Policies

Attention Washington Residents: Fire-Scapes is a Washington Based company and all Washington customers will be charged the local sales tax. (sorry, it’s the law)

Shipping Information:

  • We do not ship internationally to PO or APO address
  • All products are FOB at our facility in Everett, WA. Standard shipping rates apply to all products.
  • Please allow 3-5 business days for shipping. Once your item has been shipped we will notify you via- e-mail.

Refund, Returns and Cancellation Policies:

We are proud to offer a 100% satisfaction guarantee on all of our products. If for any reason you are not satisfied you may return the product within 30 days following the guidelines below.

If it is necessary to return merchandise for an exchange/refund, all merchandise must meet the following conditions:

  • E-mail sales@fire-scapes.com to obtain a return authorization number within 30 days of item receipt. You will receive and return authorization number within 3 days of emailed request.
  • Return items must be shipped within 3 days of a return authorization number issue.
  • Return in original packaging
  • Return within (30) days
  • Copy of invoice enclosed with merchandise
  • Enclose a brief letter of explanation
  • Merchandise returned for exchange will be charged a $10.00 exchange fee plus a shipping charge.
  • Merchandise returned for refund will be charged a 15% restocking fee – $3.00 minimum.
  • All returns must be prepaid; No COD’s accepted
  • Refused deliveries are not eligible for refund.
  • Returns without a return authorization number will not be accepted.
  • Items must be in the same condition as when they were shipped, with ALL original materials, instructions and packing. All returns must be complete and in factory packaging. Do NOT discard any packaging until you are completely satisfied with the products in your order. The product box must be in brand-new condition. All items must be returned in the shipping box they arrived in. Used items are NOT accepted for return. Items with the tags removed are considered used. No credit will be given for damaged returns. No returns are allowed if box or contents are missing or damaged. Products missing UPC codes or serial numbers from the box are not returnable, and non-refundable.
  • The item must be returned in its original packaging, insured for its purchased price, and must be received in the same condition as when it was shipped to you with ALL original materials, instructions and packing. No credit will be given for damaged returns.
  • We recommend you use delivery tracking and get a delivery receipt.
  • The buyer pays for return shipping and insurance.

After we have received and verified the returned item is as originally sent, we will issue a refund for the purchase price, less the shipping and handling fee within 7 business days. This policy applies to all products. Items purchased originally with free shipping will have standard ground shipping fees deducted from the refund.

We reserve the right to refuse to issue credit for any item that has been used, misused or damaged.

If the merchandise you wish to receive is out of stock, a refund/credit will be issued promptly. All returns for refund paid by credit card will receive a credit to the credit card.

Any questions concerning an exchange/refund should be directed to our customer service department by e-mail (sales@fire-scapes.com) or by phone (800-359-1195.) If the merchandise you receive is defective, call or email our customer service department for instructions.

Items Damaged During Shipping

If an item has been damaged in transit please notify us in within 48 hours of delivery .We strive to provide our customers with the best service possible which is why we insure all shipped products. Under no circumstance however, will we be financially responsible for items damaged in transit. If an item is damaged during shipping a claim must be filed with the shipper (Fed Ex, UPS, USPS). The claim must be initiated by the customer. Our customer service is available to assist you if with any claim filing issues that arise. This process may take a few weeks so please be patient. Our experience is that shippers are very conscientious about making things right.

Certain Items may be issued a call tag. If a call tag is issued then the item will be returned to the warehouse for inspection. If the item indicates shipping damage a new replacement item will be shipped at no additional fee. Damaged items issued a call tag are eligible for replacement only. On items not call tagged, compensation will be paid by the shipper under the shipping insurance we pay on all shipped items. Please understand that we take great care in making sure our products are well packaged to reduce damage risk. Once they leave our warehouse we can’t be responsible for what transpires in transit.

sales@fire-scapes.com