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Customer Service FAQ

About FireCraft

About Orders, Shipping, & Returns



What is FireCraft?

FireCraft, Inc. is the trusted source for authentic world-class quality grilling equipment for those who desire to live the grilling lifestyle. Our mission is to deliver world-class advice while helping you select the best grilling products available.

How can I contact FireCraft?

It’s easy, you can contact us one of three ways: Call us at 800.745.6109 M-F, 9am – 5pm EST
Email us anytime at [email protected]
Or write us at: FireCraft, Inc.
1028 Saunders Lane
West Chester, PA 19380

How does FireCraft protect my privacy?

FireCraft is committed to keeping your personal information private and safe. Details of our privacy policy can be found on our Privacy Policy page.

Will I be charged sales tax?

Most of our customers are not charged sales tax. However, if you live in Pennsylvania, purchase products from us at certain events and trade shows, or place certain special orders you will be charged the applicable amount of sales tax.

How does FireCraft protect my credit card information when ordering over the web?

We promise that ordering from FireCraft is safe, secure, and easy. We are 100% committed to protecting your credit card information and use secure socket layer (SSL) software, which is the industry standard and among the best software available to secure commerce transactions. SSL encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels on the Internet. Of course, if you feel more comfortable, you can always phone in your order toll free at: (800)745-6109.

How can I check the status of my order?

It’s easy, just click here: TRACK MY ORDER HERE or call us at (800) 745-6109, we will give you an update on the status and delivery date of your order.

How do I place an order with FireCraft?

We strive to make the order process simple and fast for you so you can get back to the grill ASAP. There are several ways to place an order with FireCraft:

Call us toll free at 800-745-6109
Email us at [email protected]
Place an order using our website

Fax in a completed FireCraft Order Form to 484-887-1655

How long will it take to receive my order?

We make every effort to get you your package as quickly as possible. For complete details on our shipping policy and average delivery times please visit our Shipping Policy page.

If you happen to be in the area, feel free to stop in and pick up your order at our customer counter. Please call ahead to make sure we have your items in stock as some special orders and drop ship orders may not be housed in our main warehouse.

Our address is:

FireCraft, Inc.
1028 Saunders Lane
West Chester, PA 19380

What is your shipping and returns policy?

If you are not completely satisfied with one of our products you may return it any time within 30 days of the date of sale for a hassle-free refund of the amount paid for the product. Refunds do not include shipping costs. On exchange of defective products, FireCraft will also pay for shipping on the outbound replacement product. We only require that the product not be missing components or manufacturer's documentation. Special order or non-stocking items are specifically exempted from this policy and will be assessed an appropriate re-stocking charge. Place your name and order number on the package for efficient identification. Please note that we do not pay the shipping charges involved in non-defective returning goods.

To print the Returns Form, download it here. Need Adobe Acrobat Reader? Click here

Our address is:

FireCraft, Inc.
1028 Saunders Lane
West Chester, PA 19380

When do you charge my credit card?

For most orders we charge your credit card when your order ships. For some special orders and drop ship orders we will charge your credit card when you place your order.

What does FireCraft do with backorders?

Occasionally, items you ordered might be in short supply. In this case, we will notify you if an order cannot ship in a timely manner and is placed on backorder. Note that except for some special orders and drop ship orders we do not charge your credit card until your order ships.

What is the FireCraft guarantee?

Guaranteed prices, service & satisfaction. Find the same product at a lower price, and we’ll match it. Don’t like it? Don’t want it? We’ll take it back within 30 days, no questions asked.

What is your guaranteed lowest price policy?

We will match a competitor’s delivered price, which will include shipping and tax, for the same brand product as long as it is from an authorized distributor, the product is in stock and the price can be verified in a current catalog, web site, or advertisement. The pricing match guarantee will not apply to items listed from auction web sites, or clearance, closeout, discontinued, second, scratch and dent or are priced incorrectly in the authorized distributor's catalog, web site, or ad. The price match guarantee cannot be based on club or membership discounts or group buys and cannot be combined with any other offers.

How do the warranties work?

All items are covered only by their Manufacturer's Warranties and/or Guarantees. FireCraft, Inc. can assume no responsibility for use or application by the user. We have made every effort to ensure that the information on this website is correct. However any typographical or printing errors, prices or specifications (subject to change) will be corrected without prior notice.

Does FireCraft send out paper catalogs, and if yes, how can I get one?

Yes, we print paper catalog for grilling enthusiasts and rookies alike! If you would like a catalog please click on the Catalog Request link or call us at 800-745-6109 to request your copy.