Shipping Policy

FREE SHIPPING ON ALL PRISM HARDSCAPES FIRE PIT ORDERS OVER $1999

GROUND SHIPPING

Ground shipping provides delivery for smaller items using carriers such as FedEx, UPS & USPS. When your order ships, you will receive an email with your tracking information. For larger items see freight shipping below.

FREIGHT SHIPPING

Freight Shipping is used for larger products that can’t be shipped via common carrier or are too heavy to lift. When products are shipped freight, they come on a pallet or in a shipping crate. The pallet might be plastic wrapped or strapped. We take your purchase seriously and do our best to ship your order in a way that will insure its safe undamaged arrival.

It’s important to note that since freight orders ship on a pallet or in a crate, the truck used to transport your order could be a large semi-truck hauling a large trailer box. These trucks have a hard time navigating through narrow tight roads. That is why Freight orders include curbside delivery only. If you need your order moved somewhere else you can contact the freight company prior to delivery and see if they offer "Inside Delivery" service. This service will take your freight and have it moved into your garage only. Additional charges may apply. The driver must have what he deems is reasonable access to the end of your driveway. On rare occasions, the driver may determine that he cannot access your property line or driveway for your curbside delivery. If this happens you must make arrangements to get your order from the freight company, which at times could mean meeting the driver at a different location. The driver will take your order off the truck for you, but you are responsible for moving the order to where it needs to go on your property. The driver will not offer assistance in this regard, nor is he obligated. If your order exceeds the lift gate size or weight limits, you will need to make arrangements to get your order off of the truck.

The freight company will call you prior to your delivery to schedule the delivery. An adult must be present to inspect and sign for the shipment. If you miss your appointment or need to reschedule your delivery, you may be responsible for additional fees incurred. You are responsible for inspecting the freight shipment for damage at the time of delivery. If you notice any damage to the packaging, you need to make a note on the Bill of Lading sheet, "Freight Refused Due To Damage" and have the freight company take the damaged unit with them. DO NOT SIGN FOR ANY DAMAGED FREIGHT. If you find damage during your inspection contact Freedom Fire Pits right away at (888) 978-0554. If you sign for the freight delivery without noting the damage, the freight company is released from liability and the responsibility now falls on you, the customer. So please thoroughly inspect the freight prior to signing for it.

Occasionally, we get notice from our shippers that the delivery address will require additional fees due to accessibility or unusual circumstances. It is impossible for Freedom Fire Pits to anticipate all delivery circumstances at the point of sale. In the event we are notified by the shipper of these types of situations, we will contact you to cover these additional fees. We cannot be held liable for additional fees that go above and beyond our typical shipping parameters.

IMPORTANT SHIPPING NOTES FOR PRISM HARDSCAPES FIRE PITS

The lead times for Prism Hardscapes Fire Pits will vary depending on which items and what color. Some products may be in stock, others may require time to manufacture. Products in the color Pewter will have a typical lead time of 4-5 weeks. Products in our other colors typically have a 5-6 week lead time. Portos of any color will have a 8 week lead time.These lead time can change at any time due to unforseen circumstances. If delivery times are a concern please contact us prior to ordering so we can give you the most accurate information available. Prism Hardscapes products ship from Stanton, California.

If shipping to Hawaii or Alaska, please contact us for a custom shipping quote. All shipments to Nantucket Island and Martha's Vineyard will be shipped to Cape Cod Express only and all island delivery charges are the responsibility of the ultimate consignee.

WARRANTY POLICY

REFUND POLICY

At Freedom Fire Pits, our vendors take pride in their Made-To-Order products. Each item is carefully crafted to meet the specifications provided by our customers. However, we would like to remind our customers that once they start the process of making their purchase, they use resources and materials to create their unique product. As a result, they have a strict no-return policy on Made-To-Order products.

We encourage our customers to carefully review their orders before finalizing the purchase. By placing the order, the customer acknowledges, understands, and accepts our no-return policy. It is important to note that once the order is in progress, it cannot be canceled or modified.

QUALIFYING RETURNS

At Freedom Fire Pits, we understand that mistakes can happen during the purchasing process. In the event that a customer experiences a qualifying refund, we are committed to working with them to rectify the situation in a timely manner.

In order to be eligible for a qualifying refund, the customer must meet certain requirements. Firstly, they must notify us within 24-48 hours if they wish to cancel or exchange the product. After 24-48 hours, the policy will automatically change to store credit since the product has already started production and materials have been used to start manufacturing the product. A qualifying refund occurs when the customer made a purchasing mistake, and the mistake will be reviewed by our staff as to its eligibility. However, not all errors in purchasing will qualify for a refund. We reserve the right to determine whether a refund qualifies or not.

If a customer is eligible for a qualifying refund, payment will be issued as refund back to their credit card, but they must note that a 3% processing fee will apply. The customer will be responsible for paying this fee.

After 48 hours, any order cancellation request may be approved at the discretion of Freedom Fire Pits. A 20% cancellation fee will be charged on all approved refunds. 

We believe that our policy for qualifying refunds is fair and provides our customers with a reliable and efficient way to handle human errors during the purchasing process. If you have any questions or concerns about our policy, please do not hesitate to contact us. Our customer service team is always here to help.

⚠️  PROP 65 WARNING  ⚠️

WARNING: This product can expose you to chemicals including Lead and Lead Compounds, which are known to the state of California to cause cancer, and Carbon Monoxide, Lead and Lead Compounds which are known to the state of California to cause birth defects or other reproductive harm. For more information go to www.P65Warnings.ca.gov.

ADVERTENCIA: Este producto puede exponerlo a productos químicos como el plomo y los compuestos de plomo, sabidos por el estado de California como causa de cáncer, y el monóxido de carbono, el plomo y los compuestos de plomo, sabidos por el estado de California como causa de defectos de nacimiento u otros daños reproductivos. Para obtener más información www.P65Warnings.ca.gov.