Report a Damaged Product

Sometimes products arrive broken or DOA. We are here to help.
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Product Delivered Damaged Form

Received Damaged Product:

Please complete the following form if you've received a damaged product.

CJs Hearth and Home will respond within one (1) business day or less  during regular business hours. If your inquiry is submitted outside of our regular business hours, or if the response time exceeds our regular business hours, your inquiry may default to the following business day.

* First name

* Last name

* Email


Product Information:

* Please select the CJ's Home Decor & Fireplaces, LLC website that you ordered this product from

Order ID number

Invoice number

Tracking number (if available)

* Date the product was received


* Was the package signed for?

* Was damage noted to driver or marked on waybill?

* Explain the nature of the damage

* We need pictures of the box, the product, etc. to support your claim

Upload up to five (5) photos showing the damage

Choose file   .gif, .jpg, .jpeg, .png, .webp, .pdf, .psd, .svg, .raw, .ai, .cr2



All shipments will be carefully inspected and packed before leaving the warehouses. They will be shipped the best carrier possible (UPS, USPS, Motor Freight, etc). Responsibility for its safe delivery is assumed by the carrier at time of pickup. Please unpack carefully. Keep original packing if there is damaged. Report any damages to the carrier immediately. CJ's Home Decor & Fireplaces responsibility for the condition of the goods ends when the carrier accepts them.

It is your responsibility to file claim for damaged merchandise. We can not file claims, we can only verify.

Common carrier deliveries are curbside only, it will be your responsibility to unload the truck.



Items Shipped Via UPS Ground / FedEx Ground / DB Schenker

When product is received damaged you HAVE TO DO THE FOLLOWING STEPS:

  1. Fill out damage form online within 24 hours, from web site you ordered, with all the necessary information.
  2. Send picture of damage (box, product etc) to [email protected]
  3. You will receive instruction by e-mail within 48-72 hours how your claim will be handled.
  4. You will also need to retain the merchandise packing material for inspection by the carrier.
  5. CJ's Home Decor & Fireplaces will promptly file a claim on your behalf if steps above are followed. We can not file claim until you submit damage form and provide all the information.
  6. No exceptions!

Items Shipped Via Common Carrier: (Ex: R&L Carriers, USF Holland, FedEx Freight, etc)

Upon receipt, all LTL shipments must be carefully inspected by the customer and any damages or missing items must be noted on the bill of lading. Signing for the shipment without notation of any damages on the bill of lading means that the shipment is being signed for in good terms, and any recourse to gain credit from the freight company will be lost.

CJ's Home Decor & Fireplaces is not responsible for LTL shipments once they leave our warehouses.

Claims must immediately be filed with the carrier by consignee/buyer. From the time a carrier picks up a shipment, that carrier assumes all responsibility for that shipment. Claim has to be filed by consignee/customer/buyer - No exceptions!

Please verify that you are human


Call us with questions about your hearth, fireplace, or home questions today!

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About CJ's Home Decor & Fireplaces LLC Thanks for Shopping CJ's!
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Fax: (814) 723-4187
Warren, PA 16365
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