Shipping Fees

Our priority is to provide our customers with a simple, transparent, and affordable shopping experience. That is why we are committed to offering shipping at the best possible price. If shipping charges must be added to your order, they will be displayed as a "Surcharge" before you confirm your payment. These additional charges are determined by the carrier and apply to locations that are remote from our shipping center or are difficult to access or infrequently serviced. In rare cases, we reserve the right to notify you after you have purchased an item of any additional shipping or handling charges required to process your order. If additional shipping charges are required, you may choose to modify or cancel your order and receive a full refund.

How Shipping Works

Orders are processed 7 days a week and shipped Monday through Friday (excluding holidays). We make every effort to ship your orders as quickly as possible, and your order may be shipped earlier than expected. If you order two or more items, you may receive them in separate boxes and on different days due to our multiple shipping locations.

IMPORTANT: Please note that we cannot ship to P.O. Boxes.

To estimate the delivery time for the items you ordered, please refer to the product availability status indicated below:

• In Stock - The item will ship within 2–5 business days.

• Pre-Order - The item will ship within 1–10 days after the indicated restock date.

• Out of Stock - The item is currently unavailable, and no estimated restock date is available. The status will change to "Pre-Order" once a restock date becomes available.

These timeframes are estimates based on normal order volume and are not guaranteed. During the holiday season, shipping times are generally longer due to holidays and the high volume of orders.

Standard Ground Shipping / Parcel Delivery

Most parcel shipments will be shipped within 24–60 hours during our business hours, and parcels do not require a signature upon delivery. Standard shipping times average 3 to 7 business days, and deliveries to remote areas throughout North America rarely exceed 10 business days. We cannot guarantee which carrier will be used until an order has been processed.

Curbside Delivery Service

Heating appliances are shipped by freight truck and will be delivered curbside at the end of your driveway. The delivery address must be accessible to this type of vehicle; otherwise, you will need to make arrangements directly with the carrier. Freight carriers are specially trained and equipped to handle oversized and fragile items safely and efficiently. Please refer to the steps below to prepare for receiving your order.

Step 1 - Within 24 hours after your order has been shipped, you will receive a confirmation email containing your tracking information.

Step 2 - Once your shipment arrives at the carrier's local terminal, the carrier will contact you to schedule a delivery appointment, which must generally be arranged within 24–48 hours. Storage charges may apply if delivery is scheduled beyond this timeframe. Appointments are scheduled Monday through Friday, and you will generally be provided with a 4-hour delivery window during business hours. It is important that the phone number provided when placing your order is the easiest one to reach you (for example, your mobile phone).

Step 3 - Delivery Day – The driver will arrive with a truck equipped with a liftgate and will lower the appliance to the ground at the end of your driveway. Due to company policy and insurance requirements, the driver is not authorized to move the appliance beyond the curbside delivery point. Curbside delivery does not include installation or assembly of items, removal of packaging materials, or moving the items inside your home.

Step 4 - Upon delivery, you will be required to inspect the shipment and sign the proof of delivery. Deliveries cannot be completed without a signature. It is your responsibility to inspect the shipment for any visible damage. If damage is found, be sure to note it on the delivery receipt and take photos. You have the right to refuse delivery in the event of major damage. If damage occurred during transportation, please contact us as soon as possible.

Remote Areas

It is possible to deliver our products to most remote regions. However, additional shipping charges will apply due to the higher logistics costs associated with these locations, including air transportation.

Regions subject to additional charges include, but are not limited to:

• U.S. territories or protectorates (U.S. Virgin Islands, Puerto Rico, Guam, etc.)

• Alaska and Hawaii

• Yukon, Nunavut, and the Northwest Territories of Canada

• Anticosti Island

Orders for these regions must be submitted by email to info@englander-stoves.com. We will respond as soon as possible with a freight quotation. Any additional charges will be confirmed and approved before payment is processed.

Responsibility for Freight Damage - Remote Areas

We take every precaution to carefully package your items so they arrive in perfect condition. However, we will not be responsible for covering the transportation costs to reship an item if it is damaged during transit. We will, however, work with you to resolve the issue in the most efficient manner possible.

Address Changes

Addresses can be updated by contacting us by phone at 1-877-356-6663, at no additional charge, before the order has been shipped. Once the order has shipped, the carrier will charge additional fees to update the delivery address. These charges can be significant - please make sure to verify your address when you receive your order confirmation.

Out-of-Stock Items

If the item you need is unavailable, an estimated delivery date will be provided. You may place your order, and we will deliver your item on the promised date. If you order multiple items at the same time, they will automatically be consolidated into a single shipment. Their delivery date will be based on the item with the latest estimated shipping date. If you would like certain items to be delivered immediately, we recommend placing two separate orders. This way, the available items will be shipped immediately, while any out-of-stock items will be delivered later on the communicated date.

Shipping Damage

Englander is responsible for covering shipping damage by providing the customer with the exact replacement parts at no charge. However, Englander's responsibility is limited to shipping damage and does not cover any other damages, such as costs incurred due to installation delays or installation cancellations. Claims related to shipping damage must be submitted within 30 days of the delivery date.