Shipping Policy

FREE SHIPPING on most orders over $129!*

$14.95 flat rate shipping on orders under $129.

Premium home delivery solutions starting at $249 per order!

*Some items may require a shipping surcharge due to unique properties and are calculated during checkout or made know to you, our customer, post purchase prior to shipping.

Shipping Rates & Fees

At Flame Havens, we offer FREE SHIPPING on select items, with some restrictions. Free and flat rate shipping options are available for deliveries within the 48 contiguous United States. Additional shipping fees apply for orders to Alaska and Hawaii.

**Occasionally, we receive notifications from our shipping partners that certain delivery addresses require additional fees due to challenging accessibility or unique circumstances. Since we ship nationwide, it’s impossible for us to anticipate every delivery situation at the time of purchase. If such a situation arises, we’ll reach out to discuss any additional fees that may be necessary. While we aim to keep shipping costs predictable, we can’t absorb fees that fall outside our typical shipping guidelines.

If you miss your scheduled freight delivery or need to reschedule, you may be responsible for any additional fees incurred.

If you need to update your shipping address:

  • Before Shipment: There’s no cost to update or change the shipping address before the order ships. Please contact us as soon as possible at +1 (888) 743-6421, info@flamehavens.com, or our CONTACT FORM.
  • After Shipment: If you need to change the address post-shipment, you will be responsible for any re-consignee or change-of-address fees.

    Small Parcel & Ground Orders

    Ground orders usually include smaller items like gas logs, fire glass, fire pit accessories, and similar products. If the box is manageable to carry, it’s likely shipped via a common carrier.

    We rely on, but are not limited to, trusted carriers like FedEx, UPS, and USPS for most ground orders. Once your order ships, we'll send you an email with tracking details. If you ordered online, you can also log in to your account to check your order status and access the tracking information.

    Ground shipments generally take 1-5 business days to arrive after they've been shipped. Please note that this transit time is in addition to the processing time needed to prepare your items for shipment. 

    Processing time: This is the time you see will on our website pages "Ships in "x" days or Weeks"

    Expedited Orders

    When time is of the essence, (1) expedited processing options and (2) expedited shipping options may be available, including manufacturer expedited fees + Overnight, 2 day, and 3 day shipping. Flame Havens offers these expedited services for an additional fee, upon request.

    Due to our products shipping from various warehouses and changing inventory levels, calculating accurate expedited shipping costs online can be challenging. If you need your order expedited, please reach out to our support team at +1 (888) 743-6421, info@flamehavens.com, or our CONTACT FORM. We'll gladly confirm inventory availability and help you secure the best price for expediting your order.

    *Expedited shipping cost is non-refundable.

    Freight Orders Options

    Free Curbside Shipping (FREE!): For most large freight orders, we offer free curbside shipping via the LTL freight carrier of our choice (This is the default shipping method for all freight orders). Curbside delivery means a single driver will unload your pallet and place it at the edge of your driveway or the nearest possible drop-off location, depending on the accessibility of your home. Please note that this service does not include delivery to your garage, backyard, inside your home, or any installation. It’s the customer’s responsibility to unpack the item, inspect the item, place the item where desired, assemble the item, and dispose of any packaging. Because freight orders are transported on large semi-trucks, often with up to 53' trailers, navigating narrow or tight roads can be challenging. As a result, standard freight orders include curbside delivery only. **Please review “Surcharge Curbside Shipping” & “Shipping Rates.”

    **Surcharge Curbside Shipping: Some items require a small surcharge for curbside delivery due to specific shipping factors. This service is the same as Free Curbside Shipping, with an added fee.

    Threshold Shipping: Upgrade to Threshold Shipping for delivery to the threshold of your home, such as your garage or front entrance. This service brings your order to the first dry area but does not include delivery to your backyard, inside your home, or installation. The customer is still responsible for unpacking, inspecting, placing, assembling, and removing any trash. Threshold deliveries can be added onto an order, upon request. 

    White Glove Shipping: Our premium service, White Glove Shipping, includes delivery to your backyard, provided there is reasonable access. This service features two or more delivery drivers (depending on the order's weight), who will inspect the item, unpackage it, place it where you want, complete up to 15 minutes of light assembly, and remove the old packaging. Please note that gas or electrical hookups are not included; you should consult a licensed professional for installation. White Glove deliveries can be added onto an order, upon request. 

    Need one of our premium delivery services? Click Here <--

    Freight orders typically involve larger items that can’t be shipped via common carriers or are too heavy to lift, such as fire pits, patio heaters, fireplace inserts, large quantities of fire glass, custom orders, and larger burner systems.

    These items are shipped on a pallet, and depending on the order's fragility, the pallet may be plastic-wrapped, strapped, or crated. We take great care to ship your order securely to ensure it arrives in perfect condition.

    LTL Curbside Shipping: FREE!
     LTL Threshold Shipping: $249 to $549+
     LTL White Glove Shipping: $349 to $649+

    What is Curbside Delivery (in more detail)?

    Curbside delivery means the driver will unload your order from the truck, but it’s your responsibility to move it to its final location on your property. The driver will not assist with this, nor is he required to. If your order is too large or heavy for the truck’s lift gate, you’ll need to make other arrangements to get it off the truck.

    The driver needs to have what he considers reasonable access to the end of your driveway. In rare cases, the driver might decide he can’t reach your property line or driveway for the delivery, such as in situations involving dirt roads, narrow cul-de-sacs, exceptionally long driveways, or busy highways. If this happens, you’ll need to coordinate with the freight company, which might involve meeting the driver at a more accessible location.

    The freight company will contact you before your delivery to schedule a time. An adult must be present to inspect and sign for the shipment. 

    If you miss your appointment or need to reschedule, you may be responsible for any additional fees.

    You’re also responsible for inspecting the shipment upon delivery. If you notice any damage to the packaging, make sure to note it on the ‘Proof of Delivery’ (POD) that the driver provides and contact Flame Havens immediately at +1 (888) 743-6421, info@flamehavens.com, or our CONTACT FORM. Please keep all packing materials (pallet, crate, wrapping, etc.) intact. Disposing of packaging can affect the eligibility for return or replacement (if needed). If you sign for the delivery without noting any damage, the freight company is released from liability, the responsibility falls on you and makes this very difficult for Flame Havens team to support you in case of any damages. To avoid this, please inspect the freight thoroughly before signing.

    Delivery Time: 2-10 Business days after you receive your tracking/PRO number.

    If you’ve got to this point, give yourself a pat on the back and/or round of applause! We genuinely appreciate your business and are committed to ensuring you have a positive experience with Flame Havens. If you have any questions or need assistance with shipping questions or concerns, please don’t hesitate to reach out to our customer support team. Thank you for choosing Flame Havens!