FAQ

Frequently Asked Questions

How long does it take for products to ship out?

Products will generally ship within 3-10 business days from the time you placed your order.

How can I check the status of my order?

Once your order has been shipped out, a confirmation email will be sent out along with a provided tracking number. If you have any other questions about the status of your order then please contact info@onyxonline.shop

Can I place an order to be delivered outside of the US?

Currently, we are not shipping outside the United States.

Can I change or modify my order?

Depending on where your order is in the process, you can change or modify your order by calling or emailing us. If your order has already been processed and shipped out then unfortunately we cannot change or modify your order.

Can I remove items from my order?

Items can be removed from your order for a refund if the order is still processing. Once the order ships, we can no longer make changes.

Can I add items to my order?

Once payment has been collected, we’re unable to add items to your order. We may be able to place a new order and deliver them together but are unable to guarantee the deliveries will occur on the same day.

What is the return policy?

We can honor a 100% refund if your product is cancelled within 24 hours. It’s important to contact us as soon as possible when trying to cancel an order. Please see our Returns page for more information.

I’m having trouble tracking my shipment

If your order has just been shipped, then please wait 1-2 days for your tracking number to be updated properly with your latest tracking information. If after 1-2 days of your tracking information is not populating,  please contact us at info@onyxonline.shop and we will be more than happy to assist you.

What should I do if my order is marked as delivered but I didn’t receive it?

Although we cannot control what happens after your order has been shipped, we’ll be more than happy to help out in assisting or accommodating your issue. If this issue ever arises then please contact us at info@onyxonline.shop with your order number and provide any details that may help us out.

What should I do if my item is damaged?

Please reach out to us within 48 hours of receiving your product at info@onyxonline.shop.

What forms of payment do you accept for online orders?

We accept American Express, Discover, MasterCard, VISA. We don't accept checks for any order type.

Why is my item out of stock?

We strive to maintain availability of all items listed on firepitstock.com because we know your home is the most important place in the world. Our goal is to help make it a more comfortable, happy space for your family. However, due to various circumstances, items can be temporarily out of stock. Our customer service team may be able to provide re-stocking information if available.

Do all products come with a warranty?

Certain products are covered under a limited warranty. Warranty claims must be accompanied by a proof of purchase (receipt or order confirmation) and are subject to inspection.

How long will it take to receive my refund?

Refunds typically process to the original method of payment within 5-7 business days.

What is onyxonline Family?

By becoming a member, you’ll receive discounts on many products and lots more. You can also expect a few surprises along the way. Because we know it’s nice to feel appreciated. Join here today!

We're Available 24/7 | 7 Days A Week

You can reach us using the contact methods provided below:

Phone: +1 (916) 339-2704

Business Address: 4117 David Dr, North Highlands, California 95660

Hours Of Operation: Mon-Fri :8:00AM-4:00PM

Company Name: onyxonline