Free standard shipping on orders over $99*

Shipping & Delivery

 

🛍️ Shipping & Delivery

Everything you need to know about timelines, delivery methods, and how to track your order.

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⏳ Processing Time

Most in-stock orders ship within 2–3 business days, not including weekends or holidays. We’ll send your tracking info as soon as your order leaves the warehouse.

🚚 Parcel Shipping (UPS/FedEx/USPS)

  • Smaller items like remotes, accessories, and lighter gas logs ship via UPS, FedEx, or USPS.
  • Delivery time is usually 3–7 business days after shipping.
  • Some items ship from separate warehouses and may arrive at different times.

📍 If you're ordering large items like fireplace doors or fire pits, jump down to Freight Shipping for details.

🌎 Parcel Shipping Policy

  • Contiguous U.S. only: We currently ship only within the 48 contiguous states.
  • We do not ship to Hawaii, Alaska, PO Boxes, or APO/FPO military addresses.
  • Free shipping is available for orders over $99 (before tax) and covers up to $150 in shipping value.

🚫 Free Shipping Exclusions:

  • Fireplace Doors: Flat-rate shipping of $125
  • Lamp Posts: Flat-rate shipping of $65
  • Special services like signature required or lift gate are not included

📦 Orders are delivered to the address provided at checkout and will be left at your door.
📍 You are responsible for any lost or stolen items once the carrier confirms delivery.

🔁 These same policies (address restrictions, exclusions, and free shipping thresholds) also apply to freight orders.

🚛 Freight Shipping (Truck Deliveries)

Larger items—or items that are long, fragile, or too bulky for standard carriers—ship via freight truck for added care and protection. This includes items like heavy gas logs, fireplace doors, and lamp posts.

What to expect:

  • You’ll get a tracking number once the order ships
  • The freight company will call to schedule delivery
  • Delivery is curbside only—the driver won't carry items indoors

📍 For special access needs (like narrow driveways, gated homes, or stairs), please contact us before placing your order.

✅ Orders over $99 qualify for free freight shipping—up to $150 in coverage. Fireplace doors, lamp posts, and lift gate service are excluded.

🔄 Freight shipments follow the same basic policies as parcel shipping. See Parcel Shipping Policy for more.

✅ Freight Delivery Checklist

When your freight shipment arrives, please be on-site to inspect it before signing:

  • Be present to inspect your order before signing
  • Note any visible damage or missing items on the delivery receipt
  • If severely damaged, write: “Refused due to damage” and contact us immediately
  • Keep all packaging and materials—they're often required for claims

📍 By signing the receipt without any notes, you're confirming the shipment arrived in acceptable condition.

🚫 American Gas Works is not responsible for labor costs, missed appointments, or project delays resulting from damaged or delayed shipments. Always inspect before scheduling installation.

🔍 Tracking Your Order

You’ll receive a tracking email when your order ships. You can:

  • Use our Track My Order page for real-time updates
  • Add your order to Apple Wallet from the confirmation email for delivery alerts on your phone

📬 Still have questions?
Reach out to our support team—we’re happy to help!