FAQ

Have a question? Check out our frequently asked questions for an answer. Can’t find the answer, contact us and we’ll be glad to help!

Your order will be shipped within 3 working days after it has been placed, although we often get them out sooner!

The estimated delivery time from the time your order has left our Toronto warehouse is:

  • 1 – 3 working days to most parts of Ontario
  • 3 – 6 working days to Eastern North America
  • 5 – 10 working days to Western North America

You can have your package delivered to your work address if this is more convenient for you. This should just be included as the Delivery Address. Please note that it is not possible to make a delivery to a PO box.

For your utmost security we process all of our online sales through PayPal. If you are not a PalPal member, well no problem, just select the "Don't have a PayPal account?" and continue to use a Visa or MasterCard credit or debit cards. You will be asked if you would like to create a Paypal account, but it is not required.

Decorpro maintains full ownership of all products until full payment has been obtained.

It is possible to cancel or change your order if it hasn't already been shipped. Contact us and we will help you. If your order has been sent, you will have to return the product(s) in order to receive a refund. The freight charges will not be refunded. It may not be possible to change your order once it has been submitted. This includes changing the size or color of a product, removing an item, changing the delivery address or payment method. If you would like to change any part of your order please contact the Decorpro sales department as soon as possible, the sooner we are notified the more likely we will be able to accommodate your request.

We want all our customers to receive high quality Decorpro products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service team. If you send us a mail, please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.

If you are not completely satisfied with your product, simply return the unused product(s) in its original unbroken packaging within 14 days of receipt for a refund.

When we receive the product, we will refund the value of the purchased the product, but not the original freight.
All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.

You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.

You always have a 12 months warranty period if something is wrong with the product. Your claim should be send to us as soon as possible.If your claim is justified we will refund your reasonable freight expenses.

If you are unsatisfied with your product and would like to return or exchange it, please contact our sales department as soon as possible. Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim. Remember to provide us with a receipt for your freight charges if we have to reimburse them.

It can take up to 14 days for us to receive your return, depending on which postal service was used. Once Decorpro has received the returned products, we will inspect them and process the refund within 48 hours.

Yes! A copy of your sales invoice will be sent to the email address provided on your order. Please note it may take a few minutes for the email to arrive.

The Chrome Cup might show signs of internal discolouration (only) due to the fact the cups are heat treated not to have the chrome finish be effected by the heat of the fuel when burning.

Conclusion: Yes, it's perfectly normal and when the fuel can or plant is inserted inside of the Chrome Cup is never seen anyway.

Decorpro Fireburners: Please read this FAQ thoroughly and follow the instructions contained exactly in order to ensure safe handling of your new Decorpro Fireburner. Any kind of modifications of a Decorpro Fireburner is strictly prohibited. Any any all regulations are to be adhered to.

Intended Use: All Decorpro Firebuners have been developed for indoor and outdoor use (with the exception of LEVEL / LEVEL Compact / VERTIKAL / VERTIKAL Micro / PODIUM which are to be used indoors only). Any other use of the product(s) will be at the owners risk.

Safety Instructions: Do not use any product(s) before thoroughly reading the operating instructions / installation guide(s). Always place on a safe and even surface that ensures that the item cannot be pushed over or struck. Ensure sufficient ventilation inside the room while operating. Products are not toys and must not be used by individuals under the age of 16. When using the Fireburners, please always be aware of the fact that you are in contact with an open flame, which requires careful and responsible handling. Never mix the fuel with other fuels. Do not blow into the flame or try to blow out the fire. Always follow the operating instructions contained on the label of the fuel. We advise any and all individuals with respiratory problems not to stay in rooms in which the Decorpro Fireburners are operational. Never leave a fire unattended! Never leave children unsupervised while Decorpro Fireburners are in operation.

How To Use: Your Fireburner contains a removable CUP (with hole in bottom) or fuel tin reservoir. The CUP (with hole in bottom) or fuel tin reservoir is designed to ONLY accept one 3-3/8"Dia x 4"H fuel tin. Incase you have spilt fuel and you cannot access the place of the spilt fuel, wait until the fuel outside the tin has been entirely cleaned up and no fuel residues are no longer present before you light the fuel. Ensure fuel and Fireburner product are well secured before lighting.

Igniting The Fire: Check that the fuel source has been inserted correctly. For lighting the fuel, we recommend that you always use a bar lighter (utility lighter). Depending on the fuel's temperature, it may take some time before the flame will reach its full height. Under certain circumstances, the fuel might not inflame itself immediately; therefore, please be extremely careful during further ignition attempts.

IMPORTANT: Do not smoke while you insert the Activator Can and do not overfill with fuel. Always keep enough distance during ignition. Some components of the Fireburner are made of metal and/or glass. After igniting the fuel, these elements can build up high temperatures. If the fuel spills out of the Activator Can put out the fire with a fire blanket or extinguisher. NEVER USE WATER.

Extinguishing The Fire: Never blow into the flame or try to blow out the fire. To extinguish the fire, carefully place the "Snuffer or extinguishing lid" on the opening of the fuel container. Hold the "Snuffer" on the upper part of its handle and slowly place the round disk over the top of the burning fuel container until fully extinguished. CAUTION: The fuel container is very hot and you can easily burn yourself on the flame! We recommend that you use a heat-proof glove or similar item for this. Placing the lid on top of the fuel container will interrupt the oxygen supply, and the flame will die down.

Fuel: The fuel is a flammable product. Keep the packaging away from the open flames, heat and ignition sources. Always store the fuel in a dark, dry and cool place. Never expose it to external heat sources. Keep it out of reach of children. Do not ingest. In case of ingestion, immediately contact a physician or the poison centre.

The Chrome Cups used in Decorpro Products have a hole in the bottom for 3 important reasons.

1- When using the Fireburner products outside this hole allows the rain water not to collect and keeps the Cup free from rain water collection.

2- When using an Activator Can  / Pillar Candle or 4" potted plant the hole allows the user to remove the inserted item easier by using their finger from the bottom and pushing the item up. (Never remove the Activator Can while it's burning or still hot to the touch)

3- The hole was most importantly designed to stop users from filling the Chrome Cup with fuel directly without the use of a specifically designed an Activator Can.

Yes! All of our "Fireburners" products come with a Snuffer to extinguish the flame. As well, it can be used to open the Activator Can.

Cross border and/or International Orders - Please Note*

Items being shipped outside Canada may be subject to import duties and taxes as imposed by the country the product is being imported to. The customer (the person importing the product) is responsible to pay the import duties and taxes incurred by customs when the product reaches the country of destination. Develpro Inc. is not responsible for any duties or taxes incurred by the importation of products into countries other than the Canadian Community.

The customer is responsible to pay all duties and taxes as billed by the courier and imposed by the customs and import department of their respective country. Develpro Inc. is also required by law, to declare full value (purchase price) of the product on any waybills or customs documentation. We cannot declare a lower value on your package than the purchase price that you paid.