FAQ

Frequently Asked Questions

 

 

Do I have to order online?

 

  • No. In fact, Jamboo Creations welcomes calls directly from consumers or interior designers who may have a specific request or questions regarding the size of their hearth or wanting to use their own fabric, or customer’s own material (COM).

What does the HearthSoft® cost?

 

  1. Pricing for a HearthSoft starts at $319.00 for hearths up to 60" in length. Please see our Buy Now page for pricing for hearths longer than 60".
  2. Shipping charges are determined by UPS Ground Zone and Rates in the 48 Contiguous States based on shipments from Atlanta, GA.
  3. Please contact Jamboo Creations for pricing for any special orders, COM (customer's own materials) orders, or unusual shaped hearths.
How much does the HearthSoft® weigh?

 

  • The HearthSoft® is lightweight and can be removed and stored easily in a closet or under a bed. Weight will vary based on the size; however, a typical HearthSoft® weighs less than 10 pounds.
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Is the HearthSoft built on a box structure?

 

  • No. One of the distinguishing features of the HearthSoft® is its lightweight design and folds easily for storage if needed. The product is made-to-measure to your individual specifications, and is constructed with 2" of dense polyfoam wrapped in Dacron on the top and 1" of polyfoam on all sides. The product is then wrapped in a soft and easy-to-clean flame-retardant fabric of your choice. A typical HearthSoft weighs less than 10 pounds.

How long does it take to receive my order?

 

  • Because each order is custom made to individual specifications, please allow 4-6 weeks for delivery. Ordering rush delivery is available; however, rush delivery does not guarantee a shipping date just the shipping method used to deliver the package.

What are my payment options?

 

  • We accept Visa, MasterCard, and Discover. We do not accept personal checks. And, of course, we have Jamboo Creations Gift Certificates.

Is my online transaction secure?

 

  • All transactions are conducted behind a Secure Socket Layer (SSL) connection that requires SSL certification from a certificate authority.

Will a sales tax be charged?

 

  • Sales tax will be charged to orders shipped within the state of Georgia only. Jamboo Creations does not charge sales tax on out-of-state orders.

How are products shipped?

 

  • Orders are shipped standard ground delivery and normally arrive 10 to 15 business days from receipt of order. Oversized items that fit into an oversized box will incur an additional surcharge. Rush delivery requests can be made, but will incur an additional surcharge.

Am I responsible for taking measurements for the HearthSoft®?

 

  • Yes. To ensure that you are 100% satisfied that your HearthSoft® fits comfortably and securely, exact measurements must be provided to Jamboo Creations. Please follow the instructions given on the How To Measure page of our website.

What is Jamboo Creations’ 100% Customer Satisfaction Guarantee?

 

  • Jamboo Creations is committed to providing our customers with only the highest quality and superior craftsmanship in the making of our products. If for any reason you are not 100% satisfied with your custom-made HearthSoft®, you may return it to Jamboo Creations within 30 days after delivery of your order for a full refund, including all shipping costs.

What is your cancellation or change order policy?

 

  • Because each HearthSoft® is made to order to fit the exact specifications of each hearth at the time of purchase, we asked that any cancellation or change requests are made As Soon As Possible to avoid wasted materials. However, Jamboo Creations stands behind its 100% Customer Satisfaction Guarantee.

What is your return policy?

 

  • Jamboo Creations is committed to providing our customers with only the highest quality and superior craftsmanship in the making of our products. If for any reason you are not 100% satisfied with your custom-made HearthSoft®, you may return it to Jamboo Creations within 30 days after delivery of your order for a full refund, including all shipping costs.

Are all fabrics used by Jamboo Creations flame retardant?

 

  • Yes. Every fabric we use in making the HearthSoft® meets the Flammability Safety Rating contained in UFAC Class I, NFPA 260, and California Technical Bulletin #117 Sec E Class I.

 

  • However, Flame Retardant does not mean Flame Resistant or Fire Proof. If a spark or ember is left unattended, the possibility of the product catching fire does exist. To eliminate any safety concerns, Jamboo Creations strongly recommends that the HearthSoft® be removed altogether when operating the fireplace in order to avoid any danger of the product catching fire.

CAUTION - Although flame-retardant fabrics are used for making each HearthSoft™, Jamboo Creations strongly recommends that the HearthSoft® be removed from the hearth whenever operating the fireplace in order to avoid any potential fire hazard.

 

Should I remove the HearthSoft® when operating the fireplace?

 

  • Yes. Although every fabric we use in making the HearthSoft® meets the Flammability Safety Rating contained in UFAC Class I, NFPA 260, and California Technical Bulletin #117 Sec E Class I, please note:

 

  • However, Flame Retardant does not mean Flame Resistant or Fire Proof. If a spark or ember is left unattended, the possibility of the product catching fire does exist. To eliminate any safety concerns, Jamboo Creations strongly recommends that the HearthSoft® be removed altogether when operating the fireplace in order to avoid any danger of the product catching fire.

 

May I select and use my own fabric for the HearthSoft®?

 

  • Yes. In fact, Jamboo Creations welcomes the opportunity to work with both consumers and interior designers who wish to construct the HearthSoft® using Customer’s Own Material, or COM orders. If you have a specific decorative fabric for a design project, simply contact Jamboo Creations to discuss your project. We will likely ask for a sample of the fabric to ensure that it meets the requirements needed for construction of the HearthSoft®.

 

View before and after photos of fireplaces with the HearthSoft®

Are gift certificates available?

 

  • Jamboo Creations Gift Certificates are available online or by phone. Our gift certificates can be sent by mail or electronically.