Track Your Order

Stay up to date on your order from shipment through delivery. Once your order ships and tracking becomes available, we’ll send tracking information so you can follow its progress and estimated delivery.

How Tracking Works

As soon as tracking information becomes available, we’ll send it to the email address associated with your order.

For standard parcel shipments, tracking may take 24–48 hours after label creation to show movement while the package receives its first carrier scan.

For larger items shipping by freight, tracking updates may work differently from standard parcel shipments. The freight carrier will typically contact you directly when your shipment is ready to be scheduled for delivery.

Please keep in mind that carrier tracking and estimated delivery dates are estimates and may change while your order is in transit.

If You Created an Account

You can check available order information from your Eternal Flame Outdoors account.

1. Log in to your account.
2. Open Orders to view your recent purchases.
3. Select your order to view available shipping and tracking information.

Don't see tracking yet? Your order may still be processing, in production, awaiting shipment, or waiting for its first carrier scan.

Guest Tracking

You don't need an account to track your order.

Once your order ships, open the shipping confirmation email from Eternal Flame Outdoors and select the tracking number or tracking link provided.

This will take you to the carrier's tracking information for the latest available shipment updates.

Where Can I Find My Tracking Number?

Look for the shipping confirmation email from Eternal Flame Outdoors. Your tracking number or tracking link will be included once it becomes available.

If your order contains multiple products, they may ship separately or from different locations. You may receive more than one shipping confirmation or tracking number.

Freight Deliveries

Large fireplaces, fire tables, outdoor kitchens, grills, and other oversized products may ship by freight carrier.

Freight tracking can look different from standard parcel tracking. Once your shipment reaches the appropriate stage of transit, the freight carrier will typically contact the telephone number provided with your order to arrange a delivery appointment.

Please respond promptly to the carrier and make arrangements for an adult to be available during the scheduled delivery window.

When Your Freight Shipment Arrives

Please inspect your shipment carefully before signing the delivery receipt.

• Inspect the packaging and shipment for visible damage.
• Note any visible damage on the carrier's delivery receipt before signing.
• Take clear photographs of any damaged packaging or product.
• Keep all packaging and shipping materials until the product has been fully inspected.
• Contact Eternal Flame Outdoors as soon as possible if you discover damage.

If concealed damage is discovered after unpacking your order, please contact Eternal Flame Outdoors within 7 days of delivery so we can assist with the claim.

For complete freight delivery and damage information, please review our Shipping, Delivery & Lead Times Policy.

Tracking Shows Delivered, But I Can't Find My Order

If carrier tracking shows your order as delivered but you cannot locate it, please first check the delivery area, around your property, and with other household members or individuals who may have accepted the shipment.

For parcel shipments, you may also wish to check with the carrier using the tracking information provided.

If you still cannot locate your shipment, contact Eternal Flame Outdoors and we'll help you determine the appropriate next steps.

Haven't Received Tracking?

Tracking may not be available immediately.

Your order may still be:

• Processing
• Awaiting manufacturer fulfillment
• In production if it is made-to-order
• Preparing for carrier pickup
• Awaiting its first carrier scan

If you've received a shipping notification but tracking has not updated after one business day, contact us and we'll be happy to help check the status of your shipment.

Multiple Shipments

Some orders may contain products that ship separately, particularly when items are fulfilled by different manufacturers or distribution facilities.

If your order ships in multiple shipments, you may receive separate tracking information for each shipment.

One item arriving before another does not necessarily mean the remaining portion of your order is missing.

Need Your Order by a Certain Date?

Carrier tracking dates and delivery estimates can change due to weather, freight schedules, carrier disruptions, or other circumstances outside our control.

If your order is associated with an installation or project deadline, we recommend that you do not schedule contractors or installation until the product has arrived and has been inspected.

Please see our Shipping, Delivery & Lead Times Policy for complete information regarding processing, production, shipping, and estimated delivery times.

Need Help With Your Order?

Our team is here to help with tracking, freight delivery, scheduling, or questions about your shipment.

Eternal Flame Unlimited LLC dba Eternal Flame Outdoors
Email: support@eternalflameoutdoors.com
Phone: (813) 599-0521
Hours: Monday–Friday, 9:00 AM–7:00 PM Eastern Time