How long will it take to receive my order?

Stock items usually ship within 2–6 business days. Custom-made products take about 2–4 weeks to produce. If you’d like an update on your specific order, feel free to share your order number and we’ll check it for you.

How to track my order?

Please track your order at our Tracking page https://17track.net/en

I never got my order, what to do?

Sorry to hear you haven’t received your order. Please call us at 949.619.7824 or email info@exceptionalfire.com so we can look into it right away and make it right.

No-risk fit guarantee - How it works?

We guarantee a perfect fit or your money back — no risk to you. Just upload a photo of your fireplace in the order form so our team can review the details. If we notice anything that could cause a poor fit, we’ll contact you and schedule a quick FaceTime call to confirm everything before production begins.

Can I order metal samples?

Yes, you can order metal swatches to see the finishes in person before placing your order. Choose from the options below:Stoll Industries SwatchesDesign Specialties SwatchesIf you don’t see the finish you’re looking for, contact us directly at 949.619.7824 or email info@exceptionalfire.com, and we’ll create a custom link for you.

What is your return policy?

Our return policy depends on the item. Stock items can be returned within 20 days of delivery. Custom-made products are not returnable, as they’re built to order. If you have questions about your order, feel free to call us at 949.619.7824 or email info@exceptionalfire.com.

Can I exchange an item?

Exchanges are available for stock items within 20 days of delivery. Custom-made products cannot be exchanged since they’re built to your specifications. For help with an exchange, please call 949.619.7824 or email info@exceptionalfire.com.

We’re Here to Help ExceptionalFire

We’ve been helping customers with their fireplaces for over 10 years across the United States. From coast to coast, our mission is to deliver expert guidance, beautiful products, and reliable support you can count on.

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Priority Response

Pro Partners · Trade Program

Built for contractors, designers, and builders who demand speed, precision, and premium results.

Exclusive Trade Pricing
Protect margins with tiered discounts across leading brands.

Spec & Submittal Support
Shop drawings, clearances, and compatibility checks.

Dedicated Project Manager
One point of contact from quote to delivery.

Priority Lead Times
Expedited processing and proactive status updates.

Nationwide Logistics
White-glove options and coordinated site deliveries.

After-Install Care
Warranty guidance and parts replacement, handled for you.

Apply for Trade Pricing

Already a partner? Email info@exceptionalfire.com for your current terms.

Business Hours

Monday – Friday: 6:00 AM – 7:00 PM PST

Saturday: 9:00 AM – 4:00 PM

Sunday: Closed

Where We Help

Nationwide support for residential and commercial projects.

Photo fit-checks available before production.

We’re Here to Help ExceptionalFire