Shipping, Returns, & Exchanges
Starfire Direct offers FREE SHIPPING on most orders over $149!* If your order is less than $149, you only pay a flat rate shipping fee of $9.95.
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: 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 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.
Freight 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 insure it’s complete 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. As a courtesy to our customers, we offer FREE Liftgate Service with your freight shipment! This means the driver will take your order off the truck for you, but 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.
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 world. 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.
Returns & Exchanges Policy:
General In-Stock Goods: Starfire Direct accepts returns on new, unused, and resalable items as long as the items are in their original packaging.
You will receive a full refund, minus any shipping costs. This includes the original shipping charges to you and the shipping charges back to Starfire Direct. Even if you received FREE or DISCOUNTED shipping, shipping did have some cost, and that cost is non-refundable. If your return is because of an error on our part, we will gladly pay all shipping costs. A 20% restocking fee may be applied on the returned item/s, however, the 20% restocking fee may be waived for exchanges of equal or greater value. All returns and exchanges must be made within 30 days of the delivery date. All returns and exchanges must be assigned a RMA number/s. An RMA number can be requested online here. Your RMA request will be reviewed and, pending approval, a Starfire Direct representative will provide a prepaid return shipping label/s for you to print out. Please note: the RMA form expires 14 days from the date of issue. If a return is received after the expiration date, we reserve the right to deny the return. In this case, the item/s will be shipped back to you at your expense.
We ship our products from multiple warehouses. If returning multiple items, you may receive more than one return shipping label. Make sure your items are returned to the correct address, which will be indicated on the Starfire Direct RMA form/s and corresponding shipping label/s. Returns shipped to the wrong warehouse address will be refused, shipped back at the customer’s expense, and additional administrative fees may apply. Once your items have shipped, please notify our customer service department via email at firstname.lastname@example.org.
In the event that the product is received in a damaged or unacceptable condition, we reserve the right to deny your return. If the item is returned damaged or used, we will notify you. If the shipping company has damaged the returning products, a claim will be filed with the shipping company. If it is apparent that the returning products were damaged due to poor or careless packaging on your part, the items may be disposed of or returned to you at your expense, in which case we will contact you right away. If the item is returned to us in an acceptable condition, you will be issued a credit in the original form of payment. At times, it may not be possible to refund a credit card, (the card may be expired, too much time as passed, etc…). In this case, Starfire Direct will mail you a check. Please allow up to 14 days after the delivery of your returned item for our Customer Service Team to process your return.
Custom and Special Order Items: Many of the products for sale on StarfireDirect.com are special order and made 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. If we made it wrong or ordered it wrong, we will take responsibility and provide a replacement or refund at no charge to you.
It is our goal to provide the best customer service possible. If you feel that a refund/credit has been taking too long to be processed, please call customer service at 866-578-8538, or email email@example.com. Do not file a charge-back or dispute charges with your credit card company as this will only delay the refund process further. If you have any further questions or concerns please don’t hesitate to contact our helpful customer service team.
* Free shipping and Flat Rate Shipping applies to deliveries within the 48 Contiguous Unites States. Additional shipping fees apply to Alaska and Hawaii.