Shipping policy

Shipping Policy

Last updated: August 5, 2026

We ship nationwide, and shipping is free on every order with no minimum. Most of what we sell is large, heavy, and valuable, so it moves by freight rather than by parcel carrier. Freight delivery works differently from a UPS or FedEx delivery, and this page explains exactly what to expect.

The most important section on this page is Inspecting your delivery. Please read it before your shipment arrives.

Free shipping

Shipping is free on all orders to the 48 contiguous United States. No minimum, no surcharges, no calculating freight at checkout.

We do not currently ship to Alaska, Hawaii, Puerto Rico, or internationally. If you are outside the contiguous US and would like a quote, email info@ashfordfire.com and we will do our best to arrange something.

Order processing

Orders are processed Monday through Friday, excluding holidays.

In-stock items typically leave the warehouse within 1 to 3 business days.
Made-to-order items are built after your order is placed. Lead times vary by manufacturer and product and can range from 2 to 12 weeks. Where an item is made to order, the expected lead time is stated on the product page.

We ship directly from our manufacturers and their distribution centers, which means your order may arrive in more than one shipment if it includes items from different brands.

You will receive tracking information by email once your order ships.

Transit times

Once your order leaves the warehouse, typical freight transit is 3 to 10 business days depending on distance. Parcel-eligible items such as accessories, covers, and small components typically arrive in 2 to 5 business days.

All transit times are estimates. Freight networks are affected by weather, carrier capacity, and terminal congestion, and we cannot guarantee a specific delivery date.

How freight delivery works

If your order ships by freight, here is the sequence:

The carrier calls you to schedule. Once your shipment reaches the local terminal, the freight carrier will contact you to arrange a delivery appointment. This is why a working phone number is required at checkout — carriers will not deliver without scheduling first.
You get a delivery window. Typically a 4-hour window on a weekday during business hours.
Someone must be present. An adult must be there to inspect and sign for the shipment. If nobody is available, the carrier may return the shipment to the terminal and charge redelivery or storage fees.
Delivery is curbside. Standard freight service means the driver brings the shipment to the end of your driveway or the curb. The driver is not required to bring it inside, up steps, into a garage, or around back.
Liftgate service is included on residential deliveries where required, which lowers the shipment from the truck to the ground.
You may need help moving it. Many of our products weigh several hundred pounds. Please plan to have help available, or add White Glove Delivery at checkout.

If your delivery address has restricted access — a narrow road, a steep drive, a gated community, or no room for a 53-foot trailer — please tell us at the time of your order so we can arrange appropriate equipment.

White Glove Delivery

White Glove Delivery is available as an upgrade on most freight items. It includes:

Delivery inside your home or to your chosen location on the property
Unpacking and removal of packaging and debris
Placement in the room of your choice

White Glove Delivery does not include installation, assembly, electrical or gas connection, mounting, or removal of an existing appliance. Contact us at info@ashfordfire.com for a White Glove quote on your order.

Inspecting your delivery

This is the part that protects you. Please read it before your shipment arrives.

Once a freight shipment leaves the warehouse, the carrier is responsible for it. The delivery receipt — also called the bill of lading — is the legal record of the condition your shipment arrived in. If you sign it clean, you are confirming the shipment arrived undamaged, and the carrier will typically deny any damage claim filed afterward.

Before you sign anything:

Do not let the driver rush you. You have the right to inspect. Take the time you need.
Walk around the entire shipment. Look for punctures, crushing, tears, water staining, bent corners, broken shrink wrap, or contents that have shifted on the pallet.
Photograph the shipment while it is still on the truck or before the driver leaves — including a photo of the pallet as a whole and close-ups of anything that looks wrong.
If you see any damage, write it on the delivery receipt before signing. Be specific: "carton crushed on left side," "crate punctured near base," "water staining on top." A note as simple as "damaged" is better than nothing, but detail is better.
If the damage is significant, refuse the shipment and note the reason on the delivery receipt.
Email us the same day at info@ashfordfire.com with your order number and your photographs.

If you note damage properly and contact us, we handle the carrier claim and get you a repaired or replacement unit at no cost to you. That is what our free shipping is for.

Concealed damage

Concealed damage is damage you cannot see until the item is unpacked. If you find it:

Report it to us within 5 business days of delivery
Send photographs of the damaged product and the packaging it arrived in
Keep all original packaging until the claim is resolved — carriers routinely require inspection of the packaging, and discarding it can void the claim

Refused and undeliverable shipments

If a shipment is refused for a reason other than damage, or if repeated delivery attempts fail because nobody was available to receive it, the return freight, storage, and redelivery charges will be your responsibility and will be deducted from any refund.

Address changes

Contact us immediately at info@ashfordfire.com if you need to change your shipping address. We can usually update it before the order ships. Once a freight shipment is in transit, address changes may not be possible, and carrier reconsignment fees may apply.

Installation

We sell equipment; we do not install it. Many of our products — including hardwired electric heaters, gas heaters, fire features, fireplaces, and stoves — require installation by a licensed electrician, gas fitter, or hearth professional, and may require permits and inspection under local code.

Please confirm your installation requirements before ordering. Our team is happy to help you review specifications, clearances, and voltage or gas requirements so you order the right equipment the first time. Call 205-650-0366 or email info@ashfordfire.com.

Questions

AA Stores LLC 2803 Philadelphia Pike, Suite B #438 Claymont, DE 19703

Email: info@ashfordfire.com Phone: 205-650-0366 Hours: Monday–Friday, 9am–5pm EST