PRIVACY / SECURITY
Dancing Fire Inc respects your privacy.
We collect two types of information about visitors: Personal information (such as name, address, telephone number, e-mail address, credit card information, any other information that you may provide us, etc.) that you have submitted to us, and aggregate information (such as information about how many visitors log on to our sites, the pages they access, etc.).
Information collected from you will be used only for the purpose of sending information to you about our services, responding to your questions or comments, or as otherwise may be described at the point of collection (for example on a web form or sending information to your friends email that you provided). If you provide contact information, our staff may contact you to clarify your comment or question, to provide more detailed information to you, or, if you are an existing customer, to learn about your level of satisfaction with our services.
Personal information that you provide will not be sold to third parties. Also we will not share or disclose any personal information except as needed to provide you the service you have expressly requested. We use outside shipping company to ship orders, payment processing company to accept payment from you and we use business partner that might ship shipment directly to you on our instructions.
Our Return Policy and Warranties
Under no circumstances do we take glass beads, rock, artifical logs or any material that is made to be put in a firepit. We will not take back any custom made products. If you ask for any design changes, and we will try to accommodate your changes, this is considered a custom made product and a non returnable product.
We want you to be completely satisfied with your purchase and we'll gladly take any returns but please use and follow our return policy. In order to make sure you get the proper credit for your return PLEASE ALL RETURNS MUST BE PRE-APPROVED BY OUR CUSTOMER SERVICE DEPARTMENT and a RETURN AUTHORIZATION NUMBER (RMA) MUST BE ISSUED OTHERWISE WE WILL NOT ACCEPT THE DELIVERY. Call 817-613-0029. No returns after 14 days from the day the product arrives.
All returns must be unused and returned in resalable condition and in ordinal boxes. If not we will issue a partial credit depending on the condition of the product and packaging and this is at our discretion. All Shipping and repackaging charges incurred by the customer to return the product is the responsibility of the customer. Any items being returned that we sold with "e;free shipping included"e; we will subtract the actual cost of the original delivery cost from the return credit. The amount refunded will be for the cost of the product minus any shipping cost. In some instances we have a re-stocking fee and this could be as high as 25%. We use different vendors and all vendors have different policies. This restocking fee is or could be charge to cover costs associated with the man hours required to process paper work, clean the product and to get the product back on the shelf. If you have any questions please call our customer service 817-613-0029
If you do not see free shipping on the product when ordering. You will get a confirmation invoice of your order less the shipping cost. After product is boxed and shipping is calculated you will then get another invoice this one will reflect your shipping cost. So you will be recieving 2 invoices. If you have a question on shipping cost please call or email firstname.lastname@example.org
Product designs may change. Products may differ then what's pictured.
All of our products are subject to changes with time. We always try to improve our products and in doing so we sometimes make design changes. Some times the pictures on the store are different then the improved models. We try to keep the images updated as we make any changes but sometimes we may miss one. If this is an issue please call and we double check if there are any updates not pictured.
SHIPPING WITH FREIGHT COMPANIES AND OUR POLICIES.
If we are shipping any items via freight company, or LTL carriers and we include free shipping we only pay for a curbside delivery, normal delivery. If you request the driver to perform any additional work i.e put the package in your back yard or house we are not responsible for these costs. If you have a limited access address we are shipping to we need to know this before shipping. If we are not informed and we are charge extra for a limited access delivery sur charge we will bill you any additional expences.This also applies if we do not include free shipping and we are billing you for the shipping charges. Anything beyond a curb side delivery the freight companies charge for every little thing you request.
CLAY PRODUCTS and CHIMINEAS
Clay products may vary in sizes and shape due to the fact they are hand made and no two are alike. Colors will vary. If color is an issue you may request a picture of the actual product we will ship you. If no such request is made we will assume our color selection is acceptable and we will not accept any recourse because of color. So please, if color is an issue we will gladly send you an email of the EXACT product you will receive.
