Shipping and Returns

General Shipping

At Fire Pits and Patio, a division of Dacoda Digital, most orders over $99 ship free with truck carrier, FEDEX or UPS Ground service to the 48 contiguous States. Orders under $99 have the actual shipping cost at checkout. Generally, orders placed with us will be processed within two to three business days.  Occasionally, due to unforeseen circumstances, an order may take more days to ship.  If this happens we will be sure to contact you and let you know when your item will ship.  Although your item may ship out immediately it may take longer than that to receive your tracking number.  Tracking numbers will be sent you via email as soon as that information becomes available to us.  Generally we will ship all orders via FedEx, UPS or trucking line depending on weight.  We reserve the right to use any carrier.

A freight carrier brings the shipment to your home on a scheduled delivery date.  You’ll be responsible for moving the shipment from the curb onto your property.  You may want a friend or family member on hand for assistance. 

Your order will be secured to a pallet with 3/4" steel bands. 

Keep in mind:

  • Once your shipment is in your local area a representative from the freight company will call to schedule a  delivery window.

  • Upon delivery the LTL driver will lower your pallet to the ground, curb-side.

  • You will need wire snips to cut the two ¾” steel bands securing the fire pit to the pallet.

  • You will need assistance with moving the shipment from the curb onto your property.

  • Inspect your delivery. If you notice damage at delivery, note that damage to the driver and sign only after the damage has been noted.

 

Shipments To Alaska, Hawaii, Canada, and US Territories

We are happy to ship to one of these areas but unfortunately additional shipping may be charged.  To see the cost to ship to one of these areas, send us an email with your shipping address and we will prepare a shipping quote for you.  Costs are determined by your exact location.

 

International Shipping

Please contact us for International shipping quotes and shipping times. 

What to Expect When You're Expecting... Freight Shipping

 When your order includes product too large to ship via a standard carrier (i.e. UPS), it will be shipped to you via “freight.” It will be placed on a pallet, shipped and delivered via a freight company. Examples of  products that typically ship via freight include most fire pits over 100 lbs.or products that are over 36 inches in diameter, custom units, orders that require 4 or more large boxes, and any plate/burner that includes a 3 Volt or Premium ignition.


The following bullet points include answers to frequently asked questions and important information relating to freight shipments:

  • Freight shipments are packaged on a wooden pallet. They are placed on a pallet to protect the product and also allow the shipment (which can be quite heavy and bulky) to be moved by a forklift, pallet jack or hand truck. 

  • Like standard carriers, freight companies provide tracking information for each shipment. The tracking number is emailed usually the day after the order ships. It will be sent to the default email address on file when you placed the order.

  • Freight carriers use various sized trucks for delivery, including full size tractor trailers. If the delivery street is too small to accommodate a large truck, please let us know when placing the order. If the order has already shipped, we can coordinate with you and the freight company to discuss alternatives.

  • We require a contact phone number be included with each order. That number will be forwarded to the freight company, to schedule a delivery appointment. Appointments are typically a 2-4-hour window, scheduled Monday through Friday. A delivery appointment is a requirement – the shipment will not be delivered without an agreed to date and time. If a customer cannot be reached to arrange delivery, storage fees for undelivered freight will begin accruing 24 hours after reaching the destination terminal. Fees will continue until the shipment is delivered. Storage fees include a minimum charge of $50 per shipment plus a minimum daily storage fee of $20. These fees will be charged to and are the responsibility of the customer.

  • Freight shipments are “driveway delivery”, meaning the shipment will be taken off the truck via a lift gate, pallet jack or hand truck (provided by the delivery company) and placed on the driveway or curbside area directly outside of the truck. The freight company is not responsible to move the item beyond this location.

  • While uncommon, shipments to some commercial properties are subject to additional charges by the freight company. If your order is for a business, please let us know if that business location has any unique access issues that could inhibit or limit delivery.

Once the shipment is off the truck:

  • Inspect the packaging for damage. If there is any evidence of damage, please write “DAMAGED” on paperwork before signing. Immediately take pictures of the damage and contact Fire Pits and Patio (866-942-0952 or by email) for assistance. If there is extensive damage you may consider refusing the shipment.
  • If no damage is visible, open all packaging and confirm each item on the pack list was included in your shipment. If anything is missing, please contact Fire Pits and Patio immediately at (352-464-7097 or by email) for assistance.
  • Install and enjoy!

Returns

Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:

 

1. You decided to cancel your order

Orders for custom or hand made fire pits must be pre-paid by us to the manufacturer. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below.

 

2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed

If the item isn't working correctly, and it does not appear to have been damaged during shipping, please contact us for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)

 

3. You received an item that appears to have been damaged during shipping

If a package appears to have been damaged during shipping, the item is oftentimes still okay.  If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waives your right to get your product replaced or repaired. Before contacting us, please test the item's functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms and received their answer, we will send out new parts or a new product at no cost to you. You must note any damage at time of delivery.

 

4. You've received the product but you've decided you changed your mind and want to return it

If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:

1) The item must be unopened, unused, and still in the original packaging.

2) You must contact us to notify us that you'd like to return the item within 30 calendar days of receiving the item.

3) You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.

If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):

1) You can receive the full amount you originally paid for the returned item LESS OUR COST OF SHIPPING THE PRODUCT TO YOU ALONG WITH THE COST OF SHIPPING IT BACK as a store credit, OR

2) You can get a refund for the amount you originally paid LESS OUR COST OF SHIPPING THE PRODUCT TO YOU ALONG WITH THE COST OF SHIPPING IT BACK.

In either case, you are responsible for outgoing AND return shipping charges to return the product to us. We highly suggest getting insurance for the shipment as we are not responsible for any damage for the return shipment.

5. You refuse the delivery of your order, and it comes back to us

If you refuse an item and it comes back to us, you will be issued a refund LESS a possible 25% restocking fee from the manufacture along with outgoing AND return shipping charges. If the item is damaged during the shipping process back, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.