Pyromania Shipping Policy
Your order is very important to Pyromania Inc., which is why we provide a simple ordering process and fast, safe, and reliable delivery services for all our products. All orders are processed Monday through Friday (non-holidays). The shipping times may range from 5-7 business days from the date of your order if the product is in stock. Our team strives to ship your items as fast as possible, so your order may ship sooner than estimated. In rare cases, due to unforeseen circumstances, an order may take more days to ship. If this happens, we'll be sure to contact you and let you know when your item will ship. Delivery time varies between 5-12 business days depending on the availability of products and carrier disposition.
Once your order ships, you will receive an email with your tracking information for your convenience. You can also log into your account on our website (www.pyromaniafire.com) using your email address provided to view/access your order status and retrieve the tracking information.
Shipping Cost
All orders placed on pyromaniafire.com over $149 ship free (Ground & standard LTL curbside delivery)! Orders under $149 ship with a flat rate of $10 (Ground delivery-standard shipping). There will be a $50 additional charge for Inside Delivery (Freight/LTL shipments). For Expedite Shipping (small parcels) or White Glove Delivery service (Freight/LTL shipments), please contact us for a quote. Please scroll down to learn more about the definitions of these services.
Unfortunately, at this moment we don’t offer international shipping, and cannot fulfill any orders made outside of the 48 contiguous United States. We also cannot ship to P.O. Boxes or Military APOs.
General Shipping Information
Generally, we ship via FedEx, UPS, USPS, or trucking line (LTL), depending on weight. We reserve the right to use any carrier.
- Ground Delivery
Ground orders typically consist of smaller items (e.g. fire pit accessories, burner covers, fire pebbles, canvas covers, etc.), which packages weigh less than 150 pounds. If you can carry the box, it is likely shipped via ground and will not require a signature (Standard Shipping).
Note: Ground Shipping Address can be updated by contacting us at 858-766-2100 at no additional cost before the order has shipped. Once the order has shipped, we can request an address change for an additional charge, but the shipping carrier cannot guarantee the change.
- Standard Curbside Delivery / Inside Delivery / White Glove Service
Freight orders are typically large, too heavy, or delicate items (e.g. fire tables, custom orders, etc.) that cannot be shipped by Standard Ground courier. Freight carriers are specially trained to handle oversized and fragile items safely, for better delivery service. When products are shipped by standard freight, they come on a pallet and will be delivered curbside/end of driveway via a lift gate semi-truck typically hauling up to a 53' trailer box. (Liftgate is not included if a forklift is available at a commercial address) Depending on the fragility of the order, the pallet might be plastic wrapped, strapped, or crated. LTL curbside delivery means the truck driver will deliver the freight to the roadside, dock, or the end of a driveway for a residential location. The driver doesn’t bring the cargo to the garage or front door, and the driver doesn’t move the load beyond the threshold of the dock. Any delivery beyond those points would be considered Inside Delivery. When freight is delivered to a residential address, inside delivery involves the carrier moving the pallet to the driveway, porch, or garage. Drivers will not take freight upstairs or inside a home. If delivering to a business, inside delivery generally means the shipment will be left inside the door of the business. Typically, the carrier will bring the freight a few feet inside the main entrance. If you need any service further than that, a White Glove Delivery is what you need. White glove service is a more comprehensive service that includes not only inside delivery, but also a range of additional services such as unpacking and the removal of packaging materials. If you are interested in this premium service, please contact us before placing your order at 858-766-2100 or email us at hello@mybackyardzone.com to discuss your specific shipping requirements, options, address accessibility, and shipping rates, as they will vary.
- Process
Once your order ships, you will receive a tracking number that has an estimated delivery date to your local freight terminal. The carrier will call you before your delivery at your provided phone number to schedule a delivery appointment within the next 1-3 business days. Please make sure the phone number you entered at checkout is a good number to contact you at. Only weekday appointments are available. An adult must be strictly present to INSPECT AND SIGN for the shipment. We don’t authorize you to request any delivery without signature or inspection (without exception). Otherwise, any claim for damage or loss will be denied immediately, as the transport company is released from responsibility and the responsibility now lies with you, the customer.
If you are unable to receive the shipment, miss your appointment, or need to reschedule your delivery, please contact us at 858-766-2100 or the carrier. Otherwise, any additional shipping fees due to missed appointments, re-delivery, and storage fees will be your responsibility as these fees are outside our "tolerance" for shipping fees and we cannot be held liable for additional fees that go above and beyond our typical shipping parameters.
Also, keep in mind that if after 3 attempts (by phone or email) you cannot be contacted by the freight company or us, the shipment will be delivered without an appointment or the need for a signature. If this is the case, then the liability for the shipment will be switched 100% to you (the customer) and you will be fully responsible for any loss or damage to the shipment. Furthermore, any claim will be immediately denied by us.
Upon delivery, you will need to inspect and sign for the shipment. Before signing, it is essential thoroughly inspect the contents of the shipment immediately for any visible damage upon receipt before signing off on the proof of delivery. It is advisable to look for the following signs of damage to include, but not limited to, missing shrink wrap, crushed corners, dents, gouges, tears, ripped or torn cartons, etc. Check for missing boxes or extra boxes by counting each handling unit and checking labels or BOL; they should match the delivery receipt. Open any handling unit that shows signs of loss or damage while the driver is present. Note all damages, overages, and shortages on both copies of the delivery receipt. Taking pictures or videos as evidence will be a good idea. If the driver does not allow you to open each handling unit, write “driver refused inspection for concealed damage” on the delivery receipt in addition to the visible signs of damage to the packaging.
