Starfire Direct offers free shipping on all orders over $99! If your order is less than $99, you only pay a flat rate shipping fee of $7.95.*

These types of orders are typically larger products that can’t be shipped via common carrier or are too heavy to lift. Examples of freight orders are fire pits, fully assembled patio heaters, fireplace inserts, large quantities of fire glass, custom orders, larger burner systems, and things like these. When products are shipped freight, they come on a pallet. Depending on the fragility of the order, the pallet might be plastic wrapped, strapped or crated. We take your business seriously and do our best to ship your order in a way that will insure it’s safe arrival.

It’s important to note that since freight orders ship on a pallet, the truck used to transport your order is a large semi truck, typically hauling up to a 53' trailer box. As you can imagine, these trucks have a hard time navigating through narrow, tight roads. That is why FREE freight orders include “CURBSIDE” delivery only. What is Curbside Delivery? The driver must have what he deems reasonable access to the end of your driveway. On rare occasions, the driver may determine that he cannot access your property line or driveway for your curbside delivery (examples might include dirt roads, narrow cul-de-sac, busy highways, etc.). If this happens, you must make arrangements to get your order from the freight company, which at times could mean meeting the driver at a more convenient location. As a courtesy to our customers, we offer FREE Liftgate Service with your freight shipment! This means the driver will take your order off the truck for you, but you are responsible for moving the order to where it needs to go on your property. The driver will not offer assistance in this regard, nor is he 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 freight company will call you prior to your delivery to schedule the delivery. An adult must be present 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. You are responsible for inspecting the freight shipment at the time of delivery. If you notice any damage to the packaging, you need to note the “Proof Of Delivery” (POD) that the driver gives you to sign and contact Starfire Direct right away at (866) 578-8538. If you sign for the freight delivery without noting the damage, the freight company is released from liability and the responsibility now falls on you, the customer. To avoid the headaches surrounding this, please thoroughly inspect the freight prior to signing for it.

White Glove Delivery: Ideal for the customer who doesn’t want to deal with picking their shipment up, bringing it in, and unboxing it, this service includes the delivery of your product to the location of your choice (such as your backyard), unpacking of the product, and hauling away of all debris from the product packaging. This does not include complete assembly, gas hookup, or installation. We do not offer installation services.

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 Starfire Direct to anticipate all delivery circumstances at the point of sale, especially since we ship all over the country. 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.

We are here to help you with your order. If you have any questions about our shipping policies or want to double check your access prior to placing your order, please call us at (866) 578-8538. We want to make sure you are happy with your purchase and are glad to assist.

* Free shipping and flat rate shipping applies to deliveries within the 48 contiguous United States. Additional shipping fees apply to Alaska and Hawaii.

ABOUT THE AUTHOR

Emily Lozano

A Starfire Direct employee since 2016, Emily manages the ecommerce team, responsible for all of the products on the website. When not working, she enjoys mountain biking, spending time curled up with a good book, and going on adventures with her puppy, Sophie.