Frequently Asked Questions
Everything you need to know about your home and hearth upgrades.
How long will it take for my order to ship?
Processing times vary by product. In-stock items typically ship within 2-3 business days, while custom fire pits or large furniture pieces may require 2-4 weeks for production and freight preparation.
Do you offer professional installation services?
Starfire Direct provides premium products, but we do not perform direct installations. We strongly recommend hiring a NFI-certified technician or a licensed contractor to ensure your gas or electric features are installed safely and to code.
What is your return policy?
We offer a 30-day return policy on most standard items in new, unused condition. Please note that custom-made products and certain freight-shipped items may be subject to a restocking fee or may be non-returnable.
Can I convert my natural gas fire pit to propane?
Many of our fire features are convertible, but it depends on the specific burner system. We offer conversion kits for most models; please consult the product manual or contact our experts to ensure you have the correct components for a safe conversion.
Do you provide free shipping?
Yes, we offer free ground shipping on many orders over a certain threshold within the contiguous United States. Larger items requiring LTL freight may have additional handling fees which will be calculated at checkout.
What payment methods do you accept?
We accept all major credit cards, including Visa, Mastercard, American Express, and Discover. We also offer flexible financing options through Affirm to help you build your dream outdoor space now and pay over time.