Frequently Asked Questions
We are always here to answer your question but we thought we could help you find an answer quicker that will hopefully help. If you can't find an answer here then please use our Contact Page and send us a note. We are always here to make your shopping experience better.
Yes, we do ship to Canada and the USA. It is strongly recommended that you find a local retailer as shipping can be expensive. This is a steel unit that is meant to support the weight so you will find it is very heavy for shipping. We charge 250.00 flat rate shipping per unit to accommodate the fluctuating commercial rates we pay. We also only ship with a tracking number. If you are local we can arrange a local pick up to Calgary, AB. Also if you are looking to be a retailer of the Fire-fly Suspension Unit please contact us for bulk shipping rates.
02 Do we accept returns?
It is because of the high cost of shipping that we can not accept a return of the Fire-fly Units. That being said, if any piece arrives damaged, we will replace that part. You will need to e-mail us and get confirmation for return approval. Often times we can accept photos of the damage and send you a replacement part. We will, however, accept returns on any of our smaller products, you pay return shipping within 30 days.
03 How easy is the Fire-fly Suspension Unit to set up?
All Instruction are printed and included with our Fire-fly Suspension Units. If you lose them you are welcome to download the PDF here.
04 How safe is the Fire-fly Suspension Unit?
Very safe as long as you use it for its intended purpose. We have a high standard for testing and maintaining records. Our units are fabricated in a large scale shop that has been in business for more than 2 decades fabricating more than just our product. They are certified and safety inspected. They also have the means onsite to do any testing before our products leave their shop. We have and hold engineer and patent certificates that prove our unit can hold 700lbs.
05 How long does it take to receive my Fire-fly Suspension Unit?
You will be notified when your unit is ready to ship/be picked up. Currently, once the order is received, it takes 2 - 5 days for us to pack and have our shipping carrier pick it up the unit and you will receive it in 7 to 10 business days via CANPAR.
06 What happens to my shipment if I miss it or can't be home?
We ship with a Canadian company, Canpar. All shipments that leave Fire-fly come with a tracking code and most require a signature, as we ship items of high value. We understand that you can't always be home to accept these shipments so Canpar was a logical choice. Canpar uses a system called hotspots. This allows for your parcel to be dropped at one of its partner locations (local convenience store, postal outlet, or other local business that is a member) If you are not home you will find a tag on your door. There will be a QR code. Scan it with your phone and it will tell you where your items are located for pick up. If you do not pick up your packages within the week they are automatically sent back to Fire-fly Inc. We will hold them to ship out for 60 days, you must contact us to reship your order. (Additional fees may apply)