Having trouble checking out?
Unsure if you have the correct part?

Contact us through our Online Store Support Form .

For phone support during EST business hours dial
(705) 741-1900 then press 1 for sales, then 1 for online support.

Please note
Due to COVID-19 we are not able to accept returns at this time.
Thank you for your co-operation and understanding.

If you are unsure about your order please contact us through our Online Store Support Form .

FREE Shipping for US orders over $999 *

Friendly Fires DeliveryWe maintain a large inventory of product in order to reduce shipping times.

In-stock orders take about 3-15 business days to reach a customer. We will notify you if a particular item is not in-stock or if we feel that the item cannot be delivered within the above specified time frame.

US orders are shipped via US Postal Service, a tracking number will be sent via email when the package is shipped.

We are not able to ship BBQs or Fireplaces / Stoves to the US at this time.

Shipping Changes
Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day or a specified time, and we can only approximate delivery times as we only have the information the delivery company makes available to us. Please understand that our staff would love to have more direct control over shipments so that we could ensure an amazing customer service experience every time.

All freight shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, friendlyfires.ca cannot be held responsible for damages or loss that may occur during delivery.

Delivery Inspection
Over 98% of deliveries arrive at your location without and damage and are signed for without incident.
For your protection, we ask that you please inspect the packaging and the contents carefully.

You have 3 business days to call us at (705) 743-7995, ext 201 to report any damage.

If you authorize the delivery company to leave your order without a signature, Friendlyfires.ca cannot be held liable for any damages or missing pieces.  Leaving a note is the same as signing for your products in good condition.

If you notice exterior damage:
Open the box and inspect for concealed damage before signing the delivery receipt.

If you notice external damage and the delivery driver will not allow you inspect the inside of the package or the driver will not let you note “damaged” on the delivery receipt, call us immediately at (705) 743-7995, ext 201. If you are unable to reach us, you should refuse the shipment. Doing this will not invalidate your order and we will still work diligently to get your order to you in good condition as quickly as possible.

Note any damages to the packaging or products on the delivery receipt by specifically writing the word “Damaged” before signing. PLEASE TAKE PHOTOS!! These are very helpful!

By signing your delivery receipt without documenting any damages legally means that you have accepted the freight in good condition.

If there is no visible external damage, please sign for your freight.

Return & Refund Policy

Although we hope you are pleased with all of our products we understand that under certain circumstances products may need to be returned.

Returns are accepted up to two weeks after an order is received. We will refund your purchase price minus the shipping cost and a 20% re-stocking fee. It is the customer’s responsibility to package and re-ship the product back to us. Product must be in the same condition it was received in, refunds will be issued once we have received the product back into our warehouse.

US Customers are responsible for brokerage / duty fees when returning items.

To being the return process please submit the form on our Returns Page.