Order Support

Get in Touch

Monday - Friday 9:00AM-4:30PM MST

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

Fill out this quick form and we’ll be in touch.
  • 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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