Shipping Policy

Our goal is to keep the ordering process as easy as possible. Shipping times vary from 1-4 business days and delivery time varies between 3-10 business days if your product is in stock.

Order Confirmation:

Once your order is submitted, you’ll immediately receive a confirmation email. This confirms that your payment has been authorized and that we’ve begun preparing your order for shipment.

Right away, we contact our warehouse to verify that the item is in stock and ready to be shipped. If an item is out of stock or on backorder, we will notify you by email. If your product is available, we will capture the payment and schedule it for shipment.

Order Shipment:

• If your order is stock and your credit card is approved, the product will ship within 1-2 business days from the date of your order.  
• We will send you the tracking information to the email address you provided at checking out within 24 hours of your order going out for delivery.  
• We ship daily via UPS Ground, FedEx Ground, and Freight to the lower 48 states. Most all orders will ship the same day as ordered if the order is submitted before 1pm PST (some exceptions apply, some part & freight orders may not ship until the following day).  
• Some parts orders and freight shipments are subject to ship the following business day if the order is placed close to the 1pm cut off time.
• Shipping costs are included with any unit shipping UPS Ground to the lower 48 states. AK & HI ship by AIR at additional cost. 
• We do not offer Cash On Delivery.  
• A phone number is required by the freight company so a delivery appointment can be made.  
• Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment.   
• A delay in delivery may also cause additional storage fees to accrue that will need paid prior to delivery.
• Any additional shipping fees due to missed appointments, re-delivery, or other unforeseen circumstances will be the responsibility of the customer. These fees fall outside our standard shipping coverage and tolerance levels, meaning we cannot be held liable for any additional costs that exceed our typical shipping parameters. Additionally, certain locations may incur unexpected delivery surcharges based on carrier assessments, and any such fees will also be the responsibility of the customer.
  
  Unfortunately, at this time we do not ship internationally and cannot fulfill any orders made outside of the lower 48 states.

Damages:

• Please inspect the packaging of your items when they arrive.
• If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged.  
  

Cancellations & Refunds:

• All orders canceled are subject to a $30 administration fee whether or not your order has shipped. This is a fee that covers administrative and personnel fees.
• If your item is on backorder and you accept the backorder, we will hold your payment until the product ships. If you decide to cancel before a backorder arrives and is processed for shipping, we will not charge a fee. 
• If you order has shipped, you (the buyer) will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

Backorders:

• From time to time, a product may run out of stock at our warehouse and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting a fire pit sooner.
• The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival or the factory missing a certain part needed to complete the manufacturing process.
• If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different product, or cancel the order altogether. 
• Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days. 

This section will give you the essential information about what to expect with the delivery of your item. If you purchased one of our large and heavy items your item will ship freight LTL will be delivered via a lift gate truck. 

Important Freight LTL Shipment

1. When the item reaches your city or a city near yours the dispatcher will call you to set up a future delivery date and time with you. The item will not be delivered until you set up this appointment.
2. You need to be at the delivery address during the delivery window to receive and sign for the item. 
3. The dispatcher will let you know what dates they have available. Delivery appointments can only be scheduled Monday thru Friday. The delivery times can only be scheduled in delivery windows of 8 am - 12 pm or 12 pm - 4 pm. Depending on the freight company the delivery window may differ. A fixed delivery time cannot be scheduled. Example 9:00 am. It can only be scheduled in a delivery window time frame. 
4. Please make sure the phone number you entered at checkout is a good number to contact you at.
5. Don't screen your calls until your item has been delivered. 
6. The item will be delivered via a lift gate truck with one delivery person. It will be placed in your driveway or curbside. 
7. Be sure to keep all your packing materials including the pallet. If you decide to return the item you will need to have all the original packing materials.