Shipping & Delivery
Pure Flame Co ships fireplaces, fire pits and accessories across the contiguous United States every business day. Below you’ll find our processing times, delivery options and freight checklist so you know exactly what to expect.
Where we ship
- Contiguous U.S. — Free Ground or LTL Freight on all orders!
- Alaska & Hawaii — 200$ flat fee.
- International — Charges will be calculated upon placing order. Afterwards, the invoice will be sent out.
Processing & transit times
| Product type | Processing | Transit | Carrier |
|---|---|---|---|
| Electric fireplaces ≤ 60″ | 1–2 biz days | 3–6 biz days | UPS / FedEx Ground |
| Ethanol burners, water-vapor inserts | 2–3 biz days | 4–8 biz days | UPS Ground |
| Linear > 60″, outdoor pits, heavy mantels | 2–4 biz days | 7–12 biz days* | LTL Freight (curbside) |
*Rural deliveries may add 2–3 days. The freight carrier will call to schedule curbside delivery.
Freight delivery — what to know
- The carrier calls to schedule a drop-off window.
- Inspect the shipment before signing. Note any damage on the Proof of Delivery.
- Found concealed damage later? Email photos to support@pureflameco.com within 48 hrs.
Expedited & white-glove upgrades
Need it faster or brought inside? Chat with us or email to support@pureflameco.com within for a custom quote.
Order Processing Times
Order Cut-off Time: Orders placed before 12:00 PM EST on business days will be processed the same day. Orders placed after 12:00 PM EST will be processed on the next business day.
Tracking your order
We email tracking links automatically as soon as your order leaves the warehouse. You can also visit our Track Your Order page for live updates.
Holiday Shipping
During peak seasons (November-January), please allow 1-2 additional business days for processing. We recommend ordering early to ensure delivery before holidays.
Contact
Business Name: Pure Flame Co (operated by DirectMax LLC)
Sales/Use Tax License No.: 24055758
Business Start Date: February 1, 2023
Registered Address (United States): 30 N Gould St Ste 31899. Sheridan, WY 82801-6317
Email: support@pureflameco.com
Phone: +1 (833) 922-6460
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (MST)
Questions?
Email support@pureflameco.com.
