Shipping Policy

Starfire Direct offers FREE SHIPPING on all orders over $99!  If your order is less than $99, you only pay a flat rate shipping fee of $7.95.  

We use common shipping carriers such as FedEx, UPS & USPS for most all ground orders.  When your order ships, you will receive an email with your tracking information.  If you placed your order online, you can also login to your account to view your order status and retrieve the tracking information.

Ground Orders:  These types of orders typically consist of smaller items such as gas logs, fire glass, gas burners, umbrellas, and smaller things like these.  Basically, if you can carry the box, it is likely shipped via common carrier.

Expedited Orders:  These types of shipments are typically needed quickly by our customers.  Expedited services include Next Day Air, Next Day Air Saver, 2nd Day Air, and 3 Day Select.  Starfire Direct does offer expedited shipping at an additional charge.  Because many of our products ship from multiple warehouses and have fluctuating inventory, it is difficult to properly calculate the additional expedited shipping costs through our website.  If you need an order expedited, please call our helpful sales staff at (866) 578-8538.  We will be happy to validate the inventory and assist you with the best price to expedite your order.

Freight Orders:  These types of orders are typically larger products that can’t be shipped via common carrier or are too heavy to lift.  Examples of freight orders are fire pits, fully assembled patio heaters, fireplace inserts, large quantities of fire glass, custom orders, larger burner systems, and things like these.  When products are shipped freight, they come on a pallet.  Depending on the fragility of the order, the pallet might be plastic wrapped, strapped or crated.  We take your business seriously and do our best to ship your order in a way that will insure it’s complete arrival.

It’s important to note that since freight orders ship on a pallet, the truck used to transport your order is a large semi truck, typically hauling up to a 53' trailer box.  As you can imagine, these trucks have a hard time navigating through narrow, tight roads.  That is why FREE freight orders include “CURBSIDE” delivery only.  What is Curbside Delivery?  The driver must have what he deems 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 (examples might include dirt roads, narrow cul-de-sac, busy highways, etc.).  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 more convenient location.  As a courtesy to our customers, we offer FREE Liftgate Service with your freight shipment!  This means 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 at the time of delivery.  If you notice any damage to the packaging, you need to note the “Proof Of Delivery” (POD) that the driver gives you to sign and contact Starfire Direct right away at (866) 578-8538.  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.  To avoid the headaches surrounding this, please thoroughly inspect the freight prior to signing for it.

White Glove Delivery:  Some customers simply do not want to wait around for the freight company, haul the crate to their yard, unpack all of the products, assemble their item, and dispose of the waste.  If this sounds like something you'd rather not deal with, we do offer WHITE GLOVE DELIVERY to most locations.  On average, this can range from $350 - $500.  To find out if your order qualifies for this additional service, please contact us at (866) 578-8538 to get a quote.  

Occasionally, we get notice from our shippers that the delivery address will require additional fees due to extreme accessibility or unusual circumstances.  It is impossible for Starfire Direct to anticipate all delivery circumstances at the point of sale, especially since we ship all over the world.  Therefore, in the event we become aware of these types of situations, we will contact you to cover these additional fees.  We accept a "tolerance" for shipping fees, but cannot be held liable for additional fees that go above and beyond our typical shipping parameters.  

We are here to help you with your order.  If you have any questions about our shipping policies or want to double check your access prior to placing your order, please call us at (866) 578-8538.  We want to make sure you are happy with your purchase and are glad to assist.