Electric Fireplaces FAQs What is your return policy? Click here for our full return policy. How will my order be shipped? Your product may be shipped by standard ground shipping or by freight. You will receive details on shipping once you purchase a product. Click here for our full shipping policy. How do I receive assistance after ordering? If you have questions about your order status or to initiate a return, contact our customer service team at (800) 897-7175. If you have questions about troubleshooting your product or installation, please contact Dimplex.