FAQ - The FirePits Collection

Welcome to The FirePits Collection FAQ page. Below, you'll find answers to the most commonly asked questions about our products, shipping, returns, and more. If you need further assistance, feel free to contact us at support@thefirepitscollection.com or +1(514) 561-0805.

General Questions

1. Where can I purchase products from The FirePits Collection?

You can purchase all our products directly from our website at www.thefirepitscollection.com.

2. Do you offer free shipping?

Yes! We offer free standard shipping on all orders within the United States.

Shipping

3. Where do you ship to?

We currently ship to the United States. We plan to expand our shipping destinations in the future, so check back regularly for updates.

4. What are your shipping costs?

We offer free standard shipping on all domestic orders within the USA.

5. How long does it take to process my order?

Orders are processed within 1-2 business days (Monday to Friday, excluding holidays). Orders placed before 5:00 PM EST will begin processing the same day.

6. What is the estimated delivery time?

Standard Shipping: 2-7 business days.

Total Estimated Delivery Time: 3-9 business days (processing + shipping).

7. Which carriers do you use for shipping?

We use reliable carriers such as USPS, DHL, UPS, and FedEx. All shipments are insured and come with tracking information, which will be sent via email once your order is shipped.

8. How do I track my order?

You will receive an email with your tracking number, carrier name, and a link to track your package. If you need further assistance, contact our Customer Service team.

Returns and Refunds

9. What is your return policy?

We accept returns within 30 days of receipt. Items must be unused, undamaged, and in their original packaging with all labels and tags attached.

10. How do I initiate a return?

Contact us at support@thefirepitscollection.com or call +1 (514) 561-0805 within 30 days of receiving your product. Provide your order number and reason for the return (not mandatory), and we will provide you with detailed return instructions, including a Return Merchandise Authorization (RMA) number and a prepaid UPS shipping label.

11. Who covers return shipping costs?

We provide a prepaid UPS shipping label for all returns, so you don’t need to worry about return shipping costs.

12. Are there any restocking fees?

For returns due to a change of mind, a 25% restocking fee will be deducted from the refund amount.

13. When will I receive my refund?

Refunds are processed within 7 days of receiving and inspecting the returned item. 

14. What should I do if my product is defective or damaged?

Notify us within 48 hours of receiving your order. Provide photos or videos of the defect or damage, and we will arrange for a replacement or a full refund.

15. What if I receive the wrong product?

If you receive an incorrect product, contact us immediately. We will cover the return shipping costs for the incorrect item and send you the correct product.

16. Can I exchange a product?

Yes, exchanges are accepted for defective, damaged, or incorrect items. Contact our Customer Service team to initiate an exchange.

Orders

17. Can I cancel my order?

Yes, orders can be canceled for a full refund if they have not yet been shipped. If the order has already shipped, you can return the product by following our return process.

18. What happens if my product doesn’t arrive?

If your order does not arrive within the estimated delivery time, contact us at support@thefirepitscollection.com. If the package is confirmed lost, we will issue a full refund or send a replacement.

19. What if I provided the wrong shipping address?

Ensure your shipping information is accurate before placing your order. If a package is returned to us due to an incorrect address, additional shipping charges may apply.

Exceptions

20. Are there any items that cannot be returned or refunded?

Yes, the following items are non-returnable and non-refundable:

- Custom or personalized products.

- Gift cards.

- Downloadable software products.

Contact Us

If your question was not answered here, our Customer Service team is happy to assist you:

- Email: support@thefirepitscollection.com

- Phone: +1 (514) 561-0805

- Address: 30 rue Jacques-Poupart, Coteau-du-Lac, Quebec, J0P 1B0, CAN

Thank you for choosing The FirePits Collection! We’re committed to providing excellent service and high-quality products.