Shipping and Returns

General Shipping

 

At The Fire Pit Store, a division of Dacoda Digital, all orders over $99 ship free with truck carrier, FEDEX or UPS Ground service to the 48 contiguous States. Orders under $99 have the actual shipping cost at checkout. Generally, orders placed with us will be processed within two to three business days.  Occasionally, due to unforeseen circumstances, an order may take more days to ship.  If this happens we will be sure to contact you and let you know when your item will ship.  Although your item may ship out immediately it may take longer than that to receive your tracking number.  Tracking numbers will be sent you via email as soon as that information becomes available to us.  Generally we will ship all orders via FedEx, UPS or trucking line depending on weight.  We reserve the right to use any carrier.

A freight carrier brings the shipment to your home on a scheduled delivery date.  You’ll be responsible for moving the shipment from the curb onto your property.  You may want a friend or family member on hand for assistance. 

Your order will be secured to a pallet with 3/4" steel bands. 

Keep in mind:

  • Once your shipment is in your local area a representative from the freight company will call to schedule a 4-hour delivery window.

  • Upon delivery the LTL driver will lower your pallet to the ground, curb-side.

  • You will need wire snips to cut the two ¾” steel bands securing the fire pit to the pallet.

  • You will need assistance with moving the shipment from the curb onto your property.

  • Inspect your delivery. If you notice damage at delivery, note that damage to the driver and sign only after the damage has been noted.

 

Shipments To Alaska, Hawaii, Canada, and US Territories

 

We are happy to ship to one of these areas but unfortunately additional shipping may be charged.  To see the cost to ship to one of these areas, send us an email with your shipping address and we will prepare a shipping quote for you.  You may also visit this page for additional information.   Costs are determined by your exact location.

 

International Shipping

 

Please contact us for International shipping quotes and shipping times. For more details on international orders Click Here.

 

Damages & Exchanges

 

Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of.  If your item has a defect, please contact us directly. If your product was damaged during shipping, contact us.

 

Returns

 

Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:

 

1. You decided to cancel your order

 

If the order was for a pre-order, custom or hand made fire pit and the order has been submitted to be processed, you may be charged a 4% fee to reclaim any credit card fees charged to us.  Orders for custom or hand made fire pits must be pre-paid by us to the manufacturer. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below.

 

2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed

 

If the item isn't working correctly, and it does not appear to have been damaged during shipping, please contact us for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)

 

3. You received an item that appears to have been damaged during shipping

 

If a package appears to have been damaged during shipping, the item is oftentimes still okay.  If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waives your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms and received their answer, we will send out new parts or a new product at no cost to you. You must note any damage at time of delivery.

 

4. You've received the product but you've decided you want to return it

 

If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:

 

1) The item must be unopened, unused, and still in the original packaging.

2) You must contact us to notify us that you'd like to return the item within 30 calendar days of receiving the item.

3) You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.

 

If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued.  If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):

 

1) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR

2) You can get a  refund for the amount you originally paid LESS a 25% restocking fee a 4% fee to reclaim any credit card fees charged to us and our actual cost for shipping and handling.

 

In either case, you are responsible for return shipping charges to return the product to us. We highly suggest getting insurance for the shipment as we are not responsible for any damage for the return shipment.

 

5. You refuse the delivery of your order, and it comes back to us

 

If you refuse an item and it comes back to us, you will be issued a refund LESS a 25% restocking fee, a 4% fee to reclaim any credit card fees charged to us. and our actual cost for shipping and handling.  If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.