General Questions


WHY CAN'T I FIND A PRODUCT ONLINE THAT I SAW IN A STORE?

Only a small offering of Dimplex products are listed on the Dimplex Online Store. We encourage you to check back often as the products listed will only be available while quantities last.

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WHERE CAN I GO SEE THE PRODUCTS YOU HAVE LISTED ON YOUR STORE?

If you would like to see if the products listed here can be found in a physical store near you please visit www.dimplex.com and click on where to buy for a full list of local dealers, retailers, showrooms and other online sellers.

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THE PRODUCT I WOULD LIKE IS OUT OF STOCK. WILL IT BE COMING BACK IN STOCK?

If a product shows as sold out we no longer have this product in stock.

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CAN I CANCEL MY ORDER?

As long as your order has not shipped (you have not received a notification via email with tracking number) we can cancel your order. If your order has shipped you will be required to follow the return policy/ process. Which can be found here.

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WHAT IS THE CURRENT STATUS OF MY ORDER?

Once your order has been received you will be emailed an order confirmation. Once your order has been filled and is shipped you will receive another email notification in which will include a tracking number for your shipment. Please note some transportation companies require 1 business day before you can track a shipment online.

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HOW DOES MY ORDER COME WHEN IT IS SHIPPED TO MY HOME?

Please be advised some items may ship in more than one box. Depending on the product ordered you may require two people to lift and move it in to your home.

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IS MY ONLINE CONFIRMATION PAGE CONSIDERED AN OFFICIAL RECEIPT?

A confirmation page acknowledges that we have received your order. It is not an official receipt.

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WHEN IS THE FULL AMOUNT OF MY ONLINE PURCHASE CHARGED TO MY CREDIT CARD?

Depending on your credit card company, processing times and posting times may vary. From our end your credit card is billed immediately upon purchase.

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MY ORDER WAS DAMAGED WHEN IT ARRIVED, WHAT SHOULD I DO?

Although our products are packaged securely to prevent damage it’s possible for damage to occur during shipment. Always inspect the carton and contents upon arrival, if damage is apparent please note it on the delivery receipt, refuse the shipment and contact us immediately.

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HOW DO I KNOW WHAT PART I NEED FOR MY DIMPLEX UNIT?

Troubleshooting Guides and Replacement Parts lists are located in the Parts and Service Manual which is included in the original packaging along with the product. If this is lost or misplaced, these manuals can be found by entering the model number found on the unit in the search field at www.dimplex.com. If you have any questions, you can email our customer service team. Please include your model number and serial number so we can assist you quickly and efficiently.

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HOW DO I TELL IF MY EXISTING UNIT IS A DIMPLEX UNIT?

Most Dimplex fireplaces say Dimplex on them somewhere. Other brand names we have sold under were Electrolog, Symphony, and Optiflame. If you need some assistance you may Contact Us.

Please have your model number and serial number available so we can assist you efficiently.

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