FAQs

Flame Patio Heater Website FAQ’s

Shipping Realed Issues

Where is my shipment coming from?

All shipments are processed in our Los Angeles facility and will receive shipment times as follows:

West Coast – 1 to 2 days shipping

Mid-West – 2-3 days shipping

Mountain – 3-5 days shipping

East Coast – 4-6 days shipping

* Depending on weather conditions, some delays may occur if extreme weather is hindering the shipment.

Do you ship products internationally (outside of the Continental USA)?

Yes, additional shipping charges will apply. To place an international order, please call direct at 310-559-1700 to make sure we get all necessary details to properly address the order and shipment. Please allow additional time in processing as we do not typically manage international shipments. International shipments, duties, taxes, and fees are responsibilities of the customer and are not billed at the time of your order. Please check with your Country duty policies before ordering to ensure you will receive your order successfully.

Can I get my delivery sent to a P.O. Box?

No, unfortunately, UPS does not deliver to P.O. Box addresses. For freighted orders (large units), freight carriers also will not allow delivery drop-off to a P.O. Box address.

How much is shipping? Sounds expensive…

For orders placed on www.flamepatioheater.com, shipping is included in the cost of the item and there will be no additional shipping charge. If the shipment has additional charges due to special circumstances, the additional charges will be billed to the customer in that instance.

How are your products shipped?

The majority of the Lava Heat Italia products are shipped using LTL freight carriers that are 3rd party carriers that are authorized by Lava Heat Italia. Typically, your order will arrive on a pallet, holding up to 1-5 units per pallet. For smaller units and indoor units, orders are shipping using UPS standard ground service and will be delivered on average within 1-5 business days once shipped.

Who do I call if I have shipment issues regarding my order?

For questions and changes in your shipment, call direct at 310-559-1700 and you will be transferred to the appropriate department for shipments.

Billing Realed Issues

How do you process Credit Cards?

Credit Cards are processed using Authorize.net or Paypal. Both methods use the most up to date industry standard in security to ensure the safety of your personal information. No credit card information is ever stored (for your safety).

As a result, we do require that you enter your payment method information on every order. We apologize for the inconvenience. However, our dedication to preserving the safety of your information is our company promise to you.

Who do I call if I have billing issues regarding my order?

To answer questions regarding billing issues, you can call 310-559-1700 and you will be transferred to the appropriate department for billing.

General Support

How do I use Coupon Codes or apply a Coupon?

Coupon codes can be applied on the shopping cart page in the lower section. There is a box to type your coupon code and submit for the discount. This will instantly apply the discount code to your order total.

How can I check or change my stored addresses?

On the Dashboard screen, select the option on the left side for Store Addresses. The screen will display the stored addresses on file for your account. You can add or delete addresses if they need to be updated.

What is the Discount does not require a Coupon Code?

For discounts that do not require a coupon code, the discount will be automatically applied to your order in the Checkout. If it does not apply the discount you are expecting, call us direct at (626) 377-3992 and we will take your order over the phone.

How can I check my recent orders and order history?

On the Dashboard screen below the download section displays your recent orders, and easy re-order button. In the left side menu on this screen, you can select your order history to display all orders in the system under your account.

*If you do not see your recent order under your account, please check and make sure you are using the correct account. We have noticed on occasion, different store locations may have unique accounts, with unique order processes.

What is the Dashboard?

Your Dashboard is the first screen you will see once you login to the website. On the Dashboard, you can access all details of your account profile, saved addresses, and recent order information. You can download PDF receipts of your order, or re-order with a single click.

How do I cancel an order?

Orders can be canceled the same day of your order if the order has not shipped. We attempt to process orders the same day as they are received, so in order to prevent issues, please call direct to cancel your order at (626) 377-3992.

How do I change or add to my order I just placed?

You can add and adjust your order as needed by calling us direct. Our staff will take the order details and will provide you with details or your updated order. Please either create a Support Ticket or call direct at (626) 377-3992.

How do I return an item?

All returns require a return authorization number that you can get by either submitting a Support Ticket or by calling direct to (626) 377-3992. Once you have received a return authorization number, please send your package back to us and we will process your return. Please allow 7-14 days to evaluate the return and verify the return amount.

Orders that were billed through a credit card processor may endure additional processing time on behalf of your credit card provider. Time delays will range based on your bank / credit card provider.

How long does it take to receive my order?

Depending on the items you have ordered, your shipment will be sent within 1-3 business days.

For delayed shipments, you will be notified of the condition and we will organize the best way to proceed. Delayed shipments may be due to backordered products, or special shipping conditions. Our shipping department is dedicated to providing the best experience and the safest shipping for your order.

How do I place an order online?

You can place an order online and our team will start processing your order right away!

Orders on the website are secured through with an SSL Certificate and are processed using PayPal secure payment gateway for Credit Cards.

In addition, orders can be paid for using by sending a Check or Money Order before your order can be shipped. Please allow 3-5 business days to process your check or money order payment. If paying by Check or Money order, please enclose a printed receipt of the order, or write the Order # on the Check for reference. You will be contacted once we receive your check and your shipment is send.

Who do I call if I have questions about my order?

To answer questions regarding your order, specific products, and available inventory, contact Customer Support at (626) 377-3992 and your call with be transferred to the appropriate department.

What are support tickets?

Support tickets are created for Customer and Dealers issues that may arise. The support ticket system is the best way to get answers to your questions, and to troubleshoot your unique problems. For more common problems, we have provided a Frequently Asked Questions self-help section that is designed to answer 90% or more of the typical questions we receive from customers and dealers such as your self.

Support Tickets can be created a few different ways… You can click the “HELP” tab on the side of the website, and a pop-up box will display to accept your ticket request.

In addition, a new support ticket can be created by sending an email to support@flamepatioheater.com, using the subject line of the email to create your Support Ticket title, and in the body of the email will become the message in the Support Ticket (aka Your Request).

For unique inquiries and difficult issues, please call Customer Support direct at (626) 377-3992 if the answer to your issue is not available in the Frequently Asked Questions, and is un-answerable through the Support Ticket system.

How can I order repair or replacement parts?

Repair and replacement parts are available for ordering online if you know the part that you are looking to replace. For questions and inquiries regarding the proper part for your unit, contact Customer Support by emailing a support request to support@flamepatioheater.com, placing your request in the email body before sending. Once we have received your request, please allow up to 24-48 hours to solve and answer your request. Some requests may take longer, however, our goal is to respond to each request as soon as possible. In addition, to speak to a representative about your problem, and get further information about the part needed, or to place your part order over the phone, please call us direct at (626) 377-3992.

How do I get more information on your products?

You can find the information on each product in 2 ways.

You can browse the product selections using the top navigation menu on the upper portion of the website. Each product is separated into convenient categories for quick browsing.

In addition, you can find products by name or description using the top Search bar. By searching, you can filter out unrelated products.

I am unable to find the product I am looking for….

If you are unable to find the product you are looking for, select the “SHOP ALL” link in the top navigation menu. Doing so will display all available products. If the product does not display here, then the product may have been discontinued from the product catalog.

Brick and Mortal Store Support

I have a question from a customer at my store and I need help answering…

For specialty support regarding the Lava Heat Italia products, contact support direct by sending an email to support@flamepatioheater.com to create an instant support ticket. Once a support ticket is created for you, our Customer Support staff will answer your questions and provide dedicated troubleshooting within 24-48 hours.

For immediate inquiries, call direct at (626) 377-3992 and a support staff member will assist in your request.

 

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