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FAQ

1. How long does it take for my order to arrive?

Our estimated total delivery time is 10–21 business days from the date of purchase.

This timeframe includes:

  • 3–5 business days for order processing and handling

  • 7–16 business days for shipping transit, depending on the carrier and destination

Delivery timelines are estimates and may vary due to carrier scheduling, freight transit, or customer availability. Shipping timelines apply Monday through Friday.

House Fire Grill manages customer support, order coordination, and post-delivery assistance for all orders.

2. What is the order cut-off time?

Orders placed before 4:00 PM (GMT-05:00) Eastern Standard Time are processed the same business day.

Orders placed after the cut-off time, on weekends, or on holidays will begin processing the next business day.

3. Do you offer free shipping?

Yes.

  • Orders over $199 USD qualify for free curbside shipping within the contiguous United States.

  • Orders under $199 USD are subject to a flat shipping fee of $6.95 USD.

Shipping costs (if any) are clearly displayed at checkout before payment.

4. Which carriers do you use for delivery?

We ship within the United States using trusted carriers, including USPS, UPS, FedEx, and LTL freight carriers.

Carrier selection depends on product size, weight, and destination. Large or heavy items are shipped via freight curbside delivery.

5. What payment methods do you accept?

We accept the following payment methods:

  • Visa

  • MasterCard

  • American Express

  • Discover

  • Diners Club

  • JCB

  • UnionPay

All payments are processed securely and charged in USD.

6. How do I request a return?

To start a return, please email support@housefiregrill.com with:

  • Your order number

  • Delivery date

  • Reason for the return

Return requests must be submitted within 30 days of delivery.
Products must be unused, uninstalled, and returned in original packaging.

7. Are there any fees for returns?

Yes.

  • A 15% restocking fee applies to all eligible returns.

  • Customers are responsible for return shipping costs, unless the return is due to a confirmed defect or shipping damage.

Orders that are refused, cancelled after shipment, or returned due to incorrect shipping information are also subject to the restocking fee.

8. How long does it take to receive my refund?

Once your return is received, inspected, and approved by the warehouse:

  • Refunds are processed within 7 business days

  • Refunds are issued to the original payment method

  • Your bank or payment provider may require additional time to post the refund

9. What should I do if my package shows “delivered” but I haven’t received it?

Please:

  1. Check around your property and with household members

  2. Confirm the shipping address used at checkout

  3. Contact the carrier directly to file a claim

If the carrier confirms the package is lost, contact us with your order number for further assistance.

10. Can I cancel my order after placing it?

Order cancellations may be requested shortly after purchase, provided the order has not yet entered processing or shipment.

To request a cancellation, email support@housefiregrill.com as soon as possible. Once processing or shipping has begun, cancellations may not be possible.

Contact Us:

We’re always here to help.

Email: support@housefiregrill.com 

Phone Number: +1 888 708-8002

Customer Support Hours: 9:00 am to 9:00 pm Between Monday to Friday

Saturday to Sunday : 9am - 6pm EST

Time zone: (GMT-05:00) Eastern Standard Time (New York)