Shipping policy

 

Processing Times

Orders are processed within 5-7 business days (Monday–Friday, excluding weekends and holidays).
During high-volume periods (new drops, holidays, sales), processing may take an additional 1–2 business days.

You will receive a confirmation email once your order has been placed, and another email with tracking information once it has shipped.

Shipping Rates & Delivery Estimates

Shipping rates are calculated at checkout based on weight, destination, and carrier.

Estimated delivery times (U.S. orders):

  • Standard Shipping: 4–7 business days

Delivery times are estimates and may vary due to carrier delays or unforeseen events.

Order Tracking

Once your order has shipped, you will receive a tracking number via email.
Tracking updates may take up to 24–48 hours to appear.

Shipping Locations

We currently ship to:

  • All U.S. states

  • U.S. territories and APO/FPO addresses

Optional Shipping Protection

Working Fire offers optional Shipping Protection at checkout for eligible packages that are lost, stolen, or damaged during shipping or delivery.

Customers who purchase Shipping Protection may submit a claim within 14 calendar days of confirmed delivery, subject to the coverage terms and eligibility requirements.

Claims and Resolutions

  • Damaged Packages: Customers must provide photographs of the damaged merchandise and packaging.

  • Stolen Packages: Customers should first check their delivery area, contact household members or neighbors, and request additional information from the shipping carrier.

  • Lost Packages: Customers should contact Working Fire if their package has not arrived and tracking indicates a potential shipping issue.

  • Approved Claims: Working Fire will prioritize replacing or reprinting the affected merchandise at no additional cost. If a replacement is unavailable or cannot reasonably be produced, an alternative resolution may be offered.

  • Exclusions: Shipping Protection does not cover delivery issues caused by incorrect or incomplete shipping addresses provided by the customer.

Claims are subject to review and approval by Working Fire. Shipping Protection does not guarantee an automatic refund or replacement.

Shipping Protection is administered by Working Fire through the Captain Shipping Protection platform and is not a third-party insurance policy.

Nothing in this policy limits rights or remedies available under applicable law.

Stolen or Damaged Packages

We are not responsible for packages that are lost, stolen, or marked as delivered by the carrier.
If your order arrives damaged, please contact us within 48 hours with photos so we can help resolve the issue.

For lost/stolen packages, we recommend filing a claim directly with the carrier.

Lost or Missing Packages (Marked as Delivered)

What happens if my tracking says “Delivered,” but I haven't received my order?

At Working Fire, we understand how frustrating it can be when a package is marked as delivered but cannot be located. We are committed to helping our customers understand their delivery information and the steps available to resolve shipping concerns.

1. Packages Marked as Delivered

Once a shipping carrier confirms that a package has been delivered to the shipping address provided at checkout, Working Fire considers the shipment delivered.

Working Fire is not responsible for packages that are lost, stolen, or misplaced after confirmed delivery.

Orders marked as “Delivered” are generally not eligible for a refund, complimentary replacement, or free reprint unless the shipping carrier confirms in writing that a delivery error occurred.

Any confirmed delivery error will be reviewed individually to determine the appropriate resolution, subject to applicable law.

2. What to Do If Your Package Is Missing

If your tracking information shows that your order was delivered but you cannot locate it, please complete the following steps:

  • Check your delivery area: Look near your front door, porch, mailbox, garage, side entrance, or other locations where a package may have been placed.

  • Check with household members: Ask whether someone accepted the delivery or brought the package inside.

  • Ask nearby neighbors: Occasionally, carriers may deliver packages to a neighboring address by mistake.

  • Contact the shipping carrier: Request additional delivery information, including delivery photographs, GPS confirmation, or the location where the package was left, when available.

  • Request a carrier investigation: If the package remains missing, ask the carrier to investigate the delivery and provide written confirmation of any delivery error.

3. Tracking Information and Location Discrepancies

Tracking information may occasionally display a city, state, or location that differs from the customer's shipping address.

These locations may reflect a carrier sorting facility, distribution center, or tracking scan location rather than the final delivery destination.

A discrepancy in the tracking location does not automatically establish that a package was delivered incorrectly.

If you believe your package was delivered to the wrong address, we recommend contacting the carrier directly to verify the delivery location and request an investigation.

4. Refunds, Replacements, and Reprints

Because Working Fire specializes in custom apparel, embroidery, patches, and personalized merchandise, orders are produced specifically for each customer.

For packages confirmed as delivered:

  • Refunds are generally not provided.

  • Complimentary replacements or reprints are generally not provided.

  • Customers may be responsible for additional production and shipping charges if they wish to reorder.

  • Exceptions may be considered when the carrier provides written confirmation of a delivery error.

If a carrier confirms an incorrect delivery, Working Fire will review the documentation and determine an appropriate resolution.

5. Incorrect Shipping Addresses

Customers are responsible for providing accurate and complete shipping information when placing an order.

Working Fire is not responsible for delivery issues resulting from incorrect or incomplete addresses supplied by the customer.

Additional production or shipping charges may apply when an order must be reshipped or reproduced because of incorrect address information.

6. How Working Fire Can Assist

Although carrier delivery operations are outside our direct control, we are happy to assist customers by providing available tracking information, shipment details, and documentation needed for a carrier investigation.

Please contact us with your order number, tracking number, and a description of the issue.

7. Our Commitment to Customers

At Working Fire, we take pride in every order and value the trust our customers place in our business.

We will make reasonable efforts to assist with delivery concerns while maintaining fair and consistent policies for custom-made merchandise.

This policy does not limit any rights or remedies provided by applicable law.

Contact Working Fire

Email: workingfireco@hotmail.com
Phone: 754-204-8560
Website: www.workingfireco.com

Address Accuracy

Please ensure your shipping address is correct at checkout.
We are not able to make address changes once an order is shipped, and orders delivered to an incorrect address due to customer error cannot be refunded.

Preorders & Backordered Items

If your order contains a preorder or backordered item, your entire order will ship together once all items are available.
Estimated ship dates will be listed on the product page.

Returns & Exchanges

For information on returns, please refer to our Return Policy.

Questions?

We’re here to help!
Email us at support@workingfireco.com and we’ll respond as soon as possible.