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      SHIPMENTS & DELIVERY


      We do our best to make sure you have all the information you need for a smooth and pleasant order. When an order is actually shipped to you, it's easy to forget that your item travels a long distance, sometimes with several stops along the way. We wanted to equip you with a few helpful reminders and tidbits for your new order.

      Ground Delivery

      These types of 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 a common carrier.

      Our preferred shipper is FedEx, although your order may be shipped using UPS, USPS, DHL, or other common ground carriers.

      Of course, all ground shipping orders over $99 ship for FREE! If your order is less than $99, you'll just pay a small flat fee of $7.95.

      Freight Delivery

      These types of orders are typically larger products that can't be shipped via a common carrier or are too heavy to lift.

      Examples of freight orders are fire pits, patio heaters, BBQ grills, fireplaces, large orders, custom orders, and products like these.

      When products are via shipped freight, they come on a pallet or in a crate. The product packaging will vary based on the type of product shipped, which may include plastic shrink wrap, cardboard, slated wood crating, or solid wood crating.

      We are partnered with several freight companies to get the best possible rates and shipping lanes for your delivery. Your freight order may be shipped with common carriers such as UPS, Roadrunner, YRC, Estes, R&L Carriers, FedEx, Daylight, Saia, and others.  

      White Glove Delivery

      Available for an additional fee, White Glove Delivery is ideal for the customer who doesn’t want to hassle with moving their large shipment themselves. This upgrade to your delivery includes the delivery of your product to the location of your choice (such as your backyard), unpacking of the product, assembly, and hauling away of all debris from the product packaging.

      This does not include final assembly that requires gas hookup or installation. We do not offer installation services and recommend that our products are installed by licensed professionals.

      White Glove Delivery typically starts at $200 and can go as high as $500+, depending on the type of product being delivered.

      For an accurate quote on this service, please call us at 866-578-8538 to discuss your options.  

      Ground Delivery

      These types of 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 a common carrier.

      Our preferred shipper is FedEx, although your order may be shipped using UPS, USPS, DHL, or other common ground carriers.

      Of course, all ground shipping orders over $99 ship for FREE! If your order is less than $99, you'll just pay a small flat fee of $7.95.

      Freight Delivery

      These types of orders are typically larger products that can't be shipped via a common carrier or are too heavy to lift.

      Examples of freight orders are fire pits, patio heaters, BBQ grills, fireplaces, large orders, custom orders, and products like these.

      When products are via shipped freight, they come on a pallet or in a crate. The product packaging will vary based on the type of product shipped, which may include plastic shrink wrap, cardboard, slated wood crating, or solid wood crating.

      We are partnered with several freight companies to get the best possible rates and shipping lanes for your delivery. Your freight order may be shipped with common carriers such as UPS, Roadrunner, YRC, Estes, R&L Carriers, FedEx, Daylight, Saia, and others.

      White Glove Delivery

      Available for an additional fee, White Glove Delivery is ideal for the customer who doesn’t want to hassle with moving their large shipment themselves. This upgrade to your delivery includes the delivery of your product to the location of your choice (such as your backyard), unpacking of the product, assembly, and hauling away of all debris from the product packaging.

      This does not include final assembly that requires gas hookup or installation. We do not offer installation services and recommend that our products are installed by licensed professionals.

      White Glove Delivery typically starts at $200 and can go as high as $500+, depending on the type of product being delivered.

      For an accurate quote on this service, please call us at (855) 578-1552 to discuss your options.

      Which Orders Can Be Expedited?

      Small package ground 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 have fluctuating inventory and may require special packing requirements, it is difficult to properly calculate the additional expedited shipping costs through our website.

      Due to the economics of shipping larger freight, it can be quite difficult to expedite these types of orders. Although it is possible to ship many larger orders quickly, we are often at the mercy of the freight carriers and these can take anywhere between 2-10 days to arrive from the time of shipping.

      If you need an order expedited, please call our helpful sales staff at (866) 578-8538 prior to placing your order.
      We will be happy to validate the inventory and assist you with the best price to expedite your order.

      FREIGHT DELIVERY PROCESS


      Many customers lack experience when it comes to freight shipping, especially with what they should do or what rights they have when it comes to receiving such large shipments. That's why we've compiled this helpful guide and checklist for orders that can't fit in a parcel.

      What Should I Know About Freight Delivery?

