SHIPMENTS & DELIVERY


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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 $149 ship for FREE! If your order is less than $149, you'll just pay a small flat fee of $9.95.

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.

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.

Contact Us About Expediting

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?

Download the Shipping Checklist

STEP 1

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!

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

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.

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 andyou will be responsible for any re-delivery fees that may occur.

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 are completed without success, you may be charged additional shipping fees and/or have the product shipped back at your expense.

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.

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

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!

Download the Shipping Checklist

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

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.

Read the Full Return & Exchange Policies

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.

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