Our Commitment to Your Outdoor Living Experience
At Firepits Direct Store, we’re dedicated to transforming your outdoor spaces with premium quality fire pits and accessories. We understand the importance of reliable delivery and your complete satisfaction with every purchase.
Shipping Information
Order Processing
All orders are processed within 1-2 business days after payment confirmation. You will receive a tracking number once your order ships.
Shipping Methods & Timeframes
| Shipping Method | Carrier | Delivery Time | Cost |
|---|---|---|---|
| Standard Shipping | DHL or FedEx | 10-15 business days after shipment | $12.95 |
| Free Shipping | EMS | 15-25 business days after shipment | Free for orders over $50 |
Note: Delivery times are estimates and may vary based on destination and customs processing. We ship globally, excluding some Asian regions and remote areas.
Returns & Exchanges Policy
Our Satisfaction Guarantee
We stand behind the quality of our fire pits and outdoor living products. If you’re not completely satisfied, we offer a straightforward returns process.
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your order.
Conditions for Returns & Exchanges
To be eligible for a return or exchange, your item must be:
- In its original condition
- Unused and unassembled
- In the original packaging with all tags and labels attached
- Accompanied by the original receipt or proof of purchase
Non-Returnable Items
For safety and hygiene reasons, the following items cannot be returned or exchanged:
- Fire Pit Components that show signs of use
- Conversion Kits that have been opened
- Fire Pit Service Parts that have been installed or used
- Any products that have been assembled, used, or show signs of wear
Please carefully review product specifications before purchasing these items.
Step-by-Step Return Process
Step 1: Initiate Your Return Request
Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
Step 2: Wait for Authorization
Our team will review your request and provide return authorization and instructions within 2 business days.
Step 3: Package Your Item
Securely package the item in its original packaging, including all accessories and documentation.
Step 4: Ship Your Return
Send the package to our warehouse at:
Firepits Direct Store
105 Inglewood Dr
Glen Burnie, US 21060
We recommend using a trackable shipping service and retaining your shipping receipt.
Step 5: Processing Your Return
Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund or exchange.
Refund Timeline & Method
Upon approval of your return:
- Processing Time: 3-5 business days after we receive your returned item
- Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Appearance on Your Account: Depending on your financial institution, refunds may take 5-10 business days to appear on your statement
Important Note: Original shipping fees are non-refundable. For exchanges, we’ll cover the cost of shipping the replacement item to you.
Return & Exchange Request Template
Copy and paste the template below into your email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Firepits Direct Store Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
– Order Number: [Your Order Number]
– Order Date: [Date of Purchase]
– Product Name: [Product Name]
– Product SKU: [If available]
Reason for Return/Exchange:
[Please briefly describe why you’re returning or exchanging the item]
Preferred Resolution:
[ ] Refund
[ ] Exchange for [Specific Product if Exchanging]
I confirm that the item is in its original condition, unused, and includes all original packaging and accessories.
I look forward to your return authorization and instructions.
Thank you,
[Your Full Name]
[Your Phone Number]
Need Assistance?
Our dedicated customer service team is here to help with any questions about shipping, returns, or exchanges:
Email: [email protected]
Response Time: Within 1-2 business days
We appreciate your trust in Firepits Direct Store for your outdoor living solutions and are committed to ensuring your complete satisfaction with every purchase.