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      WHITE GLOVE SHIPPING FORM


      FAQ's


      Which Orders Can Be Expedited?

      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.

      WHERE WILL THE DRIVER DROP OFF MY SHIPMENT?

      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.

      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.  

      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.