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      Many of the products for sale on StarfireDirect.com are special order and made just for you with the options that you select. Custom made and special order products are not eligible for return or exchange in most cases. If we made it wrong or ordered it wrong, we will take responsibility and provide a replacement or refund at no charge to you.

      Additionally, some brands do not accept returns for any of their products, whether custom made or not. All such products will have this policy indicated on their description page.

      It is our goal to provide the best customer service possible. Please feel free to reach out to our customer service department via phone at (866) 578-8538, live chat, or by completing this form with any questions or concerns.


      Emily Lozano

      As Starfire Direct's Ecommerce Coordinator, Emily works closely with the marketing, ecommerce, and development teams on continuously improving the site and it's products. When not working, she enjoys tending to her many indoor plants, spending time curled up with a good book, and going on adventures with her dog, Sophie. She is an NFI certified Hearth Design Specialist.