How Freight Delivery Works
Fire tables and large fireplaces are big, heavy, and expensive — so they ship by freight carrier on a pallet, not by parcel. Here's exactly what to expect, and how we protect your order from the warehouse to your driveway.
Delivery appointment
Once your order reaches the local terminal, the carrier calls you to schedule a delivery window. Delivery is curbside: the driver brings the pallet to the end of your driveway with a liftgate. Plan to have someone home — freight deliveries require a signature.
Inspect before you sign
The delivery receipt (Bill of Lading) is a legal document. Before you sign anything:
- Count the boxes. Make sure the piece count matches the delivery receipt.
- Photograph everything on the pallet, wrap on, before the driver leaves.
- Open and look. Cut the wrap and check for dents, scratches, or crushed corners.
- Note any damage on the delivery receipt before signing — even a small dent. Write "damaged" next to your signature.
- Refuse the delivery if damage is major. The carrier takes it back and we ship you a replacement.
Concealed damage? You have 7 business days.
Sometimes damage hides inside a clean box. Industry standard gives you 5 calendar days to report it — we give you 7 business days. Email photos to info@livefireco.com and we take it from there.
We handle the claim, not you
If anything arrives damaged, you never fight the freight carrier. We file the claim, we chase the carrier, and we ship your replacement or replacement parts. Your job is photos and a note on the receipt — ours is everything else.
Questions before you order? Call (307) 323-3338 (Mon–Fri 8–6 ET) or email info@livefireco.com.