Your order is very important to Pyromania Fire Features which is why we provide a simple ordering process that’s fast, safe and reliable. All orders are processed Monday through Friday (non-holidays). Orders placed on weekends will ship on the following business day. For preassembled fire tables, the shipping times may range from 1-3 business days from the date of your order. For custom made orders, the shipping times may range from 1-2 weeks from the date of your order. We strive to ship your order as fast as possible. In rare cases, due to unforeseen circumstances, an order may take a few more days to ship. If this happens, we'll be sure to contact you and provide ETA as per carrier details.
At Pyromania Fire online store, all orders over $499 ship free! Orders under $499 ship with flat rate of $30 (standard shipping). We also cannot ship to P.O. Boxes or Military APOs.
General Shipping Information
Generally, we ship via Canpar, Purolator, UPS, or trucking line (LTL), depending on weight. We reserve the right to use any carrier.
Ground orders typically consist of smaller items that weigh less than 150lbs (e.g., fire pit accessories, burner covers, canvas covers etc.) Basically, if you can carry the box, it is likely shipped via ground and may or may not require a signature.
Note: Ground Shipping Address can be updated by emailing us at email@example.com at no additional cost before the order has shipped. Once the order has shipped, we can request an address change at an additional charge, but the shipping carrier cannot guarantee the change.
(LTL/Curbside) Freight orders are typically large, over 150lbs, or delicate items (e.g., fire tables, custom orders etc.) that cannot be shipped by Standard Ground carrier. Freight carriers are specially trained to handle oversized and fragile items safely, for better delivery service. When products are shipped by freight, they come on a pallet and will be delivered via a lift gate semi-truck typically hauling up to a 53' trailer box. Depending on the fragility of the order, the pallet might be plastic wrapped, strapped or crated.
Once your order ships, you will receive an email with a tracking number that has an estimated delivery date to your local freight terminal. The carrier will call you prior to your delivery at your provided phone number to schedule a delivery appointment within the next 1-2 business days. Please make sure the phone number you entered at checkout is a good number to contact you at. Only weekday appointments are available. An adult MUST be present to INSPECT AND SIGN for the shipment. No exception. We do not authorize you to request a delivery without a signature or inspection. Otherwise, any claim for damage or loss will be denied immediately, as the transport company is released from responsibility and the responsibility now lies on you, the customer.
If you are unable to receive the shipment, miss your appointment or need to reschedule your delivery, please contact the carrier, and provide the tracking number provided by us. Otherwise, you may face additional shipping fees due to missed appointments, re-delivery, and storage fees. This will be your responsibility as these fees are outside our "tolerance" for shipping fees. We cannot be held liable for additional fees that go above and beyond our typical shipping parameters.
Please note - we do not offer expedite service for any freight shipments. We offer standard freight which is delivered curbside or driveway only. This means that the driver will take your order off the truck for you, bring the item to the curb/driveway and is not authorized to move it further. You are responsible for moving the order to where it needs to go on your property. The driver is not obligated to offer any assistance in this regard.
Upon delivery, you will need to inspect before signing off on the proof of delivery. Prior to signing, it is VERY IMPORTANT to thoroughly inspect the contents of the shipment immediately for any visible or obvious damage upon receipt. It is advisable to look for the following signs of damage to include, but not limited to, missing shrink wrap, crushed corners, dents, gouges, tears, ripped or torn cartons etc. Check for missing boxes or extra boxes by counting each handling unit and checking labels or BOL; they should match the delivery receipt. Open any handling unit that shows signs of loss or damage while the driver is present. Note all damages, overages, and shortages on both copies of the delivery receipt. It is also a good idea to take pictures or video as evidence of any damage. If the driver does not allow you to open each handling unit, write “driver refused inspection for concealed damage” on the delivery receipt in addition to the visible signs of damage to the packaging and have it signed by the driver.
If any visible damage or missing parts are found at the time of the inspection, you must refuse to receive the shipment and notify Pyromania Fire immediately. It is crucial to understand that regardless of whether the shipment was inspected or not, signing the Proof of delivery (POD) means that the delivery is free of damage and that the shipment was delivered in good condition.
If the delivery is successful complete and the shipment is received in apparent good condition, you still need to open all the remaining boxes that did not have signs of damage, whether or not you believe that they are in good condition. Be sure to fully open each box to check contents for any damages, overages, and/or shortages. Some commodities are more prone to concealed damage than others. Time is of the essence! It is very important that claims for concealed damages or lost must be reported to us as well as the carrier immediately or within one business day of receiving your shipment. If a claim number was issued, please provide that information when reporting. You are required to take clear photos of all the damage and packaging (4 side views). Be sure to keep all your packaging materials including the pallet as the carrier may require an on-site inspection before item is picked up and returned.
Failure to follow this protocol may shift the liability of the damaged freight from the carrier to you. In this event, Pyromania Fire will be waived of any responsibility with the damaged shipment and any claim will be denied immediately. We take your business seriously and do our best to ship your order in a way that will insure its complete arrival safely and securely.
Note: Curbside Shipping Address can be updated by contacting us at no additional cost before the order has shipped. Once the order has shipped, the freight carrier will charge an additional fee to update the delivery address.
We are here to help you with your order every step of the way. For any questions or concerns please contact us firstname.lastname@example.org.