Shipping

Starfire Direct is committed to providing you with best shipping options available to ensure that your purchase arrives safely, in a timely manner, and at the best cost to you. We offer standard, expedited, and special curated shipping options.

ATTENTION - PLEASE READ THE FOLLOWING INFORMATION

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Standard Shipping

We utilize a variety of shipping methods to safely deliver our curated products. Some products specifically require that we send them either common carrier or specialty carrier depending on the packaging or unique requirements of the product. Most oversize orders ship out on wooden pallets for added protection against shipping damage. You (the customer) are responsible for disposal of the pallet and all packaging material.

Standard Shipping is typically the fastest delivery method and is only delivered to your curbside. You (the customer) are responsible for transporting the items from your curbside and any necessary assembly inside your home.

Free Shipping applies to select orders at or above $1000. Select conditions apply:

Free Shipping only applies to curbside deliveries.
Free Shipping only applies to completed and delivered orders to the contiguous 48 US States (excluding Hawaii and Alaska).
Free Shipping does not apply to select items from certain manufacturers.
Orders canceled prior to delivery do not qualify for Free Shipping, and this shipping cost is yours (the customer's) responsibility. See our cancellation and return policies policies.

Outside of the contiguous 48 United States (Excluding Hawaii & Alaska), shipping may not always be possible or may need to be arranged by you (the customer). However, please call us and we will do our best to assist in making arrangements.

Additional shipping fees may be incurred for delivery to isolated areas. Orders shipped with freight carriers are most often delivered in large trucks that may not have the ability to access all residential streets, particularly in rural areas or islands where roads may provide limited accessibility. Though this is rare, in these cases, additional charges may apply to complete your delivery, or you (the customer) would have the option to pick up their order from the shipping company's terminal closest to the delivery location.

White Glove Delivery

This is a premium delivery service including delivery to the desired final location, assuming there is reasonable access. It usually includes two or more delivery personnel (depending on weight of the order) who will inspect the item prior to delivery, unpackage the item and dispose of any/all packaging material, and set it in place. This can take up to 15 minutes (or longer) of light assembly to complete and haul away the old packaging.  NOTE: This service does not include gas or electrical hookup. Please consult a licensed and/or certified professional for installation.

These types of orders are typically larger products that can’t be shipped via common carrier or are too heavy for a one-man 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.

These products are usually shipped freight, coming on a pallet, plastic wrapped, strapped, and/or crated. We take your business seriously and do our best to ship your order in a way that will ensure its complete and safe arrival.

Additional shipping fees may be incurred for delivery to isolated areas. Orders shipped with freight carriers are most often delivered in large trucks that may not have the ability to access all residential streets, particularly in rural areas or islands where roads may provide limited accessibility. Though this is rare, in this case additional charges, post your initial transaction, may apply to complete delivery.

To find out more or receive a white glove quote for your product(s), please contact a helpful Starfire Direct team member by clicking the button below, taking you to our white glove quote form.

Request a Quote

Delivery Estimates

Delivery estimates vary from product to product. You may reach out to customer service at any time for updates on your order. When estimating the delivery date for your order, please refer to the delivery estimate of the furthest out product as your delivery estimate for the entire order.

Please be advised that we always strive to ship COMPLETE orders - we do our best to avoid shipping items individually in most cases.

Delays

Customer agrees not to hold LTD Online (DBA Starfire Direct; Starfiredirect.com) responsible for delays caused by vendors, manufacturer, or carriers. We are dedicated to delivering your order before the estimated delivery time expires, but we cannot always control third party shippers or the foreseeability of certain delays. Custom, specialty, made-to-order, and back-order items can be delayed three (3) weeks or more due to customs and demand. Customers will be notified via e-mail as soon as we foresee a delay, however many items ship third party, and we are not always notified of delays. Delays are not a right for cancellation or return and are subject to our cancellation and return policies.

