Returns & refunds.

We craft each surround to order in Salem, Oregon. Because every piece is built for one specific home, our return policy reflects that — generous on standard catalog pieces, strict on custom work.

Standard fireplace surrounds

Standard catalog surrounds may be returned within fourteen days of delivery if unused and undamaged. To start a return, email info@oltreusa.com or call (503) 689-1088 with your order number.

  • The customer is responsible for return shipping and proper crating.
  • A restocking fee of 25% of the product price applies to all returns.
  • Original shipping costs are non-refundable unless Oltre is at fault.

Custom surrounds and bespoke commissions

Custom and bespoke pieces are non-returnable once production has started. This includes any surround built to non-catalog dimensions, with custom finishes, or with specifications drawn for a specific project. If a custom order is canceled before production begins, deposits may be partially refunded based on materials already procured.

Shipping and delivery

Standard shipping is free to the lower-48 United States via FedEx Freight (curbside delivery with liftgate). Customers take title at our Salem facility (FOB Origin). Please inspect the merchandise before signing the delivery receipt. If damage is visible, mark “CONTENTS DAMAGED” on the receipt and notify Oltre within 24 hours at (503) 689-1088 or info@oltreusa.com — this is required for any freight claim.

Refund timing

Once a returned product arrives back at our Salem shop and is inspected, we process refunds within five to ten business days to the original payment method. Refunds for damage claims are processed once the carrier freight claim is approved.

Last updated: May 2026.

Questions about a specific order? Reach us at info@oltreusa.com or (503) 689-1088 — 1947 Claxter Rd NE, Salem, OR 97301.