You can reach our support team via our Contact Us page or email us at service@bluegrassliving.com. We're happy to help!

Orders typically ship within 1–2 business days. Delivery usually takes 3–7 business days depending on your location.

Once your order ships, you'll receive a confirmation email with a tracking number.

Yes! We occasionally offer discount codes through our newsletter. Subscribe to stay updated.

Some models sold by third-party retailers may not be listed online. Please contact us with your model number, and we’ll help locate compatible parts.

We offer vent-free gas fireplace inserts, vented and vent-free gas log sets, and outdoor fireplaces in a variety of styles, sizes, and finishes to suit both traditional and modern homes.

Our brands consist of Dunhill Forge, Hearth Sense, Procom, Bluegrass Living, Avenger, Lost River, Cedar Ridge Hearth, and more.

A slight odor could occur when a new fireplace is first used or if dust burns off the burner after a period of inactivity. Persistent odors may indicate the unit needs cleaning or service.

A vent-free fireplace releases heat directly into the room and does not require a chimney or vent. A vented fireplace uses a sealed combustion system that vents combustion gases outdoors through a dedicated vent.

Currently, we only ship within the United States.

Sales tax is only charged on orders shipping to states where we are required to collect it. If you're not seeing tax, it's likely your state does not require it.

Your order status reflects where it is in our process—"Processing" means it's being prepared for shipment, while "Shipped" means it's on the way with a tracking number provided.

Tracking numbers can take up to 24 hours to update once shipped. If it still doesn’t work after that, please contact us.

At this time, we only offer FedEx Ground. We do not support expedited shipping. We don't really use FedEx.

We currently only ship using FedEx and are unable to accommodate alternate carrier requests. We don't really use FedEx.

Your card will be charged once your order has been successfully placed.

The charge may appear under our parent company’s name or merchant processor. If you're unsure, feel free to contact us for clarification.

Yes, we use secure encryption and industry-standard PCI-compliant payment processing to protect your information.

Yes, our checkout accepts most prepaid cards, provided the card is activated and has sufficient balance.