Shipping

At American Fire Features, we offer *FREE CURBSIDE SHIPPING* on all orders over $999 to the continental U.S.

Please keep in mind this is an LTL service (Less than a truckload) Any other types of services like a dedicated truck would need to be quoted in advance via customer service.

If you’re shipping to Hawaii or Alaska, a surcharge will apply. Curbside shipping means that the shipping carrier will deliver to the curb, but it does not include set-up or assembly of items or removal of packaging materials.

In some cases, shipping carriers may charge extra for deliveries to remote or hard-to-reach areas. If this is the case, we will contact you before processing your order.

If you’d prefer not to deal with the hassle of curbside shipping, we offer a White-Glove Service. Please contact us at customercare@americanfirefeatures.com for rates, as they will vary depending on item size, weight, delivery address, and other special circumstances. This service generally includes unpacking, inspection, removal/disposal of packing materials, transporting your order up or down a maximum of 2 flights of stairs, and setting up merchandise in the spot of your choice.

Please note that on orders $900 and under, an extra shipping fee will be charged depending on the area you are located in and the dimensions of the products.

 

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail.  This email serves as confirmation that we've received your order, and your credit card has been pre-authorized for the purchase.

It includes crucial shipping information, such as the lead time for made-to-order or custom products, as indicated on the Product Page, along with the anticipated delivery schedule. In the case of in-stock items ready for immediate shipment (within 7 business days), we'll proceed with processing charges, submit the order for shipment, and inform you of the estimated arrival time.

Please be aware that if your order comprises both in-stock and made-to-order/custom items, they'll be shipped together once all products are ready. If any item is on back order or currently unavailable, we'll cancel the pre-authorization, reach out to you, and discuss the available alternatives.

 

Order Shipment:

If we process the charges to your credit card, it will ship within five business days from the date of your order. 

We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@americanfirefeatures.com.