Shipping policy

How We Ship Your Order

Processing Time
Orders are typically processed and shipped within 24-48 hours of purchase.

Delivery Times
Most in-stock orders arrive within 7-10 business days of shipping. Some sizes and finishes are made to order, which extends delivery to 10-18 business days. We'll confirm your expected timeline after checkout.

Some orders require freight shipping due to size or weight. If your order qualifies, a member of our team will contact you after purchase to coordinate delivery details.

Cancellations

You may request to cancel your order for a full refund up to 48 hours before it ships. Once tracking information has been generated, the order can no longer be canceled.

If you miss the cancellation window, contact us and we'll help arrange a return at your expense.

Exceptions
Custom-made and made-to-order products are fabricated specifically for you. Once materials are ordered and fabrication begins, these orders cannot be canceled, and all sales are final.

Lost Shipments

Packages Lost in Transit
If your package is lost in transit (not marked as delivered), contact our Customer Success Team at support@biowaterflame.com within 5 days of the estimated delivery date. We'll file a claim with the carrier to investigate.

Please note:

  • A package isn't considered lost until a claim has been filed with the carrier and confirmed through their investigation.
  • Once the carrier confirms the package is lost, we'll move forward with next steps to resolve the issue.

Packages Marked as Delivered But Not Received
If tracking shows your package as delivered but you haven't received it, please:

  1. Check nearby areas of your property where the carrier may have left it.
  2. Ask household members or neighbors if they received it on your behalf.
  3. Contact your local mail carrier for more delivery details.

BIOWATERFLAME is not responsible for stolen packages or items missing after being marked as delivered. For further assistance, reach out to our Customer Success Team at support@biowaterflame.com.

Defective or Damaged Merchandise

Please inspect your product carefully upon delivery and keep the original packaging until you've confirmed it arrived in satisfactory condition.

If your product arrives damaged, or you receive an incorrect item, contact our Customer Success Team at support@biowaterflame.com within 30 days of delivery. Claims reported after 30 days cannot be considered for a replacement or refund, no exceptions. See our Return Policy for full details on the replacement and refund process.

Photo Requirements
To process a damage claim, we'll ask for the following clear, well-lit photos:

  1. A close-up of the damaged area
  2. The full product with the damaged area visible
  3. The product's packaging
  4. The damaged portion of the shipping carton

Damaged items will be held in our warehouse for up to 30 business days unless you request otherwise in writing. After 30 business days, items will be disposed of or donated.

Missing Hardware or Components

If your product arrives with missing hardware or components, contact our Customer Success Team right away at support@biowaterflame.com.

You must report missing pieces within 30 days of delivery. Claims submitted after that window cannot be accepted, no exceptions.