Shipping & Receiving
Order Confirmation:
As soon as we receive your order, we automatically reach out to our suppliers 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 to provide details on estimated shipping dates and verification that you wish to proceed with the purchase. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment. Once the item ships it should arrive within 2-5 days depending on your location.
Order Shipment:
If your order is stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@firefly-direct.com
FedEx Shipments:
Our smaller, lighter electric fireplace products ship via FEDEX. Your item will arrive between 2 and 5 business days after it leaves the warehouse. FedEx does not typically require a signature and will leave the package in a suitable place near your door.
FedEx Damage: Please notify us within 24 hours at support@firefly-direct.com or call 407 768 2993.
Freight Truck Carrier Shipments:
Larger, heavier electric fireplace items or packages ship via freight carrier. As defined by the trucking industry, Home Delivery means "curbside delivery" in a residential area. You may need assistance to move the package indoors or you might unbox the shipment and carry each piece inside individually. Some drivers will assist in getting a shipment into a garage or carport.
For Truck Freight shipments, delivery usually takes between 3 and 6 days from when your order leaves the warehouse. When your shipment arrives at a nearby terminal, you will be contacted by the freight carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm EST, Monday through Friday.
NOTE: The most important thing to remember about truck freight is that when you sign for the delivery you are legally accepting the product as delivered in good condition. Therefore, it is extremely important that you inspect the product prior to signing the delivery receipt. If there is damage to the carton or the product, please write "CONTENTS DAMAGED"clearly on the delivery receipt that the driver is asking you to sign, then sign. This insures that your damage issue will be easily resolved.
Freight Carrier Damage: Please notify us within 24 hours at support@firefly-direct.com or call 407 768 2993.
Receiving Your Shipment:
We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage it's possible that in rare cases, damages may occur during shipment.
Before signing for the shipment inspect the carton and contents. You should have a knife, hammer, pry bar and wire cutters on hand to help open the carton. Should you notice any damage, please note it on the bill of lading, refuse the shipment and contact us immediately.
NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the freight delivery receipt. If you are unable to inspect the contents at the time of delivery, prior to signing note on the delivery receipt “CARTON DAMAGED” if there are any blemishes, scuffs, crinkles, tears, rips, wetness, etc. The contents can be damaged by mishandlings such as drops that may only blemish the carton slightly. Immediately, within 24 hours of delivery, contact us regarding any damage.