We offer no warranty, expressed or implied on any clay product. We do insure all clay products for a safe delivery but any damages MUST BE REPORTED BEFORE SIGNING ANY DELIVERY PAPER WORK. Once you sign a delivery document you are stating that the product was delivered in good condition and you accept this condition. If for some reason you discover that the clay product is damaged after delivery you may file a damage claim with the freight company but at this point it's between you and the freight company and there is no re-coarse against Dancing Fire Inc. SO PLEASE INSPECT THE PRODUCT BEFORE SIGNING ANY DELIVERY PAPERS. IF YOU HAVE ANY QUESTIONS PLEASE CALL817.613.0029 BEFORE ORDERING.
Chimineas are clay products that get cured in heated kilns. During this process sometimes the clay will crack. This is called a " Fired Crack". This is normal and it happens on almost all clay products that are kiln dried especially in larger clay pots such as chimineas. Most of the time you will never see these cracks because they get filled and painted over. Some thimes you will see these cracks on the inside of the belly of the chiminea. This in no way hinders the life of the chiminea. A fire crack is completely different then a crack thats cause by dropping the clay pot. These fire cracks are no reason for a return. If this is an issues please call before ordering. If you order the clay pots you are acknowledging your acceptance of this as no reason for a return.
FIRE PIT SAFETY SCREENS
Our screens are custom made for your fire pit. Sorry but we can not do returns on fire pit screens or any other custom made product. Our screens are made to help prevent hot embers from flying but we do not guarantee that an hot ember may not fly out and be potentially dangerous. Furthermore a fire pit that has a fire burning in it should never be left un-attended. Dancing Fire Inc. assumes no liability from any related damages caused by a wood burning fire. Furthermore Dancing Fire Inc. assumes no damages from injuries from a hot fire or a hot safety screen. When you put the screen over a fire it will get hot and it will burn and cause injuries so please do not touch the screen on a fire. We offer special tools to use just for opening the doors or removing the screen. Or use good gloves.
If your screen arrives and it has dents and dipples this is normal as our screens are hand made. We do not consider this defective as it's normal. We try to be perfect but the screens are hand made. We do not take returns on firepit screens because the screen arrived with a dimpled or dent in the screen. These dimples are normal but if u think its excessive we may, at our discretion only Replace the screen. These screens are made to be outdoors year around. Because they are subjected to heat from fires and the outdoor elements we make the screens loose fitting so they can with stand the wear. The frame maybe a little mis aligned if the surface isn't flat. This is normal.
Custom Made Products. If we make something that is to your specs we work in plus or minus an 1" unless otherwised discussed with Jim. We can work in very tight tolerances if need be just call Jim. We are not responsible if your measurments are wrong. If we make it to your specs and it doesn't work or fit we are not responsible. We will work with you to get it right as best as we can. One Piece screens are hand formed and have the possibilty of being bubbely. This is no big deal and with heat from the fire should fix its self. If this not acceptable please don't order. The screens will take on their own shape as it's heated and cooled. This is normal. Stainless steel changes when it gets hot. If you want a screen made with tighter tolerances then call Jim 817.946.6463 for a quote. We do not warrany the paint. We use some of the best high heat paint made (1400 degree).
The customer is responsible for any additional cost with re-delivery if the wrong address is entered for a ship to address.
If Dancing Fire Inc. send a product, package to a request delivery address by the customer and the package is refused this will be treated as a return and all associated costs are subtracted from the final refund. Example: If a customer buys a gift for a friend and the friend refuses delivery because they didn't know where it came from and the freight company returns it to Dancing Fire Inc. the customer is still responsible for ALL COSTS including any re-stocking fees. This is real important on large packages so please let your recipients know something is coming and inspect before signing.
If the packages are delivered via Fedex or UPS ground call us when you notice any damages and we'll reship a new product and take care of all claims. If the product comes on a pallet via common LTL carrier such as all clay chiminea deliveries. Inspect the product before signing any paper work. Upon inspection, if you notice damages then refuse the freight and call us and we'll reship you a new product. This is very important. Once you sign the paper work you are saying that you received the product in good shape and there are no damages. In the unfortunate event that a product is delivered and you do sign for it without inspecting the product first - then according to the freight companies policies all damage claims must be filed by the consignee (the receiving customer) If you have any questions please call 817-613-0029. It's best that you completely understand this before ordering and freight being delivered via Common LTL carriers. If you arrange for your freight company to pick up any product from our warehouse will not accept liability for any damages. This would be between you and whom ever picked up the freight from our warehouse. This includes any freight forwarding companies as well.