FREQUENTLY ASKED QUESTIONS
Fire & Pine Customer Service
“The best things in life are worth waiting for!”
All of Fire and Pine’s wall art is made to order — from scratch to final product — by a creative team that takes great care of your product. Our unique production process can be a bit time consuming.
Lead times can greatly change depending on the time of year. At the homepage, you will find an estimated lead time based on current demand. Once you place your order, you will also be receiving emails throughout our creation process to let you know what phase of production we are on with your order and the estimated remaining time until it ships. You can check your status at any time by visiting our Order Status page click here.
For custom pieces, production will not begin until you have approved your artwork proof, so please check your email for updates on your proof 🙂
Fire and Pine’s creative team starts with a blank piece of wood and turns it into beautiful wall art with small, intricate details created through our unique burning process. We have a team that works closely with our customers to carefully create a quality end product.
We do not issue refunds and exchanges nor do we replace artwork once production starts.
If your product was lost in transit or shipped to you with damages, please let our customer service team within 60 days and we will process your claim and get back to you on next steps. To get started with a damage claim, click here. If past 60 days, we are not able to file a lost in transit or damages claim with the shipping services and cannot assist.
Once a project is in production, you cannot change or cancel the order.
Due to Fire and Pine’s unique burning process, we cannot stop the production mid-stream.
If you have a custom order, you can submit up to two sets of revisions of the proof (additional revisions may incur extra fees). However, after the piece goes into production, there are no exchanges, returns or refunds.
We’re sorry to hear that your Fire and Pine product is anything less than perfect.
To get the process started, please fill out this damage claim form. It will take 48 business hours to review your claim.
To expedite your claim, please upload to the form or e-mail email@example.com photos of the sticker on the back, the damage and the box if it was damaged during shipping.
We cannot guarantee a specific tone or contrast to match any specific look.
Each piece of artwork has a unique wood grain, tone and potential knots due to a combination of the natural variables of the wood and Fire and Pine’s burning process. This is part of what makes our products like nothing else on the market.
Our production team starts with a blank piece of wood and creates a final product with intricately burnt details. When a piece is in production, we cannot stop the process midstream. Therefore, we are unable to make changes, make exchanges or replace artwork due to wood grain or contrast.
The typical timeframe for receiving your first proof is 3 business days. This time can fluctuate depending on the complexity of the project, holidays and any unforeseen circumstances.
It’s important to communicate any changes with your designer while the project is in the proofing process. Production of your custom wall art will begin after you approve the creative proof.