Shipping Policies

Last updated September 26, 2024 

Shipping & Handling and Returns/Exchanges Policy.  

Here at Flame Source we appreciate your business and want to ensure that your experience with us is a great one. If for some reason, a product is not to your satisfaction or needs to be replaced, returned, or exchanged, we are here to help. Please contact us at 947-941-4111 for customer support.  

Shipping & Handling: 

• Flame Source is proud to offer Free Shipping on all orders $49 or more that ship within the lower 48 states. Even if it is a 10’ long 1500 lb fire pit, we cover the shipping!  
• Orders under $49 ships at a flat rate shipping fee. 

Canadian Orders: 

We do not ship items directly to Canada; however, we will ship to your desired US-based freight forwarder. Please call 947-941-4111 for more information. 

How shipping works: 

Flame Source reserves the right to choose the shipping company that delivers your shipment. We don't, however, control the shipping companies themselves. Once a shipment is in the care of the delivery company, we can't change shipping addresses or arrange for delivery to happen on a certain day or time. We can provide approximate delivery times, but that's only based upon the information the delivery company makes available to us. 

Inspect your shipment immediately for any missing or damaged items. If any items are missing or damaged, contact us immediately at 947-941-4111. You have 3 calendar days from the date of delivery to report any damaged items to us.

Freight Shipping: 

• While UPS and FedEx are our carriers for smaller items, be aware that larger items and orders are shipped via freight carriers. Here are some important things to be aware of for freight shipments.   Most freight products ship on a wooden pallet. Pallets will vary in size based on the product and shipment. 
• Freight drivers leave all pallets at the curb, meaning you're responsible for moving your shipment up the driveway and into your home or backyard. The freight company/driver is NOT responsible for bringing the product into your garage, home, or yard.  
• Most carriers will not call to schedule your delivery. Some carriers may call you to schedule a delivery window, most will only provide a tracking number and an estimated delivery date. 
• Made-to-order/special order items damaged in shipping will still follow all steps for a freight claim. All Custom pieces will be repaired or replaced with an item of the same nature as previously ordered. You will not be allowed to order an item that differs from the damaged or defective item. If any items are missing or damaged, contact us immediately at 947-941-4111. You have 3 calendar days from the date of delivery to report any damaged items to us. 

For carriers that schedule delivery appointments: 

• You are required to be home and provide your signature at the time of delivery. 
• The delivery is made with a semi-truck with lift gate services. 
• The shipment is dropped off at the curb, meaning you're responsible for transporting it to its intended location. We'd recommend having at least 2 helpers, or more depending on the size and weight of your product, as well as any necessary equipment on standby to assist with your delivery. 
• When the shipping company calls to set up your exact delivery window, they will use the main contact number you provided at the time of checkout. 

Inspect your shipment for any missing or damaged items and be sure to note these on the signature documents provided by the delivery driver. If any items are missing or damaged, contact us immediately at 947-941-4111. You have 3 calendar days from the date of delivery to report any damaged items to us. If multiple items are damaged, or you can see the item is damaged beyond on-site repair, you have the right to refuse delivery of the entire shipment and contact us immediately. 

For carriers that deliver without an appointment: 

• You will not be provided a specific day and time window when your shipment will be delivered, only as an estimated delivery date. 
• While you are not required to give your signature at the time of delivery, we still recommend you be home when your order arrives. 
• The driver will leave your pallets at the curb whether you are present at the time of delivery or not. 

Even if the item is packaged well and shows no signs of damage from the outside, we strongly recommend that you unpackage and fully inspect your shipment for lost or damaged items when it arrives. If any items are missing or damaged, please contact us immediately at 947-941-4111. You have 3 calendar days from the date of delivery to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. 

Shipping to Remote Areas: 

Be aware that remote or hard-to-reach areas may incur additional shipping fees, and this applies to free shipping as well as regular shipping orders. If your order is being shipped to a location with known shipping restrictions, a customer service representative will promptly contact you to notify you of any additional charges. 

If you anticipate that a shipping company will have issues reaching your residence, it's your responsibility to inform us of those issues at the time of purchase. Such problems include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. Flame Source is not responsible for shipping costs on merchandise not delivered because of a shipping company's inability to reach a particular location.  

Shipping to APO/FPO Addresses: 

We do ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we can't send a package to your APO/FPO address, we'll contact you to work out an alternative. Likewise, APO/FPO shipments may be subject to additional shipping fees — if such a case arises, we'll contact you to notify you of the fees and give you a chance to adjust your shipping address if desired. 

Incorrect Addresses & Failed Freight Deliveries: 

If any item is shipped and returned because it's not deliverable on account of an incorrect address, you'll be responsible for the shipping charges both ways. If an item shipped via freight is returned because the freight company couldn't reach your residence, this will be considered a return, and the order will be subject to our regular return policies. 

Returns: 

It is Important to note that to be eligible for return, Item(s) must be in unused, unassembled condition and returned in the original packaging within 30 days of delivery. 

Items not eligible for return include the following: 

• Used items, including items that have been installed or assembled. 
• Custom-made, special-order and made-to-order products. 
• Clearance items. 
• Items marked “non-returnable” in the item description. 
• Item returns requested outside of the 30-day return period. 

If your item qualifies for return, call us at 947-941-4111 so that we can initiate the return process for you. Please be aware of the following information regarding how this process will proceed: 

• All shipping (to and from) costs are deducted from the refund. 
• You will receive an email that will include full details on the return process. 
• An itemized Return Authorization, return shipping labels, and detailed instructions will be emailed to you upon approval. Approved returns must be returned within 30 days of receiving approval. 
• If your return will be coming back via an LTL freight truck, we will require you to provide us a photo before your return will be authorized.  
• Your return must be properly packaged in the original outer & inner packaging to help reduce damage and include all original parts, manuals, pieces, packing slips, etc. 
• Flame Source or the distribution warehouse that receives the return will then inspect the product(s) and, your refund will be issued. The processing time for the refund will depend on the payment option used for the order. 
• Any items returned outside of this process, or 30-day period are not eligible for a refund. 
• Any items returned on your own are not eligible for a refund without the approval of Flame Source and a return Authorization given to you by us.  

Exchange Options: 

If you are looking to exchange your product(s), call us at 947-941-4111 so that we can initiate the return process for you. Please be aware of the following information regarding how this process will proceed: 

1. If you need the replacement product right away, you can purchase a replacement on a new order to get it shipped out as soon as possible. We will handle the return item as described above, and we’ll refund you for the original order once we’ve received it back and it has passed inspection.  

2. If you do not need the replacement product immediately, you can return the original item (following the process outlined above) and once we’ve received it back and it has passed our inspection, we’ll refund you for that purchase, then have you purchase the replacement on a new order and we’ll ship the replacement as soon as possible. 

Special Note about returns/exchanges:  

Made-to-order/special order items are made to your specifications. Due to the custom nature of made-to-order/special order items, all sales are final.