FAQs
Frequently Asked Questions
Buying a fire table, a fire bowl or an outdoor heater usually brings a few practical questions about lead times, delivery and what the installation will need. The answers below cover the ones we hear most often. Anything not covered here can go straight to our team through the Contact Us page.
Choosing and Ordering
What does Element Flows offer?
We offer gas fire tables, fire bowls and fire and water bowls from Fire by Design, and electric and gas outdoor heaters from Bromic. Each product page lists sizes, finishes and specifications so models are easy to compare.
Are these new, genuine pieces?
Yes. Every piece is a new factory piece from the manufacturer's own supply chain, and it comes with the maker's documentation such as the installation manual. We do not sell copies, gray-market units or reboxed returns.
How do I place an order?
Choose the model and any options on its product page, add it to your cart and carry on to checkout. Enter the delivery address and payment details, then submit. A confirmation email follows as soon as the payment clears.
Can I change or cancel my order?
Yes, as long as you contact us within 24 hours of ordering. Email support@elementflows.com with your order number straight away. After those 24 hours the order is in fulfillment and can no longer be changed. For made-to-order pieces it helps to settle the size, finish and fuel type before you check out.
Can you help with a larger project or several pieces?
We can. If you are planning more than one piece for a home or a trade project, email support@elementflows.com with the models and quantities, and we will come back with pricing and product availability.
Lead Times and Delivery
How long will my order take to arrive?
Delivery is free on every order within the United States, with no minimum. Orders placed before 5:00 PM EST on a business day start processing that day. Handling takes 1 to 2 business days and transit 6 to 8 business days, which usually adds up to 7 to 10 business days in total. Delivery timing for your address is confirmed with your order. Our Shipping Policy has the full detail.
What does made to order mean for a fire table or bowl?
Fire by Design builds many of its fire tables and bowls for each order, so the lead time runs from a few days to about 8 weeks depending on the piece. Transit then follows from the point it ships.
How are big pieces delivered?
Most fire tables and bowls are too heavy for standard parcel service, so they travel by freight. Smaller orders go with USPS, UPS or FedEx depending on your location and the size and weight of the order. When a freight delivery arrives, look the carton over before you sign and write any visible damage on the delivery receipt.
Where can I follow my delivery?
We email a tracking number when your order ships. Enter it on the carrier's site or on our Track Your Order page. It can take up to 24 hours after the shipping email before tracking shows any movement.
Do you deliver outside the United States?
Not at the moment. We deliver to United States addresses only for now, though we hope to reach further in the future.
Installation and Care
What does a Bromic heater need before it goes in?
Electric models need a suitable electrical supply, and gas models run on natural gas or propane. Each heater must be mounted with the clearances set out in Bromic's installation manual. New wiring should be done by a licensed electrician and gas connections by a licensed gas fitter.
How is a fire and water bowl installed?
A fire and water bowl needs a gas line for the burner and a water supply from a pool, spa or recirculating feature for the spill. The gas connection should be made by a licensed gas fitter, and your pool builder is usually the right person to plan the water line.
Is there a manufacturer warranty?
Yes. Each piece carries its manufacturer's limited warranty, from Fire by Design for the fire tables and bowls and from Bromic for the heaters, and the terms come with the product documentation. If something looks wrong when your order arrives, contact us first as described in our Refund & Return Policy.
Paying for Your Order
Which payment methods do you accept?
You can pay with American Express, Apple Pay, Diners Club, Discover, Google Pay, MasterCard, PayPal, Shop Pay and Visa. Every payment runs through a secure gateway, and your full card details are never kept on our systems.
Returns and Refunds
Can I return a piece?
Yes, within 30 days of the delivery date. The piece needs to be unused and complete, in its original packaging, with all parts and manuals and with factory seals left as they arrived. There is no restocking fee. A few items are marked final sale on their product page and cannot be returned. The complete terms are in our Refund & Return Policy.
How do I send something back?
Returns work in three steps:
- Email support@elementflows.com with your order number and the reason for the return.
- Within 1 to 2 business days we send return instructions and the address to use.
- Pack the piece in its original carton and packing and ship it to that address.
When it arrives and has been inspected, we let you know by email whether the return is approved. Keeping the carton until the piece is installed and running makes a return much simpler.
How soon is a refund paid?
Approved refunds are processed within 7 business days and go back to the payment method you used at checkout. Some banks take a few extra days before the credit appears.
Talking to Our Team
How do I reach Element Flows?
Email support@elementflows.com or use the form on our Contact Us page. We are available Monday to Friday, 9:00 AM to 5:00 PM (EST), and reply to every message within 1 to 2 business days.
Can you help me pick the right size?
Yes. Send us the details of the space, such as the size of the patio for a heater or the seating area for a fire table, and we will point you to the specifications that matter for it.
Useful Pages
These pages hold the full detail behind the answers above:
Contact
Still unsure about a model, a lead time or an install? Write to us through Contact Us and our team will help.
Contact Information
Store Name: Element Flows
Address: 55 Paradise Ln, Bay Shore, New York, 11706, United States
Email: support@elementflows.com
Number: +1 (929) 512-7565
Hours of Operation: Monday to Friday, 9:00 AM to 5:00 PM (EST)
We aim to respond to all inquiries within 1 to 2 business days.