Shipping Policy

GROUND SHIPPING

Ground shipping provides delivery for smaller items using carriers such as FedEx, UPS & USPS. When your order ships, you will receive an email with your tracking information. For larger items see freight shipping below.

FREIGHT SHIPPING

Freight Shipping is used for larger products that can’t be shipped via common carrier or are too heavy to lift. When products are shipped freight, they come on a pallet or in a shipping crate. The pallet might be plastic wrapped or strapped. We take your purchase seriously and do our best to ship your order in a way that will insure its safe undamaged arrival.

It’s important to note that since freight orders ship on a pallet or in a crate, the truck used to transport your order could be a large semi-truck hauling a large trailer box. These trucks have a hard time navigating through narrow tight roads. That is why Freight orders include curbside delivery only. If you need your order moved somewhere else you can contact the freight company prior to delivery and see if they offer "Inside Delivery" service. This service will take your freight and have it moved into your garage only. Additional charges may apply. The driver must have what he deems is 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. 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 different location. 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 for damage at the time of delivery. If you notice any damage to the packaging, you need to make a note on the Bill of Lading sheet, "Freight Refused Due To Damage" and have the freight company take the damaged unit with them. DO NOT SIGN FOR ANY DAMAGED FREIGHT. If you find damage during your inspection contact Freedom Fire Pits right away at (888) 978-0554. 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. So please thoroughly inspect the freight prior to signing for it.

Occasionally, we get notice from our shippers that the delivery address will require additional fees due to accessibility or unusual circumstances. It is impossible for Freedom Fire Pits to anticipate all delivery circumstances at the point of sale. In the event we are notified by the shipper of these types of situations, we will contact you to cover these additional fees. We cannot be held liable for additional fees that go above and beyond our typical shipping parameters.

IMPORTANT SHIPPING NOTES FOR FREEDOM COLLECTION FIRE PITS

The lead times will vary depending on which items and what color. Some products may be in stock, others may require time to manufacture. Typical lead times for The Outdoor Plus is 4-5 weeks. These lead times can change at any time due to unforseen circumstances. If delivery times are a concern please contact us prior to ordering so we can give you the most accurate information available. Freedom Collection products ship from California.

If shipping to Hawaii or Alaska, please contact us for a custom shipping quote. All shipments to Nantucket Island and Martha's Vineyard will be shipped to Cape Cod Express only and all island delivery charges are the responsibility of the ultimate consignee.

PRODUCT WARRANTY

Product Return Policy: No returns on made-to-order goods. No returns on custom features. NO EXCEPTIONS. If a product is delivered incorrectly, it is the recipients responsibility to notify TOP within 48 hours. TOP is not responsible for incorrect or damaged packages and shipments 48 hours after they have been received.

Product Testing Program If you believe a unit or component you received is defective, The Outdoor Plus will gladly test any component at TOP’s facility. TOP will cover shipping back to you.

Defective If a product is found to be defective, The Outdoor Plus will repair or replace the item at their discretion. TOP will absorb all costs of outgoing freight and replacement costs if product is in warranty.

Non-Defective If the product is found to be non-defective it will be returned to the customer - no credit will be given.

TOP Error If a return is needed due to a mistake on TOP’s part, we will issue an RMA and Return Services Label. When products are received at TOP, credit will be issued for the products and the outgoing freight on the original invoice.

Customer Error If an RMA is asked for and covers current new products in the original package, we will authorize the return. The customer is responsible for the return shipping. When products are received we will issue credit for the original customer cost minus a 25% restocking charge. Custom Orders DO NOT APPLY

Freight Policy All orders will be shipped FOB Ontario, California, with a standard shipping carrier selected by TOP, unless customer specifically requests their own carrier and account. A Freight quote may be requested in advance. TOP works diligently with standard carriers to achieve the best discounts available.

Non-Transferable Warranty The product warranty is only valid for the original owner and does not transfer or reset with a change in ownership.

PRODUCT WARRANTY TERMS

• This commences from the date of original sale/shipment from The Outdoor Plus.

• The warranty on parts and in-house labor will apply only to claims presented to us by TOP’s original customer and is in lieu of all other warranties expressed or implied.

• The defective product must be sent back to TOP with a Return Merchandise Authorization (RMA) issued by TOP for that specific product which states the nature of the defect or warranty claim. The original purchase information will be required.

• Product to be returned should be packed carefully. The Outdoor Plus is not responsible for shipping damage on returned items.

• RMA’s are only valid for 30 days which states the nature of the defect or warranty claim after the expiration date.

• The RMA number must be indicated on the outside of the return package and a copy of the RMA should be placed in the package with product.

• TOP is not responsible for damages caused by water, overheating, modification, abuse, improper storage, installation, or maintenance.

