Lead Times, Freight Delivery and Inspection
Many of our fire features are built to order, and most arrive on a pallet, on a freight truck, weighing more than a person can lift alone. That is part of what makes them permanent pieces, and it is why the ten minutes at the back of the truck matter so much. Here is how lead times work, what delivery looks like, and exactly what to check before you sign.
How lead times work
Many of the pieces we sell are made to order. Fire Pit Art, for example, says every creation is made to order and that work begins after the order is placed. Concrete makers cast, cure, finish and seal each piece, and natural stone tables are cut and fitted one slab at a time. That craft takes time, and the time varies by brand, by finish and by season.
Because of that, we do not publish one lead time for everything. The expected lead time is shown on each product page, and our team confirms it with you before the order ships. If you are working toward a date, such as a party, a pool opening or the end of a construction project, tell us when you order and we will tell you honestly whether it is realistic.
How freight delivery works
Large fire features travel by freight carrier on a pallet, strapped and wrapped. The carrier usually calls ahead to schedule a delivery window. Fire Pit Art, for instance, ships its pieces by LTL freight from Tennessee, and the dispatcher calls to set a four hour window. Waterstone ships its stone tables on a pallet with the base on top, wrapped in carpet and padding.
Our standard delivery is curbside or to the end of the driveway, and some oversized items are delivered from the back of the truck. Freight trucks rarely carry a forklift, so a liftgate, a hydraulic platform at the back of the truck used where there is no loading dock, brings the pallet down to the ground. Threshold delivery, where the carrier brings the item past the curb to your door, is available for a charge on most items; add it from the product page or as our threshold delivery service. White glove service is quoted on request. The full terms are on our shipping and returns page.
Choosing the right delivery option
The right option depends less on the piece than on the site. A modest fire bowl going onto a driveway patio needs nothing more than standard delivery and two friends. A long concrete table headed for a backyard up a flight of steps is a different job, and it is better to decide how it will get there before the truck arrives than while the driver is waiting.
Ask yourself three questions. How far is it from where a truck can stop to where the piece will live? Are there steps, a gate or a slope along the way? And who, exactly, will do the lifting? If the answers are long, steep or uncertain, threshold or white glove service, or a local landscape crew booked for the same day, is money well spent. If you are working with a contractor, share the delivery window with them so the crew is on site when the pallet comes off the truck.
Think about where the piece will wait, too. If the gas line or the patio is not finished, the feature may sit in its packaging for a while. Keep it on its pallet, off wet ground, and out of the way of other trades until the installer is ready.
Prepare for delivery day
A little planning turns delivery day into a non-event. Walk the route from the street to the final spot and measure the narrowest point, whether a gate, a side yard or a set of steps. Note slopes, gravel and soft lawn, which are hard on hand trucks and pallet jacks.
Line up help. Fire Pit Art says its typical fire pits weigh 110 to 195 pounds and that two people can usually move one into place after it is off the pallet. Concrete tables and stone slabs can weigh far more, so a large piece may need a crew, a pallet jack or equipment. Waterstone suggests sliding a table out of a truck onto a wheelbarrow. Have tools ready too: Fire Pit Art tells customers to have wire cutters for the steel bands on the crate. Keep your phone charged for photographs.
Inspect at the truck, before you sign
This is the step that matters most. Before you sign anything, count the pieces against your order and look closely at every carton and crate. Crushed corners, punctures, broken pallets, tipped crates and wet packaging are all worth a closer look. If you can, open the packaging with the driver present.
If you see damage, or even suspect it, write it on the delivery receipt (the bill of lading or whatever document the driver asks you to sign) in plain words, such as "crate corner crushed, item not yet inspected" or "two cartons received, three ordered." Take photographs of the packaging and the damage before anything is moved or unwrapped further. Freight carriers give the same advice: tell the driver, note the damage on the proof of delivery and photograph it. A clean signature with no notes makes a later claim much harder.
If something arrives damaged
Call us at 888-887-1870, Monday to Saturday, 9 to 5 Eastern, or contact us in writing, and send your photographs. Keep the packaging and the pallet until the claim is settled, because the carrier may want to see it. Do not install, repair or fill a damaged piece; a repair made before the claim is reviewed can complicate it with the carrier and with the manufacturer's warranty.
Handmade concrete has natural variation, and some manufacturers say so in writing. Slick Rock, for example, notes that pre-cast concrete can develop small non-structural cracks, and several makers note color and texture variation between pieces. If you are unsure whether something is damage or character, send us photographs and we will help you sort it out with the manufacturer.
Moving it into place
Once the piece is inspected, move it slowly and on its base, not by thin edges or rims. Protect finished surfaces with blankets. Set concrete and stone on the prepared, level surface and check it with a level before the gas and power connections are made. A shim may be needed for natural stone; Waterstone notes that its Banded Taconite fire rock is not perfectly flat on the bottom.
Before the first fire
Read the manual before anyone connects anything. Gas installation should be done by a qualified, licensed gas professional, and wiring for electronic ignition by a licensed electrician. Check the parts against the list in the manual, as our guide to what comes in the box explains, and keep your invoice and warranty paperwork together. The warranties by brand guide explains what each manufacturer asks for when you make a claim, and the before you buy checklist covers site preparation.
Common questions
How long will my fire feature take to arrive?
It depends on the brand, the model and the finish, because many pieces are made to order. The expected lead time is shown on each product page, and our team confirms it with you before the order ships. If you have a date in mind, tell us when you order so we can confirm whether it is realistic before you commit.
Will the driver bring the fire feature into my backyard?
Standard freight delivery is to the curb or the end of the driveway, and the carrier does not move the piece into place. Threshold delivery can be added from the product page on most items for a charge, and white glove service is quoted on request. Plan for helpers or equipment to move a heavy piece from the curb to its final spot.
What should I do if the crate looks damaged?
Do not sign a clean receipt. Inspect the item with the driver if you can, write the damage or suspected damage on the delivery receipt in plain words, and photograph the packaging and the product before anything is moved. Then contact us right away with the photographs, and keep all packaging until the claim is settled.
Do I need to be home when my fire feature is delivered?
Yes, plan on it. Freight carriers usually call ahead to set a delivery window, and someone needs to be there to receive the shipment, inspect it and sign the delivery receipt. That inspection is your best protection if anything was damaged in transit. If you cannot be there yourself, ask someone you trust who knows what to check and how to note damage before signing.
Sources
- Fire Pit Art, Delivery Method, made to order, LTL freight, delivery window, weights, wire cutters
- Waterstone, FAQ, packing and moving tables
- Waterstone, Banded Taconite Magnetic Fire Rock, shims
- RXO, LTL freight damage claims, noting damage and photographs
- Old Dominion Freight Line, What Your Accessorial Charges Mean, liftgate and inside delivery
- Slick Rock Concrete, Proper Care and Maintenance, non-structural cracks
- Elementi, Warranty and Return Policy, color and texture variation
