FireKing Shipping and Returns Policy
General Shipping Information
FireKing products offer several options for delivery. Basic pricing shown on product pages includes products delivered direct from FireKing to customer's loading dock.
The customer is fully responsible for removing their order from the truck, installation and debris removal. Please note that this is NOT for residential locations.
Special quotes can take 24 to 48 hours to process.
We make every effort to ensure that we always have the products you need, when you need them. However, occasionally, an item may be out of stock. If this is the case, be assured that every reasonable effort will be made to quickly fill your order.
If an item you requested is out of stock, we will automatically backorder it, and notify you via telephone or e-mail. At that time, you may advise us if you would like to have that item shipped to you when it is in stock, or you may request that we cancel your order. We will immediately ship all items that are in-stock at the time we receive your order and ship any backordered items as soon as they are available. You will not be charged any additional shipping and handling charges on backordered items.
Delivered direct from FireKing to customer's dock. The customer is fully responsible for removing their order from the truck, installation and debris removal. Not for residential locations. Pricing shown on product pages reflect the Dock-to-Dock delivery pricing.
White Glove Delivery
Delivered direct from FireKing and includes delivery, placement in customer's desired location, un-cartoning and removal of debris. Includes no more than 3 steps and/or elevator. Delivery will occur between normal business hours of 8am to 5pm local time.
If White Glove delivery is preferred, please contact Directly Yours at 1-888-666-5773, and reference the item number. A customer service agent will be happy to assist you by preparing a custom delivery quote.
This does not include un-carton, debris removal, placement or steps.
Additional Services and Charges
Stair Carry (Install Only): 1 Flight (15 Steps from One Landing to Another)
- 0 - 600 lbs.: $130.00 per Item per Flight
- 601 - 1100 lbs.: $220.00 per Item per Flight
- 1100 lbs. and over: Call for Quote
- Note: Deliveries with wood steps will require the customer to sign a damage waiver. Spiral staircase deliveries must be special quote.
Liftgate (Not Applicable to Inside Delivery Orders)
Add-On Delivery Fees
- 0 - 2500 lbs.: $75.00 per Order
- 2501 - 4999 lbs.: $175.00 per Order
- 5000 lbs. and over: Call for Quote
- Residential Delivery (Inside Delivery Only): $50.00 per Order
- Floor Covering (No Length Limit): $99.00 per Order
- Time Stop Delivery (AM or PM - Standard Hours): $60.00 per Order
- Time Stop Delivery (Specific Hour or Day): Call for Quote
- Remote Location: $150.00 per Order
- Certificate of Insurance (Request at the Time of Order): $100.00
Important Information to Note
Other charges may apply if circumstances outside of a normal delivery arise. The customer will be notified of additional charges by phone and required to fax or email authorization to FireKing. It is the customer's responsibility to note all specifics of the delivery on the purchase order.
Inside delivery is available in Continental United States. Call FireKing customer service at 1-800-457-2424 ext. 3014 for special quotes.
Returns and Exchanges
If you are not completely satisfied with your merchandise, just return it within 90 days of receipt in its original condition. You will receive a full refund of the item price subject to the following:
Original and return shipping charges will be included in the refund only if the return was the result of our error.
If you took advantage of any Free Shipping promotion when placing your order, the original shipping savings associated with the returned item(s) will be deducted from the refund amount unless the return was due to our error.
If you return an order that was placed using a promotional discount , you will not be refunded for the amount of the promotional offer as this discount was deducted from the original purchase amount.
If you return an order that was placed using a Free Merchandise offer, the value of the free merchandise associated with the returned item(s) will be deducted from the refund amount unless the free merchandise is included with your return.
Personalized or custom-made items are, regrettably, non-returnable.
To Return Merchandise
Call Customer Service at 1-888-666-5773 for Return Authorization.
Merchandise Arrives Damaged:
Please keep the original box and packing materials for the damaged items.
Call our Customer Service Dept. at 1-888-666-5773 and we will tell you how to handle the damaged shipment.
Please have your invoice number (on the front of the invoice) handy when calling.
For returned items, we will gladly credit the credit card used to purchase your items. Please allow 2 billing cycles for a credit to appear on your credit card statement for items(s) returned.
Directly Yours, Inc. reserves the right to refuse any order and to correct any pricing errors.