Know how your fire pit gets to you.

Freight does not move on a fixed parcel schedule. Your pit travels between freight terminals, and a delivery appointment cannot be set until it reaches the terminal closest to you. Until then, even the carrier does not know the exact day.

Once it lands at your local terminal, the carrier reaches out to arrange delivery, and that is when timing becomes clear. We'll keep you updated as your shipment moves so you know roughly where things stand.

The freight carrier schedules it directly with you, not Iron Embers. For residential deliveries, the carrier calls to set up a delivery window once your shipment arrives at the local terminal. We can help nudge things along if there is a snag, but only the carrier can lock in the appointment.

This is why an accurate phone number on your order matters so much. A wrong or unanswered number is the most common cause of delivery delays.

The carrier will call ahead to arrange a delivery appointment, typically offering a window of a few hours on a chosen weekday rather than a precise time. Most freight carriers deliver Monday to Friday during business hours, not evenings or weekends.

Answer the carrier call, or return it promptly. Setting the appointment quickly keeps your pit moving.

Yes. Because of the value and size of the shipment, someone must be present to receive and sign for it at the scheduled appointment. It can be you or someone you trust to inspect and sign on your behalf.

If no one is there for the appointment, the carrier cannot leave the freight, and re-delivery may be required.

Standard freight delivery is threshold delivery. The driver lowers the pallet with a liftgate and places it at the first safe, accessible point: usually the driveway, curb, garage, front entry, or another clear threshold the truck can reasonably reach. It does not include backyard placement, stairs, unpacking, or moving the fire pit to its final location.

No. The driver delivers to the threshold and is not responsible for moving the pit into place or helping unload it from the pallet. Plan to have equipment or help ready for final placement.

This is the most important step, and the one people skip. Inspect your shipment before you sign. Your signature on the delivery receipt is a legal confirmation that the item arrived in good condition. Once you sign clean, it becomes much harder to claim for damage that happened in transit.

• Walk around the pallet and look the pit over for visible damage.
• Take clear photos from several angles before and after unwrapping if you can.
• If you see damage, note it on the delivery receipt before signing. Be specific, not just "damaged."
• Damage to the outer pallet or packaging does not always mean the pit is damaged, but it is worth noting and photographing either way.

Do not refuse the shipment. Accept it, but document everything first. Note the damage clearly on the delivery receipt before signing, photograph it from multiple angles, and keep all original packaging and the pallet.

Then contact us right away at 1 (888) 575-4766 or info@ironembers.com so we can help you sort it out. Acting quickly, ideally the same day, gives the best chance of a smooth resolution.

• Correct phone number on your order so the carrier can reach you.
• Answer the appointment call and confirm a window promptly.
• Be available, or arrange someone, to receive and sign on a weekday.
• Inspect and photograph before signing the delivery receipt.
• Keep the packaging and pallet until you are sure all is well.

Cottage deliveries take extra planning. Make sure someone is in the area and available during a weekday window, the address and access are clear for a full-size freight truck, and you have help to move the pit once it is at the curb. If timing is hard to coordinate at the cottage, consider shipping to your primary residence instead, or ask us about picking up through our dealer network.

We strongly recommend not doing this. A signature protects you because it gives you a chance to inspect the shipment and record damage before accepting it. If freight is delivered without inspection and something is wrong, the claim becomes much harder to resolve.

If you still need to make special arrangements, call us first. We can talk through the risk and help coordinate with the freight service provider where possible.