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Thank you for purchasing a Touchstone Electric Fireplace. Our customer service team is here to help you install and operate your electric fireplace. You'll find answers to frequently asked questions below.
Our customer service team is available by phone or live chat Monday through Friday from 9:00 AM - 5:00 PM Eastern Time.
Touchstone Electric Fireplaces are covered by warranty for one year. For details on the warranty, please visit our policy page.
There is a 15% restocking fee on merchandise returned/exchanged for any reason other than a product defect or damage. Any items that are returned without a return authorization will be refused and refund will not be issued.
While Touchstone Home Products includes Free Ground Shipping on all fireplace units at no extra charge, the customer is responsible for all shipping costs tied to the return of the fireplace back to Touchstone Home Products, as well as the original outbound shipping costs from Touchstone to the customer. The fireplace unit must be returned in its original packaging. Returns of fireplace units without the original box and foams will be denied.
Returns/Exchanges received 30 days after we have issue you a return authorization will not be refused and refund will not be issued.
Please inspect your fireplace unit immediately upon receipt for shipping damages and notify Touchstone Home Products immediately if there is damage. Return/refund will not be accepted for damage claims received past 7 days after delivery.
You must contact us for a Return Authorization number (RA#) by calling toll free our Customer Service at 888-978-3531. Please make sure you write this number on the outside of the box you send back to us. Returns without an RA# will be refused.
Return Authorizations must be requested within 30 days of delivery. Touchstone will not issue a Return Authorization if the request is received more than 30 days after delivery.
Returns/Exchanges received more than 30 days after we have issued you a return authorization will be denied and not refunded.
ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY TOUCHSTONE HOME PRODUCTS. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.
If you have any further questions regarding shipping or returns, please call us at 888-978-3531
Touchstone and most flat screen TV manufacturers recommend you place your TV 24 inches above a Onyx, Ivory or OnyxXL model fireplace, and 12 inches above all Sideline and recessed wall fireplaces.
Welcome to Touchstone Home Products, America's premier pop up TV lift cabinet company since 2005. We are recognized as the leader in design and manufacturing of high quality TV lifts, TV lift cabinets and electric fireplaces.