Elementi Plus Bianco White Annecy Porcelain Top Fire Pit Table

How your order ships

Shipping is free to the 48 contiguous United States on orders over $99. Orders under $99 carry a flat $14.95 shipping charge. Alaska, Hawaii and addresses outside the contiguous US are quoted individually, so email us before ordering and we will get you a number. We do not ship internationally. The rare item large enough to need a dedicated flatbed truck is quoted separately.

What you ordered decides how it travels:

• Ground parcel (UPS or FedEx). Covers, wind screens, log sets, trims, accessories and portable power stations. No appointment needed, it arrives like any other package.
• Freight truck (LTL). Fire tables, fireplaces, patio heaters and anything heavy or oversized. These ship strapped to a pallet. The carrier calls you to book a delivery window, and an adult needs to be there to receive and sign for it.

Freight delivery is curbside: the driver brings the pallet to the end of your driveway, not into the yard, the garage or the house. Plan on a second pair of hands to move a heavy unit into place. If your address needs a liftgate, a smaller truck, or has limited access such as a gated community, a narrow lane or a steep drive, tell us before you order and we will price it up front instead of surprising you at the door.

What happens after you order

1. You get an order confirmation email right away.
2. We confirm stock and a ship date with the manufacturer, usually within 1 business day.
3. Most in-stock items leave the warehouse within 2 to 5 business days.
4. Tracking is emailed to you on the day it ships. Parcel orders are typically 3 to 7 days in transit, freight orders 5 to 10 days depending on distance.

If an item turns out to be backordered, or a lead time moves, we contact you with the real date. If the new date does not work for you, say so and we cancel and refund in full, no argument.

Not seeing tracking after 7 business days? Email info@pristinehomewellness.com or use the chat and we will chase it for you.

Receiving a freight delivery

Inspect the shipment before you sign. A signed delivery receipt with no damage noted counts as your acceptance of the order in perfect condition, and it is exactly what a carrier uses to deny a damage claim later.

• Walk around the pallet. Look for dents, cracks, punctures, crushed corners or torn shrink wrap, and write anything you find on the delivery receipt before you sign, even if it looks minor.
• Count the cartons against the paperwork. Report a missing piece to us within 48 hours.
• Damage you only find once it is unpacked, known as concealed damage, also needs to reach us within 48 hours. Photos of the carton and the product make the claim straightforward.

Report anything at all to info@pristinehomewellness.com or call +1 (888) 991-5417. We file the claim with the manufacturer and the carrier and get you a replacement part or unit. You do not have to argue with a freight company.

Refusing a delivery for any reason other than damage or a shipping error is subject to a 20% restocking fee plus the actual outbound and return freight.

Returns

You have 30 days from delivery to return an item. Email us first and we will send you the return address and a return authorization, then the item goes back to the manufacturer directly, which keeps middleman fees off your refund.

Two things cannot be returned:

• Anything that has been used, installed or modified.
• Anything damaged after delivery to the point it is no longer resalable.

Returns are inspected on arrival, which takes 5 to 7 business days, and the refund is issued once it passes. Credits usually show on your statement within 3 to 7 business days after that. Return shipping is not refundable and comes off the refund total. Damaged or wrongly shipped items are on us, return freight included.

Full details live on our shipping policy and refund policy pages.