Frequently Asked Questions
Everything you need to know about your Starfire Direct experience, from shipping to product care.
How long will it take for my order to arrive?
Standard in-stock items typically ship within 2-3 business days. For custom fire pits or large furniture sets, lead times can vary between 2-6 weeks depending on the manufacturer and freight schedules.
Do you offer professional installation services?
While we do not provide direct installation, we highly recommend hiring a NFI-certified technician or a licensed plumber for gas connections to ensure safety and maintain your product warranty.
What is your return policy for outdoor living products?
We offer a 30-day return window for most unused items in their original packaging. Please note that custom-made orders and gas logs that have been burned are not eligible for return.
How do I calculate how much fire glass I need?
You can use our online Fire Glass Calculator by entering the dimensions of your fire pit or fireplace. Generally, you want the glass to cover the burner by approximately one inch for optimal flame performance.
What happens if my order arrives damaged via freight?
It is critical to inspect your delivery before signing the BOL (Bill of Lading). If you notice damage, note it clearly on the driver's paperwork and contact our support team within 48 hours so we can file a claim and send a replacement.
Are there financing options available for larger purchases?
Yes, we partner with Affirm to provide flexible payment plans, allowing you to pay for your outdoor upgrades over time with competitive interest rates.