1. How long does it take for my order to arrive?
Our estimated total delivery time is 7–15 business days from the date of purchase.
This timeframe includes:
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3–5 business days for order processing and handling
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4–10 business days for shipping transit, depending on the carrier and destination
Delivery timelines are estimates and may vary due to carrier scheduling, freight transit, weather conditions, or customer availability. Shipping timelines apply Monday through Friday.
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 4:00 PM, on weekends, or on holidays will begin processing the next business day.
3. Do you offer free shipping?
Yes.
We offer free curbside shipping on all orders within the contiguous United States.
There is no minimum purchase requirement.
We do not ship to Alaska, Hawaii, Puerto Rico, Guam, U.S. Virgin Islands, or other U.S. territories.
4. Which carriers do you use for delivery?
We ship within the United States using trusted carriers, including:
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USPS
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UPS
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FedEx
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LTL freight carriers (for oversized or heavy items)
Carrier selection depends on product size, weight, and destination. Large appliances and oversized items are delivered via freight curbside delivery.
5. What payment methods do you accept?
We accept:
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Visa
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MasterCard
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American Express
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Discover
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Diners Club
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JCB
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UnionPay
All payments are processed securely and charged in USD.
6. How do I request a return?
To start a return, please email info@housefiregrill.com with:
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Your order number
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Delivery date
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Reason for the return
Return requests must be submitted within 30 days of delivery.
Products must be unused, uninstalled, and returned in original packaging.
All returns require prior approval and a Return Merchandise Authorization (RMA).
7. Are there any fees for returns?
Yes.
A 15% restocking fee applies to 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:
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Refunds are processed within 7 business days
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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:
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Check around your property and with household members
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Confirm the shipping address used at checkout
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Contact the carrier directly to initiate a claim
If the carrier confirms the package is lost, contact us with your order number and we will assist you.
10. What should I do if my item arrives damaged?
Please inspect your shipment at delivery.
If damage is visible:
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Refuse delivery for major damage and note “DAMAGED” on the delivery receipt
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For minor damage, accept delivery and note “DAMAGED” on the receipt
Any damage, defects, or missing items must be reported within 5 business days of delivery by emailing info@housefiregrill.com with photos and your order number.
11. Can I cancel my order after placing it?
Order cancellation requests may be submitted shortly after purchase if the order has not entered processing or shipment.
To request cancellation, email info@housefiregrill.com as soon as possible.
Once processing or shipment has begun, cancellation may not be possible.
Contact Information :
House Fire Grill - Operated by TRUEWAVE LLC .
Customer Service & Mailing Address:
1207 Delaware Ave #3954
Wilmington, Delaware 19806
United States
Email: info@housefiregrill.com
Phone: +1 302-204-3206
Customer Support Hours:
Monday – Friday: 9:00 AM – 9:00 PM EST
Saturday – Sunday: 9:00 AM – 6:00 PM EST
Time Zone: (GMT-05:00) Eastern Standard Time (New York)