Pilgrim Matte Black Portfolio Fireplace Tool Set

Order Confirmation and Shipment

As soon as you place an order, you’ll receive an automated confirmation email. Once payment is processed, we will ship your product within 1-3 business days unless otherwise noted. Once shipped, you’ll receive a tracking number by email to monitor your delivery.

Delivery can take from 3 to 10 business days to reach most states in the continental U.S or even earlier, depending on your location. 

We offer free shipping on all orders over $250 and no sales tax (except WY, PA)

If you don’t receive a confirmation or tracking number, please check your spam folder. If it's not there, please contact us at info@fyredirect.com.

Important Shipping Information

When shipping larger items like stoves, fire places or fire pits, our freight companies use curbside delivery via tractor-trailer, requiring reasonable access to your driveway. The driver will remove your item from the truck, but you are responsible for moving it to your desired location.

Drivers usually call to schedule delivery, yet we recommend monitoring your tracking info and contacting the freight company when it reaches your area.

Freight Company Contact Details (have tracking number ready):

• FedEx Freight: (800) 463-3339
• YRC: (800) 610-6500
• USF Holland (Central & Midwest): (800) 456-6322
• USF Reddaway (Western States): (888) 420-8960
• ABF Freight: (800) 610-5544
• Saia: (800) 456-7296
• XPO: (800)-755-2728

Smaller items and accessories purchased separately will be shipped via UPS, FedEx, or similar carriers. Once your order is processed, you’ll receive a tracking number to monitor your shipment and the estimated delivery date. 

30-Day Returns and Cancellation Policy

Refunds on canceled orders will be paid back to the card on which the order was placed. You have 30 days from the day the order was placed to return your product. Some manufacturers require that we charge a 20% restocking fee.

If a delivery is refused for any reason other than a damaged product, a restocking fee may be charged to the card on file. Returns are accepted within the first 30 days of purchase but are subject to restocking fees from certain manufacturers. All returns after 30 days will not be accepted. All customers will be required to pay for return shipping. 

Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.

Order Confirmation

• You will receive an order confirmation email as soon as you place your order.  This means that we have authorized your credit card for the purchase and are preparing your order for shipment.  
• As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.  
• If your item is on backorder or unavailable, we will reach out to you via email.
• If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

Order Shipment

• If your order is in stock and your credit card is approved by our fraud guarantee department, the product ordered will ship within 1-3 business days from the date of your order.  
• We offer Free shipping to the lower 48 States on all orders over $250.
• Customers will be responsible for shipping surcharges if their shipping address does not qualify for our free shipping offer (This is usually for remote areas). Please note that if there is an additional charge, this will be communicated to you by email after the order has been placed. A surcharge is an additional fee added to the base cost of the product or service. It is typically applied to cover extra expenses or special conditions, such as shipping to a remote or hard-to-reach location, expedited delivery, or handling fees.  
• We will send you the tracking information within 24 hours to the email address you provided when checking out.  
• We ship daily via various Freight Companies listed above, UPS Ground, FedEx Ground, and Freight to the lower 48 states. Smaller-sized products will ship the same day as ordered if the order is submitted before 1 pm MST (some exceptions apply; some part & freight orders may not ship until the following day).  
• Some parts orders and freight shipments are subject to shipping the following business day if the order is placed close to the 1 pm cut-off time.
• Shipping costs are included with any unit going ground to the lower 48 states. 
• We do not offer Cash On Delivery.  
• A phone number is required by the freight company so a delivery appointment can be made.  
• Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment.  
• A delay in delivery may also cause additional storage fees to accrue that will need to be paid before delivery.

Damaged Product Policy

At Fyre Direct, we take great care to ensure your products arrive in perfect condition. However, in the rare event that a product arrives damaged, we kindly ask you to follow the steps below:

1. Inspect Upon Delivery:
   Please inspect the package thoroughly before signing for it. If you notice any visible damage to the packaging or product:

• Refuse the shipment and notify the delivery personnel. Ask for the damaged product to be returned to us, then notify us by email at info@fyredirect.com with your order number. Then we will promptly send you a replacement at no additional cost.

2. After Delivery Inspection:
If you discover any damages after the package has been signed for and accepted, please:

• Take clear photos of the damaged product and packaging.
• Email the photos along with your order number and details to info@fyredirect.com as soon as possible.

We will work quickly to resolve the issue and provide you with the necessary support to either replace the damaged item or issue a refund where applicable. 

Thank you for your understanding and cooperation. 

