onlyfire Fire Glass Rocks 10 lbs, 1/4 Inch Pacific Blue

Shipping

1. Delivery is free on every order

Every order ships free to any address in Canada. There is no minimum spend, no weight surcharge and no separate charge for large or bulky items. The price you see on the product page is the price you pay.

2. Order processing

Orders are checked, picked and packed within 2-3 business days of being placed. Orders that come in at the weekend or on a public holiday are handled on the next working day. Items supplied direct from the manufacturer can take a day longer, and if that applies to your order we tell you by email rather than leaving you waiting.

3. How long delivery takes

Working days are Monday to Friday and do not include public holidays. The delivery column is the total time from the moment you place the order, packing included, not an extra wait on top of dispatch.

4. Who delivers your parcel

Deliveries in Canada are carried by Canada Post. A signature is not normally required. If nobody is in, the driver either leaves the parcel in a safe place, hands it to a neighbour or leaves a card telling you where to collect it and how long it will be held.

5. Where your order ships from

Stock is held at our warehouse in the United States and shipped to you from there. Duties and taxes are already included in the price you pay at checkout, so nothing is collected on delivery. You will never be asked for a payment at the door.

6. Tracking your order

You get an order confirmation by email straight away, and a second email with a tracking number as soon as the parcel is collected by the carrier. Tracking can take up to 24 hours to start updating after you receive the number. If an order contains several items they may travel in separate parcels and arrive on different days; each parcel has its own tracking number and you are not charged extra for the split.

7. Delivery addresses we can and cannot use

We deliver to home and business addresses. Please check your address and postcode at checkout, including the apartment or unit number. We cannot redirect a parcel once it has been collected by the carrier, and an address entered incorrectly is the most common cause of a late delivery. If a parcel comes back to us as undeliverable we contact you and either send it again or refund you in full, whichever you prefer.

8. Late parcels

If tracking has not moved for three working days, or the delivery window in the table above has passed, email us at gardenliva.ca@gmail.com with your order number. We open a case with the carrier, and while that is running we do not ask you to wait indefinitely: if the parcel cannot be found we send a replacement or refund you in full.

9. Damaged or missing items

Check your parcel when it arrives. If something is broken, missing or not what you ordered, email gardenliva.ca@gmail.com within a reasonable time of delivery with your order number and a photograph of the item and the packaging. The photograph is only there to help us make the claim with the carrier — you are not asked to send the item back before we put it right. We replace or refund damaged and incorrect items, and you are never charged for the return.

10. Changing or cancelling an order

If your order has not yet been dispatched we can change the address, swap an item or cancel it outright. Email us as soon as you can and we will tell you straight away whether we caught it in time. Once the parcel has left the warehouse the order has to run its course, but you can still return it under the policy below at no cost to you.

Returns and refunds

1. 30 days, no conditions

You have 30 days from the day your order arrives to return anything you have bought from us, for any reason at all. You do not have to explain the reason, you do not need to have left the item unopened, and there are no excluded categories: every product we sell is covered by the same 30 days.

2. How to start a return

Email gardenliva.ca@gmail.com with your order number and the item you want to send back. We reply with an approval and the return address; the address is sent by email once the return is approved so that your parcel goes to the right place and is logged against your order. A prepaid return label comes with that email.

3. Return shipping is free

Returns cost you nothing. The prepaid label we send covers the carriage, so there is no restocking fee, no collection fee and no deduction from your refund. Attach the label, keep the proof of postage and hand the parcel in at any drop-off point.

4. Packing your return

Pack the item so that it arrives in one piece — the original box is ideal, but any sturdy packaging is fine. Please include everything that came with the product, such as fittings, adaptors and manuals. If something is missing we still process the return; it may simply take us a little longer to settle it.

5. Damaged, faulty or incorrect items

If an item arrives damaged, develops a fault or is not what you ordered, tell us and we handle it as a priority. We send a prepaid label, and once the item is back with us you choose between a replacement and a full refund, including anything you paid at checkout.

6. When you get your money back

Refunds go back to the card or account you paid with; we cannot send them anywhere else. We email you the moment the refund is issued, so if the money has not appeared after the period above the delay is at the bank and that email is what you need to chase it.

7. Exchanges

The quickest way to swap an item is to return the one you have and place a new order, which means you are not waiting for two parcels in sequence. Tell us you are doing this and we make sure the refund is processed as soon as your return reaches us.

8. Questions

Anything about a delivery or a return: email gardenliva.ca@gmail.com with your order number and we answer from the same address.