Last Updated: August 18, 2025

Welcome to our FAQ section! Here you’ll find answers to common questions about Obrivo, our products, ordering, shipping, and more. If you can’t find what you’re looking for, please don’t hesitate to contact us directly.

General Questions

Q1: What is Obrivo?

A1: Obrivo, operated by OBRIVER LLC, is your premier online destination for high-quality electric fireplaces and electric fireplaces with TV stands. We are committed to providing reliable, stylish, and functional products to enhance your home.

Q2: Where is Obrivo located?

A2: Our operations are based in the United States. Our mailing address is: 8023 Beverly Blvd, Los Angeles, CA 90048, USA.

Q3: How can I contact Obrivo’s customer service?

A3: You can reach our customer service team via:

  • Email: contact@obrivo.com

  • Phone: +1 (716) 510-9791

  • Mail: 8023 Beverly Blvd, Los Angeles, CA 90048, USA. We aim to respond to all inquiries promptly during business hours.

Q4: Do you have a physical store I can visit?

A4: Obrivo is currently an online-only retailer. This allows us to offer you a wider selection and competitive prices on our fireplaces.

Ordering & Account Questions

Q5: How do I place an order?

A5: Simply browse our selection of fireplaces, add your desired items to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment information, then confirm your order.

Q6: Can I modify or cancel my order after it’s placed?

A6: We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at contact@obrivo.com or +1 (716) 510-9791. While we cannot guarantee changes once an order is in processing, we will do our best to accommodate your request.

Q7: How do I check the status of my order?

A7: Once your order has shipped, you will receive a Shipment Confirmation email containing a tracking number. You can use this number on the carrier’s website to track your package’s progress.

Q8: Do I need to create an account to place an order?

A8: No, you can check out as a guest. However, creating an account allows you to track your orders, view past purchases, save your shipping details for faster checkout, and manage your preferences.

Shipping Questions

Q9: What are your shipping times?

A9:

  • Processing Time: Orders are typically processed within 1-2 business days (Monday-Friday, excluding holidays) after receiving your order confirmation.

  • Transit Time: Once shipped, standard delivery within the United States generally takes 6-8 business days.

Q10: Do you offer free shipping?

A10: Yes! We are pleased to offer FREE Standard Shipping on all orders across the entire United States.

Q11: Do you ship internationally?

A11: At this time, Obrivo only ships within the United States. We are unable to ship to international destinations.

Q12: What should I do if my package is lost or damaged?

A12: If your package arrives damaged, please contact us immediately at contact@obrivo.com with your order number and photos of the damage. If your package is lost and tracking information indicates a problem, please contact the shipping carrier first. If you need further assistance, reach out to us, and we will help resolve the issue.

Returns & Refunds Questions

Q13: What is your return policy?

A13: We offer a 30-calendar day return window from the date you receive your item. To be eligible, the item must be unused, in its original packaging, and accompanied by proof of purchase.

Q14: How do I return an item?

A14: To initiate a return, please contact our customer service team at contact@obrivo.com or +1 (716) 510-9791. We will provide you with a pre-paid return shipping label and detailed instructions.

Q15: Do I have to pay for return shipping?

A15: No! We offer FREE return shipping for all eligible returns within the United States.

Q16: How long does it take to get a refund?

A16: Once your return is received and inspected, we will notify you of the approval or rejection of your refund within 2-3 business days. If approved, your refund will be processed within 10 business days and applied to your original method of payment.

Q17: Can I exchange an item instead of getting a refund?

A17: We generally only replace items if they are defective or damaged upon arrival. If you receive a defective or damaged item, please contact us immediately to arrange an exchange.

Payment Questions

Q18: What payment methods do you accept?

A18: We securely accept major credit cards, including Visa, Mastercard, American Express (AMEX), and Discover.

Q19: Is my payment information secure?

A19: Absolutely. All credit card transactions are processed through secure, encrypted payment gateways. We do not store your full credit card details on our servers. Your security is our priority.

Product Questions (Fireplaces)

Q20: What types of fireplaces does Obrivo sell?

A20: We specialize in a range of high-quality electric fireplaces, including models with integrated TV stands, suitable for various home setups.

Q21: Do your fireplaces come with a warranty?

A21: Many of our products come with manufacturer warranties. Please check the individual product page for specific warranty information. For any issues covered under warranty, please contact us for assistance.

Q22: Are accessories included with the fireplaces?

A22: Product listings will clearly state what is included with each fireplace (e.g., remote control, log set, crystals).