When you place an order, you’re not only getting something great, you’re also responsible for receiving it. Please make sure that either you or someone you authorize is available at the delivery address on the scheduled day. This ensures your package arrives safely and avoids unnecessary delays.

As soon as your order ships, we’ll provide you with a tracking number. This will allow you to follow your delivery every step of the way. Keeping an eye on the tracking updates is the best way to be ready when your order is on its way.

We provide delivery across Canadian provinces through trusted carriers, ensuring quick and reliable service to your doorstep. Please note that we cannot deliver to P.O. Boxes.

Certain locations are excluded from our delivery network, including the far northern regions of Quebec, Ontario, Manitoba, Saskatchewan, Alberta, and British Columbia. We also do not ship to Vancouver Island or any offshore islands in British Columbia.

In some cases, deliveries to very remote areas may not be possible. If logistics prevent us from reaching your address, we reserve the right to cancel the order.

Standard Shipping: Your order will be delivered to the provided address without the need for a signature. Please be aware that the delivery service may leave the package at your doorstep. It is either your responsibility or that of a designated representative to be available at the delivery address to ensure the package is received safely and promptly.

Shipping with Signature Confirmation: Your order will be shipped to the specified address and will require a signature upon delivery. This means the delivery service cannot leave the package unattended at your doorstep. A signature is necessary to confirm receipt, providing an added layer of security for your shipment.

Delivery is available under specific conditions and applies only when using our designated carriers. If our carriers do not service the delivery region, an alternative carrier may be used at an additional cost. If no suitable delivery option is available, the order may be canceled.

Orders are typically processed and shipped within 1–2 business days. Once dispatched, delivery times are approximately 2–3 business days for Ontario and Quebec, and 4–10 business days for other provinces.

Please note that during peak periods, such as Boxing Week or Black Friday/Cyber Monday, shipping may take longer due to higher order volumes and holiday operating hours. Similarly, orders placed on a public holiday or the day before may experience an additional delay of a few business days. Rest assured, our team works diligently to prepare and ship your order as quickly as possible.

Once an order has been send to our warehouse we are unable to add/remove/change items in an existing order.
If you have any concerns or made a mistake on your order, please email us within 24 hours together with your order number for reference.

There are a few reasons that can keep us from being able to ship your order. Here are a few possible causes:
* The product(s) you ordered are out of stock.
* You live in a remote area, and we cannot deliver there.
* You specified a PO box as your delivery address. * Unfortunately, we are not able to deliver to PO boxes.
* A payment issue might have occurred when you placed the order.

We always aim to deliver your order within our standard delivery times, but sometimes unexpected factors can cause delays in your delivery.

Here are some reasons your delivery might be late:
* Your order was shipped during our sales and promotions season.
* You ordered more than one product.
* Your order was placed during a Quebec public holiday or a Canadian public holiday. Our main warehouse is in Quebec, and it is home base for each and every one of our products.
* There were unpredictable circumstances beyond our control.

If your address is in an apartment building and access requires a buzzer code, please include this information in the order notes. Without it, the carrier may be unable to complete the delivery. Please note that delivery personnel do not carry work cell phones and will not make calls in advance of arrival.

Yes, we have a showroom. It is located at 5780 Paré Street, Montreal (QC).

The showroom is open to the public from Monday to Tuesday, from 9am to 3pm, and on Friday from 9am to 12pm. It is closed on Wednesday, Thursday, Saturday and Sunday, as well as on public holidays.

Yes, you can buy directly from our showroom and leave immediately with your purchases. We only accept debit and credit cards as payment.

Le Feu Canada website accepts the following payment methods:

• Visa
• Mastercard
• American Express
• e-wallet
• Paypal

Le Feu Canada accepts the following e-wallet payment methods:

• Shop Pay
• Apple Pay
• Google Pay (GPay)

We do not accept returns, refunds, or exchanges beyond 90 days from the date you take possession of your purchase. For any authorized return, proof of purchase is required, and the product must be unused, uninstalled, and in its original condition and packaging.

Return Conditions

• Items must be unused and in original condition.
• All accessories must be included and in their original state.
• Products must be returned in the original box.
• Only items purchased directly from lefeufires.ca are eligible for return.
• Returns must be requested and shipped back within 90 days of receipt.
• Sale items and Final Sale items are not eligible for refund.
• Samples, bioethanol fuel, filling kits, and repair parts are non-returnable.
• Original shipping fees are non-refundable.
• Customers are responsible for return shipping costs.
• A 15% restocking and refurbishment fee will be applied to any opened box and/or damaged merchandise.

