Frequently Asked Questions
Everything you need to know about your Starfire Direct experience.
How long will it take for my order to ship?
Processing times vary by product. In-stock items typically ship within 2-3 business days, while custom fire pits or made-to-order furniture may take 4-6 weeks. You will receive a tracking number via email as soon as your order leaves our warehouse.
Do you offer professional installation services?
While Starfire Direct does not provide direct installation, we highly recommend hiring a NFI certified technician or a licensed plumber for gas connections to ensure safety and maintain your product warranty.
What is your return policy for hearth and patio products?
We accept returns on most new, unused items within 30 days of delivery. Please note that custom orders and gas logs that have been burned are not eligible for return. A restocking fee may apply.
What should I do if my freight shipment arrives damaged?
It is critical to inspect your delivery before signing the BOL (Bill of Lading). If you notice damage to the packaging or product, please note it on the driver's paperwork and contact our customer service team within 24 hours.
Do your fire features come with a warranty?
Yes, all our products carry manufacturer warranties that cover defects in materials and workmanship. The duration varies by brand, typically ranging from 1 year to a limited lifetime warranty on stainless steel burners.
Can I convert a natural gas fire pit to liquid propane?
Many of our fire pits are field-convertible, but you must use the specific conversion kit designed for your burner model. Please check the product specifications or consult our experts before attempting a conversion.