• TOP is not responsible for surface level rust on stainless steel products.

• TOP is not responsible for the actions of third parties, including negligence of the installer.

• Any labor involving installation or maintenance with the unit is not covered.

• This warranty excludes claims for incidental or consequential damage and indirect collateral expenses arising from product defects or warranty recovery. Product manufactured by TOP including cLCus, UL, or CSA Certified models, cannot be altered or modified in any way.

• The Outdoor Plus strongly advises the use of a Stainless Steel Cover or Canvas Cover to protect your Fire Pit or Bowl from harsh weather. Keeping your feature covered when not in use extends its lifespan. Remove the cover before operating to avoid voiding the warranty

• The Outdoor Plus Company is not liable for damages caused by any third-party moving companies. Customers are advised to ensure their chosen movers are careful and insured.

• The Outdoor Plus is not liable for any damages or failures arising from the installation of our Ignitions on a third-party’s product. All ignition types must be installed with The Outdoor Plus product.

• The Outdoor Plus is not liable for any damages or malfunctions resulting from the use of third-party products.

PRODUCT WARRANTY WHATS COVERED

Electronics, Gas Valves, & Pilot Assembly Commercial - 6 Months | Residential - 1 Year Warranty valid only with the purchase of a Pan & Burner Kit or a Complete Fire Feature.

Stainless Steel & Aluminum Pans Commercial - 1 Year | Residential - 5 Years

Burner Ring & Burner Bars Lifetime Warranty

Fire Pits/Bowls/Fireplaces/Paradise Falls/ GFRC/Powder Coat/Stainless Steel 1 Year Warranty

Self-Contained Units Commercial - 6 Months | Residential - 1 Year

LED Lighting Commercial - 6 Months | Residential - 1 Year

Torches 1 Year Warranty Canvas Covers 1 Year Warranty

Stainless Steel Covers 1 Year Warranty

Wind Guards 1 Year Warranty - Does Not Cover Cracking

Copper/Corten Steel Products Natural Weathering is not warrantied

Electrodes & Spark Igniters Not Warrantied (due to lifespan)

Ready-To-Finish Products Not Warrantied (due to the unfinished nature of the product)

Custom Products Not Warrantied

Ornaments & Media Not Warrantied (due to direct heat)

REFUND POLICY

At Freedom Fire Pits, our vendors take pride in their Made-To-Order products. Each item is carefully crafted to meet the specifications provided by our customers. However, we would like to remind our customers that once they start the process of making their purchase, they use resources and materials to create their unique product. As a result, they have a strict no-return policy on Made-To-Order products.

We encourage our customers to carefully review their orders before finalizing the purchase. By placing the order, the customer acknowledges, understands, and accepts our no-return policy. It is important to note that once the order is in progress, it cannot be canceled or modified.

QUALIFYING RETURNS

At Freedom Fire Pits, we understand that mistakes can happen during the purchasing process. In the event that a customer experiences a qualifying refund, we are committed to working with them to rectify the situation in a timely manner.

In order to be eligible for a qualifying refund, the customer must meet certain requirements. Firstly, they must notify us within 24-48 hours if they wish to cancel or exchange the product. After 24-48 hours, the policy will automatically change to store credit since the product has already started production and materials have been used to start manufacturing the product. A qualifying refund occurs when the customer made a purchasing mistake, and the mistake will be reviewed by our staff as to its eligibility. However, not all errors in purchasing will qualify for a refund. We reserve the right to determine whether a refund qualifies or not.

If a customer is eligible for a qualifying refund, payment will be issued as refund back to their credit card, but they must note that a 3% processing fee will apply. The customer will be responsible for paying this fee.

After 48 hours, any order cancellation request may be approved at the discretion of Freedom Fire Pits. A 20% cancellation fee will be charged on all approved refunds. 

We believe that our policy for qualifying refunds is fair and provides our customers with a reliable and efficient way to handle human errors during the purchasing process. If you have any questions or concerns about our policy, please do not hesitate to contact us. Our customer service team is always here to help.

⚠️  PROP 65 WARNING  ⚠️

WARNING: This product can expose you to chemicals including Lead and Lead Compounds, which are known to the state of California to cause cancer, and Carbon Monoxide, Lead and Lead Compounds which are known to the state of California to cause birth defects or other reproductive harm. For more information go to www.P65Warnings.ca.gov.

ADVERTENCIA: Este producto puede exponerlo a productos químicos como el plomo y los compuestos de plomo, sabidos por el estado de California como causa de cáncer, y el monóxido de carbono, el plomo y los compuestos de plomo, sabidos por el estado de California como causa de defectos de nacimiento u otros daños reproductivos. Para obtener más información www.P65Warnings.ca.gov.