Customer Service
Contact us, Returns, exchanges, & order help
We're Here to Help!
Our customer service team is diligent to help you with your existing order.
- Personal support
- Real-world experience
- Deep product knowledge
- World class customer service
- Digital resources
Quick contact form: we will look into your submission and be in touch within 24 hours on weekdays.
Prefer to call? We’re available 9am – 430pm MST (M-F) Phone: (833) 228-5244
In order to get items to you as fast as possible, we may ship directly from manufactures/distributors. That is why you may receive multiple shipments from different locations. Here’s a breakdown:
Fire Media (lava, glass, ceramic logs/cannonballs/river stones)
- Origination: Phoenix, AZ
- Under 150lbs/108″: FedEx
- Over 150lbs/108″: Palletized Freight with various reputable companies
Burners, Plates, Fittings, RTF, Regulators, Ignition Systems
- Origination: Denver, CO
- 36″ or under: UPS
- Over 36″: Palletized Freight with various reputable companies
Venture Series
- These are our in-house made fire tables.
- When you order a Venture Series product, we will ship the burner package with the fire table.
- Fire media may come in a different shipment.
Complete Systems
- Origination: Various U.S. Locations
- Shipped Palletized Freight with various reputable companies
Production times change depending on the season.
- *Orders placed through custom quotes will not be trackable in the above status tracker
International Shipping
- Standard shipping and rates apply to all of the United States except for Alaska and Hawaii.
- Canada:
- In some cases, you may get billed from FedEx or UPS for customs and border fees
- Other International Inquiries:
- To ship internationally, you will need to ship to a freight forwarder in the U.S. and take responsibility from there.
- For inquiries over 10,000 U.S Dollars, please fill out an inquiry form on our website