Shipping Policy
Last updated: October 30, 2026
Where we ship
IMPERIAL FLAME is an online store. We ship to addresses in the 48 contiguous United States. For Alaska, Hawaii or U.S. territories, contact us first; we will tell you whether we can ship there and what it will cost.
How orders ship
Most products ship directly from the manufacturer's or distributor's warehouse, not from our own location. Because of this, shipping origin and carrier depend on the product.
Shipping cost and delivery time
Shipping cost depends on the product, its size and weight, and your delivery address. After you send an order request, we confirm the product price, current availability, shipping cost and estimated delivery time with you before any payment is taken. You decide whether to go ahead. We do not guarantee delivery dates; carriers set final delivery timing.
Freight delivery for large items
Fireplaces, fire pits, grills and other large items usually ship by freight truck with curbside delivery, which means the driver delivers to the curb or end of the driveway, not inside. Someone must be present to sign. The carrier will normally call to schedule delivery.
Inspect before you sign
Please inspect the package before signing. If the box or item looks damaged, write a short note such as "damaged" on the delivery receipt before signing and take photos. You may refuse a shipment that is obviously damaged.
Damaged or missing items
Report any shipping damage, missing items or wrong items to us within 2 business days of delivery, with photos of the item, packaging and shipping label. We will file the claim with the carrier or supplier and work with you on a repair, replacement or refund based on the outcome of that claim. Damage reported later may not be accepted by the carrier.
Tracking
When your order ships, we send you the tracking or freight information we receive from the shipper.
Live video diagnostic
The $50 Live Video Diagnosis is a service delivered over a video call. Nothing is shipped.
Questions? Call or text (863) 378-7681 or email info@imperialflame.com.
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