Additional Fees
If you (the customer) need to have a shipment delayed, LTD Online (DBA Starfire Direct; Starfiredirect.com) needs to be notified IN WRITING within twenty-four (24) hours of placing the order. If you (the customer) notifies LTD Online (DBA Starfire Direct; Starfiredirect.com) after twenty-four (24) hours, and the item has shipped, you (the customer) are responsible for any additional shipping charges that incur, including but not limited to: storage fees, holding penalties, and redelivery fees. Items held in our facility beyond 30 days from the initial call to schedule delivery will be charged a 3% of the original invoice total, per month fee.

If you (the customer) need to have a shipment redirected to a different address after the item has shipped, you (the customer) are responsible for all applicable fees associated to the redirected shipment. All fees associated with missed delivery appointments and unwarranted product refusals will be automatically billed to you (the customer’s) card on file and another delivery attempt will be made. If card on file cannot be billed, you (the customer) agree to send a money order or cashier's check within 7 days or be turned over to collections.

All invoices are due upon the agreed terms of the sale. If payment has not been received within the agreed upon timeframe, payment will be deemed as late. Late payment fees will apply in the amount of 1% of the original invoice total per month, until payment has been received in full for the total amount of the sale, including the accrual of any late fees.

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Delivery Instructions

ATTENTION: It is your (the customer's) responsibility to note ANY damage upon delivery. Failure to do so means liability for any damage and lies solely with you (the customer)

Delivery Appointment: Whenever possible, the trucking company will call you in advance to schedule delivery. Unless the product is sent with no signature required, you (the customer) are responsible for scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier’s business hours. Fees resulting from re-delivery will be the sole responsibility of you (the customer); so we urge you to not miss your scheduled delivery appointment. Redelivery can take up to a week (plus additional fees), depending on your location.
Product Inspection: Upon delivery, please be sure to note on your Bill of Lading (BOL) any & all damages to packaging, and to the best of your ability, inspect the contents of the boxes. Any damage to the product that is not noted on the bill of lading will be your (the customer’s) responsibility if hidden damages present themselves and are transit related. The delivery driver will allow you a limited window in which you may inspect your items for any tears, holes, breakages, or apparent damage to the packaging. The length of this window varies depending on the Carrier and the driver, but generally, 10 minutes is considered standard. To prepare for the inspection, please have scissors (for the safety of your items and you, we recommend and urge not to use a razor blade), a hammer or prybar, and a phone with a camera or camera ready to inspect. Proper notation of damages to your items on the Bill of Lading is the only way for us to resolve transit-related issues and issue you a replacement.

PLEASE NOTE:

Upon signing the release form, Bill of Lading (BOL), and Proof of Delivery (POD), you are accepting responsibility for any damage found after the fact.
When a delivery item is signed for and no damage is notated, you are indicating that you accept the product “as is” and there will be no damage claims filed nor requests for repairs or replacements.
If damage is discovered, You MUST describe the damage by writing on the POD and have the driver acknowledge this with their personal initials and signature. You MUST retain your copy of the POD with driver signature (a picture will suffice).
If damage is discovered, report and return ONLY the portions of the shipment that were delivered in a damaged state and noted on the POD/BOL.
If the delivery confirmation is made with an electronic signature rather than a paper receipt, before you sign, be sure you have inspected the items and any damages or shortages have been notated into the electronic device (or written on a piece of paper). All documentation must be in writing; verbal confirmation with the delivery driver is insufficient for noting damage and therefore filing a claim.

Reporting Damage

Unless the entire item is completely destroyed, please do not refuse shipment. If you have any questions regarding what to do, please call us before you sign for or refuse any package. Typically, the larger items we sell can be fixed fastest when the items are left at the customer's home rather than back in the carrier's hands who caused the damage in the first place. In most cases, a part can be replaced, or in circumstances when it is required to replace the entire item, we often allow the customer to use the damaged item until a replacement arrives. Again, please do not refuse an item unless completely destroyed.

Submitting a Claim
To report damage, use our comprehensive claim form or send us an e-mail with a description of the damage and pictures. Please include your order ID number or last name on the order. Damage must be reported within three (3) days of receiving delivery. Waiting to file a claim outside of this timeframe makes us unable to advocate on your behalf to the shipper or supplier of your order.

Submit a Damage Claim