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 (conditions apply)


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

In-stock items will ship out from our warehouse within 1 – 3 business days. Once orders are shipped it is generally 3 – 15 business days to reach the customer. You will receive tracking information via email once your order ships.

If an item is not in stock we will email you with an estimated date of shipment, please be aware that these ETAs are subject to change. We will do our best to keep you notified.

Carriers

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.
Free Shipping
Certain locations in the US do not qualify for free shipping, we will contact you as soon as possible if this is the case for your location.

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.

Freight Shipments

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.

Freight shipments to the US are subject to brokerage and handling fees. US Homeland Security requires the buyer to complete Form 5106, this is necessary for us to clear the shipment through customs. This form must be completed and returned to us before shipping can be arranged.

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 using our Online Support Form 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 using the Online Support Form. If you see obvious damage 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. These costs WILL be deducted from any refunds so please be aware of this.

To begin the return process please submit the form on our Returns Page returns that have not been authorized will not be eligible for refunds.