materials (Mattress, Pillows etc.) are not returnable if the protective plastic packaging has been removed.

Any item that poses a health risk due to possible use (toilet brushes, plungers, slippers, etc.) cannot be returned.

Stacks and Stacks will not be able to honor previous sale prices or promotions if these promotions have expired when you place your new order.

Damaged or defective items:

Please Note: If your merchandise arrives damaged, please notify Stacks and Stacks customer service team for resolution. Once resolved a full refund will be issued. Replacements cannot be obtained for Canadian customers.

Be sure to open and inspect all packages immediately upon receipt!
Stacks and Stacks must be notified within 4-days of receipt if any item is damaged, defective, or missing parts. Please call our office during our regular business hours, or to send an email, please visit our Contact Us page and choose Damaged/Defective Item in the drop down menu. Failure to contact our office within 4-days may void our Returns / Damaged Item policy.

If the package appears to have been slightly damaged during transit, we encourage you to write "Package Damaged" on the slip when you sign for it.

If the package is severely damaged you can refuse to accept delivery of the shipment. Please let us know if this occurs so that we are aware of the situation, and can replace your order as soon as possible.

Be sure to keep all original packaging and materials. Stacks and Stacks will submit a damage claim with the freight carrier. Items must be returned in the original packaging. It is critical you retain the original box and all packaging materials. as a call tag may need to be issued to pick-up and inspect the damaged/defective merchandise. Failure to keep the box and materials will affect our ability to process your request for a refund or replacement.

Stacks and Stacks will supply replacement parts whenever possible to correct any damaged or defective component of an item. Replacement parts often eliminate the need to return an item, or replace the entire item. Replacement parts will be sent via regular ground delivery, at no cost to the customer.