Freight Orders
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, patio heaters, fireplace inserts, large quantities of fire glass, custom orders, larger burner systems, and products 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 complete 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 standard freight orders include CURBSIDE delivery only.
What is Curbside Delivery? 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 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.
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. Please save all packing materials for the time being (Pallet, Crate, Wrapping, etc). If packaging is disposed, this can alter the eligibility of return/replacement. 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.
All Standard Orders are shipped via LTL Curbside.
*Following time frames begin once your order has shipped.
| US West Region | 5-10 Business days |
| US Central Region | 8-12 Business days |
| US East Region | 10-15 Business days |
Learn more about our Freight Delivery Process and download your free helpful Shipping Checklist by clicking the
link below.
