Shipping Policy

Our goal is to keep the ordering process as simple as possible. Your order is processed and shipped within 1-5 business days and shipping time varies between 3-12 business days considering your product is in stock.

Shipping Methods: 

We offer Free Curbside Freight Shipping on everything we sell to the continental United States. We offer two extra shipping services to help deliver your item where it will need to go. We have the LTL Threshold Delivery where the driver will unload and drop off your order at the first dry area (porch, garage, sheltered area) or we also offer a White Glove Delivery which is a premium delivery service where they deliver the package directly to your backyard, unpacking it, inspecting your item, assembly (up to 30 min) and packaging disposal. (Does not include gas or electrical installation). Please contact us for any questions.

As soon as you place your order, you will receive an order confirmation email.  This means that we have received your order in our system and pre-authorized your payment method for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Shipment:

If your order is in stock and we processed the charges to your payment method, it will ship within 1-5 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 info@fire-elements.com.

No Shipping outside the USA. 

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 through 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.

Damages

• Please inspect the packaging of your items when they arrive. We recommend an immediate inspection with the driver present to verify if there is damages.
• If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged.  
• If the carton package has excessive damage with the exposed product refuse the shipment, take a photo of the delivery, sign the carrier paperwork "Carton damaged and refused" and notify Fire Elements immediately.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.