Shipping Policy

At Eternal Flame Outdoors (“we,” “us,” “our”), we’re committed to a seamless and transparent delivery experience. This policy explains where we ship, costs, processing times, delivery methods, tracking, and what to do if something goes wrong.

1) Shipping Destinations

  • United States (contiguous 48 states): We currently ship within the contiguous U.S.

  • AK/HI & U.S. Territories: Please contact us for a custom quote before ordering.

  • International: Not currently offered (we plan to expand in the future).

2) Shipping Costs

  • Free Standard Shipping to the contiguous 48 states on eligible items.

  • Freight/LTL shipments cannot deliver to PO Boxes or APO/FPO.

  • For AK/HI/U.S. Territories, additional charges may apply (quoted in advance).

3) Order Processing Times

  • In-stock items: Typically ship in 1–3 business days (Mon–Fri, excluding holidays).

  • Made-to-order/backordered/custom items: Usually 5–10 business days to ship; some custom builds may take longer.

  • Order cut-off: Orders placed before 5:00 PM ET begin processing the same day. Orders placed after cut-off, on weekends, or holidays start the next business day.

  • We’ll email your estimated ship date once your order is confirmed.

4) Delivery Speeds (Estimated)

  • Parcel (UPS/USPS/FedEx):

    • Standard: 3–8 business days

    • Expedited: 2–4 business days (when available)

    • PO Boxes: Available via USPS parcel only

  • Freight/LTL (large/heavy items):

    • Typical transit: 7–14 business days depending on distance and carrier capacity

    • Expedited is not available for LTL shipments

Estimates can be affected by weather, carrier volume, or other conditions outside our control.

5) Shipping Methods & Carriers

  • We partner with reputable carriers such as UPS, USPS, FedEx, and LTL freight providers.

  • Tracking is provided by email for all shipments.

  • All shipments are insured against loss or damage. Please follow the inspection and reporting steps below so we can assist quickly.

6) Freight/LTL Deliveries (Read Before Delivery)

  • Curbside service: Delivery is to the nearest safe point accessible by truck.

  • Scheduling & signature: The carrier will contact you to schedule delivery; an adult signature is required.

  • Inspection at delivery: Before signing, inspect packaging and product. Note any visible damage on the Bill of Lading/delivery receipt and take photos.

  • Concealed damage: If you discover damage after delivery, notify us within 48 hours with photos so we can file a claim and arrange a replacement.

7) Tracking & Order Status

  • You’ll receive an email with your tracking number, carrier name, and a tracking link once your order ships.

  • Need help? Email support@eternalflameoutdoors.com and include your order number.

8) Delivery Issues

Delayed or lost packages:

  • If your order is delayed beyond the estimate, contact us at support@eternalflameoutdoors.com or (757) 699-4267.

  • If tracking shows “delivered” but you don’t have the package:

    1. Confirm the shipping address on your order

    2. Check with neighbors/building management

    3. Contact us so we can assist

Damaged packages:

  • Take photos of the packaging and the item.

  • Report within 48 hours to support@eternalflameoutdoors.com

  • We’ll work with you on a replacement or refund, per the carrier’s claim process.

Missing items in a delivered order:

  • Report within 7 days of delivery with your order number and details.

  • We’ll investigate and send the missing item(s) or issue a refund.

9) Incorrect Address / Failed Delivery

  • Please double-check your shipping address at checkout.

  • If a shipment is returned as undeliverable (incorrect address, missed LTL appointments, refusal), we can reship once updated details are confirmed.

  • Return and re-delivery charges (including two-way freight for LTL) may apply per our Returns Policy.

10) Returns & Refunds

  • Returns are accepted within 30 days of delivery, subject to item condition and eligibility.

  • Items must be unused, undamaged, and in original packaging. Certain items (e.g., personalized/custom) may be ineligible.

  • Return shipping is the customer’s responsibility unless the item is defective or not as described; if the return is our error, we cover return shipping.

  • Refunds are issued to the original payment method within 7 days of receipt and inspection.

  • Please see our full Returns Policy for details.

11) Contact Us

Eternal Flame Outdoors
201 Byrd Street
Suffolk, VA 23434
United States

Email: support@eternalflameoutdoors.com

Phone: (757) 699-4267             Hours: Monday–Friday, 9:00 AM–7:00 PM ET

12) Changes to This Policy

We may update this Shipping Policy from time to time. Changes take effect upon posting. We encourage you to review this page periodically.