If any visible damage or missing parts are found at the moment of the inspection, you must refuse to receive the shipment and notify Pyromania Inc. immediately. It is crucial to understand that regardless of whether the shipment was inspected or not, signing the Proof of delivery (POD) means that the delivery is free of damage and that the shipment was delivered in good condition.
If the delivery is complete and the shipment is received in apparently good condition, you still need to open all the remaining boxes that did not have signs of damage, whether you believe that they are in good condition. Be sure to fully open each box to check contents for damages, overages, and shortages. Some commodities are more prone to concealed damage than others. Time is of the essence! Claims for concealed damages or loss must be reported to us as well as the carrier immediately or within one business day of receiving your shipment. If a claim number was issued, please provide that information when reporting. It is strictly required to take clear photos of all the damage and packaging (4 side views). Be sure to keep all your packaging materials including the pallet as the carrier may require an on-site inspection before an item is picked up and returned.
Failure to follow this protocol or these instructions may shift the liability of the damaged freight from the carrier to you. Saying this, Pyromania Inc. will be waived any responsibility for the damaged shipment and any claim will deny immediately. Claims for lost or damaged shipments must be reported to us as well as the carrier within 7 days of the delivery date. If a claim number was issued, please provide that information when reporting. Save all materials as the carrier may require an on-site inspection before the item is picked up and returned. We take your business seriously and do our best to ship your order in a way that will ensure its complete arrival. We are here to help you with your order.
If you have any questions about our shipping policies or want to double-check your access before placing your order, please call us at 858-766-2100. We want to make sure you are happy with your purchase and are glad to assist.
Note: Curbside Shipping Address can be updated by contacting us at 858-766-2100 at no additional cost before the order has shipped. Once the order has shipped, the freight carrier will charge an additional fee to update the delivery address.
* About address accessibility, we rarely receive notice from our shippers that the delivery address will require additional fees due to extreme accessibility or unusual circumstances. Pyromania Inc. can't anticipate all these circumstances at the point of sale, especially when we ship nationwide. Therefore, at the moment we become aware of such situations, we will contact you to cover these additional charges. We do allow a "tolerance" for shipping fees but cannot be held responsible for additional fees that go beyond our typical shipping parameters. *
- Custom Fire Tables (Made To Order)
Custom fire tables are special orders made using your exact and unique specifications selected, in other words, they are fabricated (custom-made) just for you.
Once your custom fire table order is placed with Pyromania Inc., they are not eligible for cancellation. If we made it wrong, then we will take full responsibility and provide a replacement or refund at no charge to you. Custom orders are not eligible for return or refund except for manufacturing defects reported within 30 days of delivery.
Custom fire tables will take longer (extended) processing and shipping time (Around 3 weeks to ship).
If you have a custom project or need a Pro solution, feel free to reach out to our customer service department or one of our fire experts via phone 858-766-2100, hello@mybackyardzone.com or live chat.
- Back Orders & Stock Availability
If there is an item out of stock, please feel free to contact us at 858-766-2100 for an estimated time of arrival (ETA). We assume no responsibility for stock shortages or manufacturing delays. We make every effort to maintain adequate stock and have up-to-date stock information available, but from time to time, a product may run out of stock in our warehouse and the website was not up to date 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 a fire pit table sooner.
The estimated time of arrival 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 backorders arrive, we will notify you by email with the estimated shipping date. Then the order process will be the same as when the order is in stock.
If you have any further questions about the ordering and shipping process, feel free to contact us by email at hello@mybackyardzone.com or call us at 858-766-2100
Pyromania Store Return Policy
We know that sometimes things don't work out or you may change your mind. We can honor a 100% refund if your product is cancelled within 24 hours. It’s important to contact us in writing as soon as possible when trying to cancel an order. Orders canceled after items have produced or shipped will follow our 30 Day Return policy and will be subject to return shipping costs. You will be accountable for any shipping costs and a 3% processing fee on credit card transactions, as well as any applicable restocking fees.
We allow returns of unused units (in as new condition) within 30 days of delivery. "as new" means that the items you ordered must not show any visual signs of use. If items are returned with visual signs of use, or have any issues due to use will not be accepted and no refund will be given. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.
- Returns must contain all original packaging and acceserroies.
- Order number must be provided as proof of purchase.
- A Return Merchant Authorization Number (RMA#) must be requested from us beforem items may be shipped back to our facility. Place the RMA# on the outside of the box, adjacent or on the shipping label. The RMA# is valid for 15 days.
- Refund will be issued within 15 days after receiving goods, less a 15% restocking fee. If during the inspection process, it is discovered that significant parts are missing, those pieces will be itemized and possibly deducted from the credit.
Orders with missing pieces or defects will fall under the terms and conditions of of warranty.
Customer satisfaction is very important to us and our Customer Services Support Team is here to assist you. To return an eligible item to Pyromania Inc, please send an email to sales@pyromaniafire.com within 30 days of delivery.
Please keep in mind that items that are made-to-order are final sale unless stated otherwise.