Frequently Asked Questions (FAQ's)

Many Common Questions Are Answered Here.

This page has answers to our most frequently asked questions, you may find your answer here. You can select a link above to see our terms and policies or to contact us.


Ordering

How Do I Place An Order?

Place Orders Online - When you place an order through our website, you will find it safe, easy, and fast. You can make changes and review what you have entered before your order is placed and a confirmation email will be sent directly to you. To keep your information safe and secure, we use 128-bit SSL, which is the highest encryption protection commercially available.

What Are My Payment Options?

  • Credit Cards – We accept American Express, Discover, MasterCard, and Visa.
  • PayPal – Use your PayPal account. PayPal is a trusted leader in online payments.
  • Google Checkout – Use your Google checkout account for quick, easy, secure purchase.

Please note: Orders placed with PayPal, Google, or by credit card will be processed immediately. Credit Card payments require confirmation that the billing address is a verified address with the cardholder.

Do I pay sales tax?

We do not charge Sales Tax within the USA except on orders shipped to the state of Washington and Picnic Time produts shipped to California. The exact tax will be shown in the checkout page after you have entered the shipping address.

Do I get an order confirmation?

After you have completed your order, you will automatically be sent a confirmation email to the address you entered during checkout. This confirmation will include both a receipt for your payment and your order number. This email is your receipt – if by chance you lose it, please let us know, and we will be happy to provide a copy. Please review it upon receipt to check for any errors. Let us know immediately if there are any problems.

If you do not receive an Order Confirmation email from us, please contact us by email or telephone to resolve the issue. If you did not receive your order confirmation there may be an error in your email address in our records. We will be glad to provide a new order confirmation immediately.

Shipping

When will my order arrive?

Most of our suppliers ship their products in 1 to 2 days. Custom items such as personalized fire pits will take longer. To give you an idea of when it will leave the warehouse check the ‘Usually Ships Within’ time listed on the product detail screen of the item you are ordering.

Actual delivery of your order will then take the following additional amount of time to arrive depending on how your package is being shipped:

  • Parcel Freight Standard Ground Service: The average shipping time is 3 to 6 days depending on where you are in relation to the shipping warehouse (The USPS sometimes may take a little longer).
  • Parcel Freight Express Services: 3 Day, 2nd Day, or Next Day are self-explanatory. Please note that this will not affect the pre-ship processing time in any way.
  • Truck Freight: After your order has been shipped, the item will usually be delivered in 4 to 7 days. If the item is being delivered to a residential address, an appointment for a delivery time will be made upon the arrival of your order at the local terminal. For deliveries to a commercial address, no appointment will be made. However, if you anticipate that there will be no one to accept the delivery on delivery day, call the shipper to arrange an appointment.

Your order confirmation email will include approximate delivery schedule and tracking information.

What time will my order arrive?

Delivery times will depend on the local delivery schedule of the carrier, and it may not be possible to make an appointment. Generally, parcel freight ground delivery is available Monday to Saturday 9am to 8pm.

Do I need to be there when my order arrives?

  • Parcel Freight: For ground and express shipments you usually do not have to be there. A signature is not typically required. If you are not there to accept delivery, the product will be left if it is safe to do so. If it is not safe to leave the package (at the discretion of the delivery personnel according to the carriers’ policies) or if a signature is required the product will not be left at the address and you will be notified by the carrier of attempted delivery.
  • Truck Freight: In general, a signature is required and somebody must be there to receive the order. The shipping company will call you in advance to schedule a delivery appointment window. Please note that if you are not available for a delivery appointment or the carrier cannot contact you, the order will be held for you for several days at the carriers’ facility. After a couple of days there may be a storage charge from the carrier for this service. After a reasonable time, the order will be returned to the manufacturer for credit according to the manufactures returns policy. See 'Returns Policy' for complete information.

Where is truck freight delivered to?

The carrier generally delivers the package to the front curb or driveway at the shipping address (parking lot or stairway landing in the case of multi-floor apartments). It is the customer's responsibility to bring the product into the house, garage or apartment. If the item is heavy please make sure that you have assistance to move it. Inside delivery across the threshold of your residence may also be available from the carrier at an extra charge.

For more information on shipping see our 'Shipping Policies'. If you have any other questions about shipping we are here to help you. Go to 'Contact Us' to give us a call or send an email.

Warranties

All products offered at our store are new and backed by the manufacturers' warranties. The terms of the warranty, such as length and what it applies to vary from company to company: All products are supported in accordance with the terms and conditions of each individual manufacturer. Warranty information for each item is provided on the detailed product screen where you can select an item for purchase. For more information regarding warranties see 'Terms and Policies' or please contact us. Go to 'Contact Us'.

Returns

Each of the manufacturers of our products has their own returns policies and is solely responsible for the implementation of those policies.

Orders that have already been shipped or prepared for shipment cannot be cancelled.

PLEASE NOTE: You must see our full returns policy for complete details. 'Click Here' to view.

Shipping Damage

All claims for shipping damages are processed directly with the manufacturer of your product. Each of the manufacturers that provide our products has their own policies regarding shipping damage and is solely responsible for the implementation of those policies. Always read the manufacturer’s documentation provided with your products.

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customerservice@bbqandfirepitpros.com
206 919 5713


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