Shipping & Returns
Everything you need to know about shipping and returns at Direct Brand.
Due to the COVID-19 situation and staff shortages, USPS and UPS are unable to guarantee delivery times, so you may find your delivery taking slightly longer than usual. They are working hard to remedy the situation, so please try to understand. We will endeavor to keep you updated.
At checkout you will be given a choice of how you want to ship your purchase, along with costs and estimated delivery times. As soon as your payment has been processed we will ship your order within 24 hours.
Monday-Friday: Last orders by 2pm (Eastern Standard Time)
- Overnight: receive by the end of the next business day
- USPS: 2-8 days
- Ground/FedEx: 3-10 Days (an estimate arrival date will be given at checkout)
- Free: 6-10 Days (for pellet and wood stove products only over $99, weight restrictions apply.)
Shipping to Canada
Yes, we ship to Canada! However, we are unable to track packages once they cross the US border and cannot guarantee shipping times. It is always best to allow an extra 5 days for shipping to Canada.
We know sometimes you may need to return items that you have ordered that are not quite right for you, that’s why we make returns as easy and stress-free as possible at Direct Brand.
Email us at firstname.lastname@example.org for instructions on how to return your product.
Direct Brand will not accept any returns without prior approval or consent.
If the product you ordered is not right for you, and has its original packaging, you may return it, within 30 days of delivery for a full refund. Any items opened and used will not be refunded.
Any returns after 30 days will incur a 15% restocking fee.
In all cases, shipping fees cannot be refunded as this is out of our control, and if you did receive free shipping with your order, we will have to charge you for the original shipping fees incurred.