Ohio Flame Update Regarding COVID-19 & Shipping Delays

May 08, 2020

"This upcoming week in the State of Ohio, most retail is set to reopen while adhering to state mandated COVID-19 safety practices.  We remain very fortunate to have not been affected by the COVID-19 virus, and we will continue to make the safety of our valued employees our top priority.

We will be allowing a "curbside pick up" option for customers who place their order in advance and wish to pick up their order directly at our facility.  For your safety and ours, we will not be accepting payments in any form at our facility.  Pick up orders must be placed ahead of time and paid for at the time of order.  Arrangements will then be made to pick up the order outside of our facility.  There will be no public appointments within our shop at this time, for the safety of our customers and our employees.

We are also experiencing an unprecedented surge of orders at this time which has caused lead times to stretch out a bit longer than usual.  Our team is working hard to fulfill these orders in a timely manner, most of which are all made to order.  Orders are fulfilled in the order that they are placed and based on the material/inventory we have on hand at the time of order.  For multi-piece shipments, we will be shipping items that are available first, and the remainder of the order as it becomes available.  Tracking information is assigned to the order when it is placed.  Orders may show that they are ready to ship, but tracking information will not show movement until the order is actually picked up by the carrier.  Currently we are filling up multiple FedEx and UPS trucks on a daily basis, and sometimes an order cannot fit on the truck even though it is ready to ship.  This adds to the already extended lead times, and because of this, we cannot provide exact delivery times on orders.  We appreciate your patience as we work through the overwhelming demand for our products.

Although things are seeming to "come back to life" a bit, we are anticipating that we will continue to see an increased demand in outdoor products throughout the remainder of the season as people opt to gather is smaller more tight-knit groups in the comfort of their own outdoor space.

 

To answer some of the frequent questions that we have been receiving during this time:

• Yes, we will be rolling out plans to allow for a contactless "curbside pickup option".  Please contact us in advance with any questions regarding this process.  Orders must be placed online and orders must be paid before scheduling a pickup time/date.
•  We are experiencing extended lead times due to an overwhelming demand in our products.  We are working tirelessly to get orders out in the order they are placed and based on product availability.  Please be patient with us as we work through the orders.

I would like to thank everyone for their support and patience during these times, we sincerely appreciate it!"

Matt Skillman
President & CEO, Ohio Flame Inc.

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