Order Support

*PLEASE NOTE THAT DUE TO COVID-19 AND OTHER UNCONTROLLED ISSUES, PRODUCTION AND SHIPPING TIMES ARE CURRENTLY INCREASED BY 8-14 DAYS ON ALL PRODUCTS. ALSO, NEITHER UPS nor FED-EX ARE GUARANTEEING SHIPPING TIMES. THIS INCLUDES OVERNIGHT SHIPMENTS, 2ND DAY AIR SHIPMENTS AND 3RD DAY AIR SHIPMENTS. ALSO, FREIGHT SHIPMENTS ARE EXPERIENCING DELAYS. PLEASE PLAN ACCORDINGLY, AND UNDERSTAND THAT YOUR PRODUCTS WILL TAKE LONGER TO ARRIVE.

Thank you for your patience with the delivery process.

Order Status

To track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.

Trust the Process 🙂

  • Shipments come directly from the manufacturer, and we don’t receive updates on the status until it is shipped
  • If you feel the urge to contact us, hoping we have additional info about your order status, we will kindly tell you to wait the full length of the projected lead time, which is on the product page on our website
  • As we receive updates, we will email you, tracking numbers included
    • Burners, Plates, Components: 3-5 Weeks
    • Fire Media: 1-3 Weeks
    • Gather Series: 4-8 Weeks
    • Venture Series: 2-5 Weeks
    • Legacy Series: 7-10 Weeks
    • Ready To Finish Kits: 5-6 Weeks
    • Color Samples: 7-10 Days
    • Backordered Items: Expect 2-4 weeks additional time
    • *Orders placed through custom quotes will not be trackable in the above status tracker

Returns, Exchanges & Order Help

For damaged, broken, missing, or wrong items shipped, please choose an option…

Burner, Plate, and Components Support

Damaged, Missing, Wrong Items Shipped
  • Drop files here or
    Max. file size: 50 MB.
      If you have received a damaged product or something is missing from your order, please include photos to show entire order along with damaged area if applicable.
    • This field is for validation purposes and should be left unchanged.

    Or…

    Order Support

    For questions or issues with an existing order
    • Max. file size: 50 MB.
      If you have received a damaged product, please include photos to show entire product and damaged area.
    • This field is for validation purposes and should be left unchanged.

    Manufacture Warranties

    Returns & Exchanges

    Shipping Process

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