FAQ
Frequently Asked Questions
Welcome to the FireLux Living FAQ page. Here you'll find answers to common questions about our products, ordering, shipping, returns, and more. If you don't find what you're looking for, please contact us at sales@fireluxliving.com or (414) 755-9851.
Ordering and Payment
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover), debit cards, PayPal, Google Pay, and Venmo. All payment methods available for your order will be displayed at checkout.
Q: Is it safe to order from your website?
A: Yes. Our website uses SSL encryption to protect your personal and payment information. We do not store your complete credit card details on our servers. All payment processing is handled securely by PCI-DSS compliant payment processors.
Q: Can I cancel my order after placing it?
A: Yes, you can cancel your order for a full refund if you contact us within 24 hours of placing your order and before it has been processed for shipment. Contact us immediately at sales@fireluxliving.com or (414) 755-9851. Once an order has shipped, it cannot be canceled and must be returned following our standard return process.
Q: Do you offer financing or payment plans?
A: Currently, we do not offer financing or payment plans. All orders must be paid in full at the time of purchase using one of our accepted payment methods.
Q: Will I receive an order confirmation?
A: Yes. You will receive an order confirmation email within minutes of placing your order. If you don't receive a confirmation, please check your spam folder or contact us at sales@fireluxliving.com.
Products and Authenticity
Q: Are your products authentic?
A: Yes. Gramberg Holdings LLC (FireLux Living) guarantees that every product we sell is 100% authentic and sourced from authorized manufacturers, licensed distributors, or approved supply partners. We do not sell counterfeit, refurbished (unless explicitly labeled), or unauthorized goods.
Q: Do your products come with a warranty?
A: Most products include a manufacturer warranty covering defects in materials and workmanship. Warranty terms vary by manufacturer and product. Please refer to the product page or contact us for specific warranty information.
Q: Are your products safety certified?
A: Many of our products include safety certifications from recognized testing laboratories such as UL (Underwriters Laboratories), ETL (Intertek), or CSA (Canadian Standards Association). Certification details are listed on individual product pages where applicable.
Q: Do I need a professional to install my product?
A: Many of our products, including fireplaces, fire features, electric heaters, saunas, and gas appliances, require installation by a qualified or licensed professional. Improper installation can void warranties and create unsafe conditions. Always follow manufacturer installation instructions and comply with local building codes.
Q: Where are your products shipped from?
A: Products ship directly from verified warehouses or manufacturer facilities located throughout the United States. This ensures product integrity, proper handling, and secure transit.
Shipping and Delivery
Q: Where do you ship?
A: We currently ship only to the contiguous U.S. (lower 48 states). We do not ship to Alaska, Hawaii, or any international destinations at this time.
Q: How much does shipping cost?
A: We offer free standard shipping to the contiguous U.S. (lower 48 states) on all orders.
Q: How long does shipping take?
A: Standard shipping takes 4-12 business days depending on your location and carrier transit times. Orders are processed within 1–2 business days. Made-to-order or custom items may require additional lead time, which will be shown on the product page or confirmed by email.
Q: Which carriers do you use?
A: We ship via UPS, FedEx, or LTL freight carriers based on item size and weight. You will receive a tracking number with carrier details once your order ships.
Q: What is freight delivery?
A: Large or heavy items are shipped via freight carrier and delivered to the curb or nearest accessible point. Freight delivery is curbside only—drivers are not required to bring items inside your home or business. A valid phone number is required for the carrier to schedule your delivery.
Q: What is liftgate service?
A: Liftgate service is used to lower heavy items from the freight truck to ground level if you do not have a loading dock or forklift. This service may incur additional fees if not included with your order.
Q: What should I do when my freight delivery arrives?
A: Inspect all packages thoroughly before signing the delivery receipt. Check for visible damage, missing components, or packaging defects. If you observe any damage, note it clearly on the delivery receipt and take photos immediately. Do not sign the receipt until you have completed your inspection. Signing without noting damage constitutes acceptance of the shipment in good condition.
Q: How do I track my order?
A: Once your order ships, you will receive a confirmation email with a tracking number and carrier details. You can track your shipment using the carrier's tracking page.
Q: What if my order doesn't arrive?
A: If your order has not arrived within the estimated delivery window, contact us at sales@fireluxliving.com or (414) 755-9851. We will initiate a carrier investigation and arrange for a replacement or full refund if the shipment is confirmed lost.