      Our experts are here to help you through the unique process of freight shipping. Below we outline the details you need to know and offer a Shipping Checklist for you to print out or download to your smart device. Please read through these carefully.

      What Should I Know About Freight Deliveries

      Our experts are here to help you through the sometimes complicated process of freight shipping. Below we outline the details you need to know and offer a Shipping Checklist for you to print out or download to your smart device. Please read through these carefully.

      STEP 1

      Make sure your location can accept the shipment.

      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 and can be as tall as 13.5'. As you can imagine, these trucks have a hard time navigating through narrow & tight roads. For this reason, the driver must be able to access the end of your driveway or property, and completely turn his truck around or exit without issue. Think "thru" streets or access from multiple entrances.  

      Ultimately, the delivery driver has the final say as to whether or not he thinks his truck can access your the end of your driveway or property. 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 you believe that this circumstance applies to your particular delivery address, you may consider having your order shipped to an alternate address or location. Alternatively, you may make arrangements to get your order from the freight terminal.

      Starfire Direct is here to help! If you believe this might apply to you, please give us a call and we'll make sure to find a solution that works for you!  

      Where will the driver drop off my shipment?

      Free Curbside Delivery: The driver will deliver your product to the end of your driveway or property line. They will not deliver the product to its desired location in your yard, patio or residence. Using a hydraulic liftgate, the driver will take your order off the truck and set it next the truck on your curbside or end of driveway. 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.

      Since these products are heavy and generally require a 2 man lift, you will want to make arrangements for assistance to unpack the product and carry it to the destination you choose. Dollies or furniture movers are a good idea to have on hand!

      White Glove Delivery:  If you paid extra for this service, the delivery crew will set your product in the location of your choice (such as your backyard), unpack the product, and haul away the product packaging (This does not include complete assembly, gas hookup, or installation. We do not offer installation services).

      What if the driver can't get to my location?

      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 you believe that this circumstance applies to your particular delivery address, you may consider having your order rerouted to an alternate address or location. Alternatively, you may make arrangements to get your order from the freight terminal.

      Please know that it is impossible for Starfire Direct to anticipate all delivery circumstances at the point of sale, especially if you placed your order online without speaking with a Starfire Direct representative. We accept a tolerance for shipping fees, but cannot be held liable for additional billed fees that go above and beyond our typical shipping parameters. Therefore, in the event we become aware of these types of situations, we will contact you to discuss potential solutions and additional delivery fees.

      STEP 2

      Confirm your shipment, track your order, and schedule your delivery

      Once your order is ready to ship, a Starfire Direct representative will call you at the number provided to make sure you are actually available to accept your delivery.  If we are unable to reach you by phone, we will send an email with your shipment information, which will include your tracking number.  

      Pro Tip: Make sure you provide a phone number on your order that you can be easily reached at and that is up to date. During your shipment time window, make sure to accept all incoming numbers that you may not recognize, as it may be the freight company trying to reach you.  

      After your order ships, the freight company is now in possession of your shipment and they will contact you once it arrives to their local distribution center to schedule your delivery window. The scheduled delivery will typically take place 1-2 business days AFTER it arrives to their terminal. It is common for them to provide a 4-6 hour time window, although it may be less.

      Pro Tip: When the freight company calls you to schedule your delivery, make sure to write down the date, time window, and local terminal contact number, or other information you discussed.

      How do I track my order?

      You should have received a tracking email with a link inside that will connect you to the carriers website. Although we are used to calling it a "tracking number", freight companies typically define the tracking number as a "PRO number" or "Bill of Lading" (or BOL). Look for a spot on their website that references one of these industry terms.

      If you are having trouble finding this on the carrier's website, please give their customer service line directly. Starfire Direct is not a shipping carrier and does not control or manage the carrier's website.

      Do I have to be present when the shipment arrives?

      Yes.  Someone over the age of 18 must be present to sign and inspect your delivery. If you are the person who agreed to accept the delivery and you are not present to receive it, the carrier may not deliver your order. Also, if someone is not present to accept the scheduled delivery, you will need to reschedule a second delivery attempt and you will be responsible for any re-delivery fees that may occur.

      what if I missed the call?

      By the time the carrier is ready to call you to schedule your delivery, they are already in possession of the shipment and are awaiting your confirmation. If you missed the phone call to make your shipping appointment, you should reach out the carrier directly and reference your tracking number. They can direct you to the correct terminal to schedule your delivery.

