FAQ

Answers to the questions we get most often. Can't find yours? Contact us using the details at the bottom of this page.

Where do orders ship from?

Every order ships from a warehouse in the United States. Nothing ships from overseas, so there are no customs fees or import duties.

How long does delivery take?

Orders are packed and handed to the carrier within 1–3 business days. Delivery then takes 3–7 business days, so most orders arrive within 4–10 business days. See our shipping policy.

Which carriers do you use?

FedEx, UPS or USPS, depending on the item and your address.

How much is shipping?

Shipping is free on every order within the contiguous United States (the lower 48 states and Washington, DC). There is no minimum order.

Where do you ship?

We ship within the contiguous United States only. We don't ship to Alaska, Hawaii, US territories, PO boxes or APO/FPO addresses, or outside the US.

Where is Maison Embra based?

Maison Embra is an online store based in New York. Our customer service address is 244 Spring St, New York, NY 10013, USA.

Do you have a physical store?

No. We sell online only. Customer service is available by email and phone, Monday to Friday, 9am to 6pm ET.

How do I track my order?

You get an email with your tracking link as soon as your order ships. You can also see your orders in your account.

Can I cancel or change my order?

Yes, until it ships. Email us as soon as possible with your order number, and we cancel it for a full refund or update your address.

What is your return policy?

You can return an item within 30 days of delivery, unused and in its original packaging. Contact us first and we send you a return label and instructions within one business day. Return shipping is free on every return, including if you changed your mind. There is no restocking fee. See our refund policy.

When will I get my refund?

Refunds go back to your original payment method within 5 days of your return reaching our warehouse. Your bank may take a few extra days to post it.

What if my fireplace arrives damaged or doesn't work?

Email photos of the box and the item to support@maisonembra.com within 48 hours of delivery. We ship a replacement or refund you in full, at no cost to you.

Is there a warranty?

Yes. Every fireplace has a 2-year limited warranty against manufacturing defects. Details are in our refund policy.

Do I need an electrician or a chimney?

No chimney, vent or gas line is needed. Every fireplace runs on a standard 120V household outlet. Built-in models go into a wall opening or cabinet, so check the dimensions on each product page before you order.