Shipping policy
Shipping & Delivery Policy
Free Shipping:
We currently offer free shipping on most custom-made orders within the continental U.S. (lower 48 states).
Shipping to Alaska, Hawaii, Canada, and Puerto Rico is available by custom quote — please contact us for details.
How Your Order Ships
We use the fastest and most reliable shipping method available for your area. Most orders ship via FedEx, UPS, or AIT Worldwide.
When your order leaves our facility, you’ll receive an email with tracking information. You can track your shipment online or by contacting the carrier directly for an estimated delivery date.
If you notice any unusual delay or issue, please contact us right away.
Order Status:
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Check online order status [here].
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Email: info@exceptionalfire.com
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Call: 949-522-2585
Estimated Transit Time:
Once shipped, deliveries typically arrive within 3–6 business days.
When your shipment reaches the local freight terminal, the carrier will call you to schedule a delivery appointment.
Important Delivery Instructions
When your order arrives, inspect it carefully before signing the delivery receipt.
By signing, you are legally confirming that your order was received in good condition.
If you see any damage — even to the outer packaging — write “CONTENTS DAMAGED” clearly on the delivery receipt before signing.
This ensures that any damage claim can be resolved quickly and without issue.
If you cannot inspect the shipment immediately, write “CARTON DAMAGED – INSPECTION PENDING” on the delivery receipt.
Damage & Reporting Policy
All products are inspected before shipping and packaged securely. However, rare cases of freight damage can occur.
To protect your claim rights:
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Note any visible damage on the delivery receipt before signing.
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Contact us within 24 hours of delivery if damage is discovered.
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Email: info@exceptionalfire.com
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Include photos of the damaged packaging and product.
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We cannot be held responsible for replacement or repair costs if damage is not noted on the delivery receipt at the time of delivery.
Additional Fees
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Oversized or crated products may incur additional freight charges.
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Change of delivery address after dispatch: $200 re-routing fee.