Step 1: We Acknowledge Your Claim
As soon as your claim comes through, our team will confirm receipt and let you know we're on it. If any details are missing — a photo, your serial number, or a bit more context about the issue — we'll reach out to collect them before proceeding.
The more complete your submission, the faster we can move.
Step 2: A Human Reviews Your Case
Every warranty claim is reviewed individually by a member of our support team. No automated decisions are made about your claim — a real person looks at your case, your photos, and all the details you've provided.
Review time: 2–3 business days from when we have everything we need.
We'll assess:
Whether the issue falls within our 2-year warranty coverage
What the most appropriate resolution looks like for your specific situation
Any additional context, such as your product's environment or how it's been cared for
Step 3: We'll Be in Touch With Next Steps
Once our team has reviewed your case, we'll reach out via the same channel you used to submit — chat or email — with a clear outcome and next steps.
Depending on what our team finds, the resolution could include:
A replacement — if a manufacturing defect is confirmed within the warranty period
A partial resolution — in borderline cases, we may offer a contribution toward a replacement
A care or cosmetic solution — for minor surface issues, a touch-up pen may be the right fix
An alternative offer — if the issue falls outside warranty scope, we'll discuss what options are available
We'll always explain our reasoning and make sure you understand what's been decided and why.
If a Replacement Is Approved (Fire Tables)
If your product surround is being replaced, here's what to expect:
Lead time: Replacements typically ship within 90–120 days, depending on inventory and production schedules. If a shipping contribution is required, the lead time begins once that payment is confirmed.
Delivery: Your replacement will arrive via curbside delivery — to the kerb or driveway of your address. This doesn't include inside delivery, unpacking, or assembly.
Your existing burner: Please hold onto it — it will be reinstalled into the new surround.
Disposal: Removal and disposal of the original surround is your responsibility. Most customers find a local waste service or general contractor can help.
We'll ask for your shipping address and two contact phone numbers so the carrier can reach you to coordinate delivery.
Haven't Heard Back?
If it's been more than 3 business days and you haven't received an update, please get in touch — we want to make sure nothing has slipped through.
Click the chat icon on any page and we'll look into it straight away.