Q: Can I change my shipping address after placing an order?
A: If your order has not yet shipped, we may be able to update your shipping address. Contact us immediately at sales@fireluxliving.com or (414) 755-9851. Once an order has shipped, the address cannot be changed.
Returns and Refunds
Q: What is your return policy?
A: We accept returns within 14 days of delivery for unused items in original condition. A 25% restocking fee applies to returns for change of mind. Defective, damaged, or incorrect items can be returned for a full refund with no restocking fee. Please review our complete Return and Refund Policy for details.
Q: How do I start a return?
A: Contact us at sales@fireluxliving.com or (414) 755-9851 within 14 days of delivery. Include your order number and reason for return. If approved, you will receive a Return Merchandise Authorization (RMA) number and detailed return instructions.
Q: Who pays for return shipping?
A: For change of mind or non-defective returns, customers are responsible for return shipping costs. For defective, damaged, or incorrect items, we provide a prepaid return shipping label at no cost to you.
Q: Can I return an item I've already installed?
A: No. Items that have been installed, wired, permanently affixed to a structure, or used to generate heat or fire cannot be returned. This includes fireplaces, fire features, electric heaters, saunas, gas appliances, and similar products.
Q: How long does it take to receive a refund?
A: Once we receive and inspect your return, refunds are typically processed within 14 days. Depending on your payment provider, funds may take up to 14 additional days to appear in your account.
Q: What if my item arrived damaged?
A: Report damage within 48 hours of delivery to sales@fireluxliving.com. Include your order number and clear photos of the damage and packaging. We will arrange a replacement or full refund, including return shipping costs.
Safety and Compliance
Q: Are your products safe?
A: Our products meet industry safety standards and many include certifications from recognized testing laboratories. However, safe operation depends on proper installation, use, and maintenance according to manufacturer instructions and local building codes.
Q: Do I need a permit to install my fireplace or heater?
A: Requirements vary by location. You are responsible for ensuring compliance with all local building codes, fire codes, and electrical codes. Contact your local building department to determine if permits or inspections are required.
Q: What is Proposition 65?
A: California Proposition 65 requires warnings about significant exposures to chemicals that may cause cancer, birth defects, or reproductive harm. Some of our products, particularly fire pits and wood-burning appliances, include Prop 65 warnings as required by California law.
Q: Can I install the product myself?
A: Some products can be installed by the customer if they have the proper skills and tools. However, many products require installation by a qualified or licensed professional, particularly those involving electrical wiring, gas connections, or structural modifications. Always follow manufacturer installation instructions and local code requirements.
Customer Support
Q: How can I contact customer support?
A: You can reach us by email at sales@fireluxliving.com, by phone at (414) 755-9851, or by mail at 1506 County Road GG, New Richmond, WI 54017, United States. Our support hours are Monday-Friday, 9:00 AM - 6:00 PM CST and Saturday, 9:00 AM - 3:00 PM CST.
Q: How quickly will I receive a response?
A: We strive to respond to all inquiries within 24 business hours. During peak seasons or holidays, response times may be slightly longer.
Q: Do you have a physical store I can visit?
A: No, we are an online-only retailer. We do not have a physical showroom or retail location open to the public.
Q: Can I pick up my order instead of having it shipped?
A: No, we do not offer local pickup. All orders must be shipped to your specified address.
Account and Privacy
Q: Do I need to create an account to place an order?
A: No, you can check out as a guest. However, creating an account allows you to track orders, save shipping information, and view order history.
Q: How do you protect my personal information?
A: We take your privacy seriously. Please review our Privacy Policy to learn how we collect, use, and protect your personal information. We use SSL encryption, secure payment processors, and industry-standard security measures to safeguard your data.
Q: Do you sell my information to third parties?
A: No. We do not sell your personal information to third parties for their independent marketing purposes. We only share information with trusted service providers who help us operate our website and fulfill orders.
Still Have Questions?
If you didn't find the answer you were looking for, please don't hesitate to contact us:
Gramberg Holdings LLC (FireLux Living)
Email: sales@fireluxliving.com
Phone: (414) 755-9851
Address: 1506 County Road GG, New Richmond, WI 54017, United States
Support Hours:
Monday - Friday, 9:00 AM - 6:00 PM CST
Saturday, 9:00 AM - 3:00 PM CST