Contact us, Returns, exchanges, & order help
For damaged, broken, missing, or wrong items shipped, please choose an option…
*Please be aware that order status is not available for most orders until you have neared the max estimated lead time. Please check your email for tracking information and check current lead times below…
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
- 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.
- Origination: Various U.S. Locations
- Shipped Palletized Freight with various reputable companies
- Standard shipping and rates apply to all of the United States except for Alaska and Hawaii.
- 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