Cancellations & Refunds

We understand that plans can change, and we strive to accommodate order cancellations when possible. Please review the following guidelines regarding cancellations:

• Before Order Processing:
  If you wish to cancel your order before it has been processed or shipped, no cancellation fee will apply. You can contact us at info@fyredirect.com to cancel your order without any additional charges.

• After Order Processing:
  If the order has already been processed or prepared for shipment, a restocking fee of 10% of the product’s value may apply. This fee covers the cost of handling and preparation for shipment.

• After Shipment:
  If your order has been shipped, cancellations will incur both a restocking fee of 20% and any applicable return shipping costs. Please get in touch with usat info@fyredirect.com as soon as possible to arrange the return and refund process.

• Customized or Special Orders:
  Orders that involve customization or special handling may not be eligible for cancellation once production has begun.

If you have any questions or need assistance with an order cancellation, please contact our customer service team at info@fyredirect.com.

• If your item is on backorder and you accept the backorder, we will hold your payment until the product ships. If you decide to cancel before a backorder arrives and is processed for shipping, we will not charge a fee.
• Refunds will only be issued to the original credit card that you used when placing your order.

Backorders

• From time to time, a product may run out of stock, and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting an item sooner.
• The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival or the factory missing a certain part needed to complete the manufacturing process.
• If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different product, or cancel the order altogether.
• Once back orders arrive, we will notify you by email with your estimated ship date, and you will receive an email with tracking information within 1-3 business days.

This section will give you the essential information about what to expect with the delivery of your item. If you purchased one of our large and heavy items your item will ship freight. LTL will be delivered via a lift gate truck.

Shipping Surcharge Policy for Hearth Pads

Shipping for hearth pads is free when purchased together with a stove.

If purchased separately, a shipping surcharge will apply, and the fee will depend on your location. This surcharge reflects the size and weight of the hearth pads. Please note that this applies to all Hearth Pad brands except ComfortBilt. We ship hearth pads from our suppliers' warehouses in Indiana (IN) and Washington (WA).

After you place your order, we will contact you via email to confirm any additional shipping costs before processing your order.

Shipping to Remote Areas

It is possible to deliver our products to most cities in remote areas. However, additional shipping costs will apply due to higher logistics costs associated, among other things, with air transport.

Regions that are subject to a surcharge include, but are not limited to the following:

• * US Territories or Protectorates (US Virgin Islands, Puerto Rico, Guam, etc.)
• * Alaska and Hawaii
• * Yukon, Nunavut, and the Northwest Territories of Canada
• * Anticosti Island

Please email info@fyredirect.com before you purchase so we can provide you with a freight quote before payment is made.

Liability in the Event of Transport Damages – Remote Areas

We take every precaution to carefully package your items to ensure they arrive intact. However, if we need to ship an item again, due to damage caused during transportation, we will not be held responsible for the freight costs to re-transport. We will however, work with you to resolve the issue in the most efficient way possible.

Important Freight LTL Shipment

1. When the item reaches your city or a city near yours, the dispatcher will call you to set up a future delivery date and time with you. The item will not be delivered until you set up this appointment.
2. You need to be at the delivery address during the delivery window to receive and sign for the item.
3. The dispatcher will let you know what dates they have available. Delivery appointments can only be scheduled Monday through Friday. The delivery times can only be scheduled in delivery windows of 8 am - 12 pm or 12 pm - 4 pm. Depending on the freight company, the delivery window may differ. Fixed delivery time cannot be scheduled. Example 9:00 am. It can only be scheduled in a delivery window time frame.
4. Please make sure the phone number you entered at checkout is a good number to contact you at.
5. Don't screen your calls until your item has been delivered.
6. The item will be delivered via a lift gate truck with one delivery person. It will be placed at your door or the closet area near your door. Due to the large size, it may not be possible to be placed at your door.
7. Be sure to keep all your packing materials including the pallet. If you decide to return the item, you will need to have all the original packing materials.

How to Handle Exceptions or Discrepancies at the time of Product Delivery (Carton packaging appears to have some damage, such as ripped, holes, large dents, open carton, or items are missing):

• Carton damage requires visual inspection of the contents of the unit.
• Fyre Direct recommends IMMEDIATE inspection, with the driver present, to verify the damage. If contents are damaged, indicate damage on the carrier’s paperwork and notify Fyre Direct immediately.
• IMPORTANT: If contents cannot be inspected immediately, notation on the carrier's paperwork must state: “Carton damage, subject to inspection” and list type of damage.
• Contents must be inspected within 48 hours of arrival, and actual damage reported to the carrier

Carton packaging has excessive damage to the exposed product:

• Refuse shipment
• Sign carrier paperwork: “Carton damaged and refused.”
• Notify Fyre Direct immediately.