Frequently Asked Questions

Who we are?

Eternal Flame Outdoors (Crux Promotions LLC) is an authorized reseller of luxury outdoor fireplaces, fire pits, grills, and kitchens. We provide product guidance, order support, and manufacturer-backed warranties.

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Orders & Payment

Which payment methods do you accept?
All major credit/debit cards and select digital wallets. For ACH or wire, reply to your order confirmation and we’ll send instructions.

When is my card charged?
Your payment authorizes at checkout and captures when we confirm your order with the manufacturer. For pre-orders/backorders, we’ll email the estimated ship window before we capture funds.

Can I change the shipping address after ordering?
For security, address changes may require canceling and re-placing the order. Email support@eternalflameoutdoors.com as soon as possible. We will do what we can

Do you offer financing?
Yes—installment options may be available at checkout on eligible orders. If you don’t see them, email us for alternatives.

Shipping & Delivery

Where do you ship?
We ship within the contiguous U.S. (Lower 48). Some brands cannot ship to PO Boxes, APO/FPO, Alaska, or Hawaii.  AK/HI & U.S. Territories: Please contact us for a custom quote before ordering.

How much is shipping?
Many items include standard shipping within the contiguous U.S. at no cost to the customer. See our full Shipping Policy for details.

What does “freight delivery” mean?
Large items ship via freight. The carrier will call to schedule an appointment. White-glove/threshold upgrades may be available—ask us for a quote.

How do I track my order?
You’ll receive tracking as soon as it’s available. Freight carriers also call to schedule delivery.

My item arrived damaged—what do I do?
Note damage on the delivery receipt before signing, take photos, and contact us within 48 hours at support@eternalflameoutdoors.com. Keep all packaging. We’ll coordinate replacement parts or a new unit as needed.

Lead Times & Availability

How long will my order take?
In-stock items typically ship in 1-3 business days. Custom, made-to-order, or specialty finishes may take longer. The product page will show current estimates, and we’ll email updates if anything changes.

Can you expedite shipping?
Sometimes—email us with your deadline and we’ll explore options.

Returns, Cancellations & Warranty

What is your return window?
Within 30 days of delivery for new, unused items in original packaging. Return freight may apply. Custom/made-to-order items, used/installed units, and fuel components are not returnable unless defective.

Can I cancel my order?
If it hasn’t shipped, we’ll try to cancel. Custom or special orders may not be cancelable once in production.

Who handles the warranty?
Most products include the manufacturer’s warranty. We’re your advocate—email us with your order number and photos, and we’ll help open a claim.

Installation, Safety & Fuel

Do you install?
We can recommend licensed professionals in many areas. Gas products (NG/LP) must be installed by a licensed pro per local codes.

Natural gas vs. propane—what’s right for me?

  • Natural Gas (NG): Best if you have (or plan) a hard line; never worry about tanks.

  • Propane (LP): Flexible and portable; ideal where an NG line isn’t available.
    Many AOG models have corresponding NG/LP versions; some include conversion orifices—see your product page.

Are your fireplaces and fire pits safe for coastal environments?
Yes—look for 304 stainless steel and coastal-ready finishes. Rinse stainless periodically and follow the maintenance guide to preserve the finish.

Do your grills have a safety shut-off?
Some models include a timed gas shut-off. See the Specs tab on the product page.

Product Support & Aftercare

Where can I find manuals, clearances, and specs?
Need help sizing or planning? Email us your dimensions, photos, fuel type or any pertinent details—we’ll advise.

How do I clean and maintain my grill or fireplace?
Use non-abrasive stainless cleaners; avoid harsh chemicals. Check burners, connections, and media per your manual. Cover when not in use when possible.

Do you carry accessories and parts?
Yes—rotisserie kits, wind guards, covers, media (glass/logs), and more. If you don’t see it, ask—we’ll source it.

Pricing, Promotions & Trade

Do you price match?
We match identical, in-stock items from authorized dealers—before purchase. Exclusions: clearance, auction/marketplace listings, membership or coupon-stacking prices, discontinued items, and pricing errors. Email us at support@eternalflameoutdoors.com with a link for confirmation.

Do you offer trade or volume pricing?
Yes—designers, builders, and multi-unit projects qualify. Email support@eternalflameoutdoors.com with your resale certificate and project details.

Taxes & Exemptions

Will I be charged sales tax?
We collect sales tax where required by law. If you’re tax-exempt, email your certificate before placing an order and we’ll set up your account.

Reviews & Photos

How do I leave a review?
Open the product page, scroll to Reviews, and click Write a Review. Photos are welcome—we love seeing finished spaces!

Need a hand?

Email support@eternalflameoutdoors.com or call (757) 699-4267. We’re happy to size, spec, and coordinate delivery so your project feels seamless.