FAQ


    Setup

  • How do I become an American Fire Glass Dealer?

    To become an American Fire Glass Dealer, first you will need to sign up here. Once that form is filled out, one of our sales reps will get a hold of you within 24-48 business hours to let you know if you have been approved.

  • I signed up to be a dealer, why can’t I log in?

    Once you have completed your online request to become a dealer, a sales representative will evaluate your request and contact you shortly.

  • Shipping

  • How long until I receive my order?

    Lead times are currently 1-3 business days for small orders and 5-10 business days for larger orders.

  • Can I track my order?

    Yes. Once every online order is shipped we will send you a notification that your order is on its way with a tracking number.

  • I need to expedite my order, is that possible?

    Yes. When placing your online order, you do have the option to pick expedited shipping during the checkout process.

  • What carriers do you use?

    We use FedEx exclusively for ground shipping and work hard to find the lowest freight rates from various companies for pallet shipments.

  • Ordering

  • Why won’t it let me place an item in my cart?

    This item is out of stock. If an item is out of stock, you will not be able to place it in your cart. Stock status will change when product is available.

  • Returns

  • How do I return a product?

    If you are not satisfied with your purchase and would like to return it, please send an email to: customerservice@americanfireglass.com to request a Return Authorization number (RA#). All returns must have this number. You will be responsible for return shipping. Please note, there is a 15% restocking fee.

  • Other

  • How much Fire Glass do I need for my fire feature?

    Use our handy fire glass calculator to determine how much fire glass you or your clients will need for your fire feature.

  • Don’t see your question listed?

    Please contact customerservice@americanfireglass.com or call 888-264-1017 and one of our representatives will gladly assist you.