Satisfaction Guarantee
Mantels Direct is committed to providing the most outstanding and personalized customer service in our industry. Our service representatives are experts in fireplace mantel specification and selection. Each member of our team is empowered to make your experience a positive one.
Return Policy
Mantels Direct will refund 100% of your purchase amount should you be dissatisfied with any stock item or standard, unfinished mantel or shelf. Simply call or email (returns@mantelsdirect.com) for a return authorization number and return the item in sellable condition in the original packaging within 30 days of delivery to: Mantels Direct, LLC, 3114 Kendall Dr., Florence, AL 35630.
- You will be responsible for return shipping charges.
- You must notify us of your intent to return within 30 days.
- The item must be returned in sellable condition in the original packaging.
- Our return policy applies to cancellations made after an item has shipped or refusal at time of delivery.
- Refunds will be applied to same payment method used when original purchase was made.
To request a return authorization number and instructions:
- Monday - Thursday: 8am - 5pm CST
- Friday: 8am - 5pm CST
- Saturday: 10am - 3pm CST
Note: Unfortunately we can not accept returns on marble items, natural stone facing kits, and custom items which includes non-standard size fireplace mantels and mantel shelves, or items that have been installed.
We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage it's possible that in rare cases damages may occur during shipment.
Before signing for the shipment inspect the carton and contents. You should have a knife, hammer, pry bar and wire cutters on hand to help open the carton. Should you notice any damage, please note it on the bill of lading, refuse the shipment and contact us immediately.
Note: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the Freight Bill of Lading. If you are unable to inspect the contents at the time of delivery, make a notation on the lading that there appears to be some damage to the contents and that you were not able to inspect the contents before signing. You then have 24 hours to initiate a damage claim with us.
Cancellation Policy
Mantels Direct relies on an automated process to provide the quickest service possible for our customers. Additionally, many of our products are shipped directly from the manufacturer. Once the order is transmitted to them, it is nearly impossible to stop the shipment. Therefore, we are only able to ensure that an order can be cancelled if it is in Pending Approval status. A cancellation fee may be charged for items already in production. For orders that have left our facilities, our Returns Policy will apply.
If you need to make a cancellation request, please contact us immediately at (888) 493-8898 Monday through Thursday between 8am-7pm, Friday 8am-5pm, Saturday 10am-3pm CST. Please understand that due to the high volume of e-mails received, requests sent via email may not be handled in time for your order to be cancelled. Therefore, we strongly suggest that you call and speak with one of our Representatives.
To reduce possible error, all custom measurements are confirmed by you via email, fax, or regular mail before the order is approved for production by our team. Once an order has been submitted and approved, no changes can be made. However, one of our Sales Specialists would be happy to assist you with a new order.
Note: Items that are 'Custom' or 'Made to Order' cannot be changed, cancelled, or returned after the order is approved by the applicable partners.