We want you to have an extraordinary experience with your Firewalker Ovens products. Our support team is here to answer your inquiries and help if with issues.

ORDER AUTHORIZATION 
You will receive a confirmation email shortly after placing an order. This confirmation email verifies we have gotten your order request and pre-approved your credit card. 

After your credit card is pre-approved, we contact our suppliers to ensure that your items are in-stock and available for immediate shipment. If the product(s) you ordered is unavailable, we will void the credit card pre-approval and contact you via phone or email. If the product(s) you ordered are available for quick shipment (inside five business days), we will process the pre-approved credit card charges and prepare the order for delivery.

ORDER SHIPMENT
You will receive confirmation within 48 hours of your order's departure from the distribution center. If you do not receive the following information within six business days of your order, please email contact@firewalkerovens.com. Most orders ship via freight carriers and delivery times are estimates. We can't verbally guarantee a particular date, but we will do our absolute best to expedite your order. Outside variables, such as climate, location, current events, and conditions may affect delivery.

CANCELLATIONS, REFUNDS AND RETURNS
We want you to be satisfied with your order. Orders may be canceled at no cost before shipment. Orders canceled after shipment will be charged a 25% restocking fee and shipping charges, including return shipping. Customers who received free shipping will be charged an additional 10% shipping fee. Refunds will be processed once the product(s) has been received and inspected at the distribution center. Since we can't sell used or damaged items, all returns must be in new and unused condition, including all packaging. 

All returns require authorization. 

Refunds will be issued to the credit card that was used to place the order.

Our Returns Policy is valid for 30 days. If 30 days have passed since your delivery date, unfortunately we can’t offer you a refund or exchange.

SHIPPING INSURANCE
Firewalker Ovens provides complimentary delivery insurance with all orders; we want your product(s) to be safe during transportation. By accepting an obviously damaged box and marking for it in "satisfactory condition," you accept your order "AS-IS" and decline future refunds or substitutions. Any container that appears damaged on the outside will likely contain a damaged product inside. You must immediately record cargo claims with the freight company and Firewalker Ovens.

DAMAGES
Please examine your order and ensure items were not damaged during transportation. If your order arrives damaged, please reject the delivery, take note of the damage and send photos to contact@firewalkerovens.com so we can prepare an insurance claim. By accepting a damaged parcel, you void our ability to claim insurance or authorize refunds. Kindly DO NOT sign for a case/container that shows evidence of severe damage. 

DELIVERY
All freight shipments will be delivered "curbside" at the end of your driveway or street. Curbside delivery does not include set-up, assembly, or removal of packing materials. Please contact us for alternate delivery options.

We deliver to physical street addresses in the lower 48. P.O. box delivery is not available. 

An adult must be available to sign for the delivery.