Support Policy

Welcome to the Black Diamond Fire Support Center. Our commitment is to provide exceptional service and support to our customers. This Support Policy outlines the types of support we offer, how to request assistance, and what you can expect from us.

Support Channels

  • Email Support: For inquiries, technical support, or assistance with your orders, please email us at We aim to respond to all emails within 24 hours.

Support Hours

Our support team is available 24/7, excluding public holidays. During these times, we strive to offer prompt and efficient help to resolve any issues you may encounter.

What We Support

  • Product Inquiries: Detailed information about the products we sell, including specifications, usage, and compatibility.

  • Order Assistance: Help with placing orders, tracking shipments, and understanding delivery timelines.

  • Returns and Exchanges: Guidance on how to process returns or exchange products according to our Return Policy.

  • Technical Support: Troubleshooting assistance for any technical issues related to our products.

Response Times

We aim to acknowledge the receipt of all support requests within 24 hours. Resolution times can vary based on the complexity of the issue, but we strive to resolve all inquiries as swiftly as possible.

Escalation Process

If you are not satisfied with the support received, you can request to escalate your issue. Please provide a detailed account of your experience and why you seek further assistance. Escalations will be reviewed by our senior support team for prompt resolution.


We continuously aim to improve our support services. After your support experience, we may send you a short survey to gather feedback on how we can better serve you in the future.


While we strive to provide comprehensive support, there are instances where we may be unable to resolve issues directly, such as:

  • Problems related to third-party services or products not sold by Black Diamond Fire.

  • Non-technical inquiries, including billing disputes or legal concerns, may require additional time or be redirected to the appropriate department.

Contact Us

If you have any questions about these Terms, please contact us at

For any support needs, please don't hesitate to get in touch through one of our support channels mentioned above. Our team is here to ensure your satisfaction and help you get the most out of your Black Diamond Fire products.