Cancellations & Refunds: At Fire Elements we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions may apply for custom orders, see below).
If you have questions, please send an email to info@fire-elements.com or call us at 640-500-4847.
Cancellations (Before Order Ships)
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach our agents during business hours at 640-500-4847, the chat in the bottom right of the screen, or at info@fire-elements.com.
Cancellations of Custom Orders
Custom or made to order products cannot be returned as these products are custom made according to your chosen design. Custom order brands include American Fyre Designs, Cal Flame, Fire By Design, Fire Pit Art & The Outdoor Plus.
These units are custom made to your specification or created once you order. Once you place your order they start building your unit within the next 3-5 days. The warranty will guarantee you a fully functional and operational product in case of any defects. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Refunds and Returns.
If you need to exchange your product, you may do so. We pride ourselves at charging no return shipping cost, since we just don't believe in doing business that way.
Most orders are available for return once they have shipped, with the exception of custom made products. Any outright returns for non-custom made products may incur a restocking fee of up to 25% (depending on the brand).
We order our products directly from the manufacturer or from our distributors.
If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. Please contact us to discuss your options so we can find the best solution for your needs.
Shipping Times
Estimated shipping time varies between 5-12 business days.
We promise to do our best to get your order to you within the estimated time frame, these estimated shipping times are based upon what our suppliers and shipping carriers tell us. Those estimated shipping times may possibly change or vary without notice (Due to manufacturing delays for custom orders, weather conditions, peak season - increased order processing can lead to processing delays, delays in transportation, technical problems, factory/warehouse delays, etc).
Order delays have proven to be unavoidable and outside of Fire Elements control. It is as frustrating for you as it is for us and in the case it does happen, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read the Following
When you are making a purchase from Fire Elements, you are acknowledging the following of the Exchange Agreement:
- I understand I am to inspect the package upon delivery, notate and take pictures if there is any damage and provide it to Fire Elements as soon as possible after the product being delivered.
- I understand that products in the case I choose to return a product, it needs to be returned unopened and unused.
- I understand that if my order has left the warehouse, that I am unable to receive a full refund.
- I understand that if I return my order once it has shipped, I will be responsible for paying any possible restocking fees, which vary by product, but are up to 25% depending on the brand.
- I understand that the estimated shipping time outlined on product pages are estimates and may change due to factors completely outside the control of Fire Elements.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrived damaged please send photos of damaged product, packaging, and any additional photos you might find useful, along with a brief description of the damage to info@fire-elements.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 48 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 48 hours.
Warranty
Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.
Nearly all of our products have guarantee warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end if it arrives damaged or defective - please see individual product pages for details.
In the case of a product being defective during the warranty period, please send an email to info@fire-elements.com or call us at 640-500-4847.
BOGO Promotions
In the event of a BOGO promotion, both items must be returned for a full refund of the amount paid. If one of the two items is returned, you will get a replacement of that item or a store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will be potentially responsible for a restocking fee. Refunds will only be issued to the original payment method that you used when placing your order.
All customers agree that they have read, understand, and agree to the terms and conditions above.
Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact info@fire-elements.com.
Chargebacks
Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!
Contact info@fire-elements.com for any questions.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.