Dimplex Driftwood Faux Wood Log Set — DRFWD

Where we ship

We ship within the United States, excluding Alaska and Hawaii.

Free Shipping on All Orders

Shipping is free on all orders.

Shipping and delivery timing

Most products ship within 24 hours of ordering, unless a different lead time is shown for the product. Delivery takes 2–4 days after shipment.

Tracking your order

Look for your shipping confirmation email for tracking information when your order ships. Items may arrive in separate shipments. Carrier delivery dates are estimates; contact us if you need help checking your order’s status.

Curbside delivery

Large or heavy products may arrive by freight. Standard freight delivery is curbside: plan for help moving the shipment from the curb to its final location. Carry-in service, assembly, installation and packaging removal are not part of standard curbside delivery.

Keep your delivery phone number current and watch for carrier instructions. Some carriers arrange an appointment; others provide an estimated delivery date. Let us know about stairs, narrow roads, gated access or other delivery restrictions before ordering, and confirm any liftgate or additional service needs with us.

Review the shipping information shown at checkout. For delivery timing, destination questions or special arrangements, call or email before placing your order.

Return requests must be made within 7 days of receiving your order. Call or email us with your order number and the item you would like to return.

You must contact us in advance to arrange return pickup. Please do not send items back without first arranging the return with us.

There is no restocking fee. For change-of-mind returns, customers are responsible for return shipping costs, which will be deducted from the refund. Customers do not pay return shipping for damaged items.

Keep the original packaging and all parts and accessories. If you’re considering a return, leave the product unused and uninstalled while we review your request. Custom-made items are identified on the product page before adding to cart and before order confirmation. Custom items cannot be returned for change of mind. Damaged-item support still applies.

Custom orders may be canceled within 48 hours of order placement, provided production has not begun. Once a custom item has gone into production, it cannot be canceled.

Non-custom orders may be canceled within 4 hours of order placement. After this period, we will do our best to accommodate a cancellation request, but cancellation cannot be guaranteed.

Call or email us with your order number to request a cancellation.

Approved refunds are issued immediately upon inspection of the returned item, to the original method of payment used for your order. Once we issue your refund, it usually takes 7–10 days for the credit to appear in your account. The exact timing depends on your credit card issuer, bank or payment provider and their processing policies.

This timeframe begins when the refund is issued, rather than when a return is requested or shipped. For change-of-mind returns, return shipping costs will be deducted from your refund. Customers do not pay return shipping for damaged items. There is no restocking fee.

If your refund has not appeared after 10 days, check your account or card statement and contact your bank or payment provider. If you still need help, contact us with your order number so we can help check the status.

Inspect all orders immediately upon receipt. Record any damage on the delivery paperwork at the time of receipt.

Report damages to Hearth Outpost by phone or email within 24 hours of receipt. Include your order number, a description of the damage, photos of the products and packaging, and a copy of the delivery paperwork.

Customers do not pay return shipping for damaged items. In some cases, we may send a replacement part or arrange a repair to resolve the damage.

• Photograph the damage, packaging and shipping labels.
• Keep the packaging, all parts and the delivery paperwork.
• Do not install or use a damaged product. We’ll help you work through the next steps.