FAQ

What products does Ember & Stones carry?

We curate premium outdoor wellness and living products, including saunas, cold plunges, fire pits, and pergolas, sourced from manufacturer partners known for craftsmanship and durability. Our goal is to help you build a backyard space centered on rest, recovery, and gathering.

How do I place an order?

Simply add the item you'd like to your cart and follow the checkout steps. If you have questions about sizing, installation, or which product fits your space before you order, reach out and we're happy to help you decide.

What payment methods do you accept, and do you offer financing?

We accept all major credit cards as well as Affirm, which lets you split the cost of your purchase into manageable monthly payments. Financing options and rates are presented at checkout based on your order total.

How long will it take to receive my order?

Delivery times vary by product and manufacturer. Smaller items typically ship faster, while oversized and freight items (such as saunas and larger fire features) take longer to prepare and deliver due to specialized freight handling. You'll receive tracking information as soon as your order ships.

Do you ship oversized or freight items? How does that work?

Yes. Oversized items ship via freight carrier rather than standard parcel service. Freight deliveries are typically curbside, and someone should be available to help bring the item inside if needed. We'll coordinate delivery scheduling with you directly once your order is ready to ship.

What carriers do you use for freight deliveries?

Freight items ship through our designated freight carrier partners as arranged with each manufacturer. We're unable to accommodate alternate carrier requests or delivery to P.O. boxes for freight shipments, since these items require special handling equipment.

What is your return policy?

Most items may be returned within our standard return window in unused, original condition. Please see our full Return & Refund Policy for details on eligibility and how to start a return.

What if I need to return an oversized or freight item?

Oversized and freight items (like saunas and large fire features) follow a separate process outlined in our Return & Refund Policy. These returns are subject to a 15% restocking fee, and return shipping costs are split between Ember & Stones and the customer. Refunds for freight returns are processed within 20 business days of the item being received back by the manufacturer.

What if my item arrives damaged?

Please contact us as soon as possible, ideally with photos of the damage and packaging. We'll work with the manufacturer and freight carrier to resolve the issue, whether that means a replacement part, a repair, or a full replacement.

Do your saunas come with a warranty?

Yes, our sauna partners back their products with manufacturer warranties, including lifetime coverage on select components. Please note that some warranty claims may involve costs not covered by the manufacturer, such as return shipping or labor for certain repairs. We'll always walk you through exactly what's covered before any work begins, so there are no surprises.

Can I change or cancel my order after placing it?

If you need to make a change, contact us right away. Because many of our items are prepared to order by the manufacturer, we can only guarantee changes or cancellations before the order enters production or ships.

How do I contact customer service?

You can reach us at hello@emberandstones.com or by phone at (281) 803-9233. We're happy to help with product questions, order status, or anything else you need.