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 (971) 314-9530 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 in the contiguous 48 states via FedEx Freight (curbside delivery with liftgate). Remote, island or limited-access addresses may need a freight quote. Customers take title at our Salem facility (FOB Origin). Please inspect the merchandise before signing the delivery receipt. If you can see damage, refuse the delivery or mark “CONTENTS DAMAGED” on the receipt, and send photos to Oltre within 24 hours at (971) 314-9530 or info@oltreusa.com. That note is required for any freight claim. We handle the freight claim. Pieces damaged beyond repair are remade or replaced, and minor damage is repaired.

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.

Last updated: October 2026.

Questions about a specific order? Reach us at info@oltreusa.com or (971) 314-9530. 1947 Claxter Rd NE, Salem, OR 97301.