I’m choosing a product
Tell us what you want to change: the doors, mantel, logs or the whole fireplace. A front photo and make/model label are the most useful starting point.
Ask a product question →A real person. A useful next step.
Let’s work out the details.
Choosing a fireplace product or checking an order? Start with the route below. We’ll help you work through the measurements, model details or order question.
What would you like help with?
I’ve already placed an order
For a shipment, start with tracking. For production, a change or an issue, include your order number and the item you’re asking about.
Track a shipment →Ask about my order →
Something arrived damaged
Keep the item and packaging. Our guided form accepts a short packaging video or four photos, plus a photo of the affected product. If the packaging is unavailable or unsafe to photograph, tell us in the form. Do not install or use a damaged product.
File a claim →Read the inspection & reporting steps →
Send us your question
Use the form for written details. If you have photos, email them to info@exceptionalfire.com with your name and order number, if you have one.
Useful before you get in touch
Warranty or return?
A fault and a change-of-mind return have different rules. Check the page that matches your situation, then include the details in your message.
Warranty coverage →Returns & cancellations →
Local measurement & installation
Our local measurement and installation service is available in Orange County, California only. Call us to discuss your location and project. Our former Laguna Hills showroom is no longer a walk-in destination.
Working on a client’s project?
Include the project stage, product choices, plans and target date. Select Trade program in the form.
Explore EF Pro Partner →