Shipping Policy

Shipping Options:

1. FREE SHIPPING ON ORDERS OVER $200:

We are pleased to offer free shipping on orders over $200 CAD within Canada, excluding oversized items. This promotional offer covers shipping costs up to 10% of your order subtotal. In cases where actual shipping costs exceed this amount, a customer service representative will reach out to you with a revised shipping quote. At that point, you may accept and proceed with payment, or cancel your order entirely.

2. SHIPPING FOR ORDERS BELOW $200:

Orders below $200 CAD are subject to a shipping fee, which will be calculated and communicated to you after your order is placed. At checkout, you will see a shipping option titled "A customer service representative will contact you with a shipping quote" with a $0.00 value. By selecting this option, you may complete your order while we calculate your shipping costs. Once the quote is provided, you can accept and proceed with payment or cancel your order entirely.

WHAT IS CONSIDERED AN OVERSIZED ITEM?

Oversized status is assigned at our sole discretion based on the size, weight, and shipping complexity of the item or order. Items that are large, require special handling, or must ship via LTL freight are considered oversized.

Oversized items are exempt from the free shipping policy outlined in Section 1. If your order contains an oversized item, a customer service representative will reach out to you after your order is placed with a shipping quote. At that point, you may accept and proceed with payment, or cancel your order entirely.

If you are unsure whether your item qualifies as oversized, please contact our customer service team before placing your order.

EXPEDITED SHIPPING:

Expedited shipping may be available on select items for an additional cost. This does not include order processing time. Please contact our customer service team to determine availability and pricing for your specific order.

Shipping Process:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we will process and submit the order with our suppliers for shipment within 24 hours. If your item is on backorder, we will void the pre-authorization and reach out to you by email.

Shipping Times:

We promise to do our best to get your order to you as soon as possible. All orders are shipped within the lead time posted on the product page. This is located below the "Add To Cart" button. These times are based on estimates provided by our suppliers and freight carriers and may change without notice due to supply chain conditions, carrier delays, or other factors outside our control. We appreciate your patience and understanding.
Order delays have proven to be unavoidable and outside of Royal Fire Pits control. While this might be frustrating, we ask you to please be patient and understanding.

Shipping Method:

Most orders will ship via parcel through FedEx, UPS, or Canada Post. Orders requiring freight will ship via a Canadian LTL carrier. We do not ship to PO Box addresses. Depending on the value of your order, signature confirmation may be required upon delivery.

Order Shipment:

An email with tracking information will be sent to you within 24 hours of the order shipping to the email address you provided when checking out. If you have multiple items on your order, you may receive more than one tracking number as the items may ship separately. If you have not received tracking information within 3 business days after the lead time posted on the product page, please contact us at info@royalfirepits.ca.

Advice for Receiving Your Order:

IMPORTANT: When you receive your order and before attempting to use any product, it is critical to check for both visible and concealed damage. You should also look to make sure that no item(s) are missing or broken. If you discover an issue, you must let us know right away.

How To Handle Shipping Damage:

Roads aren't perfect, and on rare occasions, a package can get bumped and damaged in transit. Before signing for your delivery, inspect the shipment carefully for both visible and concealed damage and photograph anything of concern. Note any damage on the driver's bill of lading before the driver leaves.

Do not refuse your shipment, in most situations, it is better to accept delivery and allow us to resolve the issue directly. Refusing a shipment may delay the claims process and result in a redelivery charge.

Please report any damage to info@royalfirepits.ca within 24 hours of delivery. No goods may be returned without prior authorization.