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Any Questions? Call (877) 822-3377 or Use Live Chat

Free Shipping & Returns

FREE & FAST SHIPPING ON ALL ORDERS TO THE LOWER 48 STATES

Order Confirmation:

We understand that getting your items quickly is important to you, so we make every effort to process your order as soon as possible.

As soon as you place your order, you will receive an order confirmation email. After that, we double-check if all items ordered are in stock and available for immediate shipment. If your order is available for the delivery within the advertised time frame, we will submit it for immediate shipment. This means that we have received your order in our system and pre-authorized your credit card for the purchase.

If your item is on backorder or unavailable, we will reach out to you via email and/or phone.

If you choose to wait for the item, we have to charge your card when the decision is made because we can only keep credit card authorizations in our system for up to 7 days. If the card is not charged within 7 days the order gets automatically canceled.

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 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 info@firefixtures.com

Disclaimer:

We have no influence over the carrier's operations and we cannot make a package within their system move any quicker.

We do not issue refunds if your package is not delivered at the time you want it.

If you have a deadline, please order early to avoid disappointment.

Fire Fixtures is not responsible for any delivery error from the shipping company when the information we have provided is correct. If your package is lost or stolen, we will open a claim with the shipping company and it may take up to 14 days to resolve.


Shipping Times and Carriers:

We will ship your order using the fastest and most reliable method.

We are currently offering Free Shipping on the majority of our items for a limited time. 

We provide ground shipping to the lower 48 states. Orders to Alaska, Hawaii, Canada, and Puerto Rico are shipped by AIR at additional cost. Contact us at info@firefixtures.com to get quotes for those shipments.  

Shipping to the lower 48 states usually takes between 3 to 7 business days but you should allow 3 to 10 business days depending on the carrier we use (FedEx, UPS and/or USPS) and delivery location.

Custom made products are usually delivered within 3-5 weeks. If the expected delivery date for your order falls outside of the advertised 2-10 business day time frame, our customer service team will reach out to you to confirm if you are OK with that date.

We will ship your order using the fastest and most reliable method. Generally our smaller, lighter packages will ship via FedEx. Larger, heavier packages ship via a truck freight carrier. Ex: Estes Express, R&L Carriers, SAIA, YRC Freight or UPS Freight.These shipments are delivered curbside, a delivery appointment and an adult signature are required to receive the shipment.

Free Curbside delivery service provides delivery of your item(s) to the curb at the end of your driveway. This service does not include set up or assembly of items or removal of packaging materials. Your item will be delivered on a lift gate truck and will be taken off the truck by the delivery driver.

If you need inside delivery, we may be able to arrange it for you at an extra cost. Please contact info@firefixtures.com for details.


Receiving Your Shipment:

Smaller items shipped with FedEx or UPS Ground. FedEx and UPS Ground do not require a signature and will leave the package in a suitable place near your door.

Please inspect the package immediately and report any damages to info@firefixtures.com

Heavy items shipped with freight. As defined by the trucking industry, Home Delivery means "curbside delivery" in a residential area. You may need assistance to move the package indoors or you might unbox the shipment and carry each piece inside individually. 

An adult has to be present at the time of the delivery to inspect the package for damages and sign the delivery receipt.

When your shipment arrives at a nearby terminal, you will be contacted by the freight carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 3-4 hours) between 8:00 am and 5:00 pm, Monday through Friday.

Fire Fixtures will not be held responsible for any missed delivery appointments.

If you have scheduled a delivery appointment with the freight carrier and are not present and available at the scheduled appointment time, you will be responsible for any fees that are incurred as a result, which may include missed delivery and/or storage fees.

These fees must be paid in full before we can release your order for re-delivery. If delivery is not rescheduled within 2 business days, the shipment will be automatically returned to us by the carrier. These returns are NOT eligible under our Free Returns Policy. If the unit is returned back to us, we will issue a refund back to your method of payment in the amount of the original order minus inbound and outbound shipping fees, along with any associated missed delivery and/or storage fees.


Damages:

Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage it's possible that in rare cases, damages may occur during shipment.

Before signing for the shipment inspect the carton and contents. Take a picture of the package before you accept it from the carrier. Inspect the box for damages. If you notice any damage, please write "DAMAGED" on the delivery receipt, then sign. Inspect your delivery carefully. Report any damaged or missing items within 24 hours of delivery to info@firefixtures.com. 

Please retain all original packaging (including shipping pallet) in the event that a return is required.

Following these steps will protect you in case of any damages and make the process of replacing the damaged and/or missing items much smoother.

If you are unable to inspect the contents at the time of delivery, prior to signing a note on the delivery receipt “CARTON DAMAGED” if there are any blemishes, scuffs, crinkles, tears, rips, wetness, etc. The contents can be damaged by mishandlings such as drops that may only blemish the carton slightly. Contact us within 24 hours of delivery, regarding any damage.

Fire Fixtures cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation about the damage on the freight delivery receipt or if the damage was reported later than 24 hours after delivery.


Returns:

30 DAY MONEY BACK GUARANTEE. FREE RETURN SHIPPING. NO RESTOCKING FEES.

If you're not satisfied with an item that you purchased from Fire Fixtures, you can return it within 30 days after delivery for a full refund, as long as the item is in its original condition and packaging, and in the same condition as you received it. Items that have been used or modified in any way may not be returned.

We do not charge restocking fees or return shipping fees. All eligible returns are free.

To return an item, submit your request in writing and send it to info@firefixtures.com. We will send you a prepaid shipping label and instructions on how to send your item back to us.