      If multiple attempts to contact you without success, you may be charged additional shipping fees and/or have the product shipped back at your expense.

      What if I need to reschedule my appointment?

      You will have out to reach the freight carrier directly to change your delivery appointment.

      Please note that carriers often charge storage fees for delayed or postponed shipments. If you choose to reschedule or delay your shipment, you will be responsible for these fees.  

      I didn't recieve a tracking email...

      If you cannot find your tracking email from Starfire Direct, please first check your spam folder. Some emails come from IP sources and addresses you do not regularly interact with and can be flagged as spam, especially if you provided a work email domain. We send these tracking emails when your order ships. If your are confident that the email did not reach your inbox, please call us directly and we can attempt to resend while you're on the phone with us.

      STEP 3

      The driver arrives to your address and drops off your shipment

      Our freight carrier agreements allow for a 15 minute drop off window. This means that you have approximately 15 minutes from the time the driver arrives to the when he leaves to accept your delivery. It's best to be prepared!

      Pro Tip: It's a great idea to have a cell phone, camera, pen, paper, utility knife, and drill available for your delivery.

      The truck driver will leave your package on the curb or property line of the residence ONLY. Make sure to have a someone to help you bring the package(s) from the curb to your desired installation location.

      After the driver has unloaded the shipment, he will ask for a signature on the Proof of Delivery (POD). BEFORE SIGNING, please take a moment to inspect the shipment. Make sure all pieces are there, that the packaging is in good condition, and that you are satisfied with the overall delivery. You may choose to open the packaging to further inspect the condition of the product. If the driver tries to rush you, remember that you are entitled to a total of 15 minutes. They should respect your option to thoroughly inspect your product before signing.  

      Once you've confirmed that everything is okay, feel free to sign the POD and thank the driver.  

      Pro Tip: Although it is not required, it is customary to leave a small tip with the driver if everything went smoothly.  

      If you opted for the White Glove Delivery option, it will include 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.

      What if I can't make it to my appointment?

      You will have to reach the carrier directly at the phone number they gave you to reach them either in the tracking email or on the phone call you received when making the appointment. The carrier does not contact Starfire Direct with any information regarding your delivery appointment.

      Even with giving the carrier enough time to reschedule a shipment, you may be charged additional fees due to breaking the appointment you created with the carrier. You agreed to be at the appointment and (even with justifiable circumstances) the carrier incurs additional expense to redirect the driver and store your shipment until you can make arrangements to either have it picked up or redelivered.

      STEP 4 - IMPORTANT!

      How to inspect your shipment and report damage

      Pro Tip: It's a great idea to have a cell phone, camera, pen and paper, utility knife, and drill available for your delivery.

      Make sure you have all paperwork/information of your shipment at time of delivery so you can confirm everything in the order being shipped. Make sure the number on your paperwork/information matches what is on the pallet/package(s).

      Before the driver takes your order off of the truck, review the packaging for damage, rips, or tears.

      If you notice damage, it is critical to complete the following steps:

          1. Take pictures of the damage while the package is still on the truck
          2. Write "DAMAGED" on the Proof of Delivery (POD). The more detail, the better!
          3. If the damage is quite severe, it is best to REFUSE the shipment. DO NOT SIGN FOR IT!
          4. If the damage appears to be minimal or repairable, we suggest ACCEPTING the delivery. Still notate the POD and take pictures. Minor damage can typically be rectified by shipping replacement parts to make the order complete.  
          5. Call us immediately at 866-578-8538 so we can further advise

      Your are allowed up to 15 minutes to inspect, sign and accept your delivery. If the driver is rushing you, advise the driver of your 15-minute inspection right and at your discretion, report the driver to the carrier directly.

      Please note that we do our best to package our products in such a way they can handle the harsh abuse that shipping carriers can inflict. 99% of our shipments arrive without issue, but despite our best efforts, damage can still happen from time to time. When and if this happens to you, and you follow the instructions outlined above, it helps speed up shipping claims and replacement of product. Failure to follow these instructions can lead to denied freight claims, delayed returns, costly fees, and frustration. We certainly appreciate your efforts in assisting us with these rare occurrences.  

      What if my package is completely destroyed?

