Shipping Policy

Order Confirmation:

As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we will start our fulfillment process. All orders are processed and shipped within 1-2 business days. Transit times vary from 5-7 business days.

Order Shipment:

We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@embersdirect.com

No Shipping outside the USA.

Shipping Options

Our base "Curb-side" Pickup shipping is usually completely free! This option usually takes between 5-7 days to arrive at your doorstep, after you have submitted your order. There are other options available, however. We also offer the below options for some products. Please contact us for more information about these prior to ordering.

Threshold Shipping: This involves the item being brought onto your porch, or into a sheltered/garage area.
White Glove Delivery - this includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house! Fire Pits will not be assembled.

Freight-Related Issues

When it comes to freight-related issues, we want you to be informed and protected throughout the process. Here are some key points to remember:

BOL (Bill of Lading) Signatures: Carriers and manufacturers may have their own interests in mind, which is why we advise you never to sign a BOL without adding the phrase "upon final inspection." This ensures that you have the opportunity to thoroughly inspect your delivery.
Documenting Evidence: In the event of any damage, missing items, or discrepancies, it's crucial to provide us with all possible evidence, including photographs, to support your claim. Please do so within 48 hours of receiving your shipment.
Missed 48-Hour Window: If you miss the 48-hour mark, don't worry! We encourage you to reach out to our customer service team, and we will do our best to help you resolve the issue.

What to Do When You Receive a Damaged Shipment

If you notice visible damage to your products upon delivery, we recommend the following steps:

Refuse the Shipment: Refusing the shipment automatically initiates the freight claim process, and the damaged product will be sent back to us. Make sure to take photos of the damaged products and notify our customer service team promptly.
E-mail info@embersdirect.com: Our customer service team will then submit the necessary freight claim form.

Outer Packaging Damage

If you suspect damage to the outer packaging but believe the product inside is intact, you have the option to accept the shipment. In this case, please follow these steps:

Thoroughly inspect the outer packaging.
Clearly note any damage on the BOL and sign it with "upon final inspection."

Even if there are no evident signs of damage to the outer packaging, always mark the BOL with this verbiage to protect your rights.

Concealed Damage

We strongly encourage you to inspect and open all products within 48 hours. If you discover concealed damage, please take these steps:

Notify us immediately via email.
Provide all necessary details about the concealed damage and include photographs.

Partial Shipments

The acceptance of a partial shipment depends on the carrier and circumstances. If you receive a multi-pallet delivery with only one pallet damaged, they will typically allow you to accept the undamaged freight. Please notate any damage on the BOL clearly.

Missing or Wrong Products

If you suspect that you are missing items or have received the wrong products, please:

Notate the missing or wrong items on the BOL.
Notify our customer service team via email promptly.

Rest assured, as long as we're notified promptly, we will arrange for replacements or issue credits.

Delivery Checklist

Before accepting a shipment, please follow these steps:

Confirm that the shipment is indeed yours.
Inspect and count all products to match the packing list.
Check for any damage on the products.
If the driver does not allow you to inspect the freight or refuses the shipment, do not sign the BOL and contact our customer service team via email immediately.

Upon delivery, make sure to:

Refuse the shipment if necessary.
If accepting the delivery, clearly note any damage on the BOL and sign it "upon final inspection."
Take pictures of damaged products.
Receive an exception number from the driver for electronic receipts.
Email info@embersdirect.com within 48 hours of receiving the shipment to report the issue.

Refund and Return Authorizations

For Refunds and Returns, please see our Refund and Return Policy.

We hope these guidelines help make your shipping experience with Embers Direct as smooth and worry-free as possible. If you have any questions or concerns, please don't hesitate to contact our customer service team at info@embersdirect.com. Your satisfaction is our top priority.

Thank you for choosing Embers Direct

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE