Orders and Delivery

Review the final official quote; confirm the ship-to address, fuel type, finish and all options; accept the quote; receive the invoice; and pay the required deposit or full payment. A D-prefixed estimate cannot be used to place an order.

The normal payment term is a 50% deposit to start the order process, with the balance due before shipment. Full payment can normally be made instead of a deposit and balance. The current quote and invoice show the terms for your order.

Payment methods are shown on the invoice. Paloform commonly accepts credit card and ACH or bank transfer. Cheques may be accepted by arrangement; do not mail one without instructions from Paloform. Cheques need extra processing and clearing time.

Sales will confirm that cleared payment has been received and your order is underway. The order then moves to Paloform Management for production release. This message does not mean manufacturing has already started. Custom orders also require all necessary information and approvals before release.

Lead times can change and vary by product. Use the production lead time on your valid official quote.

For a standard product, the production lead time starts when the required deposit or full payment for the sales invoice has cleared. For a custom product, it starts only when both the required payment has cleared and all required information and approvals have been received. An enquiry, estimate, quote, purchase order or uncleared payment does not start the lead time.

No. Production time and transit time are separate.

Our Fulfilment team will contact you one week before the product is ready to ship. The notice will say that the product is scheduled to ship in one week, subject to full cleared payment and any other release condition. The date will match the ship date on your invoice. Late payment can delay shipment, but it does not move the free-storage start date. Cheques need extra time to clear.

Our Finance team will contact you at the same time as Fulfilment, one week before the ship date, to collect the remaining balance. Full payment must clear before shipment. A payment delay, including time needed for a cheque to clear, can delay shipment but does not extend free storage. Shipping then arranges the carrier, tracking and delivery details.

The ship date depends on full and final payment clearing and the order meeting its release conditions. Late payment or cheque clearing can delay shipment. A payment delay does not move the free-storage start date. Paloform will tell you if the production or shipment schedule changes.

Yes. Tell Sales when the product is needed on site. A rush order carries a premium of 25% of the agreed selling price of the products being rushed. Paloform must confirm that the date is feasible and the required payment must clear before the requested date is accepted.

Check the quote. Paloform quotes commonly include curbside freight, but the freight terms shown on the current quote control.

The carrier delivers the crated product to an accessible delivery point at the property. It does not include carrying the fire pit to its final location, moving it through the property, uncrating it or installing it.

Do not assume that it will. Liftgate service depends on the crate, carrier and delivery location. Tell Paloform about unloading requirements before the shipment is booked.

Possibly. Some fire pits and crates are very heavy. The client or contractor must arrange the people and equipment needed to move the product from the delivery point to its final location.

Standard delivery is not white-glove delivery. Special handling may be arranged where available and will carry an extra charge shown on the quote.

No. To maintain the delivery experience and control responsibility, Paloform owns and manages the shipping arrangement in its entirety.

Plan the site early. Arrange final receiving labour and equipment after the one-week notice and Fulfilment’s confirmed shipping notification and delivery details. The ship date is the dispatch date; use the confirmed delivery arrangements when booking people or equipment to receive the shipment.

Yes, for a limited period. Tell our Fulfilment team when you receive the one-week notice if you need Paloform to delay dispatch. The 30-day free-storage period starts on the quoted ship date. A later request to hold the order, a site delay or a delay in your payment does not move that start date.

After the 30 free days, storage costs USD 250 per unit for each following 30-day period. The full charge for the next 30 days applies on the first day after the free period. A new full charge applies at the start of each further 30-day period while the goods remain in storage.

No. The remaining order balance and any storage charges must be paid and cleared before the product can be shipped.

Contact Paloform immediately with your request. Changes are not guaranteed after custom drawings have been approved or manufacturing has started. A change can also affect the ship date. Charges are based on the agreed selling price of the affected products, before tax and freight.

The charge periods start one business day after the required deposit or full payment clears. The first week is the first seven calendar days from that start; the second week is the next seven calendar days.

A modification fee is added to the price of the revised product. A cancellation charge is the amount retained or collected, with payments already received credited against it. Paloform will confirm the request, charge and any revised price in writing before the change proceeds. These charge periods are separate from the production lead time.

Where applicable, tax is calculated using the ship-to location. The official quote will show the applicable tax.

Send Paloform the appropriate, valid government-issued tax-exemption documentation or certificate reflecting the shipment delivery address. The documents must be received and verified before tax can be removed and an invoice issued. A freight forwarder’s letter by itself is not sufficient.

Inspect the crate and visible product condition where possible. Note visible damage on the delivery record and take photographs before the carrier leaves.

Open every crate and inspect all contents within five days of accepting delivery. Stop unpacking if further damage could occur. Photograph the crate, labels, packaging and product, and contact our Claims team immediately. Keep all packaging until Fulfilment confirms it is no longer needed for inspection or the claim. Paloform is not responsible for delivery damage if the goods are not inspected within five days of receipt. This delivery inspection requirement is separate from the product warranty.

Within five days of receiving the shipment, check the packing documents and packaging, then report the missing item to our Claims team with the order reference and photographs. Fulfilment and the responsible order team will review it.