SHIPPING FAQ’s

Shipping Costs

Last Updated: May 24, 2019

What are the shipping costs for my order?

The shipping costs for your order will vary based on the individual products or items that you order. Many items will ship for free (via ground shipping), as indicated on our website, while some items may have associated shipping costs. Please refer to the individual products and items that you ordered that are disclosed on this website, and/or prior to checkout in the shopping cart. Shipments that are required to ship by air are not eligible for free shipping.

Shipping and Delivery Times

When will I receive the shipment of my order?

After your order has been placed and the payment is received and secured, your order is processed and usually ships from the warehouse within 24 to 48 hours.

For most of our orders, we use standard ground shipping, and use common carriers or “parcel carriers” for shipping such as FedEx, UPS and the United States Postal Service (USPS)  for all ground orders. When your order ships, you will receive an email with your order and tracking information.

The time for standard ground shipping takes between 5 to 7 business days to arrive to its final shipping destination after the order ships from the warehouse.

The actual shipping time may vary somewhat based on the individual items or different products that you order, as some items could be shipped from different warehouses and may be delivered separately from different carriers.

We ship orders to all 48 of the contiguous states in the United States. Shipments that are required to ship by air are not eligible for free shipping.

Orders will not be delivered on holidays.

Shipping Ground Orders (Small Items)

How will my order be shipped?

Standard ground shipping of items of your order are usually include small products and items such as fire glass, fire beads, patio umbrellas, rain covers, gas burners and related accessories and similar items. These items are typically shipped by a common carrier such as  FedEx, UPS and the United States Postal Service (USPS). 

You must have a residential or commercial physical address in order to ship any item, PO Boxes and Military (APO/FPO) addresses are not accepted. If a non-physical address is submitted with your order we will contact you to obtain an exact physical address to ship your order. In the event we cannot obtain an exact physical address for you and your order ships and the order ships, you may have to pay additional shipping fees and costs to re-ship the order to you.

Freight Service (Large Items)

How are my larger items shipped?

For orders for larger products and items that are very heavy and that cannot be shipped by the common carriers; these will be shipped by a freight or trucking carrier. These products and items include; heavy and large quantities of fire glass, fire beads, fully assembled patio furniture, large barbecue grills and/or similar products.  

These shipped freight products will typically be delivered on a pallet which may be wrapped in plastic, strapped or crated, to ensure your order is complete and intact when it is delivered.

Your order for freight deliveries by semi-tractor trailer in the contiguous United States, and is limited to “CURBSIDE DELIVERY ONLY” at the final delivery destination. “Curbside Delivery” means the driver and truck must have reasonable access to the end of your driveway to complete the delivery.

On rare occasions, the driver may determine that they cannot access your property line or driveway for your curbside delivery (examples might include dirt roads, narrow cul-de-sac, busy highways, etc.). In these situations, you must make arrangements to get your order from the freight company, which sometimes could mean meeting the driver at a more convenient location.

If “Free Lift Gate” is noted on your order, the driver will take your delivery off the truck for you, however,  you will be responsible for taking the order to where it needs to go to be placed on your property. The driver will not offer assistance in this regard, nor are they obligated. If your order exceeds the lift gate size or weight limits, you will need to make arrangements to get your order off of the truck.

The shipping company will contact you ahead of time to schedule the delivery. You must provide a convenient phone number to contact you at the time of your order check out in order to ensure prompt delivery of your order. Missing your designated appointment could result in a re-delivery fee. An adult must be home at time of delivery to INSPECT AND SIGN for the shipment. If you miss your appointment or need to reschedule your delivery, you may be responsible for additional fees incurred.

Once your order is off the truck, the driver will give you time to inspect your package. You are responsible to check and inspect check the exterior packaging or the freight shipment at the time of delivery. If there is visible damage to the outside crate, box, packaging or product you will need to note the damage on the Proof of Delivery (POD) form that the driver will give to you to sign, and then contact us within THREE (3) DAYS. IF YOU SIGN FOR THE DELIVERY WITHOUT NOTING THE VISIBLE DAMAGE, THE FREIGHT SHIPPING COMPANY IS RELEASED FROM ANY RESPONSIBILITY AND LIABILITY FOR DAMAGE AND THE RESPONSIBILITY NOW FALLS ON YOU, THE CUSTOMER. To avoid any potential problems in situations like this, you should thoroughly inspect the freight prior to signing for it. You can also take pictures of any damage to the items and submit those to us to further document any damage.

PLEASE NOTE! 

Allow 5-7 Days for delivery after your order has been processed and shipped from the warehouse.

You must be present at time of delivery.

Please thoroughly inspect the package while the driver is present for any external damages. If damage has occurred, note the damage on the Proof of Delivery and contact our Customer Service Department at 949-705-4620. IF YOU SIGN FOR THE DELIVERY WITHOUT NOTING VISIBLE DAMAGE, THE FREIGHT SHIPPING COMPANY IS RELEASED FROM ANY RESPONSIBILITY AND LIABILITY FOR DAMAGE AND THE RESPONSIBILITY NOW FALLS ON YOU, THE CUSTOMER.

Orders will not be delivered on holidays.

Occasionally, we get notice from our shippers that the delivery address will require additional fees due to extreme accessibility or unusual circumstances. It is impossible for us to anticipate all of the possible circumstances of delivery that exist at the time and point of the sale. Therefore, in the event we become aware of these types of situations, we will contact you to cover these additional fees. We accept a "tolerance" for shipping fees, but cannot be held liable for additional fees that go above and beyond our typical shipping parameters.

If you have any questions about our shipping policies or want to double check your property access prior to placing your order, please call us at 949-705-4620. We will be glad to assist you.