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We currently ship United States only. We do not ship internationally at this time.
If you’d like to confirm delivery availability for your location, contact us: https://aurora-flame.com/pages/contact or contact@aurora-flame.com.
🕓 Processing time: 1–2 business days (Monday–Friday, excluding holidays).
Order cut-off (Pacific Time):
🚚 Transit time (United States): 4–7 business days (Monday–Friday, excluding holidays).
Estimated total delivery time: 5–9 business days (processing + transit).
Weekends and holidays are not counted as business days. Delivery times may vary depending on your location and carrier operations.
Depending on the carrier and your local delivery rules, your package may be left in a secure location, or a delivery attempt notice may be provided.
If you need help, contact us and we’ll assist you with the best available option based on the tracking status: contact@aurora-flame.com.
We ship via FedEx and USPS.
As soon as your order ships, you’ll receive a shipping confirmation email with your tracking information.
You can also track your order via: https://aurora-flame.com/tracking
While we do our best to meet estimated timelines, delays can occur outside our control (weather, holidays, carrier disruptions).
If:
please contact us as soon as possible so we can assist and, when appropriate, open a carrier inquiry:
If you need to correct or change your shipping address, contact us within 24 hours of placing your order:
Once an order is in transit, we are no longer able to change the destination address.
You can request a return within 30 days of delivery. After 30 days, we cannot offer a refund or exchange.
We accept returns and exchanges of new and used/worn items within this 30-day window.
No restocking fee is charged.
Return shipping costs are the customer’s responsibility, and the return shipment remains your responsibility until it reaches us.
If the value of the returned product is over $200 USD, we recommend shipping with a tracking number and/or shipping insurance.
Return address:
PO Box 30236, RPO OGILVIE
Whitehorse, Yukon Territory, Y1A 5M2
Canada
To start a return: contact@aurora-flame.com or https://aurora-flame.com/pages/contact.
Once your return is received and inspected, we’ll email you to confirm whether the refund is approved or refused.
If approved, the refund is issued to the original payment method within 7 days (timing may vary depending on your bank/payment provider).
If you haven’t received your refund, please check your statement, then contact your card issuer/payment provider and bank. If the issue continues, contact us: contact@aurora-flame.com.
We accept the following secure payment methods:
We do not accept cash on delivery (COD) or bank transfers.
You can reach us here:
Customer service hours (Pacific Time): Monday–Friday, 10:00 AM – 6:00 PM.
We aim to respond to emails within 24 hours.
If your package arrives visibly damaged, we recommend refusing delivery when possible and contacting us immediately.
If the package was delivered while you were away, please contact us and include photos of the product and packaging (and the shipping label if possible): contact@aurora-flame.com.