Return & Refund Policy

OUR RETURN & REFUND POLICY

All returns must occur within 30 days of the date your order is delivered. To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any item we receive back that is not in its original condition, is damaged or missing parts for reasons not due to our error, will result in a partial refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-7 business days.

RETURN SHIPPING

To return your product, first notify us via email: info@entradafirepits.com  with your reason for wanting to return. Please send from the same initial email you used when placing your original order, so we can verify it is indeed you. Provide your Order number and date you placed your order. Once the return is approved by our customer service team you will be emailed your return shipping labels and you will need to print these, attach them to the correct boxes and ship your product(s) to: Entrada Smokeless Fire Pits, 1956 US-6 B, Fruita, CO 81521, United States.  Shipping costs are non-refundable. If you receive a refund, the cost of return shipping may be deducted from your refund. We cannot guarantee that we will receive your returned item.

EXCEPTIONS

The following items cannot be returned or exchanged:

  • Customized pieces, specifically built for the customer

 

TO CANCEL AN ORDER

If you need to cancel an order for any reason please, send us an email at: info@entradafirepits.com. Please send from the same initial email you used when placing your original order, so we can verify it is indeed you. Provide your reasoning for needing to cancel along with your Order number and date you placed the order. We will do our best to cancel, but if your items have already been packaged for shipping we cannot guarantee the cancellation will be granted.

DAMAGED ON ARRIVAL

If all or part of your order arrives damaged via the carrier to your provided shipping location, please refuse the delivery- (do not sign for anything). If the delivery company left the packages at your door and it is too late, please reach out to us via email at: info@entradafirepits.com. Please send email from the same initial email you used when placing your original order, so we can verify it is indeed you. Provide your Order number, description of the damage and pictures so we can access the damage. We will then forward these to our shipping provider and will notify you via email what the next steps will be.

FAULTY MANUFACTURING OR BROKEN AFTER USE

If your order arrives and you notice faulty manufacturing, or the item breaks after use, this is not the type of experience we want our customers to have. Please reach out to us via email at: info@entradafirepits.com. Please send from the same initial email you used when placing your original order, so we can verify it is indeed you. Provide your Order number, description of the issue and pictures so we can access it further. We will do our best to get a replacement for you. Please visit and read our Warranty page for full transparency and descriptions of what is considered covered and what is not.

CUSTOMER CHANGE OF MIND

If you receive your order and have changed your mind you have 30 days from the date of delivery to return it for a refund. To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any item not in its original condition, is damaged or missing parts for reasons not due to our error, will result in a partial refund. Please refer to above steps to take to start your return.

WRONG PRODUCT RECEIVED

If you receive your order and notice that we sent you the wrong product or it differs from the order you placed notify us via email at: info@entradafirepits.com  Please send from the same initial email you used when placing your original order, so we can verify it is indeed you. Provide your Order number, description of the issue and pictures so we can access it further and get a solution worked out to get you the correct product.

EXCHANGES (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please notify us via email at: info@entradafirepits.com  Please send email from the same initial email you used when placing your original order, so we can verify it is indeed you. Provide your Order number, description of your reason for an exchange and pictures so we can access it further and get a solution worked out. The customer will be responsible for paying for return shipping. Once your exchange is approved via email, you may ship your items to us at: Entrada Smokeless Fire Pits, 1956 US-6 B, Fruita, CO 81521, United States. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75 in value, you should consider using a trackable shipping service and purchase shipping insurance. We cannot guarantee that we will receive your returned item.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at: info@entradafirepits.com

For warranty claims, visit our warranty page here.

Payment Methods we Currently Accept

Visa, Mastercard, American Express, Discover, PayPal, Shop Pay, Shop Pay Installments, Apple Pay, Google Pay, Facebook Pay

Questions

If you have any questions regarding our return/refund policy, you may contact us at: info@entradafirepits.com