Shipping policy
Aquafire Inc – Shipping Policy
By placing an order with Aquafire Inc, you agree to the terms and conditions outlined in this Shipping Policy. These terms are designed to ensure clarity, transparency, and a smooth delivery process for all customers. Please review this policy carefully prior to placing your order.
Order Processing & Lead Times
In-stock items typically ship within 1–3 business days from the date of order confirmation. Orders are processed Monday through Friday, excluding holidays.
We ship via UPS Ground, FedEx Ground, or LTL Freight, depending on order size and delivery requirements. Shipping times vary based on location, but most orders arrive within 7–10 business days after dispatch.
By placing an order with Aquafire Inc, you agree to the terms and conditions outlined in this Shipping Policy. These terms are designed to ensure clarity, transparency, and a smooth delivery process for all customers. Please review this policy carefully prior to placing your order.
Order Processing & Lead Times
In-stock items typically ship within 1–3 business days from the date of order confirmation. Orders are processed Monday through Friday, excluding holidays.
We ship via UPS Ground, FedEx Ground, or LTL Freight, depending on order size and delivery requirements. Shipping times vary based on location, but most orders arrive within 7–10 business days after dispatch.
Once your order ships, you will receive a confirmation email with tracking information.
Shipping Methods & Carrier Options
- Single Fireplace Orders:
- All single fireplace sizes can ship via UPS or FedEx Ground.
- An adult signature is required upon delivery.
- Customers may optionally select our Protected Shipment Service for an additional fee. This service guarantees a safe delivery and ensures shipping via LTL Freight with added handling care.
- Multiple Fireplace Orders (3 or More Units):
- Orders containing three (3) or more fireplaces, regardless of size, will ship via LTL Freight (Less-Than-Truckload) on a pallet.
- The freight carrier will contact the provided delivery phone number one business day prior to arrange an approximate delivery date and time window.
- By default, we include lift-gate delivery at no additional cost, meaning no special equipment is required to receive your order. If you do not require lift-gate service, please notify us during invoicing.
Important:
An adult signature is required for all deliveries—whether shipped via FedEx, UPS, or LTL Freight.
An adult signature is required for all deliveries—whether shipped via FedEx, UPS, or LTL Freight.
Failed Delivery Attempts
If a shipment is returned to Aquafire Inc due to failed delivery attempts on a signature-required order (two or more unsuccessful attempts), the buyer will be responsible for:
- The cost to hold the order, and/or
- Reship the order, and
- A $99 reprocessing fee before the item is resent.
To avoid delays or fees, please ensure that someone is available to sign for your delivery at the scheduled time.
Important! Inspect Your Delivery
Before signing the carrier’s delivery receipt or electronic tablet:
- Carefully inspect the exterior packaging for any visible damage.
- Note any damage directly on the carrier’s paperwork or device before signing.
- Request a copy of the signed documentation for your records.
- Take clear photos of any damaged packaging prior to unboxing. Photos are required for damage claims.
After documenting, proceed to unpack and inspect the unit carefully. If you discover hidden damage, contact Aquafire Technical Support immediately.
(Refer to our Return Policy for additional details on damaged or defective returns.)
(Refer to our Return Policy for additional details on damaged or defective returns.)
Testing Your Unit
Even if you do not plan to install your Aquafire unit immediately, please test your unit within 3–4 days of receipt to confirm proper functionality.
If you encounter any issues, contact our Technical Support Team for assistance support@aquafire.com.
All Aquafire units are covered by a manufacturer’s warranty (2-year residential, 1-year commercial), and most repairs can be easily performed with remote guidance from our support department.
(See Return Policy for more details.)
Lost or Missing Accessories
Please note that certain accessories are packaged inside the Styrofoam surrounding your fireplace unit. This includes the power adapter, fill/drain hose, and remote control. These items are not covered under warranty if misplaced or discarded during unboxing.
Please double-check all packaging materials before disposal.