We do not process exchanges. If you wish to replace an item, please submit a return for the product you no longer want and place a new order for the one you’d like instead. This way, we can confirm availability and get the new item to you faster.

To be eligible for a refund, the product(s) must have been bought directly from our Online Shop. You can return most online orders within 90 days from date of receipt.

Please, contact our Customer Service by email to do a return. Indicate your order number in your email.

No, all sale items are final sale and are not eligible for a price adjustment, return, credit or exchange.

As soon as your return package arrives at our warehouse, you will receive an email to confirm that we have received your order. Your refund will generally be processed within 14 days of this date.

Refunds are processed to the same method and currency originally used for payment. Depending on the time of year (holiday delays or closures) and your banking institution, it may take longer to receive your refund.

Unfortunately, we do not refund shipping costs when you return part or all of your order.

Returns can only be created by original purchaser. We do not offer exchanges.

Please note that we do not offer price adjustments if a product you purchased is now advertised with a discount.
A discounted product is considered a final sale product that is not eligible for return, credit or exchange.

All Le Feu fireplaces and accessories are covered by a 12-month warranty against manufacturing defects. This warranty does not apply to damage caused by improper use, exposure to adverse weather, lack of care, pets, or normal wear and tear. For best results, please follow the care and usage guidelines provided with your product.

To qualify for warranty service, customers must present the original proof of purchase.

A manufacturing defect is a type of defect that occurs during the production or manufacturing process of a product. It refers to any flaw or error in the product that makes it different from the intended design or specification, and as a result, it may not function properly or may pose a safety risk to the user.

If a product has a manufacturing defect, it will be apparent within the first few days of use.

With normal use, Le Feu products are covered by a 12-month warranty against manufacturing defects. If a genuine defect occurs, we will address the issue by repairing the product free of charge, sending a replacement item, providing the necessary replacement part, or refunding the purchase price.

To qualify for warranty service, customers must provide the original purchase receipt and order number.

By normal use, we mean:

• The fireplaces and accessories are used exclusively for their intended purpose.
• Bioethanol fuel is used according to the safety and care instructions.
• Products are protected from adverse weather conditions and stored appropriately when not in use.
• You do not attempt to repair or modify the fireplace or its components yourself—please contact us or your authorized Le Feu dealer immediately.
• You remain mindful of risks from sharp objects, accidental impacts, pets, or other external factors that could cause damage.

This warranty does not cover normal wear and tear, misuse, or damage caused by neglecting the care guidelines.

If you purchased your Le Feu fireplace or accessory from an authorized reseller, please contact that reseller directly with your proof of purchase. They are fully equipped to assist you with any warranty or service requests. Please note that the retailer’s own terms and conditions of sale and warranty will take precedence.

Products such as floor models, customer returns, or retailer-refurbished units are not covered under the Le Feu warranty. In addition, due to the presence of imitations and reproductions in the market, we must verify that your purchase was made through an authorized Le Feu partner before warranty coverage can be applied for manufacturing defects.

If your Le Feu product was received as a gift, the warranty claim must be submitted by the original purchaser. The process may vary depending on whether the item was purchased through lefeufires.ca or from an authorized retailer.

The Le Feu warranty does not cover normal wear and tear, surface marks, scratches, or damage resulting from impacts, accidents, or foreign objects. It also does not apply to products that have been stored, assembled, or installed incorrectly; used inappropriately; abused, altered, or cleaned with unsuitable methods or products.

In addition, the warranty is void if products are used in environments for which they were not designed, for example, using indoor-only fireplaces outdoors, placing them in corrosive settings, or employing them for public or commercial use without prior approval. Please note that the warranty does not extend to any consequential or incidental damages.

No, products purchased outside of Canada (in Europe or the United States for example) are not covered by the warranty in Canada.

Le Feu will carefully inspect the product and determine, at its sole discretion, whether the issue is covered under this warranty. If the claim is approved, Le Feu may choose to provide replacement parts, repair the defective item, or replace it with the same model or a comparable product.

If the warranty applies, Le Feu will cover the costs of repairs and spare parts, provided the product is accessible for service without requiring special arrangements or additional expenses.

This warranty is to the benefit of the original purchaser of the product. All warranties on products sold within Canada are not transferable beyond the original purchaser.

All warranty claims must be made at the place of purchase, or if purchased through lefeufires.ca by sending an email to customer service. Proof of purchase (receipt with date of transaction) is essential for all warranty claims.