Certain large or heavy products ordered from Starfire Direct are shipped via LTL Freight due to their size and weight, which makes them unsuitable for standard parcel carriers. These include items like fire pits, patio heaters, fireplace inserts, large fire glass orders, custom orders, and large burner systems.
How LTL Freight Shipments Work:
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Freight Packaging:
Freight shipments are typically sent on a pallet to ensure safe transport. Depending on the product’s fragility, the pallet may be wrapped, strapped, or crated for extra protection. We take great care in shipping your order to ensure it arrives intact. -
Curbside Delivery:
LTL freight shipments are delivered via a large semi-truck, which can be up to 53 feet in length. Because of the size of these trucks, standard freight orders include curbside delivery only. This means the driver will unload your order at the curb, but you will be responsible for moving the order to its final location on your property.Important Note:
The driver will not assist in moving the product beyond curbside, and if your order exceeds the lift gate size or weight limit, you will need to make separate arrangements to unload it from the truck.
What is Curbside Delivery?
- Curbside delivery means that the driver will unload your order from the truck, but you are responsible for transporting the item to its final location.
- If the delivery truck cannot access your driveway or property line due to difficult terrain, narrow roads, or other challenges, you may need to arrange for alternate delivery or pick-up at a nearby location.
Delivery Scheduling:
- The freight company will call you to schedule your delivery, and an adult must be present to inspect and sign for the shipment. If you miss your scheduled appointment or need to reschedule, additional fees may apply.
Inspecting Your Delivery:
- It is crucial that you inspect the shipment upon delivery. If you notice any damage to the packaging, you must note it on the Proof of Delivery (POD) form that the driver gives you to sign and contact Starfire Direct immediately at (866) 336-8138.
- Be sure to save all packaging materials, including the pallet, crate, and wrapping. Disposing of these materials may affect your eligibility for return or replacement.
- Failure to Note Damage:
If you sign for the delivery without noting any damage, the freight company is released from liability, and responsibility for the damage falls on you. Always inspect the shipment carefully before signing.
Shipping Time Frames:
Once your order ships, the delivery times are as follows:
- US West Region: 5-10 business days
- US Central Region: 8-12 business days
- US East Region: 10-15 business days
For more details on our freight delivery process and to download our helpful Shipping Checklist, please visit the link below.