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Shipping & Returns

Shipping Process

Flame Authority uses different freight carriers depending on the location of the customers and the type of product purchased.

We currently ships to the lower 48 contiguous US States only. Some shipping restrictions may also apply to customers who live on restricted places, on an island with no or limited access via a bridge, ferry, or remote locations in the US. Also, let us know if you live in a rural area inaccessible to freight trucks which are usually long tractor-trailers or if you have a long, steep, curvy, or narrow driveways. We may be able to send a smaller truck if prior arrangements are made with our customer service representatives. Failure to notify Flame Authority about the delivery locations are not accessible by freight carrier's tractor-trailer shall make the customer responsible for any additional shipping costs if the freight carrier should they have to use a smaller truck or other alternative methods of shipping.

For Small or Under 150 lbs or 68 kg

The parcel is typically shipped via FedEx, USPS, or UPS. Which allows us flexibility to provide the best and fastest way for you to enjoy your fireplaces.

For Larger or Over 150 lbs or 68 kg

Orders are shipped via freight carriers with Curbside Delivery and Lift Gate Service. The freight carriers are instructed to contact the recipient to schedule the delivery appointment when the safe arrives at the delivery terminal.

Freight carriers make their deliveries from 8:00 am to 5:00 pm, Mondays through Fridays. Customers MUST notify Flame Authority prior to shipment if the customer will be out of town as the freight carrier may charge storage fees to hold the product if the customer is unavailable for immediate delivery. Delivery appointments are not 100% guaranteed and Flame Authority cannot be held liable if the freight carrier is late or misses a scheduled delivery appointment due to various unforeseen circumstances.

Do not hesitate to call us at 1-800-923-4556 or send an email if you have questions regarding the delivery to your specific location.

Return Policy

Products may be returned within 14 days or 2 weeks of delivery. Returns must be in its original packaging and new condition with all included hardware, warranties, instructions, manuals, registration information, and all packaging materials. Please call our customer support at 1-800-923-4556 to request a Return Authorization Number. Upon approval of your return application, Flame Authority will provide you, the customer, the appropriate shipping instructions and the return address. Invalid returns without the approved Return Authorization Number will not be accepted.

Refunds will be processed through the original Credit Card and will be the original purchase price minus our shipping costs to your location plus a 25% restocking fee. Return shipments must be paid by you, the customer, and delivered to our warehouse with adequate shipping insurance. Please choose a reliable Freight carries which gives a tracking number, shipping insurance, and proper packaging as Flame Authority will not be held liable for any lost or damaged returns. All returned products will be inspected by our warehouse staff to determine if the returned product meets our stated criteria. Refunds will not be issued if there are missing parts, warranties, instructions, manuals, registration information, and packaging materials, or if the product cannot be resold as new.

Order Cancellation

If you wish to cancel your order, please contact our customer support at 1-800-923-4556 or send an email as soon as possible to determine if your order has been shipped. If the product has been shipped before you process your cancellation, the item may be returned according to our Return Policy (original purchase price minus our shipping costs to and from your location plus 25% restocking fees apply)