Shipping

Orders usually ship out within 24-48 hours days after the order has been received.

Most orders shipped to Canada and the Continental US will be shipped via UPS Ground (3-7 day delivery). All international orders will be shipped via DHL Express (5-7 day delivery).

Some orders require Freight Shipping and you will be contacted by our representative after you place an order to discuss all delivery details.

Cancellations

• The customer can request to cancel an order for a full refund, up to 48 hours prior to shipping. 
• After tracking is generated the order can no longer be canceled.
• If you miss the cancellation period for your order, you can contact us to assist with a return at your expense.

Exceptions:

• Some items are fabricated specially for you and cannot be canceled once the materials are ordered and fabrication begins. All sales are final for the following:

• Custom made products
• Made-to-order products

Lost Shipments

Packages Lost in Transit

If your package is lost in transit (i.e., not marked as delivered), please contact our Customer Success Team at hello@thebioflame.com within 5 days of the estimated delivery date. We will file a claim with the carrier to investigate the issue. Please note:

• A package is not considered lost until a missing parcel claim has been filed with the carrier and confirmed by their investigation.
• Once the carrier confirms the package is no longer in transit and is considered lost, we will proceed with the next steps to resolve the issue.

Packages Marked as Delivered, But Not Received

If your tracking information shows the package as delivered but you have not received it, we recommend taking the following steps:

1. Check all potential safe locations around your property where the carrier may have left the package.
2. Verify with household members or neighbors to ensure it wasn’t received on your behalf.
3. Contact your mail carrier directly for more information about the delivery.

Please note that The Bio Flame is not responsible for theft or packages missing after being marked as delivered.

For further assistance, reach out to our Customer Success Team at hello@thebioflame.com.

Defective or Damaged Merchandise

• Please thoroughly inspect your products upon delivery and maintain the original packaging until you've ensured the product's satisfactory condition.
• In the rare occurrence that a product arrives damaged or an incorrect item is sent, contact our Customer Success Team at  hello@thebioflame.com within twenty days from the date of delivery. 
• If reported after 20 days, the product cannot be considered for a refund or exchange, no exceptions.

Photo Requirement:

• For all products reported as defective or damaged, we will request the following photos in good resolution:

Missing Hardware or Components

• If a product arrives with any missing hardware or components, please contact our Customer Success Team immediately at hello@thebioflame.com.
• You must contact us within twenty days from the date of delivery to report any missing pieces.
• After the twenty days, we cannot accept claims of missing parts, with no exceptions.