I have a damage help!
At times, boxes get beat up during the freight transit. In almost all situations, regardless if the boxes are torn open, there is very little damage to the playset. Although Homeflamestore.com will be happy to reship a new item to you if you refuse the item, we recommend you accept the set and allow us to send any replacement parts (if needed) after you do an inventory of parts (that usually takes around 25 minutes).
How do I Track My Order?
Tracking will be sent to you after your purchase via Email. We also have our tracking page at the bottom if you already have your tracking number!
Can I cancel my order?
Once your order is placed, we cannot guarantee that it can be canceled. If you wish to cancel your order, please contact us as soon as possible.
Do you offer installation services for equipment purchases?
We do not offer any installation services for equipment purchased through our site.
How can I check the status of my order?
There will be an email sent to you, in which you can go back and forth and see the progress. Or you can reach out to us and we can provide the details
How long will it take for my order to arrive?
In stock items usually ship within 1-2 business days. And usually is at your home within 3-5 business days after that.
I received an item that is different from what I ordered. What should I do?
If you believe you received the incorrect product, please keep the item(s) unused and in the original packaging and reach out to our Customer Service team Email Support@Homeflamestore.com
We will work to get the package reshiped and for to get the correct item. We will require a picture of the incorrect product you received.
Do you share any of my personal information with outside companies?
We use third party providers to ship orders and to process credit card transactions. We only provide these companies the appropriate and necessary information. They do not store, share this information in any way.
Is there a warranty available for the items I’m purchasing?
For most of our product there is some sort of warranty. If it isn't clearly provided on the product page then please reach back out to us so we can clarify the warranty.
If a warranty is available for an item, the details of the warranty can be found as a downloadable PDF labeled “Warranty” on the item’s page.
All warranty claims are handled based on the manufacturer’s warranty policy. For items being used internationally, please confirm if the warranty is valid in your area.
Can I pick up my order?
All orders placed through Homeflamestore.com will be shipped to their destination via a commercial carrier usually.
What is a freight forwarder?
A freight forwarder combines shipments for individuals or companies into truckload lots to transport to your final destination/country. We can ship to U.S. based freight forwarders for customers wishing to export their items; however, the customer would be responsible for contacting the freight forwarder to set up an account before placing an order. Freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges.
If your order is being shipped to a U.S. based freight forwarder, all of our Shipping Policies apply when it is received into their warehouse. Homeflamestore.com will not be held responsible for any damaged and/or missing items or material differences should the freight forwarder not follow all applicable Shipping and Returns policies, or should such issues occur in shipment from the freight forwarder’s location to the final destination
What is a liftgate?
A liftgate is a motorized platform attached to the back of the truck that will physically lower your order to the ground so that you can take it inside your business or home. The truck driver will place your order on the ground using the liftgate and you are responsible for bringing it inside.
Do you ship directly from the manufacturer?
For most orders we do this to speed up shipping and cut down your wait time.
How long does it take to process orders?
It usually takes 1-2 business days regularly. But depending upon if the item is custom made or made-to-order then it can take longer.