At Starfire Direct, we're committed to providing you with an exceptional shopping experience. On this page, you'll find answers to some of the most common questions about our products, ordering process, shipping options, returns, and more. Whether you're curious about how to return an item, our shipping policies, or what payment methods we accept, our FAQ section is designed to provide you with clear and concise information. If you have any further questions or need personalized assistance, our Customer Service team is always here to help.
Ordering
Orders + Returns
You can usually track orders 24 hours after it is placed. For larger orders, a tracking number will be provided after the product has been shipped.
Yes, you can return or exchange most items purchased from StarfireDirect.com within 30 days of delivery. To initiate a return, simply start the process through the link provided on our Returns page. Please note that general stock items in new and unused condition can be returned for a full refund or store credit. Made-to-Order and Special Order items are eligible for store credit only. Final Sale items, custom orders, and products returned outside of the 30-day window are not eligible for return or exchange. Shipping fees for returns are deducted from your refund. For more details, please review our complete return policy.
To change or cancel your order, please contact our Customer Service team at 866-578-8538. Some orders, like small parcel delivery orders, cannot be canceled as we process and ship them immediately. Additionally, we cannot accept changes or cancellations on certain items. For more details, please review our Return Policy.
Yes, you can ship to a different address. During checkout, you'll be prompted to add the "Ship to Address." This address can be different from your billing address.
Prices are subject to change, including both temporary reductions and permanent increases. The price of items in your cart reflects the current price at which you will be charged at checkout. Since we offer products from various manufacturers, we must adhere to their pricing policies as well.
Payments
We accept various payment methods for your convenience, including Credit Cards (Visa, MasterCard, American Express, and Discover), PayPal, and Affirm.
At this time, we don't offer gift cards.
Yes! If you're subscribed to our email list, we occasionally offer special discounts to our subscribers. It's our way of giving back to our community.
Shipping + Delivery
We offer two main shipping options:
- Front Door Parcel Delivery: Delivered by carriers like UPS or USPS directly to your delivery address.
- Truck Delivery: For larger items like fire pits, fireplaces, and patio furniture that exceed parcel carrier shipping weight limits. This option often includes our Premium White Glove service and offers Unlimited Items for a Flat Rate fee.
Most fire pits are delivered by truck delivery with our White Glove service. This means your fire pit will be delivered to your home by appointment, placed in your room of choice, and unpacked and fully assembled. Some smaller fire pits may be delivered by parcel carrier, which does not include White Glove service. Please check the product page for specific delivery details.
"Quick Ship" means that the product is stocked at one of our warehouses and is available for delivery within 2 to 4 weeks. There is no additional charge for Quick Ship items. Please note that Quick Ship status is subject to product availability at the time of shipping.
For Front Door Shipping, charges are based on the merchandise total for each delivery address. If available, next day delivery incurs an additional charge.
For Truck Delivery, unlimited flat rate shipping and processing charges are calculated based on the distance from our warehouse to your shipping address, as well as your order total.
Please refer to our Shipping Information page for current rates and charges.
Yes, sales tax on the merchandise total is charged for items shipped to specific states and US territories, including AL*, AR*, AZ*, CA*, CO*, CT*, DC*, FL*, GA*, HI*, IA, ID, IL*, IN*, KS*, KY*, LA*, MA, MD*, ME*, MI*, MN*, MO*, MS*, NC*, ND*, NE*, NJ*, NM*, NV*, NY*, OH*, OK, PA*, RI*, SC*, SD*, TN*, TX*, UT, VA*, VT*, WA*, WI*, WV*, WY, and Puerto Rico*. States and U.S. territories marked with an asterisk also collect taxes on shipping and processing charges. All sales are made by Starfire Direct, Inc., and the local sales tax of the delivery destination is applied. Orders shipped to California locations are F.O.B. destination point, meaning title passes in California.
Products & Services
Explore our premium Starfire Designs collection and top-tier brands, loved by customers nationwide. We offer an extensive selection of fire pits and outdoor products, ensuring you access superior quality, unparalleled service, and competitive prices. Transform your outdoor space with the best in the industry.
Help & Contact
Starfire Direct is your go-to destination for all things fire pits, fireplaces, patio furnishings, and outdoor living essentials. Our knowledgeable Hearth & Patio specialists are ready to assist you, whether you're choosing your first fire pit or crafting the outdoor oasis of your dreams. We're here to help.
Returns & Exchanges
Need to return or exchange a product? We're here to make it easy. Most items can be returned within 30 days of delivery if they are in new, unused condition. For more details on our return policy, including how to initiate a return or exchange, click below. We strive to ensure your satisfaction with every purchase.
