SHIPPING, RETURNS, & MORE
Starfire Direct offers FREE SHIPPING on most orders. Some exclusions apply.
Overview
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, and smaller products like these. Basically, if you can carry the box, it is likely shipped via common carrier.
All Expedited Orders are shipped via FedEx.
*Following time window is after you recieved your tracking number.
| All Orders | 2-7 Business days |
All orders are dependant on when they were placed. If orders are placed towards the end of the week, orders will be shipped out the following week.
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, patio heaters, fireplace inserts, large quantities of fire glass, custom orders, larger burner systems, and products 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 standard freight orders include CURBSIDE delivery only.
What is Curbside Delivery? 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 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.
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. Please save all packing materials for the time being (Pallet, Crate, Wrapping, etc). If packaging is disposed, this can alter the eligibility of return/replacement. 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.
All Standard Orders are shipped via LTL Curbside.
*Following time window is after you recieved your tracking/PRO number.
| All Orders | 2-10 Business days |
Learn more about our Freight Delivery Process and download your free helpful Shipping Checklist by clicking the link below.
Shipping Rates & Fees
Starfire Direct offers FREE SHIPPING on select items. Some restrictions may apply. Free shipping and flat rate shipping applies to deliveries within 48 contiguous United States. Additional shipping fees apply to Alaska and Hawaii. Some restrictions may apply.
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 country wide. 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.
If you miss your freight delivery appointment or need to reschedule your delivery, you may be responsible for additional fees incurred.
In the event that your shipping address requires updating:
Pre-shipment there is not additional cost to update/change the shipping address. (Please contact us as soon as possible)
Post-Shipment there may be change of address/reconsignee fees that you must cover.
Returns & Exchanges After Shipment
Starfire Direct accepts returns within 30 days of delivery, on general "off the shelf" type products that are new, unused, complete, and can be resold as new. Refund (Minus Return Shipping Cost. Cost will vary depending on product) will be processed upon item being received and inspected back at our facility). Exceptions may apply:
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. Upon your return being approved, you will recieve your refund with the return shipping cost deducted.
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 (Does not include products that were damaged upon arival: Please see Freight Orders on next steps). For for the sake of both parties, please use adequate packing materials to avoid this unfortunate situation. Please save all packing materials for the time being (Pallet, Crate, Wrapping, etc). If packaging is disposed, this can alter the eligibility of return/replacement.
"Custom Made" and "Special Order" products are not eligible for return or exchange in most cases, all sales are final.
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. If we made it wrong or ordered it wrong, we will happily take responsibility and provide a replacement 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 or special ordered for your project.
Start a return by contacting us
Damaged, Missing, or Lost Products
Ground Orders
This policy is intended to explain how we (Starfire Direct) take care of our customers (That’s You!) in the event of damages, losses, or theft to the product you ordered. This would be separate, but in addition to, our return policy.
*Please reach out to STARFIRE DIRECT within 5 Business days of delivery/delivery notification.
Coverage:
Damages: Loss or damage to purchased items due to accidental or unintentional causes during shipping.
Missing: Loss or disappearance of the insured items due to unknown causes.
Theft: Loss or theft of the insured items due to criminal activities.
This policy does not cover the following types of losses:
Loss or damage due to normal wear and tear.
Loss or damage due to intentional actions or gross negligence.
Loss or damage due to natural disasters.
“What do I need to provide to Starfire Direct?”:
IMPORTANT: Please save all packing materials for the time being (Boxes, Wrapping, shipping protection product). If packaging is disposed of, this can alter the eligibility of replacement. *Please reference our shipping email confirmation.*
Use our Portal! Our portal will take you through the steps to report damage, missing or stolen products.
If our portal is not working: Chat, email or call our helpful customer service staff! We would be happy to assist you with our process. There may be some questions we have for you and we appreciate your cooperation while we do our best to assist you.
Freight Orders
This policy is intended to explain how we (Starfire Direct) take care of our customers (That’s You!) in the event of damages, losses, or theft to the product you ordered. This would be separate, but in addition to, our return policy.
*Please reach out to STARFIRE DIRECT within 3 Business days of delivery/delivery notification.
Coverage:
Damages: Loss or damage to purchased items due to accidental or unintentional causes during shipping.
Missing: Loss or disappearance of the insured items due to unknown causes.
Theft: Loss or theft of the insured items due to criminal activities.
This policy does not cover the following types of losses:
Loss or damage due to normal wear and tear.
Loss or damage due to intentional actions or gross negligence.
Loss or damage due to natural disasters.
“What do I need to provide to Starfire Direct?”
IMPORTANT: Please save all packing materials for the time being (Pallet, Crate, Wrapping, etc). If packaging is disposed, this can alter the eligibility of replacement. *Please reference our shipping email confirmation.*
Use our Portal! Our portal will take you through the steps to report damage, missing or stolen products.
If our portal is not working: Chat, email or call our helpful customer service staff! We would be happy to assist you with our process. There may be some questions we have for you and we appreciate your cooperation while we do our best to assist you.
Warranty Process
In the unlikely event your product experiences a defect, our team will guide you through the manufacturer’s warranty process. Here is a general outline of what to expect:
Due to the technical nature of our products, troubleshooting is required by the manufacturer/vendor to process a warranty claim. Your installer will need to troubleshoot and diagnose the problem on-site while cooperating with our team at Starfire Direct. If troubleshooting leads to what Starfire Direct deems as a defective part, we will submit a warranty claim to the manufacturer on your behalf. Before we submit the claim, we will ask you to review the terms to proceed.
Once the claim is submitted, the manufacturer will review and approve or deny the claim. If they have all the information and accept the claim, your warranty replacement part(s) will begin processing for shipment. If for any reason, the claim is denied, or we need more information, we will notify you as soon as possible.
All warranties are processed as exchanges. You can expect to receive a pre-paid return label for the defective part(s), which will need to be returned within 30 days of receiving the warranty replacement(s).
Warranty claims can take anywhere from 1-4 weeks to process, depending on the season.
Start the warranty process by contacting us
FAQs
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 (refer to change of address policy).
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.
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 a call 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 and you 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/PRO 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.
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.
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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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