Shipping and Returns
Please note that manufacturers may vary in their shipping and return policies. Below are general outlines for the most common transactions.
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at firstname.lastname@example.org
FedEx / UPS - Small Parcel Shipping (Free)* - Most products shipping via FedEx or UPS will be shipped the same day payment is cleared. Orders not shipped the same day will be shipped the next business day. Most delivery times in the continental U.S. range between 2-5 days depending on location. You will receive an email confirmation with a tracking number when the order has been shipped. While Home Fire Designs does not charge for shipping to the Continental US and Canada, Fees and Taxes will be incurred on FedEx and UPS Ground shipments to Canada and are the responsibility of the customer.
All Freight Deliveries
- Home will need to be accessible to a full size semi-truck.
- Most delivery times within the Continental U.S. range from 5-7 business days after shipping.
- You will be contacted by a representative to schedule a delivery date.
- Tracking numbers will be provided when product has been shipped.
- A signature will be required upon receipt.
Threshold Home Delivery (Coming Soon) - This shipping option includes delivery to the first accessible area (garage, carport, front step, back patio, etc.). Delivery equipment includes a lift gate equipped truck, pallet jack, and hand truck. Because of the lift gate restrictions on straight trucks, the weight of each pallet cannot exceed 1,500 pounds. This option does not include uncrating, unpacking, de-skidding, placement, debris removal, or set-up. See "White Glove Delivery" for this service.
White Glove Home Delivery (Coming Soon)- This is our premier level shipping option. It includes delivery, unpacking, light assembly (no tools), final placement, and debris removal to an off-site receptacle. A two person team will deliver to your room of choice, up to two flights of stairs and a signature will be required upon completion and inspection to ensure your 100% satisfaction.
* Certain rural areas (very few) are not eligible for free shipping and would require additional charges. You will be contacted prior to shipment if such a case were to occur.
NOTE - If a confirmed delivery appointment is canceled by the customer on the day of delivery or if the customer is not home to receive the delivery, any incurred fee by the carrier to re-schedule and re-deliver will be the responsibility of the customer.
Order Processing Details
We value your business and would like to ensure that your order is filled properly. Please review the list below.
- Look over the Invoice we have attached to your email.
- Check for errors in your name, address, phone numbers, email address and the items listed in your order. These documents represent our agreement, so please be sure all of the items and quantities are correct.
- Home Fire Designs will not ship partial freight orders without additional shipping charges paid prior to shipping. All items must be present at the warehouse prior to shipping a freight order. This means your order will not ship until all the pieces have arrived at our warehouse.
- Freight orders that include "free shipping" will be delivered curbside to your home. You will be responsible for moving the product, assembly and disposing of the packaging materials. "Threshold" or "White Glove Service" will further assist you in settling your new Home Fire Designs product into your home.
- Incoming products or Special Orders - These "Lead Times" are approximate estimates and cannot be 100% guaranteed. Home Fire Designs will not be held responsible for late shipments. If you need something by a certain date, please contact your sales representative to discuss changing your order to one of our many in-stock products.
- All special order items are non-returnable and non-refundable.
- IMPORTANT: Upon delivery, if the boxes look damaged contact us. DO NOT SIGN FOR DAMAGED PRODUCT. If the boxes appear to be in good condition at delivery, we still recommend opening the boxes to inspect the products because sometimes concealed damage can occur. Home Fire Designs will provide you with a free replacement for a item damaged in shipping, but two things must occur:
1. You must refuse the damaged item
2. You are responsible for notating on the delivery receipt, "refused Fire Pit because of shipping damage".
If you have the ability to document the damage with digital photos, please do so as this will accelerate the return process. Your replacement product will ship once it is received in our warehouse if necessary.
Cancellations & Refunds
All orders cancelled after 48 hours are subject to a $35 administration fee, whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
Please note that we are currently unable to ship to PO Boxes or Military (APO/FPO) addresses. We must have a residential or commercial physical address in order to ship any item. If a non-physical address is entered, fees may apply for reshipment. We apologize for any inconvenience.
"Ships-Within Time" is the time needed to receive, process and ship your order after the order is placed and payment information is secured. To estimate the arrival of your package please consider the ships-within time plus the transit time associated with the method of shipment you selected. Ships-within time may vary on each individual item and is not a guarantee.
As a general rule, Standard Ground Shipping takes between 5-7 business days to arrive after the Ships-Within Time. It is not uncommon for you to receive each item separately as items often ship from different warehouses.
Please Note: Items will not be delivered on holidays. Expediting shipping only affects the time in transit and not the ships-within time. If you have any questions concerning expedited shipping, please contact us.
At Home Fire Designs, we want you to be satisfied with the products you purchase. You may return most new, unopened items sold and fulfilled by homefiredesigns.com to the manufacturer within 30 days of delivery for a full refund of the product price. Items must be in new or unused condition with all original materials included with the shipment. Shipping and/or handling fees are non-refundable. They must receive the item(s) at their warehouse/processing facility within 45 days of delivery. Upon receipt of returned item, if condition is not new, or original packaging is not included, a 15% re-stocking fee will be deducted from the refund. Returns on items over 30 days will be handled through the manufacturer's customer service dept. and will be dependent on product condition and elapsed time.
Please note: Due to the extraordinary care taken delivering premium products, returns that are not the result of our error will be subject to original and return shipping fees which will be deducted from the refund.
Items that may have been shipped to you in error and are unopened and unused or items that were shipped and have been determined to be defective and/or damaged, will be refunded the entire amount paid. If you receive an item that seems to be defective or damaged, notify someone in customer care with the manufacturer within 7 days of the receipt of goods. These items will be reviewed and discussed at that time to help determine if it will be a freight claim, manufacturer's error, shipping error, etc. Once that determination is made we will be able to advise how the return process needs to be handled.
To be eligible for a return, item(s) must be within 30 days of delivery in new, unused, unassembled, and resalable condition in the original packaging.
- The cost of original outbound shipping will be deducted from your refund total.
- A return shipping label can be available upon request from manufacturer, but will be at your cost.
- For returns that require freight service, the manufacturer can schedule a freight truck to pick up the returning item(s) but you will be responsible for the cost.
- Refund will be applied to the same credit card, debit card, or other form of payment used at the time of original transaction.
You should expect to receive your refund within 7 business days from the time your return package has been received; however, in most instances you will receive your refund sooner than the allotted 7 days. This time period includes the time it takes us to process your return once we receive it (1-3 business days), and the time it takes your bank to process our refund request (2-4 days).
We will notify you via email or phone once we have processed your returned item.
Items That May Not Be Returned
Returns will not be accepted for the following items:
- The item returned does not match the original item shipped.
- The returned item is missing parts or the original product’s packaging, either of which were not previously specified by the customer.
- The item was damaged during return shipment due to improper or insufficient packaging.
- The item being returned has been used and is no longer in new and resalable condition.
- Special Order Items
- Items that were shipped with a signed disclaimer (i.e.- residential items used in a commercial application)
- Gift cards and gift certificates.
Partial Refunds will be issued for the following items:
- Items that are approved for a return more than 30 days after delivery
- Any items that have been opened and used
- Any item not returned in the condition it was received
If you received a defective item and need to exchange it for the same item or if you'd like to return the original item for a different item, please contact the manufacturer directly to arrange replacement. Please note that it takes us 3 to 5 business days to process approved returns once they arrive at the facility.