Empire Vail VFP24FP30LP-1 Vent-Free Gas Fireplace Insert, 20,000 BTU — Fireplaces & Inserts

Shipping Policy

General Shipping Information

PoshHaus ships orders using trusted carriers including UPS, FedEx, and USPS for standard shipments, and LTL freight carriers for oversized items.

• A valid physical address is required for UPS and FedEx deliveries
  
• Transit times are quoted in business days (Monday–Friday) and exclude weekends and holidays
  
• Delivery dates are estimates only and may vary due to carrier delays, weather, or other factors outside our control
  

Orders shipping outside the continental United States—including Alaska, Hawaii, Puerto Rico, APO/FPO, and international destinations—require a custom shipping quote. Please contact sales@poshhaus.com, and we will respond within 24 hours (subject to manufacturer approval and shipping eligibility).

Shipping Costs

• Free Ground Shipping on standard-size orders over $99
  
• Free Freight Shipping (LTL) on oversized orders over $750
  
  (Applies where freight carrier coverage is available; exclusions may apply)
  

Freight Exclusions & Special Programs

Some products and brands have manufacturer-controlled shipping rules:

• Certain brands, such as CALI, do not qualify for free freight shipping
  
• In some cases, we offer capped or reduced freight rates instead of inflating product pricing to include “free shipping”
  
• Remote locations, rural delivery zones, limited-access sites (e.g., construction zones, apartment complexes), or special services may incur additional fees
  

Our goal is to provide the most cost-effective shipping option, whether through free shipping, reduced freight rates, or capped delivery pricing.

Oversized & Freight Deliveries

Large, heavy, or bulky items (such as bathtubs, vanities, appliances, and large tile orders) ship via LTL freight carriers.

• An adult 18 years or older must be present to receive and sign for delivery
  
• Delivery is curbside only unless additional services are arranged in advance
  
• A delivery appointment is required, the carrier will contact you to schedule
  
• Failure to schedule or accept delivery may result in storage fees, redelivery fees, or delays
  

Freight delivery timelines vary based on location, terminal distance, and scheduling availability.

How to Receive Your Shipment (IMPORTANT)

Proper inspection at delivery is critical to protect your order and eligibility for claims:

• Inspect all packages before signing the delivery receipt
  
• Open the top of the box and check for visible damage
  
• Note any damage, shortages, or concerns on the delivery receipt/Bill of Lading (BOL)
  
• Take clear photos of any damage immediately
  

⚠️ Do not sign for the shipment as “clear” if there is visible damage.

Failure to document damage at delivery may limit or void your ability to file a claim.

Missing, Damaged, or Incorrect Items

Please inspect your order immediately upon receipt.

• Report shortages, damages, or issues within 7 days of delivery
  
• Freight-related damage or shortages must be reported within 3 days
  
• Include: Order number, Description of the issue, Clear photos of packaging and product Preferred resolution (replacement or refund)

⚠️ Claims cannot be honored for visible damage after items have been cut, modified, or installed.

If you receive the wrong item:

• Verify the item/SKU against your order confirmation
  
• If incorrect, refuse delivery and contact us immediately at 844-438-7674
  

Freight Claim Requirements

To process a claim efficiently:

• Report within the required timeframe
  
• Retain all original packaging materials
  
• Provide photos clearly showing damage and packaging condition
  
• Include a description of the issue and requested resolution
  

Failure to follow these steps may result in delays or denial of the claim by the carrier.

Delays, Refusals, and Failed Deliveries

• Missed delivery appointments or refusal of shipment (for reasons other than damage) may result in return shipping and restocking fees
  
• Orders returned due to incorrect address or failure to receive delivery may incur additional charges
  
• PoshHaus is not responsible for delays caused by carriers, weather, or circumstances beyond our control
  

Need Help?

If you have any questions about your shipment, delivery, or order status, our team is here to help:

📞 844-438-7674

📧 sales@poshhaus.com

Returns, Replacements, Refunds

• If you are not satisfied with your purchase you may return it (See Non-returnable/Non cancellable for exceptions) within 14 days of receipt for a refund or a replacement item subject to the following:
• Contact cs@poshhaus.com  or call 844-438-7674 to receive a Returned Merchandise Authorization (RMA) number. Products cannot be returned without an RMA number. The issuance of an RMA number does not guarantee a final refund as all returns are subject to our inspection.
• Returned products will be assessed a 15% to 50% non-negotiable restocking fee and associated freight costs depending on the returned item’s condition. Some items may be deemed non-returnable per their condition. For specific restocking fees that may be applicable to your Return please contact us at cs@poshhaus.com
• In order to be eligible for a refund, less shipping expenses, all returned merchandise must be in its original unopened, as shipped packaging with all parts, manuals and paperwork intact and unaltered. Items removed from their “blister pack” display packaging may not qualify for a full refund.
• Package all returns in an outer shipping carton to avoid defacing the original packaging of the product.  The RMA number should be clearly inscribed on the shipping label. Include a copy of your invoice and order number. Insure your product with pre-paid shipping costs.
• Only the purchase price of the product is refundable.  Customers remain responsible for the shipping and handling expenses incurred in shipping the item. Items with “free shipping” offered will have the original shipping cost we paid for deducted from their refund.  If an item is refused, the carrier bills us for shipping to and from the address and these expenses will be deducted from the refund.
• If the Return is due to our error, please contact us for a prepaid shipping label to enable you to return the product at our expense.

Discounted, As-Is, Special Order, Non-Returnable Parts, and Close Out prices

• All items offered at a discounted price are sold in "as-is" condition. Most of these items are still covered under the manufacturer's warranty, providing you with some peace of mind regarding your purchase. If you have any questions about the condition of an item or whether it qualifies for the warranty, please do not hesitate to reach out to us.
• Please note that this is a limited-time special offer. Once these discounted items are sold, they cannot be purchased again at this price unless explicitly stated otherwise.
• Additionally, for items sold as-is and at a discounted rate, please be aware that returns and refunds will only be processed in the form of store credit. This policy helps us maintain the integrity of our discounted offerings while still providing you with options should you need to return your purchase. Thank you for your understanding, and we appreciate your business!
• Our natural stone slabs are provided “as is” and without warranty of any kind, either expressed or implied, including but not limited to the implied warranties of merchantability and fitness for a particular purpose. Natural stone slabs are products of the earth and are subject to natural variations in color, patterns, size, and shape. These variations are inherent in the beauty of natural stone and are not considered defects. We do not warrant that the color, patterns, size, or shape of our natural stone slabs will meet your specific requirements or that they will be uniform in appearance. Any reliance you place on our natural stone slabs is strictly at your own risk. In no event shall we be liable for any damages whatsoever, including but not limited to direct, indirect, incidental, consequential, or punitive damages arising out of or in connection with the use or inability to use our natural stone slabs, even if we have been advised of the possibility of such damages. This warranty disclaimer applies to all purchasers and users of our natural stone slab products. By purchasing and using our natural stone slabs, you agree to the terms of this disclaimer.
• Please note that special order parts are non-returnable and non-cancellable once placed with the manufacturer. This includes, but is not limited to, parts and products from brands such as Pfister, General Wire, and Franke, which are often sourced specifically to fulfill individual customer orders. Because these items are ordered on demand and not stocked inventory, they cannot be accepted back for return, refund, or exchange. If you are unsure whether an item is considered a special order part, we strongly encourage you to contact your sales representative before purchasing. Our team is happy to confirm the status of any item and help ensure it is the right fit for your project prior to ordering.