FAQS

How do I order a fireplace?

We have some of our most popular fireplace designs available in common and aesthetically pleasing proportions. Simply go the Shop Fireplaces page and place your order. We can also modify any of these designs to accommodate your custom proportions. Finally, we can construct a fireplace from your design or you may work with one of our designers and craft a fireplace from scratch. For any of these options please visit the Go Custom page and fill out the form.

Who installs the fireplace?

Our natural stone fireplaces are inherently heavy products that require great care in handling and installation. We highly recommend a stonemason or other professional installer complete the installation of your fireplace. In general, this is not a DIY job for the inexperienced stone installer.

What is the lead time?

Standard lead time is 4-6 weeks to your doorstep. Once your fireplace is crated and ready for shipment we will contact you to make sure you are ready to receive your fireplace.

How will my fireplace be delivered?

Your fireplace will be delivered by one of our trucking partners to your location. Lift-gate service and curb-side delivery are included. You or your installer are responsible for receiving and signing for delivery, as well as transporting the crate from the curb to a secure location. The carrier will contact you directly to schedule delivery.

Is there a warranty?

Our fireplaces are warranted to be free from defect. In the uncommon event that a piece arrives damaged or broken in transit it will be replaced at no additional charge as long as it is reported within 5 business days of delivery. Please keep and photograph all broken/damaged pieces associated with the claim. Color range, pitting, veining are naturally occurring characteristics of hand-carved stoned and are not warranted.

What is the finish?

Our fireplaces come standard with a honed finish. Honed finishes are smooth with square edges.

How do I care for my fireplace?

Since natural stone is a porous material. We recommend sealing the fireplace to protect it from spills and stains. We offer dry treat sealer products that can be added to your order at an additional cost or consult your stonemason. Please note that your fireplace may appear wet due to water used the manufacturing process and during installation. We recommend allowing sufficient time for your fireplace to cure (dry out) before sealing

How do I pay for my fireplace?

All major credit cards are accepted. Payment in full is required to begin manufacturing your order.

What are your T&C?

Here is a copy of complete terms and conditions.

Will my fireplace look just like the one in the picture?

The short answer is no. Even if you order two fireplaces at the same time, they would not be identical to one another. Our stone materials are crafted by nature. Variations in color, pattern, texture and veining should be expected. That is one of the things that makes every single fireplace a one-of-a-kind work of art. Shade variation is natural and perfect shade matching cannot be guaranteed. If you have concerns, your best bet is to order a sample from current stock (as older samples may not be reflective of current stone shading).

How do I contact Customer support?

Our customer support team is ready to help you with any questions. Fill out the form on our contact page or reach us by any of the following means:

Mon-Friday 8:30-5 CST
Toll Free: (866) 878-0086
Email:  info@custom-fireplaces.com
Address: 120 W Josephine St, San Antonio, TX 78212

Variations in color, pattern, texture and veining are inherent and these differences should be considered the beauty found only in natural stone. Shade variation is inherent and shade matching cannot be guaranteed. Buyer acknowledges that the actual stone delivered may differ from the sample provide or picture(s) shown. Always request samples from present stock and check material prior to installation. Installation constitutes acceptance.

Natural stone fireplaces are shipped in crate(s) that are heavy and fragile. It is strongly recommended that an experienced stonemason or installer is present to receive and handle the material upon arrival, and to complete the installation of the fireplace. Terms include liftgate and curbside delivery only. Buyer or representative is responsible for being present at time of delivery and transporting the crate(s) to a secure location.

FAQS

How do I order a fireplace?

We have some of our most popular fireplace designs available in common and aesthetically pleasing proportions. Simply go the Shop Fireplaces page and place your order. We can also modify any of these designs to accommodate your custom proportions. Finally, we can construct a fireplace from your design or you may work with one of our designers and craft a fireplace from scratch. For any of these options please visit the Go Custom page and fill out the form.

Who installs the fireplace?

Our natural stone fireplaces are inherently heavy products that require great care in handling and installation. We highly recommend a stonemason or other professional installer complete the installation of your fireplace. In general, this is not a DIY job for the inexperienced stone installer.

What is the lead time?

Standard lead time is 4-6 weeks to your doorstep. Once your fireplace is crated and ready for shipment we will contact you to make sure you are ready to receive your fireplace.

How will my fireplace be delivered?

Your fireplace will be delivered by one of our trucking partners to your location. Lift-gate service and curb-side delivery are included. You or your installer are responsible for receiving and signing for delivery, as well as transporting the crate from the curb to a secure location. The carrier will contact you directly to schedule delivery.

Is there a warranty?

Our fireplaces are warranted to be free from defect. In the uncommon event that a piece arrives damaged or broken in transit it will be reported with no charge in 5 business day of delivery. Please keep and photograph all broken/damaged pieces associated with the claim. Color range, pitting, veining are naturally occurring characteristics of hand-carved stoned and are not warranted.

What is the finish?

Our fireplaces come standard with a honed finish. Honed finishes are smooth with square edges.

How do I care for my fireplace?

Since natural stone is a porous material. We recommend sealing the fireplace to protect it from spills and stains. We offer dry treat sealer products that can be added to your order at an additional cost or consult your stonemason. Please note that your fireplace may appear wet due to water used the manufacturing process and during installation. We recommend allowing sufficient time for your fireplace to cure (dry out) before sealing

How do I pay for my fireplace?

All major credit cards are accepted. Payment in full is required to begin manufacturing your order.

What are your T&C?

Here is a copy of complete terms and conditions.

Will my fireplace look just like the one in the picture?

The short answer is no. Even if you order two fireplaces at the same time, they would not be identical to one another. Our stone materials are crafted by nature. Variations in color, pattern, texture and veining should be expected. That is one of the things that makes every single fireplace a one-of-a-kind work of art. Shade variation is natural and perfect shade matching cannot be guaranteed. If you have concerns, your best bet is to order a sample from current stock (as older samples may not be reflective of current stone shading).

How do I contact Customer support?

Our customer support team is ready to help you with any questions. Fill out the form on our contact page or reach us by any of the following means:

Mon-Friday 8:30-5 CST
Toll Free: (866) 878-0086
Email:  info@custom-fireplaces.com
Address: 120 W Josephine St, San Antonio, TX 78212

Variations in color, pattern, texture and veining are inherent and these differences should be considered the beauty found only in natural stone. Shade variation is inherent and shade matching cannot be guaranteed. Buyer acknowledges that the actual stone delivered may differ from the sample provide or picture(s) shown. Always request samples from present stock and check material prior to installation. Installation constitutes acceptance.

Natural stone fireplaces are shipped in crate(s) that are heavy and fragile. It is strongly recommended that an experienced stonemason or installer is present to receive and handle the material upon arrival, and to complete the installation of the fireplace. Terms include liftgate and curbside delivery only. Buyer or representative is responsible for being present at time of delivery and transporting the crate(s) to a secure location.

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