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Shipping and Returns

How will my order ship out?

 

We will ship your order the fastest way possible, using the safest and most reliable carriers in the industry. Our high sales volume enables us to establish strong relationships with our carriers, which translates to better service for our customers. We will notify you by email as soon as your order ships out. Please be sure to track your order from the tracking number in your ship notification email or by phone. If there is something unusual with the progress of your shipment, please be sure to notify us as soon as possible. We are currently unable to ship to PO Boxes or Military APO's.

 

We have two main shipping methods; Small Parcel and Truck Freight.

 

Small Parcel: If your order contains small and light items, they will typically ship via UPS or Fedex. These companies offer fast, safe, and reliable service. Depending on your location, orders usually arrive within 1-5 business days after leaving the warehouse.

Truck Delivery: Many items we sell are too large or heavy to ship via small parcel. Truck Delivery is different than small parcel shipments that ship via UPS or Fedex. You will be contacted once your order reaches the delivery agents pick up location. The delivery agent will call you to set up an appointment at your convenience. Appointment windows are usually 2-4 hours from 8AM – 5PM Monday through Friday. The package will be delivered to the driveway, curb, or loading dock at your location. It is the customers responsibility to move the items inside, however some delivery agents can offer additional services to assist you. Once your order leaves the warehouse, you will receive an email notification with the tracking information and the delivery agents contact details. If you choose to purchase any additional services from the shipping agent, it is your responsibility to pay them directly.
 

When will my order arrive?

 

Every product we sell has an estimated lead time. The lead time represents the amount of time it typically takes for an item to be processed, picked, packed  and prepared for shipment at the warehouse. In an effort to provide our customers with the best selection online, we ship from hundreds of warehouses across the country. Lead times are based on a variety of factors. While some items ship same day, others can take weeks. Each item page on our site will provide you with the estimated lead time, "... usually ships within _____." This will give you an approximation of how fast your order will ship.

 

Small Parcel shipments generally take between 1 and 5 business days after your order is picked up from the warehouse. Please note that the estimated lead time applies before the item ships. For example, if an item has a lead time of 2 business days, your order will arrive within 3-7 business days for small parcel shipments.

 

Truck Delivery shipments generally take between 1 and 7 days from the date your order ships. You will be contacted by the delivery agent to schedule an appointment once your order arrives at the carrier's local terminal. Please note that the estimated lead time applies before the item ships. For example, if an item has a lead time of 2 business days, your order will arrive within 3-10 business days for truck freight shipments.

 

Free Shipping

 

All items and orders on our site ship for free. In an effort to keep your costs as low as possible, we cover all shipping costs. There are no hidden charges or handling fees on any orders. The price you see in the shopping cart is the price you pay. Our pricing is simple, so you can save time shopping and enjoy the things you love most.

 

International Shipping

 

We ship orders to every country worldwide. Our international shipping service is provided by a third party company, International Checkout. If you would like to place an international order, please click the "International Checkout" button on the shopping cart page. If you have any questions regarding your international order, please contact international checkout at support@internationalcheckout.com.

 

Return Policy

 

Standard return policy:

If your order did not meet your expectations, does not fit or match, or you would like to return your order for any other reasons, you will not be stuck with an item you do not want. We stand by our return policy, which is the best in the business. You can return your order within 30 days of receipt for an exchange or refund of the purchase price minus our shipping cost. All of our products come with free shipping, however please be aware that if you return an item, our actual outbound shipping cost will be deducted from your credit. Also, please note that some of the items we sell have a manufacturer restocking fee. Any restocking fees associated with your return will be deducted from your refund should you choose to return your order. To return a damaged or defective item, please see the notes below under "Returning Damaged Orders".

 

Please be aware that once an order ships, it cannot be cancelled. If you refuse a shipment, it will fall under our standard return policy, where roundtrip shipping charges will be deducted from your return credit.

 

Any special order or made to order items may not be eligible for returns. If the item you are ordering is marked as Special Order or Made to Order on the product page, it may not fall under our standard return policy. All of these products will be clearly marked on the item page for your convenience.

 

All returns must be in original condition and packaging. If your return does not meet these criteria, additional charges may apply. Unfortunately, we cannot process returns on items that have been modified, assembled, or used.

 

Returning an item or order:

To return an item or order, please email us at support@fireforless.com with your name, address, order number, and reason for return. We will email you the return instructions and RMA number for return. Be sure to write include the RMA number on the outside and inside of the box when sending back a return.

 

Damaged Orders

We will replace any damaged or defective items at no charge. If you decide you do not want a replacement, you may return your order under our standard return policy.

 

Damages for orders shipped by Small Parcel (UPS or Fedex):

We package our products to withstand any possible damages during shipment. Many items are double boxed, and we do not sell products that can be damaged easily during shipment. If you believe an item is damaged or parts are missing, please email us at support@fireforless.com. We will replace the item or send out the replacement parts at no charge to you as fast as possible. If your order shipped out via Truck Freight, please see the important instructions below.

 

Damages for orders shipped by Truck Delivery:

All orders shipped via truck freight must be thoroughly inspected upon receipt. It is the customers responsibility to ensure there is no damage to the items received before signing the delivery receipt. We recommend that you open the package to check for damages before you sign for the shipment to ensure there is no concealed damage. If the package or item appears only slightly damaged, please write "Package Damaged" on the delivery receipt when you sign. If we cannot replace the damaged parts, we will have the package picked up and we will send you a replacement. If the package or item looks significantly damaged, please refuse delivery of the package. The damaged product will be returned to the warehouse and we will ship out a new one at no charge. If you did refuse a delivery, please notify us by email at support@fireforless.com so we can expect your refused shipment.

 

If you have already accepted the shipment, and find that the item is damaged or there are parts missing, please contact us right away so we can file a claim with the shipping carrier. Please note that failure to notate damage on delivery receipts could cause delays in the replacement process, or make you ineligible for a replacement. It is extremely important that you notify us right away as carriers only allow freight claims on concealed damage within 48 hours of delivery.

 

Returning a damaged or defective order:

If you decide you do not want parts or a replacement unit, you may return your order under our standard return policy. If a product arrived damaged or we made an error, and it cannot be replaced, we will pay for the return shipping. If there is something wrong with your item due to a defect, we will replace the parts or the whole item if necessary. We stand behind every product on our site. Please contact us regarding any issues and we will work with you to ensure you are completely satisfied.

 

Cancellations

Please be aware that once an order ships, it cannot be cancelled. If you refuse a shipment, it will fall under our standard return policy, where roundtrip shipping charges will be deducted from your return credit.

To cancel an order, please email us at support@fireforless.com with your order number and reason for cancellation. Once we receive your cancellation request, we will confirm the order has not yet shipped, and process the cancellation. An order is only considered cancelled once we confirm the order has not shipped out, and a cancellation confirmation is sent via email.


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