Shipping policy

Shipping at a Glance

  • Shipping regions: Addresses within the United States.
  • Shipping cost: Free on every order, with no minimum spend.
  • Order cutoff: 5:00 PM EST on business days for same-day processing.
  • Handling time: 1 to 2 business days. Made-to-order pieces follow the lead time shown on their product page.
  • Transit time: 6 to 8 business days.
  • Total estimated delivery: Usually 7 to 10 business days, plus the stated lead time for made-to-order pieces. Delivery timing for your address is confirmed with your order.
  • Shipping carriers: USPS, UPS and FedEx, with freight carriers for large and heavy pieces.
  • International orders: Not offered at this time.
  • Customer support: support@elementflows.com, with replies within 1 to 2 business days.

Made-to-Order Lead Times

Several of our fire tables and bowls, including many Fire by Design pieces, are built for each order. Their lead time is shown on the product page and is the time before the piece ships. Those pieces follow that lead time in place of the handling time above, and transit begins once the piece leaves the maker. The product page is always the reference for how long a made-to-order piece takes.

When Your Order Is Processed

An order confirmed before 5:00 PM EST on a business day starts processing the same day. Orders that come in later, or on a weekend or federal holiday, start on the next business day. Getting an order prepared and handed to the carrier then takes 1 to 2 business days. This step comes before transit and is counted separately from it.

Freight Delivery and Checking Your Shipment

Fireplaces and water features are large and heavy, so most of them travel by freight rather than standard parcel. Delivery timing for your address is confirmed with your order. When the freight arrives, please inspect the carton and the piece before you sign, and write any visible damage on the delivery receipt. Then send us your order number and photos so we can sort it out under our Refund & Return Policy.

Time in Transit

After the carrier collects an order, transit normally takes 6 to 8 business days. Put together with handling, most orders reach you within 7 to 10 business days of checkout. For made-to-order pieces, add the lead time shown on the product page.

Carriers and Tracking

Parcels go with USPS, UPS or FedEx. Large pieces go with a freight carrier. The carrier is chosen by destination, size and weight, and it stays the same once the order is in processing. Every shipment is tracked from start to finish. We email a tracking number when your order ships, and it may take up to 24 hours to show updates. You can follow it on the carrier's site or on our Track Your Order page. If tracking has not moved for more than 48 hours, let us know.

Where We Deliver

Element Flows delivers to addresses within the United States, and orders ship from within the country. We do not offer international delivery yet, though we would like to extend our coverage over time.

Possible Delays

Most orders arrive within the times above. Now and then a delivery is held up by things outside our control, such as severe weather, natural emergencies, carrier disruption, heavy volume at holiday peaks or an address that is wrong or incomplete. If your shipment is running well behind, email support@elementflows.com and we will look into it.

Contact

For anything about a delivery, see our FAQs or reach us through Contact Us, and you will hear back within 1 to 2 business days.

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.