Shipping & Delivery Information

This Shipping & Delivery Policy is issued by Iron Kettle USA, LLC, the operator of Lone Ember Living. Effective Date: September 13, 2026.

We specialize in large, premium outdoor products — and we take shipping seriously. Here's everything you need to know about how your order gets from us to your home.

1. Shipping Destinations

We ship to the contiguous 48 U.S. states and Washington D.C. We do not ship to Alaska, Hawaii, U.S. territories, or P.O. boxes that cannot accept carrier delivery.

For Alaska, Hawaii, or international inquiries, please contact us for a custom shipping quote. We plan to expand shipping regions in the future and will update this page when we do.

2. Shipping Costs

We offer free freight shipping on qualifying orders to the contiguous 48 U.S. states. Any product-specific exception will be shown before payment. All shipping costs are displayed at checkout — there are no hidden fees.

3. How We Ship

Due to the size and weight of our products, most orders ship via freight carrier (LTL — Less Than Truckload). This is different from standard parcel shipping and includes a scheduled delivery appointment.

  • Curbside Delivery: The freight carrier will deliver your item(s) to the curb or end of your driveway. You are responsible for moving items from the curb to their final location.
  • Delivery Appointment: The carrier will contact you to schedule a delivery window. Someone must be present to accept and inspect the shipment.
  • Tracking: You will receive a tracking number and carrier contact information once your order ships.

Smaller accessories or parts may ship via standard parcel carriers (UPS, FedEx, or similar) where applicable.

4. Order Handling & Lead Times

Our order cutoff is 5 PM Eastern Time on business days (Monday–Friday, excluding holidays). Orders placed before the cutoff begin handling that day; orders placed after the cutoff begin handling the next business day.

Lead times vary by product type:

  • In-Stock Items: Typically ship within 3–7 business days of order confirmation, then 5–8 business days of freight transit — for a total of approximately 8–15 business days to delivery.
  • Made-to-Order / Custom Items: May require 4–12 weeks depending on the product. Lead times are noted on individual product pages where applicable.
  • Outdoor Kitchens & Islands: Please allow 4–8 weeks for custom configurations.
  • Hot Tubs & Saunas: Typically 2–6 weeks depending on availability and location.

If an item requires extra time, the product page will display a note that overrides the general timing above.

5. Delivery Day — What to Expect

  1. Inspect your shipment before signing anything. Check for visible damage to the packaging and the product.
  2. If you notice damage, note it on the delivery receipt before signing. Take photos immediately.
  3. If damage is severe, you have the right to refuse the shipment. Contact us immediately if you do so.
  4. Report any concealed damage (found after unpacking) to us within 48 hours of delivery with photos.

Important: Signing the delivery receipt without noting damage may affect your ability to file a freight claim.

6. Assembly & Installation

Most products require assembly. Complexity varies — some items include detailed instructions and basic hardware, while outdoor kitchens and modular islands may require professional installation. We recommend reviewing your product's assembly requirements before ordering.

We do not currently offer white-glove delivery or installation services, but can recommend local contractors in many areas. Contact us for assistance.

7. Delivery Issues

Delayed or Lost Shipments

If your delivery is significantly delayed or appears lost, contact us at support@loneemberliving.com or call (346) 521-3521 and we will assist with a carrier trace.

Marked Delivered But Not Received

  • Confirm your shipping address on file
  • Check with neighbors or building management
  • Contact us so we can open a carrier investigation

Damaged Items

  • Photograph the packaging and the item at delivery
  • Note damage on the delivery receipt before signing
  • Contact us within 48 hours at support@loneemberliving.com

Shipments are insured against loss or damage. We will arrange a replacement or refund as appropriate. See our Return & Refund Policy for full details.

8. Missing Items

If something is missing from your shipment, contact us within 7 days of delivery with your order number and the item details. We will send the missing item or issue a refund.

9. Order Changes & Cancellations

Orders may be cancelled before shipment for a full refund. Once shipped, cancellations are not possible — you must follow our return process. For full details on returns, exchanges, and refunds, see our Return & Refund Policy.

10. Address Accuracy

Please enter your shipping address carefully at checkout. We are not responsible for deliveries to incorrectly entered addresses. If a package returns to us due to an address issue, we will contact you to arrange reshipment and any applicable reshipment fees.

11. Changes to This Policy

We may update this Shipping & Delivery Policy from time to time. Changes take effect when posted on this page.

Questions?

Our team is here to help with any questions about your specific order or product.

Thank you for shopping with Lone Ember Living.