      In the RARE event that the shipment/packages are destroyed, make sure to reject the shipment and do NOT sign anything. Take photos and make copies/photos of paperwork before rejecting shipment.

      Call us at (855) 578-5450 immediately and we will follow up with you as soon as we can.

      STEP 5

      Unwrap your shipment and make sure all items are counted for and in working order

        • Any concealed damage or issues need to be reported right away.  We cannot be held liable for claims made weeks or months after the delivery was made.  

        • Remove all shrink wrap but do NOT open your packages yet. Before opening your product boxes, make sure all product ID numbers match your order. They may be printed on the actual product boxes or on UPC stickers. Make sure they are the correct colors or item variations you ordered.

        • If everything matches, open all your product boxes and make sure you have all the required parts that were supposed to come with each product. There is usually a printed product manual or instructions packet in each product box. If something is missing, call the manufacturer or us immediately to send your missing part(s).

        • Make sure everything is in working order. Do not wait to put you product together! Assemble and test your products to make sure they work as intended. If something is wrong, call the manufacturer or us immediately to handle the issue.

      RETURNS & EXCHANGES AFTER SHIPMENT


      We understand that even when everything goes right, you may not be satisfied with your purchase. Even though we try to accommodate our customers requests, please keep in mind the following in regards to returns and exchanges.

      30 Day Returns Accepted

      Starfire Direct accepts returns within 30 days on general "off the shelf" type products that are new, unused, complete, and can be resold as new.  

      Restocking Fees: If your product return can be simply received, inspected, and put back into inventory for resale, we generally do not charge a restocking fee. However, when a product return requires repackaging or parts to make it complete, these costs will be deducted from your refund. This is known as a "restocking fee", and can range from 10% to 25%, depending on the type of product returned.  

      3rd Party Returns: Starfire Direct works with hundreds of suppliers to offer our customers a wide selection of products. Many of these suppliers have different return policies that we are subject to. For this reason, if you are returning a product that incurs a fee by our supplier, this fee will be enforced on the return.

      Shipping Fees: Although your order may have included "Free Shipping", the shipping was not actually without cost. Starfire Direct incurred this cost as an incentive for your order. The original shipping cost to get the order to you, along with new shipping cost to get the order back to us, will be deducted from the refund.  

      Denied Returns: If your order is returned damaged, used, scratched, burned, broken, bent, or otherwise not new for resale, we reserve the right to ship the product back to you and deny your refund request. For for the sake of both parties, please use adequate packing materials to avoid this unfortunate situation.  

      Custom and Special Orders

      Many of the products on StarfireDirect.com are considered Designer High End products and are special ordered just for you with the options that you selected. "Custom Made" and "Special Order" products are not eligible for return or exchange in most cases, all sales are final. If we made it wrong or ordered it wrong, we will happily take responsibility and provide a replacement or refund at no charge to you.

      Some items that are ineligible for return include:

      • Fire Pits where you choose the finish, color, or ignition type
      • Patio Furniture where you choose the finish or fabric
      • Vent Free fireplace burner systems (these cannot be resold once opened)
      • Grills that have been used, burned, or cooked on
      • Designer umbrellas where you choose the finish or fabric
      • Gas Logs, Fire Balls, or Fire Shapes that have been installed or burned
      • Fireplace Remote Controls that are not compatible with your fireplace
      • Any product that was built special for your project

      It is our goal to provide the best customer service possible.

      If you wish to make a return of your shipment in part or in full, please refer first to our Returns & Exchange Policies clearly labeled on our website or at the link below. Please read through the policies listed before contacting a Starfire Direct team member to expedited your requests.

      WE'RE HERE TO HELP


      We will always try to get back to you as soon as possible. Please be patient as the order of calls/emails is in the order they are recieved.

      CALL A TEAM MEMBER

      Our Customer Service Team Members are available during normal works hours (pst) and will be waiting to help you.

      EMAIL CUSTOMER SUPPORT

      Create a Customer Service Support ticket so we can help you every step of the way.

      WE'RE HERE TO HELP


      We will always try to get back to you as soon as possible. Please be patient as the order of calls/emails is in the order they are recieved.

      CALL A TEAM MEMBER

      Our Customer Service Team Members are available during normal works hours (pst) and will be waiting to help you.

      EMAIL CUSTOMER SUPPORT

      Create a Customer Service Support ticket so we can help you every step of the way.