Shipping policy
We at American Fire Features know how important it is to get your orders to you fast and in top shape. We take great care to package and send your order properly because of this. You can be confident that we are making every effort to deliver your order to you as quickly as possible. Please take into consideration any holidays that can affect shipping times.
Shipping Charge
We offer Free Curbside Shipping on orders over $999 to the continental U.S.
For orders $998 and under, a shipping fee will be applied based on your location and the product dimensions.
To ship an order to Hawaii or Alaska will require for the client to pay a surcharge.
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.
Curbside Shipping means the carrier delivers to the curb only, excluding assembly and packaging removal. It's your responsibility to transport the item to your desired location, often best done with manpower and a wheelbarrow.
Some oversized items ship Back-of-Truck, requiring a forklift or similar for unloading, as noted in the product descriptions for items with pallets 80" long or more.
Threshold Delivery applies to items up to 500lbs, delivered to the first dry area like the front garage or porch, excluding indoor setup.
Extra charges may apply for deliveries to remote areas; we'll contact you before shipping.
Shipping Destinations
Order Confirmation
Upon placing your order, you'll promptly receive an order confirmation email indicating that we've received your order and pre-authorized your credit card for the purchase.
Note that if your order includes both in-stock and made-to-order/custom items, they will ship together when all products are ready.In case an item is on backorder or unavailable, we'll void the pre-authorization, contact you, and present available options.
How is it shipped?
We mainly use DHL, USPS, UPS, and FedEx, to ship your orders. Your order will be handled in our facilities before being fully completed by the shipping provider.
We'll provide tracking information within 24 hours of your order departing from the manufacturer's warehouse. This information will be sent to the email address you provided during checkout.
White Glove Delivery is Available
If you prefer a hassle-free experience, we offer White-Glove Service. For rates, please contact us at customercare@americanfirefeatures.com as they depend on factors like item size, weight, delivery address, and other considerations. This service typically includes unpacking, inspection, disposal of packing materials, transporting your order within two flights of stairs, and setting up the merchandise in your desired location.
Can I change the shipping address after placing an order?
We will start working immediately after your order. Unfortunately, We cannot change the delivery address once it is in transit. If you need to change the place to deliver your order, please contact us within 72 hours of placing your order at info@americanfirefeatures.com or call us at +1 866-881-4048.
Multiple Addresses
For a single order, we don't provide shipping to multiple addresses. Please put separate orders for each address where you want the things delivered. Here is where to reach us if you need assistance with this: info@americanfirefeatures.com.
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Please ensure you provide us with a complete and accurate delivery address, including the recipient's name. We are not liable for the delivery of your goods to the wrong address or wrong person due to inaccurate or incomplete information provided at the time of purchase.
What if my item is lost in transit?
Whilst we hope this never occurs, if your item does not make it to you, please reach out to us at info@americanfirefeatures.com and we will work to resolve the issue.
Back-Ordered Products
- Unfortunately, delays sometimes happen because of several factors that are out of our control.
- If part of your order is out of stock for an extended period, we will split the order and immediately ship the items that are currently in stock while placing the remaining item(s) on backorder.
- Depending on availability, we will either cancel that item off your order and let you reorder it later, or we will ship the back-ordered item(s) as soon as they become available at no additional shipping cost. Every action made will result in an email notification to you, the customer.
Please contact our customer service team for any shipping-related issues: info@americanfirefeatures.com