RETURNS AND EXCHANGES Please inspect your purchase immediately upon delivery. If there is a problem with your order, contact Pyro via e-mail at info@ProudPyro.com within three (3) days of receipt. If you receive a damaged, defective or incorrect...

How do I Return an Order?RETURNS AND EXCHANGES&#xA0;Please inspect your purchase immediately upon delivery. If there is a problem with your order, contact Pyro via e-mail at info@ProudPyro.com within three (3) days of receipt. If you receive a damaged, defective or incorrect item, we will work with you to make things right.&#xA0;For discretionary returns that are not the result of an error on our part, your refund will be reduced by a restocking charge equal to 10% of the purchase price, and you will be responsible for outbound and return shipping and delivery costs. Please note that outbound shipping costs will differ from the shipping charge paid at checkout. While we charge a flat shipping rate for orders, this charge does not represent the actual shipping costs of the item. For clarification, please contact our support team prior to your return and the actual outbound shipping costs can be provided for your exact order. Returns must be requested within 30 days of the original purchase date and received in original condition within 15 days of authorization of return. We do not accept returns on used items. Credit card orders will receive refunds in the form of a credit back to the original account. Check and cash payments will be returned via a refund check or Proud Pyro Credit. Refunds will be issued once the product has been received and inspected by Proud Pyro Customer Service.&#xA0;Much care is taken to ensure your order arrives in the best possible condition. While the heavy steel is nearly impervious to damage from any reasonable handling during shipment, some scratches to the surface are expected. We package the items so that the side of the tower that can be scratched through the shipping material will be hidden from view once the Tower is assembled. The nature of shipping large and heavy pieces of steel makes some movement inevitable resulting in minor surface scratches that will not affect the performance of your item. Be sure to retain the original packing materials and original receipt for any item that you wish to return to us. You may have to provide supplementary packing materials if the outer carton has been worn during the original trip out to you.&#xA0;Standard Shipping service charges are not refundable. We do not accept any returns or exchanges on custom orders. All reduced price or sale items are final and no returns will be accepted.&#xA0;To make a return, contact Customer Service at info@ProudPyro.com to request a return authorization, carefully repackage your return, and ship to the address below:&#xA0;Bad Idea Supply Co.&#xA0;Attn: Customer Returns&#xA0;Original Order Number (mandatory)&#xA0;943 East 620 Avenue&#xA0;Mulberry, Kansas 66756&#xA0;We do not provide pre-paid shipping labels for returns so you can use the shipping company of your choice. Be certain to keep a record of the tracking number in case your return shipment is lost in transit as proof of shipment.

How do I return an order?

For our mutual security, each credit/debit card and PayPal payment made on our website is processed through an automatic payment verification system where the order details you entered are compared to those registered to the payment method. In...

Why was my Order Cancelled for Suspected Fraud?For our mutual security, each credit/debit card and PayPal payment made on our website is processed through an automatic payment verification system where the order details you entered are compared to those registered to the payment method. In case the system cannot verify these details, it will automatically cancel the order and refund the payment.
If your order was cancelled for this reason, it probably means that there were inconsistencies between your billing and shipping details (think typos, misspellings, or maybe inserting the details of a different card). Carefully check these details before submitting a new order again, or try using a different card or payment method.
Since the verification process is automated, our Customer Care Team cannot tell you the exact reason for a cancellation of this type.

Why was my order cancelled for suspected fraud?

Most of our products including the Pyro Tower and Pyro Burn Cages ship via UPS Ground. Smaller items like replacement hardware or covers for the PyroTower may ship via USPS. The pieces for the Monolith Fire Tower are too large to ship via UPS and...

How are my Items Shipped?Most of our products including the Pyro Tower and Pyro Burn Cages ship via UPS Ground. Smaller items like replacement hardware or covers for the PyroTower may ship via USPS.&#xA0;
The pieces for the Monolith Fire Tower are too large to ship via UPS and requires a pallet for easy transport and is shipped via LTL Freight. We always request electronic lift gate delivery for our residential orders that require freight shipping so that they can lower the pallet to the ground without the need for special equipment on the receiving end. Our shipping software automatically emails tracking information for each package when it ships for your peace of mind.

How are my items shipped?

After your order has shipped we are unable to change the delivery address for your package. However, FedEx and USPS offer options for intercepting your package during transit. FedEx Shipments FedEx provides a free and easy way to stop your package...

How can I Change my Delivery Address After an Order has Shipped?After your order has shipped we are unable to change the delivery address for your package. However, UPS and USPS offer options for intercepting your package during transit.UPS Shipments&#xA0;UPS provides a free and easy way to stop your package from being delivered to the original address and to be held for pickup at a secure location. You can learn more at the link below: <a href="%3Ca%20data-fr-linked=" id="isPasted">https://www.ups.com/us/en/support/tracking-support/change-delivery-options/delivery-intercept.page</a>&#xA0;USPS ShipmentsThe USPS offers a Package Intercept option that allows you to redirect a package that is not out for delivery or has already been delivered. You can learn more at the link below: <a href="%3Ca%20data-fr-linked=" id="isPasted">https://www.usps.com/manage/package-intercept.htm</a>How to locate your tracking number&#xA0;Please refer to your Shipment Notification Email for the tracking number or contact us with your order number and we&apos;ll be happy to retrieve the tracking number for you.

How can I change my delivery address after an order has shipped?

We usually ship orders in 1 week or less. As soon as UPS picks up the package, our shipping software will send you an automated email with the tracking information. If you didn't receive an email with the shipping notification and it's been more...

How do I Track my Order?We usually ship orders in 1 week or less. As soon as UPS picks up the package, our shipping software will send you an automated email with the tracking information. If you didn&apos;t receive an email with the shipping notification and it&apos;s been more than 1 week, just email <a href="mailto:info@proudpyro.com">info@proudpyro.com</a> and we&apos;ll check into it for you!

How do I track my order?

In-stock items usually ship within 1 week or less, depending on seasonal demands. Large orders or orders requiring freight shipping may take longer to ship. UPS Ground shipping reaches most places in 2-3 days. You can view the map below to...

How Long Will it Take to Receive my Order?In-stock items usually ship within 1 week or less, depending on seasonal demands. Large orders or orders requiring freight shipping may take longer to ship. UPS Ground shipping reaches most places in 2-3 days. You can view the map below to estimate shipping time.<img data-fr-image-pasted="true" src="https://support.proudpyro.com/hc/article_attachments/4404113617687/mceclip0.png" style="width: 657px;" class="fr-fic fr-dib">

How long will it take to receive my order?

We're sorry for the trouble! Nearly every product we sell ships in multiple boxes to meet UPS requirements for size and weight. Unfortunately, UPS will sometimes deliver one package at a time. Our shipping labels are automated so it's highly...

I Only Received Part of my OrderWe&apos;re sorry for the trouble! Nearly every product we sell ships in multiple boxes to meet UPS requirements for size and weight. Unfortunately, UPS will sometimes deliver one package at a time. Our shipping labels are automated so it&apos;s highly unlikely that we didn&apos;t ship a box. Most of the time your second box will arrive the following business day.
The most frustrating part is that when you track your order on UPS.com, your order will show as Delivered, even if some of the boxes haven&apos;t arrived yet. UPS assigns a Master Tracking Number to your order, and if only one box of a multi-piece shipment is delivered, it will show at the top of the page that everything was delivered.
You can check for sure by entering your UPS tracking number into their website. Look for the link that says Multiple-piece Shipment to see all of the packages in your order.&#xA0;We&apos;re always happy to check for you, so give us a call or shoot us an email if you have questions.

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