Delivery + Shipping

Overview

The delivery or shipping method for your order depends on the types of items ordered. For smaller items, UPS ground or USPS will be used. For fire features and other larger items, several options may be available depending on your delivery location such as curbside drop-off, White Glove Service or LTL freight. Your cart will reflect the delivery options available for your order.

DETAILS AT A GLANCE

  • Your cart will reflect the delivery options available for your order from the following:

    • Free: UPS ground, curbside drop-off, LTL curbside freight.

    • Available for a fee: White Glove Service, threshold delivery.

  • We only ship within the contiguous US

  • We can ship to a freight forwarder of your choosing for delivery to Alaska, Hawaii, Martha’s Vineyard/ Nantucket any outlying islands, Canada, Mexico or overseas.

  • For expedited shipping, contact us prior to placing the order. Some items may be excluded due to size, weight or fragility. Orders shipping outside the contiguous US do not qualify.

  • Third-party products may not be shipped directly by Lumacast but Lumacast will be responsible for all order notifications and status updates from orders placed on lumacast.com.

  • Accessories purchased in tandem with a fire feature will arrive in the same shipment or delivery, however depending on the items ordered you may receive multiple shipments.

  • For delivery and freight shipments, an adult must be present to inspect and sign for the shipment.

Standard Zones

ZONE 1

  • GROUND SHIPPING

  • WHITE GLOVE SERVICE

  • CURBSIDE DROP-OFF

ZONE 2

  • GROUND SHIPPING

  • WHITE GLOVE SERVICE

    • Year-round for Oregon & Washington

    • Seasonal for Arizona, Nevada, Colorado & Utah

  • LTL FREIGHT

    • Curbside drop-off

    • Threshold delivery option available from carrier

ZONE 3

  • GROUND SHIPPING

  • LTL FREIGHT

    • Curbside drop-off

    • Threshold delivery option available from carrier

Special Zones and International

ZONE 4

  • AK, HI, PR & OTHER US TERRITORIES - LTL FREIGHT

    • We will ship your product at no charge to the domestic freight-forwarder of your choosing. The consignee is responsible for arranging and paying for the necessary transportation to their final destination.

  • MARTHA’S VINEYARD & NANTUCKET ISLAND - LTL FREIGHT

    • We will ship your product at no charge to Cape Cod Express. This does not include final delivery with Cape Cod Express and all island delivery charges are the responsibility of the ultimate consignee.

INTERNATIONAL - PAO

  • LTL FREIGHT

    • Because of the complex nature of shipping internationally, please contact us for a custom crating quote. We will ship your product at no charge to the freight-forwarder of your choosing. The consignee is responsible for arranging and paying for the necessary transportation to their final destination along with any import duties and/or taxes.

Ground Shipping

AVAILABLE FOR ALL ZONES

TRANSIT TIME: 1 -7 BUSINESS DAYS

COSTS

  1. Zones 1-3: free

  2. Zone 4 and International orders may incur additional fees.

Straightforward shipping for smaller items: For compact items like material samples or covers or accessories purchased independently of a fire feature, we opt for the simplicity and reliability of UPS ground shipping. This ensures a swift and secure journey directly to your doorstep.

When your order ships, you will receive an email with tracking information. Ground shipments typically arrive in 1-7 days once shipped. This transit time is in addition to the time it takes to process your items for shipment.

California Delivery Options

RESIDENTIAL PROJECTS

TRANSIT TIME: 1 -3 BUSINESS DAYS

White Glove Service: The Ultimate Delivery Experience
Indulge in the ultimate delivery experience with Lumacast’s White Glove Service, a premium offering for those who value unparalleled care and expertise. Our team ensures seamless delivery, expert installation, and meticulous placement of your fire feature. This all-inclusive service is available, requiring only that your plumbing and site be ready for installation. Discover the full extent of this exclusive service on our dedicated White Glove Service page.

Curbside Drop-off: Complimentary and Straightforward
For a more basic delivery option, choose Lumacast’s free Curbside Drop-off. Your unit and any purchased accessories will be delivered right to the curbside of your property. The final placement will be at the most suitable flat space as determined by our delivery team. This service is straightforward and efficient, leaving the unpacking, installation, and setup in your capable hands.

COMMERCIAL PROJECTS

TRANSIT TIME: 1 -3 BUSINESS DAYS

Curbside Drop-off: Complimentary and Straightforward
For a more basic delivery option, choose Lumacast’s free Curbside Drop-off. Your unit and any purchased accessories will be delivered right to the curbside of your property. The final placement will be at the most suitable flat space as determined by our delivery team. This service is straightforward and efficient, leaving the unpacking, installation, and setup in your capable hands.

Freight Shipping

AVAILABLE FOR ZONES 2-3. WE WILL SHIP TO A FREIGHT-FORWARDER FOR ZONE 4 AND INTERNATIONAL

TRANSIT TIME: 2-10 BUSINESS DAYS

COSTS

  1. LTL curbside freight: FREE

  2. Threshold delivery: $60-120, pricing is set by carrier

Complimentary LTL curbside freight (contiguous US, excludes California ): Enjoy the convenience of FREE CURBSIDE SHIPPING when ordering any of our fire features. Our chosen LTL freight carriers ensure a smooth transit to your location. Each Lumacast product ships in a custom-built crate, designed to protect it during transit. Depending on your location, please allow up to an additional week for transit, in addition to the product lead time.

