Return and Refund Policy
30 Day Money Back Guarantee
We have a 30-day return policy, which means you have 30 days after receiving your item to request for a full refund.
Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.
To be eligible for a return, your item must be in its original saleable condition and packaging. Items that have been used or modified may not be returned and are exempt to our return policy. *Exclusions to our Returns Policy are below:
- Custom or Made-to-order items. (The Outdoor Plus)
- Products which are eligible for parts under manufacturer warranty.
- Items that have been used or modified in any way.
- Items without the original packaging (including shipping pallet, if applicable).
- Buyer's Remorse.
- Manufacturer declining the return.
- Any items shipped to Canada.
The following brands are eligible for our Return Policy but are limited to a 7-Day Returns window:
- Sierra Flame
Please note that the cost of original outbound shipping will be deducted from the refund total as well as the cost of the return shipping.
If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.
To start a return, please send us an email at firstname.lastname@example.org with your order number and reason for return. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Please "Contact Us" if you have additional questions.
If you need to cancel an order, please contact us immediately. An order that has shipped cannot be cancelled and our standard return procedure applies. Reach agents during business hours at 888-851-8840, the chat in the bottom right, or email email@example.com any time to request a cancellation. Custom made items are not eligible for refunds after production has started.
Cancellations of Custom Orders
Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order.
These unit, are custom made to specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for custom made and made to order products.
We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based upon what our supplier and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, manufacturers delayed because of the mills, overwhelmingly demand on shipping and so on).
Order delays have proven to be unavoidable and outside of US Fire Pit Pros control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
Please Read The Following
When you are making a purchase from US Fire Pit Pros, you are acknowledging the following of the exchange agreement:
- I understand I am to inspect the package upon delivery, an notate and take pictures if there is any damage and provide it to US Fire Pit Pros within 24 hours of the product being delivered.
- I understand that I am responsible for the cost of original outbound shipping, cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
- I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
- I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary product by product, but are usually around 20%.
- I understand that shipping date estimates outlined on product pages are estimated and may change due to factors completely outside of the control of US Fire Pit Pros.
- I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of US Fire Pit Pros (such as manufacturing and logistical constraints of our partner companies).
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or Credit Card Company to process and post the refund too. Orders delivered outside the United States are not eligible for refunds.
US Fire Pit Pros reserves the right to refuse a refund or apply a restocking fee if:
- The item returned does not match the original item shipped.
- The returned item is missing parts or the original product’s packaging, either of which were not previously specified by the customer.
- The item was damaged during return shipment due to improper or insufficient packaging.
- The item being returned has been used or is no longer in new and resalable condition.
- The item comes from a company that imposes a restocking fee.
- The item is being returned after the 30-day return window.
You must take the time to inspect the packaging before you sign the delivery receipt from the carrier. If you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos of the damaged item and the box with shipping label clearly visible along with a brief description of the damage to firstname.lastname@example.org within 24 hours after delivery and we will process a claim on your behalf. Freight damage must be reported within 24 hours of arrival or the freight damage claim will not be valid. You will not be responsible for the shipping costs to return or replace the item. Do not refuse your shipment even if there is damage. In most situations, it is better to accept delivery of your order and allow us to address the problem on location. Refusing a shipment may cause a delay in the claims process and also result in a re-delivery charge. No goods are returnable for any reason without our authorization.
In the unlikely event your order is missing any items or parts, it is essential that you notify us within 24 hours of delivery. To report a missing item, please email email@example.com.
US Fire Pit Pros will not be held responsible for any missing item claims received beyond 24 hours.
Warranties vary depending upon the manufacturer. Please refer to your product manual or the "Warranty" tab on the product page to learn more about its warranty coverage.
Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.
Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together.
I loved this product but I unfortunately ordered the wrong one. I needed a ventless fireplace and they were so AMAZING with their customer service and getting my return processed!
love it, although company had to send us a new fire engine, stopped working, other than that ok. LOL thanks
Fire Glass arrived very quickly. Easy assembly. Quality workmanship.
Love the electric fireplace, fit in good, easy to operate, love the crystal look.
These round ceramic white balls are beautiful. Very modern and add a great pop to any fire table. Customer service is outstanding and professional. I would highly recommend. Thank you.
Searched several stores and fireplaces. Chose US fire pit pros and glad we did. Fast shipping, great communication and the fireplace is absolutely amazing.
Burner exceeded our expectations creates a beautiful flame pattern
Exactly what I needed for my outdoor fire pit. Easy to assemble. Looks sharp! Thanx for the expedited delivery!
Ordering from US Firepit pros was easy. Jordan was very helpful in understanding differences between fire pits I was looking at. Highly recommend t
Great communication, fast shipping and excellent product.
Correct cover, fits perfectly and high quality
Great service and discount. I would 100% buy from this company again. I got my warming trends burner kit and accesories in a week.
I found this cover to be the best price here so I jumped on it. While it was initially backordered, I received an email letting me know it was back in stock much faster than expected. The first one arrived directly from the manufacturer bent. I reached out to fire pit pros immediately and they arranged for the damaged top to be picked up a new one was sent out immediately. That one was perfect. The level of communication and professionalism from this company is outstanding and refreshing. I wish all customer service was this amazing. I’d buy from this store again in a heartbeat!
Was better than expected.