 The following items may not be returned:

  • Products that are eligible for parts under manufacturer warranty
  • Items that have been used or modified in any way
  • Items without the original packaging (including the shipping pallet, if applicable)
  • Special made orders 
  • Any items shipped outside the United States

The following brands and items are excluded and are not eligible for returns: 


Missed Delivery Appointments are not eligible for Free Returns. In these cases, a Standard Return Policy applies. 

We will issue a refund back to your method of payment in the amount of the original order minus inbound and outbound shipping fees, along with any associated fees (missed delivery and/or storage fees, restocking fees, etc).

The following brands are eligible for our Free Return Policy but are limited to a 7-Day Returns window:

 

Refunds:

Our refund policy lasts 45 days. If 45 days have gone by since your purchase, unfortunately, we can’t offer you a refund. Refunds will be issued to the original method of payment shortly after we receive and process the eligible return. It may take up to 10 business days after we issue the refund for your bank to process the credit. If we are unable to refund the original method of payment, Fire Fixtures will provide you with a store credit for the amount of the refund due to you, which may be used for purchases on www.firefixtures.com 


Cancellations:

You may cancel your order free of charge within 24 hours of the order being placed and before the shipping label or Bill of Lading has been created. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges.

  • Pre-Orders and Backorders

You may cancel your order at any time up until the day the new inventory arrives at the warehouse. Please note that once the order enters the shipping queue, canceled orders will be subject to our standard return procedure.

  • Special made orders

You may cancel a Special made order within 24 hours of the time of purchase. These items are special ordered and made individually upon order and cannot be canceled after the order has been processed.

  • All Items

If your order has been shipped, our standard return procedure applies.


Refunds will only be issued to the original payment method that you use when placing your order.

To request a cancellation, please email info@firefixtures.com


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 arrive damaged, please send photos to info@firefixtures.com and we will process an insurance claim on your behalf.

We strongly encourage you to schedule your installation after your unit has been delivered and inspected.

While we strive to ensure that your order arrives safely, some issues (including but not limited to damage, lost packages, missing items, etc) occur during transit from time to time .

We will do our best to help rectify the situation but we will not be held responsible for labor costs or project delays incurred due to receipt of damaged goods.

You will not be responsible for the shipping costs to return or replace the item.

In the unlikely event that an item you ordered arrives damaged, you may return the item for a replacement or a full refund, as long as you report the issue within 24 hours and make a note on the freight delivery receipt that the item is damaged.

To report damage, take pictures of the damaged item and the box with shipping label clearly visible and email them to info@firefixtures.com within 24 hours after delivery. 

Important Note About Deliveries by Freight

We encourage you to take a picture and inspect the packaging of the item before you accept the item from the carrier. It is imperative to make a note on the delivery receipt if you find any irregularities to the packaging prior to the delivery agent leaving. This includes torn shrink wrap, dents and/or tears in packaging, damage to pallets, etc. DO NOT SIGN the delivery slip until items have been inspected. 

If the item is damaged, write "Damaged" on the delivery receipt, then sign.

If you don't have a chance to open the box and thoroughly check, write "Subject to concealed damage" on the delivery receipt, then sign.

As a general rule of thumb, DO NOT refuse a shipment even if there is damage. 

In most situations, it is better to accept delivery of your order and allow us to address the problem on location.  Refusing a shipment may cause a delay in the claims process and also result in a re-delivery charge. No goods are returnable for any reason without our authorization.

Please report any damages or concerns to info@firefixtures.com within 24 hours of delivery.

Important Note About Freight Forwarders

If you decide to use your own freight forwarder to ship an item or if you export an item outside the United States yourself or through another carrier, then Fire Fixtures will not be responsible for providing any replacement or refund for any damaged or defective items. You should not list Fire Fixtures on any export documentation.


Fire Fixtures will not be held responsible for the cost of repairs or replacement of damaged items if there is no notation about the damage on the freight delivery receipt OR if the damage was reported more than 24 hours after delivery.

We strongly encourage you to schedule your installation after your unit has been delivered and inspected.
While we strive to ensure that your order arrives safely, some issues (including but not limited to damage, lost packages, missing items, etc) occur during transit from time to time.
We will do our best to help rectify the situation but we will not be held responsible for labor costs or project delays incurred due to receipt of damaged goods.

 

Warranty Information:

All of our products are covered by Manufacturer Warranty. Please refer to your product manual or the "Warranty" tab on the product page to learn more about your item’s warranty coverage. 

In the unlikely event that you received a defective item, these are the general guidelines that we follow and what you can expect:

  • We will guide you through the warranty process and submit a warranty claim with the manufacturer on your behalf.
  • Manufacturer’s require basic troubleshooting that will help them diagnose and propose a resolution. We may recommend that you reach out to the manufacturer directly for proper support when you have access to the fireplace.
  • The manufacturer will repair or replace defective products or parts at their discretion as determined by their policy. 
  • In the event that a replacement unit/part is approved by the manufacturer, we will assist you throughout the warranty process until your replacement unit/part is fulfilled. We will also arrange and send a prepaid shipping label for the defective unit/part to be returned to the manufacturer.

Please be advised that defective products are not subject to our regular Return Policy. Defective items are subject to the manufacturer’s warranty coverage and our role as your dealer is to support you throughout the process. Processing time of warranty claims will vary depending on the season and the availability of parts. 


Fire Fixtures is not liable for sending replacement units or for any reimbursements of labor costs or project delays that may occur due to the receipt of defective goods.