This service includes a single driver who will expertly unload your pallet at the edge of your driveway or the nearest accessible drop-off point, considering the reasonable approach to your home. Once your Lumacast product arrives at your regional distribution hub, our carrier will contact you to schedule the final delivery.

Please note, this delivery option is limited to curbside drop-off, which means it does not extend to placing the item in your garage, backyard, inside your home, or installation. Upon arrival, the responsibility of unpacking, inspecting the item, placing it in its desired location, assembly, installation, and disposal of packing materials rests with you.

For larger fire features, additional onsite accommodations may be required, such as a loading dock or forklift, due to the size of the crated unit exceeding typical liftgate capacities. By preparing for these requirements, you can ensure a seamless final setup of your Lumacast product.

Threshold Delivery: A Convenient Carrier-Provided Service

For an added layer of convenience, consider selecting the Threshold Delivery option offered by our carriers. This service upgrades the standard curbside delivery, bringing your Lumacast order closer to your home—be it your garage, front entrance, or a covered area.

Important Considerations for Threshold Delivery:

  • PRE-ARRANGEMENT IS REQUIRED: To opt for Threshold Delivery, please inform us before we finalize your shipping arrangements. We need to submit the request to our carrier to ensure this service is included.

  • DEPENDENT ON SITE CONDITIONS: This service is subject to the accessibility of your delivery site. Ideal conditions include paved access. In areas with long driveways or restricted access, such as the Hamptons, curbside delivery may be the only viable option, often resulting in items being left at street level.

  • SERVICE FEES: The fees for this carrier-provided service range from $60 to $120, depending on the carrier. These fees are required upfront prior to arranging your shipping.

Choosing the Threshold Delivery option through our carrier enhances the ease of receiving your Lumacast order, subject to the specific conditions and requirements of your delivery location.

Uncrating workflow

LINEAR FIRE FEATURES

ROUND FIRE FEATURES

Shipping Rates and Fees

Complimentary Shipping Within the Contiguous USA:
All Lumacast products are shipped using LTL curbside freight at no additional cost to you, within the 48 contiguous United States. Please note, some restrictions may apply.

Shipping Beyond the Contiguous States:
While Lumacast does not directly ship to Alaska, Hawaii, Puerto Rico, or other US territories, we’re happy to ship your product to a freight forwarder of your choice. From that point, all delivery fees will be the responsibility of the consignee.


Addressing Special Delivery Circumstances:
Occasionally, our carriers inform us of additional fees for deliveries with extreme accessibility issues or other unusual circumstances. As it's challenging to anticipate every delivery scenario, especially with nationwide shipping, we may contact you to cover these additional fees should they arise. While we accommodate a certain tolerance in shipping fees, there may be instances where additional charges go beyond our standard shipping parameters.


Missed or Rescheduled Freight Deliveries:
If you miss your scheduled freight delivery appointment or need to reschedule, be aware that additional fees may be incurred for which you will be responsible.


Updating Your Shipping Address:

  • PRE-SHIPMENT ADDRESS CHANGES: If you need to update or change your shipping address before your order is shipped, there is no additional cost. Please contact us as soon as possible to make any changes.

  • POST-SHIPMENT ADDRESS CHANGES: Should you need to change your shipping address after your order has been shipped, be advised that change of address/reconsignment fees will apply.

Returns and Exchanges After Shipment

Restocking Fees:
Each Lumacast product is individually crafted to your specifications. We encourage utilizing our material samples and detailed specifications to ensure the perfect fit for your space. Due to the custom nature of our products, returns and exchanges based on customer preference are subject to a 25% re-stocking fee.

Separate Shipping Fees on Returns:
It's important to remember that while your original order may have included complimentary "Free Shipping," this benefit represents a cost absorbed by Lumacast for delivering the product to you. In the event of a return, you will be responsible for the cost of shipping the product back to us. This return shipping cost is separate and in addition to any applicable restocking fee and will deducted from your refund.

Damaged Upon Arrival:
Upon delivery, please inspect your items thoroughly. If you find any damage, document it and inform us within two days of receipt. We will arrange for a replacement or refund as needed. There are no restocking fees or return shipping charges for damaged or defective products. To file a claim, contact us at info@lumacast.com or 888-710-1026.

Denied Returns:
If a returned item is damaged, used, scratched, burned, broken, or otherwise not in a condition suitable for resale, we reserve the right to deny the refund and return the product to you. This does not include items damaged upon arrival. To avoid this, please use adequate packing materials and retain all original packing materials (pallet, crate, wrapping, etc.). Note that disposing of packaging may affect your eligibility for return/replacement.

Custom Products:
Products with client-requested modifications are generally not eligible for return or exchange; all sales of these items are considered final.

Return Process and Time Window
To initiate a return, please contact us at info@lumacast.com or 888-710-1026 within 14 days from the date of delivery. We will guide you through the return process and provide you with the necessary information and documentation. Please ensure the product is in its original condition and packaging to avoid denial of your return. Remember, the return shipping cost and any applicable restocking fee will be deducted from your refund.