Help and FAQs


LTL Freight Shipments

Starfire Direct offers free shipping on select 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, 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 ensure its 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.

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. Some restrictions may apply.

Ground Delivery Shipments

Starfire Direct offers free shipping on select orders. *

We use common shipping carriers such as FedEx, UPS & USPS for most all ground orders. When your order ships, you will receive an email with your tracking information. If you placed your order online, you can also login to your account to view your order status and retrieve the tracking information.

Ground orders typically consist of smaller items such as gas logs, fire glass, gas burners, umbrellas, and smaller things like these. Basically, if you can carry the box, it is likely shipped via common carrier.

Expedited Orders: These types of shipments are typically needed quickly by our customers. Expedited services include Next Day Air, Next Day Air Saver, 2nd Day Air, and 3 Day Select. Starfire Direct does offer expedited shipping at an additional charge. Because many of our products ship from multiple warehouses and have fluctuating inventory, it is difficult to properly calculate the additional expedited shipping costs through our website. If you need an order expedited, please call our helpful sales staff at (866) 578-8538. We will be happy to validate the inventory and assist you with the best price to expedite your order.

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

What is included with White Glove Delivery?

White Glove Delivery is our premium delivery service, in which we deliver your product to the location of your choice (such as your backyard), unpack the product, and haul away all debris from the product packaging. We are unable to offer complete assembly, gas hookup, or installation with this service. 

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