Customer Service

At Firewood Oven, our customer service team is here to support you before, during, and after your purchase. Whether you need help choosing the right equipment, tracking an order, or requesting technical support, we are committed to providing fast and knowledgeable assistance.

Phone Hours

📞 Phone: (787) 603-1526

🗓 Hours of Operation:
Monday–Saturday | 8:00 AM – 5:00 PM (UTC-4)
Sunday | Closed

Orders are carefully processed and shipped based on product availability and destination. Small parcel items ship via standard carriers, while larger equipment may require freight delivery. You will receive shipping confirmation once your order has been dispatched.

For detailed shipping estimates or special delivery requirements, please contact us at info@firewoodoven.com or fill out a Shipping Quote Request.

Large ovens, machinery, and heavy equipment are shipped via LTL or full truckload freight. Delivery typically includes curbside drop-off unless otherwise arranged. Customers are responsible for having appropriate equipment or personnel available for unloading.

Orders are processed within 1–3 business days. Shipping times depend on the product: parcels shipped by USPS usually take 1–4 business days; heavy items ship by air freight (1–3 business days) or ocean freight (5–15 business days).

Returns must be approved before they are shipped. Items must be unused, in original packaging, and returned within 30 days of delivery. A 20% restocking fee applies to change-of-mind returns, and return shipping is paid by the customer. Ovens are final sale unless they arrive defective, damaged or wrong. Custom and special-order sales are final.

Damaged or wrong items: inspect your order the moment it arrives and report any damage, defect or wrong item to the carrier before you sign the delivery receipt. Claims not reported to the carrier at delivery can't be accepted. Orders picked up at our warehouse must be inspected before you leave the warehouse; report any problem to our staff at pickup. For USPS parcels delivered without a signature, or defects that can't be seen at delivery or pickup, contact us within 48 hours. In all cases, email info@firewoodoven.com within 48 hours with photos of the packaging and the item.