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Placing an order with us is safe, straightforward and simple. Here's how it works:
How to Order
Ordering through our website is easy. We accept Visa, Mastercard and American Express credit cards. For all the offline telephone numbers and addresses you may need, check our contact details.
Shipping & Handling
Most orders placed before 13:00 (EST) / 10:00 (PST) (Monday-Friday) are shipped from our warehouse the same day, subject to stock availability and any security checks.
Orders are shipped from our warehouse in Philadelphia for dispatch to your address either via USPS or secure courier depending on the service level you have selected.
Pre-orders for products not currently in stock will ship as soon as stock is available - therefore a separate shipping charge will apply to each pre-ordered item. You will be notified of any additional shipping charges on our Checkout.
During times of peak seasonal demand (for example Valentine's Day, Father's Day, but especially at Christmas) there may be a slight delay in the shipping of your order, so please check our homepage for details and allow extra time for delivery.
There is a 'delivery time' link on every product that tells you if it's in stock or not, and also the expected delivery time. If for any reason there's a major delay with the expected delivery time, we'll contact you and explain the situation.
Please note we cannot deliver orders to PO Box addresses.
Overseas Orders & U.S. Forces - APO/FPO
We accept orders to APO/FPO addresses which are charged at our Standard Delivery rate. There are some restrictions regarding which products can be sent but we will contact you if your order is affected by this.
If you would like to ship your order to an address outside of North America, please use our international website. Click the "change" link on the top right of our website next to the U.S. Flag.
Order Tracking
Click here to track your order - all you need is your email address and order number.
Pre-Orders
If you would like to order a product before it's released, or if it is currently out of stock, you will have the option to place a Pre-Order with us or request an Email Alert to be sent to you when the product is in stock and available to ship.
To place a Pre-Order, click the "pre-order" button to add the product to your shopping cart - a red cross will appear next to it indicating that it an "out of stock" item. When you proceed to the Checkout we will take your payment and shipping details but only charge your payment card once the goods are in stock and ready to ship from our warehouse. In the event that you order items that are in stock as well as pre-ordered items, we will only charge your card for those items "in stock" at that time and these are shipped separately. In this event you will also receive separate order numbers for those items in stock and those pre-ordered.
Sales Tax
Our warehouse and customer service team are based in Pennsylvania, so all orders being shipped within the state will be charged Sales Tax at 6%. This will be added to your order automatically at our Checkout. If you are buying on behalf of a tax exempt organization, please call us on us at 1-888-590-3473 and we can take your order. We will need a copy of your tax exemption certificate sent by fax to (302) 397-2518 or by email to sales@firebox.com before your order can be processed.
Buying & Using Gift Certificates
Firebox Gift Certificates make a great gift and they can be purchased here. If you have been given a Firebox Gift Certificates (or if you have received a Promotional Firebox Gift Certificate), you will be able to put the certificate amount towards your order at Firebox. Simply shop as usual, and enter your certificate code on our checkout page where indicated. If you would like to check the value of your Firebox Gift Certificate, click here.
FIREBOX GIFT CERTIFICATES ARE SUBJECT TO SPECIAL TERMS AND CONDITIONS THAT MAY BE FOUND HERE.
Security & Credit Card Safety
Your safety is guaranteed because Firebox.com uses the latest security measures to protect your details when you shop with us. We use 128-bit SSL Software to encrypt your credit/debit card information when you place an order on our secure server, which means that only we are able to decrypt the information in order to process your transaction.
After you click on the "Proceed to Checkout" button, secure pages are indicated by:
- the web address changing from "http://" to "https://"; and
- a "padlock" symbol (or key) in the bottom right-hand status bar of your web browser.
Complaints...
We welcome all feedback about our service and we aim to deal with any problems or difficulties experienced by our customers both quickly and fairly.
If you feel you have a complaint you wish to make please e-mail us at sales@firebox.com or call our Customer Service team on 1-888-590-FIRE / 1-888-590-3473.
We have a simple but comprehensive returns and refunds policy which means that most queries can be resolved quickly and easily over the phone. For issues that cannot be resolved immediately we will respond within 24 hours either resolving your complaint or with an expected timescale for resolution of theissue.
Returns And Refunds...
...are both easy as part of our total customer service. We believe that you will be delighted with your product but there may be occasions where you feel it necessary to return an item. We aim to keep the process as simple as possible. These terms do not affect your legal rights as a consumer.
- Unwanted Goods
If you return the product (having taken reasonable care of it) within 30 days of the date on which you received it, we will refund you the purchase price of the product (excluding shipping). All you pay for is the return shipping cost of the goods. Please contact us by email (at sales@firebox.com) or by telephone (on 1-888-590-FIRE / 1-888-590-3473) to inform us you wish to return the goods and we will provide you with a Returns Code (which you may wish to include with the package to ensure we process your return as efficiently as possible). Your refund will not include any services we have performed (including your outbound shipping costs).
- Faulty Goods
If you receive an item from us which is faulty, which you did not order or for any other reason which is our fault, please contact us by email (at sales@firebox.com) or telephone (on 1-888-590-FIRE / 1-888-590-3473) to inform us within 30 days of receipt and we will arrange a refund or replacement. In the event of you returning goods to us we will also pay you return shipping costs (subject to approval of shipping method). In this event, please contact us first and we will provide you with a Returns Code (which you may wish to include with the package to ensure we process your return as efficiently as possible) and we will also advise you how to send the item back to us. We usually ask that you send items back to us via USPS, but occasionally items may have to be picked up by our courier. Please retain a receipt for your shipping costs to enable us to process the refund for your return shipping costs.
For help with items later than 30 days after purchase please email us for more information.
- Returns Address
Below is our standard returns address for unwanted goods. For faulty goods, please contact us and we will provide you with a free shipping address.
Firebox.com Returns
2050 Elmwood Ave
Sharon Hill
PA 19079
You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery and which is insured up to the value of the goods.
Please read the Firebox.com Terms and Conditions.
Special Christmas Returns Policy
Unwanted Christmas gifts? Concerned that you're not going to able to send stuff back to us after the Holiday Season? Don't worry!
If you buy something from us and the recipient doesn't have the taste to realise a) how great both you and your gift are or b) the possible benefits of owning more that one of it/them, then you can send the product back to us for a refund as long as the product is unopened and in perfect condition*. You must advise our Customer Service team before JANUARY 15TH and we must receive it back in our warehouse before the end of the month. Recipients can even send their gifts back directly to us and we can offer them a Firebox.com Gift Certificate matching the value of the initial purchase.
*perfect condition means just that.
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