WHEN YOUR SHIPMENT ARRIVES
Delivery inspection
& damage help
Document what arrived. Keep the evidence together. Let MFD review the next step with you.
BEFORE INSTALLATION
Make the condition of the shipment part of the record.
Open carefully. Compare what arrived with the order. If anything looks damaged, incomplete, or incorrect, stop before installation or modification and preserve the evidence MFD may need to review the problem.
CHOOSE THE RIGHT PATH
Not every problem is the same problem.
Damaged carton or product
Preserve the carton, internal packing, shipping label, product, and original photographs. Open or continue one private delivery case.
Delivery case →Missing parts or wrong configuration
Photograph everything received together, the product labels, and the packing list or order reference. Do not discard small hardware or packaging.
Report the discrepancy →The product arrived, but something does not fit.
Do not force, drill, cut, alter, or install it while the cause is unclear. Keep the delivery evidence, then route the fit question back to the fireplace record or MFD review.
Open My Fireplaces →Tracking or delivery status is the problem.
If the package has not arrived, tracking has stalled, or the carrier shows an exception, use the Order & Lead-Time Center rather than opening a damage case for a package you do not have.
Order & Lead-Time Center →Pause & preserve
If something is damaged, incorrect or incomplete, pause installation. Keep the product, carton, packing materials and shipping labels.
Photograph the details
Capture the carton, label, packing materials, full product and close-ups of the issue. Keep original photographs.
Open one review
Describe the issue, then add follow-up evidence to the same case. MFD will confirm any return, replacement or other resolution separately.
PRIVATE CASE INTAKE
Sign in to open a private delivery case.
Your report and photos are available only to your account and authorized MFD administrators. Guest order or trouble signing in? Contact MFD for help.
EVIDENCE STANDARD
Photograph enough to explain the story.
A close-up without context can be as unhelpful as no photo at all. Keep your originals even after uploading review copies.
- 01Outer cartonShow the full shipping container and any visible impact, crush, puncture, water, or opening.
- 02Shipping labelCapture the carrier label and identifying shipment information clearly.
- 03Internal packagingShow foam, wrap, supports, dividers, and how the product was positioned.
- 04Whole itemPhotograph the complete product before focusing on the problem area.
- 05Close-upDocument the exact damage, missing location, wrong feature, label, or configuration.
- 06All received contentsFor a missing-part claim, lay out what arrived so the absence can be evaluated in context.
WHAT HAPPENS NEXT
A report starts a review. It does not predetermine the remedy.
Your private report and evidence are saved.
MFD checks the order, item, evidence, and next source needed.
MFD may need more photographs, carrier facts, or supplier input.
MFD records the next approved step before anything is returned, replaced, refunded, or otherwise resolved.
The case record preserves the outcome and customer-facing update.
The exact path depends on the issue. A delivery case does not itself authorize installation, return shipment, replacement, refund, chargeback, fitment approval, or disposal of evidence.