Shipping Policy

At Elementi, we want your order to arrive safely, efficiently, and with as little hassle as possible. Because many of our fire tables and outdoor furniture pieces are large and heavy, some orders require special freight delivery.

Please review the information below so you know what to expect after placing your order.

Order Confirmation

Once your order is placed, you will receive an order confirmation email at the email address provided during checkout.

We will then confirm product availability and prepare your order for shipment.

If an item is temporarily out of stock or backordered, we will contact you with the latest estimated availability.

Please review your order information carefully, including your shipping address, phone number, product model, color, and fuel type where applicable.

Changes or cancellations must be requested within 24 hours of placing your order. Final sale and discounted items may not be eligible for cancellation.

Processing & Shipping

In-stock items typically ship the same business day or within 1–2 business days, depending on the size of the order, shipping method, and time the order is received.

Once your order has shipped, tracking information will be sent to the email address provided during checkout.

Orders may be shipped by parcel carriers such as UPS or FedEx, or by an LTL freight carrier for larger and heavier products.

Shipping and delivery estimates are provided as a general guideline and are not guaranteed. Carrier delays, severe weather, holidays, regional service limitations, and other circumstances outside of Elementi’s control may affect delivery times.

Shipping Destinations

Elementi currently does not offer direct international shipping through myelementi.com.

For orders shipping to Alaska, Hawaii, U.S. territories, or other locations requiring special delivery arrangements, please contact our customer service team before placing your order to confirm availability and any additional shipping charges.

LTL Freight Delivery

Many Elementi fire tables, concrete furniture pieces, and larger outdoor products are shipped by LTL freight due to their size and weight.

If your order ships by freight, please keep the following in mind:

1. A valid phone number is required.
The freight carrier may contact you to schedule a delivery appointment once your shipment reaches the local terminal.

2. Please respond promptly to the carrier.
Delays in scheduling may result in storage, re-delivery, or other carrier fees.

3. An adult should be available to receive the shipment.
Freight deliveries generally require someone to be present during the scheduled delivery window.

4. Delivery appointments are provided in time windows.
Freight carriers typically cannot guarantee an exact delivery time.

5. Standard freight delivery is curbside.
Large products are generally delivered to the curb, driveway, or nearest accessible location using a liftgate when applicable. Standard freight service does not include placement inside your home, backyard, garage, or other specific location unless additional service has been arranged.

6. Please keep the pallet and packaging.
Do not discard the original packaging until you have inspected the product and confirmed that it arrived in good condition. Original packaging may also be required if a return is authorized.

Additional carrier charges resulting from missed delivery appointments, incorrect shipping information, refused deliveries without documented shipping damage, re-delivery, extended storage, limited-access locations, or other special delivery requirements may be the responsibility of the customer.

Inspecting Your Freight Shipment

Please inspect your shipment carefully when it arrives.

Before signing the delivery receipt:

· Check the pallet and cartons for crushed areas, punctures, tears, dents, or other visible damage.

· Confirm that the number of cartons received matches the shipment documentation.

· Take photographs of any visible damage before removing the product from the pallet whenever possible.

· Inspect the product itself if the packaging shows signs of significant damage.

If the Packaging Is Damaged but the Product Cannot Be Fully Inspected

Clearly note the damage on the carrier’s delivery receipt before signing.

For example:

“Carton damaged — product subject to inspection.”

Describe the visible damage as specifically as possible and take photographs of the packaging.

Signing a freight delivery receipt without noting visible damage may make it more difficult to file a successful freight damage claim.

Severely Damaged Shipments

If the shipment has severe visible damage and the product itself is clearly damaged:

· Take photographs of the shipment and damaged areas.

· Note the damage clearly on the carrier’s delivery paperwork.

· Contact Elementi as soon as possible for assistance.

· If appropriate, refuse the shipment and clearly write “Damaged — Shipment Refused” on the carrier’s paperwork.

Please do not refuse a shipment solely because the exterior carton has minor cosmetic damage if the product itself appears to be undamaged.

Concealed Damage

Occasionally, damage may not be visible until the product is removed from its packaging.

We strongly recommend opening and inspecting your order as soon as possible after delivery.

If you discover concealed shipping damage:

1. Keep all original packaging and the pallet.

2. Take clear photographs of the product damage.

3. Take photographs of the carton, packaging materials, shipping label, and pallet.

4. Contact Elementi customer service as soon as possible.

Please do not assemble, install, modify, or dispose of a damaged product until you have received instructions from our customer service team.

Reporting Shipping Damage

To help us resolve a shipping damage claim quickly, please provide:

· Your order number

· Product model or SKU

· Description of the damage

· Photos of the damaged product

· Photos of the exterior packaging

· Photos of the pallet and shipping label, when applicable

· A copy or photo of the delivery receipt showing any damage notation

Please email this information to:

support@myelementi.com

Our team will review the claim and provide next steps.

Depending on the circumstances, the resolution may include replacement parts, product replacement, freight claim assistance, or another appropriate solution.

Backordered Items

Although we work to keep inventory information accurate, an item may occasionally become unavailable before the website inventory is updated.

If this happens, we will contact you with the current estimated availability.

Estimated restock dates are subject to change due to manufacturing schedules, inbound freight, port delays, transportation disruptions, or other circumstances outside of our control.

When available, our team may also help you identify an alternative in-stock product.

Once a backordered product becomes available and ships, tracking information will be provided by email.

Order Changes & Cancellations

Requests to change or cancel an order must be submitted within 24 hours of placing the order.

Once an order has entered the shipping process or has already shipped, we may not be able to cancel or modify it.

If an order has already shipped and you wish to return it, the order will be handled according to our Returns & Exchange Policy, including any applicable return freight charges or other fees.

Final sale and discounted items may not be eligible for cancellation or return.

Incorrect or Incomplete Shipping Information

Customers are responsible for providing an accurate shipping address, telephone number, and contact information when placing an order.

Please contact us immediately if you notice an error in your shipping information.

Once a shipment has been tendered to the carrier, address changes may not be possible and may result in additional carrier charges.

Elementi is not responsible for delivery delays or additional charges resulting from incorrect or incomplete information provided at checkout.

Missed Freight Deliveries

Freight carriers may charge additional fees for:

· Missed delivery appointments

· Re-delivery

· Extended terminal storage

· Address corrections

· Limited-access locations

· Special delivery requirements requested by the customer

When these charges result from circumstances within the customer’s control, they may be the responsibility of the customer.

We strongly recommend responding promptly when the freight carrier contacts you to arrange delivery.

Delivery Delays

Once a shipment has been transferred to the carrier, delivery schedules are controlled by the carrier.

Elementi will make reasonable efforts to assist with delayed shipments; however, we cannot guarantee carrier delivery dates or be responsible for delays caused by weather, transportation disruptions, carrier operations, natural disasters, regional restrictions, or other circumstances outside of our reasonable control.

Questions About Your Shipment?

If you have questions about your order, tracking information, freight delivery, or a damaged shipment, our customer service team is here to help.

Elementi Customer Support
Email: support@myelementi.com

Please include your order number whenever contacting us so we can assist you as quickly as possible.