Q: I notice that you seem to work with trade professionals a lot, can I purchase from you as a homeowner?
A: Yes! While we do partner with Pros across the country as their trusted supplier for all of their fire feature and outdoor loving needs, we work directly with retail consumers as well, simply purchase directly from us online. If you are working with a professional installer or contractor and would like to connect us with them in order to collaborate on your project, we would be happy to sign them up and help them get what you are wanting. Simply send us an email or give us a call!
Q: I am a Pro and want information on signing up to get Pro Pricing, how do I get set up?
A: Simply fill out this form and we will get you setup! Joining our Pro Program gets you discounts, a dedicated account manager, expedited services, and an online login so that you can order with your Pro Discount right from our website! We look forward to serving you!
Q: Do you offer a 1x promo code to help me save money on my order?
A: Yes, we do! We offer all new customers a 1x use promo code for 10% off of the entire order (some exclusions may apply). Send us an email at [email protected] and put "NEW CUSTOMER PROMO CODE" in the subject line and we will quickly send you the code! Can't wait that long for your code? Give us a call and we will gladly provide you with the promo code over the phone!
Q: Where will my order ship from?
A: Orders will either ship directly from the manufacturer, or one of our many distribution centers located in around the country. In cases where we have product available to ship from multiple locations, we always attempt to ship from the distribution center closest to you to cut down on shipping times.
Q: How will my item ship, and what should I expect?
A: We have items that ship both ground and freight. Given the size of many of our items, freight shipping is the most common. When shipping items freight, we pay additional cost on your behalf for a delivery notification on the shipment. This allows the freight carrier to contact you directly to schedule a delivery appointment. We also pay for a liftgate service on many oversize items to make offloading easier. All freight shipments are made via curbside delivery, and do not include bringing the items onto or into your private property. It is your responsibility to bring it on to your property. We suggest having helpers or equipment (when necessary) on standby to assist you in moving your items from the curb.
Items should be inspected immediately, and Flame Source should be notified within 3 business days at most of any damage or missing items (this includes concealed shipping damage). You may note any damaged or missing items and sign for the delivery or refuse your delivery altogether if multiple items are damaged. Issues or questions regarding a shipment, feel free to call us at 947-941-4111. If you would like to read our entire shipping terms policy, you can do so here at this link.
Q: Where can I order parts for my product?
A: If you originally purchased your item from us, simply call us and we can usually order manufacturer parts for you. If you did not purchase the item from us, it is usually best to contact the manufacturer directly. Feel free to contact us and we will be happy to offer assistance finding parts or replacing your product when needed.
Q: How can I cancel or modify an existing order?
A: The best way to make changes or cancel an order after it is placed is to call us ASAP at 947-941-4111. We try to process orders quickly so that you can receive your order in as little time as possible. Our order processing team will begin work on your order shortly after it being placed. Contacting us via phone right away will ensure we can modify your order before it has been packaged and shipped. If you do not reach us, please leave a voicemail so that we can return your call as soon as possible. You can also email us at [email protected] in addition to trying to reach us by phone.
Q: Can you install or service my product?
A: Flame Source does not offer installation or on-site service work. However, if you have purchased your product from Flame Source, we can try to help point you in the direction of a potential installer or resource to find one. Simply give us a call and we will do our best to help you!
Q: Why should I buy from Flame Source?
A: That is a great question! Of course, we would love to tell you about our amazing products and services, how much we truly care about our customers experience with us, our competitive pricing, etc., but at the end of the day it means nothing if we can't personally show that to you. If you would like to learn a little more about us and the values that drive us, we would encourage you to check out our "About Us Page". Also, we'd love to have a real conversation with you and discuss your project, questions & concerns, and how we might be able to help, just give us a call! Our number is 947-941-4111 or you can email us at [email protected] We would be happy to talk to you!