Touchstone® Delivery Prep Guide

Inspect, Test, Install—What to Know Before You Begin 

Thank you for choosing Touchstone. Whether you’ve ordered an electric fireplace, a TV lift cabinet, or a lift mechanism, we’re here to help you get started with confidence. 

To make sure everything goes smoothly when your order arrives, here are a few quick tips. These are based on years of experience and hundreds of thousands of successful deliveries—and while issues are rare, these simple steps give you peace of mind and help us support you faster if anything’s not quite right. 

Step 1: Give the Package a Quick Look-Over 

When your order arrives, take a moment to check the outside of the box. Most products arrive in perfect condition—but if you spot any dents, tears, or corner damage, just take a quick photo before opening. This helps us resolve any issues quickly if something isn’t right. 

  • Fireplaces are double-boxed to protect the glass and frame. While damage is rare, we strongly recommend inspecting the fireplace right away—even if the packaging looks fine—since tempered glass can be damaged by impact that’s not visible from the outside.
  • TV lift cabinets are delivered curbside on a pallet via freight carrier. They’re packaged securely, but it’s still a good idea to check the wrap, corners, and base for signs of stress before unpacking.
  • Lift mechanisms are packed in reinforced boxes to keep components secure in transit. 

**Important:** If you notice shipping damage, please let us know within 14 days of delivery—that’s the window carriers give us to file claims. A quick inspection now helps ensure everything’s in great shape and avoids delays if something needs attention. 

Step 2: Unpack and Check Your Product 

As you unbox, take a moment to look everything over. A fast check helps confirm everything’s just as expected—and makes it easier to address anything that’s not. 

  • Fireplaces: Inspect the glass, front panel, and housing for any cracks or scratches. Make sure the remote and all visible components are present.
  • Cabinets: Check the exterior finish and look for any corner damage, surface marks, or missing hardware.
  • Lift mechanisms: Check for visible damage to the lift assembly and confirm that the remote(s) and all mounting hardware are included. 

Step 3: Test Before You Install 

Once you've unpacked and inspected everything, test your product before starting installation. 

  • Fireplaces: Plug in the unit and test the flame effects, heater, and remote functions. Make sure everything powers on and responds as expected.
  • TV Lift Cabinets: Plug in the cabinet and test the lift mechanism using the remote. Fully raise and lower the lift at least once before installing your TV to confirm smooth, consistent movement throughout its full range.
  • Lift Mechanisms: Connect the mechanism to power and use the remote to run it through a full cycle to confirm smooth operation. 

Touchstone products are built for reliable performance, and functional issues are uncommon—but if anything seems off, it’s much easier to address now than after installation. 

Step 4: Book Contractors After Testing 

If you’re using a contractor or AV installer, wait until your product has been received, inspected, and tested before booking the appointment. 

It’s the simplest way to avoid unnecessary costs or rescheduling—and ensures everything is ready for a smooth, efficient install. 

Need Help? We’re Here for You 

At Touchstone, we’re here to help you transform your space with products that combine smart technology and timeless design. 

If anything seems off—or if you just want an extra set of eyes before installation—our support team is ready to help. We’re just a call, chat, or email away.

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