Free standard shipping and returns on all orders

Free standard shipping and returns on all orders

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Shipping & Delivery

Here's everything you need to know about shipping timelines, freight deliveries, and how to track your order.

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Processing Time

Most in-stock orders ship within 2–3 business days, though this may vary slightly during peak seasons. We'll send you tracking info as soon as your order leaves the warehouse.

Standard Shipping

  • Smaller items are shipped via ground carriers like UPS, FedEx, or USPS.
  • Delivery time is typically 3–7 business days depending on your location.
  • Some orders may arrive in multiple shipments if items are coming from different warehouses.

Freight Deliveries

Certain items—like large log sets, fire pits, or bulky outdoor products—ship via freight carrier due to size or fragility. These shipments follow a more hands-on delivery process:

  • Once your order ships, you’ll receive a tracking number with the estimated delivery date to your local freight terminal.
  • The carrier will call the phone number you provided to schedule a weekday delivery appointment, usually within 1–2 business days after arrival at the terminal.
  • Standard freight deliveries are curbside only. The driver will unload the shipment to the edge of your property, but cannot move it indoors or upstairs.
  • If you need special delivery arrangements, please contact us before placing your order.

Receiving Freight Shipments

Please be available to inspect and sign for your delivery. Here’s what to do when it arrives:

  • Inspect all items while the driver is present.
  • If there is visible damage or something is missing, note it clearly on the delivery receipt before signing.
  • If the damage is significant, write: “Refused due to damage” and contact us immediately.
  • Do not discard packaging or damaged items until we advise you—these are often required for freight claims.

By signing the receipt without noting damage, you confirm that your order arrived in good condition.

American Gas Works is not responsible for reimbursement of labor costs, missed appointments, or project delays resulting from damaged or delayed shipments.
We recommend waiting to schedule installation until your order has been delivered and fully inspected.

Tracking Your Order

You’ll receive an email with tracking info as soon as your order ships.

  • Use our Track My Order page anytime for real-time updates.
  • Prefer mobile updates? Add your order to Apple Wallet directly from your order confirmation page for delivery alerts on the go.

Still have questions? Contact our support team and we’ll be happy to help!