Our Safe Ship Promise
Always Free.
Always Insured.
We insure every item we ship so that you don't have to worry about receiving your item(s) damaged.
Just contact us and we will work your freight claim from start to finish. If damage occurs during transit we will get you a replacement in no time free of charge.
Order Confirmation:
As soon as you place your order you will receive an order confirmation e-mail. 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 automatically check to confirm that your order is in stock and available for immediate shipment. If your item is on backorder or unavailable we will void the pre-authorization and reach out to you via e-mail to see if alternate arrangements can be made.
If your item(s) are available for immediate shipment (within 5 business days) we will process the charges and get to work preparing your order for shipment.
Order Shipment:
If your order is in stock and we process the charges to your credit card it will ship within three business days from the date of your order.
We will send you shipping confirmation within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.
If you do not receive shipping confirmation from us within four business days of your order feel free to follow up with us at info@flameexperience.com.
Large, Heavy Items:
Our larger, heavier items will be shipped freight via a freight carrier like R+L Carriers, Estes, SAIA, FedEx or UPS Freight. These shipments are delivered curbside. A delivery appointment and an adult signature are required to receive the shipment.
Curbside delivery service provides delivery of your item(s) to the curb at the end of your driveway. This service does not include set up or assembly of items or removal of packaging materials. Your item will be delivered on a lift gate truck and will be taken off the truck by the delivery driver.
Disclaimer: We have no influence over the carrier's operations and we cannot make a package within their system move any quicker. We do not issue refunds if your package is not delivered at the time you want it. If you have a deadline, please order early to avoid disappointment.
International Orders:
We will handle orders to Canada and Mexico, but these customers must arrange their own shipping and be responsible for all import taxes.
We do not ship products outside of the US, Canada, and Mexico.
Receiving Your Order:
To protect yourself in case of any damages and make the process of replacing the damaged and/or missing items a smooth process, adhere to the following steps:
- Take your time. Don't rush acceptance of delivery.
- Take picture of the package before delivery driver leaves.
- Inspect box for damages.
- Open box to inspect your item for damage prior to the delivery driver leaving.
- If the item is damaged, write "Damage" on the delivery receipt and refuse item.
- If you didn't have a chance to open the box and thoroughly check, write "Subject to concealed damage" on the delivery receipt, then sign.
Inspect your delivery carefully. Report any damaged or missing items within 24 hours of delivery to info@flameexperience.com. Please retain all original packaging (including shipping pallet, if applicable) in the event that a return is required.
Damages:
If your order arrives damaged, you may return the item for a replacement or a full refund, as long as you report the issue within 24 hours and write "Damaged" on the delivery receipt. Do not accept package if you notice damage.
If your item(s) do arrive damaged please send photos to info@flameexperience.com. Then visit our Return and refund policy page and file your return claim.
Email: info@flameexperience.com
Phone: +1 (877) 806-4591