Frequently Asked Questions
Can't find the answer you're looking for? Our team is always happy to help. Contact us anytime and we'll be glad to assist you.
General Questions
What types of products does Flame & Slate offer?
Flame & Slate specializes in premium outdoor living products, including traditional and infrared saunas, cold plunges, fire features, outdoor kitchens, pergolas, luxury outdoor furniture, and other carefully curated backyard lifestyle products.
Why should I buy from Flame & Slate?
We carefully select premium products from trusted manufacturers known for quality, craftsmanship, and long-term value. Our goal is to provide exceptional customer service, expert guidance, and a smooth purchasing experience from your first questions through delivery.
Shipping & Delivery
Do you ship nationwide?
Yes. We offer shipping throughout the contiguous United States. Shipping methods vary depending on the manufacturer and product.
How long does delivery take?
Delivery times vary by manufacturer, product availability, and destination. Estimated delivery times are provided whenever possible, and you'll receive shipping updates as your order progresses.
Will I receive tracking information?
Yes. When available, shipping confirmation and tracking information will be provided once your order has shipped.
Orders
Can I cancel or change my order?
Please contact us as soon as possible if you need to change or cancel an order. In-stock orders may be processed quickly, while custom, made-to-order, or special-order products may not be eligible for cancellation once production or preparation has begun. Manufacturer charges may apply in some cases.
How do I know if a product is in stock?
“Availability may vary by manufacturer. If inventory or lead times are important for your project, please contact us before placing your order.”
Warranty & Support
Do your products include warranties?
Products sold by Flame & Slate are generally covered by the applicable manufacturer's warranty. Warranty terms, coverage periods, exclusions, and claim requirements vary by manufacturer and product. Please refer to the applicable product page or manufacturer documentation for specific warranty information.
What if I need help after my purchase?
We're here to assist you. Whether you have questions about your order, warranty coverage, or product support, we'll help guide you through the appropriate process.
Installation
Do you provide installation services?
Installation options vary depending on the product, manufacturer, and delivery location. Some products require professional installation, while others are designed for homeowner assembly. Please review the applicable product details or contact us before ordering if you need assistance understanding the installation requirements.
Can saunas and cold plunges be installed outdoors?
Many models are specifically designed for outdoor use, while others are intended for indoor installation. Product specifications will clearly indicate the recommended installation environment.
Returns
What if my product arrives damaged?
Please inspect your shipment carefully upon delivery. If visible damage is present, photograph the shipment and packaging, note the damage on the carrier's delivery receipt, and contact Flame & Slate immediately. Please report concealed or hidden freight damage within 48 hours of delivery whenever possible. We will work with the manufacturer and freight carrier to determine the appropriate resolution.
Can I return my purchase?
Most eligible products may be returned within 30 days of delivery, unless otherwise stated on the product page. Return eligibility varies by product and manufacturer, and certain custom, made-to-order, final-sale, or manufacturer-restricted products may not be returnable. Please review the applicable product page and our Returns & Refund Policy before ordering.
Contact Us
I still have questions. How can I reach you?
We're always happy to help. If you have questions before or after your purchase, please contact Flame & Slate and we'll be glad to assist you.