Product Information
What types of heating solutions do you offer?
We specialize in premium fireplace and heating solutions including:
- Electric, Gas, Ethanol, and Ventless Gas Fireplaces
- Fire Pit Tables and Fire Pits (Wood, Gas, and Electric)
- Patio Heaters and Wood Pellet Heaters
- Industrial Fans and Air Curtains
- Water Vapor Fireplaces
Are your products suitable for both residential and commercial use?
Yes, we offer solutions for various settings:
- Residential: Indoor and outdoor heating solutions for homes
- Commercial: Products designed for business environments
- Industrial: Specialized heating and ventilation solutions
Ordering & Payment
What payment methods do you accept?
We accept the following secure payment options:
- Visa
- MasterCard
- JCB
- PayPal
Do you ship internationally?
We proudly serve customers worldwide with some regional considerations:
- Available: Most countries globally
- Restrictions: Certain Asian countries and select remote areas
Shipping & Delivery
What are your shipping options and timelines?
Order Processing: 1-2 business days after payment confirmation
Standard Shipping – $12.95
- Carriers: DHL or FedEx
- Delivery: 10-15 business days after shipment
- Ideal for: Balanced speed and affordability
- Available for orders over $50
- Carrier: EMS
- Delivery: 15-25 business days after shipment
- Ideal for: Economical worldwide delivery
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. This allows you to monitor your package’s journey as it makes its way to transform your space with warmth and style.
What factors might affect delivery times?
While we strive for timely delivery, please note that estimated delivery times may be affected by:
- Customs processing in your country
- Weather conditions
- Regional transportation issues
- For commercial orders: Additional considerations for business environment requirements
Returns & Exchanges
What is your return policy?
We want you to be completely satisfied with your purchase. Our return policy includes:
- Return Window: 15 days from receipt of delivery
- Condition: Products must be in original, unused condition
- Process: Contact our customer service team to initiate returns
What if my product arrives damaged?
We meticulously prepare every shipment to ensure perfect condition upon arrival. However, if you receive a damaged product:
- Contact us immediately at [email protected]
- Provide your order number and photos of the damage
- We will arrange for a replacement or resolution promptly
Account & Technical Support
Do I need to create an account to place an order?
While creating an account provides benefits like order tracking and faster checkout, it’s not required to place an order. You can checkout as a guest.
Where can I find installation guides or technical specifications?
Product-specific installation guides and technical specifications are available:
- Included with your product packaging
- Available upon request from our customer service team
- For complex installations, we recommend professional installation services
Still Have Questions?
Our customer service team is dedicated to providing exceptional support. Contact us at:
Email: [email protected]
Response Time: We typically respond within 24-48 hours during business days
At Dimplex Officials, we’re not just delivering products – we’re delivering transformative experiences that redefine how you enjoy warmth and ambiance in your spaces.