Shipping & Returns

Eligibility: What Can and Cannot Be Returned

We accept returns on the majority of products we sell, provided the unit is still sealed in its original packaging and has not been installed, assembled, or used in any way. The condition standard is simple: when it arrives back at our warehouse, it has to be in resalable condition.

The following are final sale and cannot be returned under any circumstances:

• Special order products
• Custom and made-to-order products
• Clearance and closeout merchandise
• Anything labeled non-returnable on the product page
• Units that have been opened, installed, assembled, or operated
• Products no longer in their original factory packaging
• Discounted bundle kits returned partially — the full kit must come back together

How to Start a Return

The clock starts the day your shipment is delivered. To stay eligible, your return request needs to reach us within 3 days of that delivery date. Email customer service with your order number and the reason for the return, and we will reply with one of two outcomes: an approval that includes a Return Authorization, prepaid-return-label-deduction details, and packing instructions, or a denial with the specific reason.

Once you receive an approval, you have 7 days to get the package on its way back to us. Anything shipped after that window, or returned without going through this process first, will not qualify for a refund.

When the return arrives, our team inspects it. If everything checks out and the unit is in new resalable condition, we issue the refund within one week of receipt.

Fees and Refund Timing

Almost every order we ship goes out with free shipping — that cost is built into the price and we cover it on our end. When a return happens, that math reverses. To avoid taking a loss on a returned unit, both the original outbound shipping (which we paid on your behalf) and the return shipping back to our warehouse come out of the refund.

So two costs come out of every approved refund:

• A 20% restocking fee on the product subtotal
• Shipping costs in both directions — the original outbound shipping we covered at the time of sale, plus the return shipping back to us

Refunds are issued back to whatever payment method you originally used. Credit and debit card refunds typically appear in 3 to 5 business days once we process them, depending on your bank. If you paid by wire transfer or check, we issue a refund check by mail; those checks are valid for 90 days from the issue date, so cash them promptly.

If we receive a return that does not meet the eligibility standards, we will reach out before processing anything so you know what is happening with your order.

Canceling an Order

Cancellations are easiest when an order has not yet shipped, but even then, we cannot promise we will catch it in time — our warehouse moves quickly, and many orders ship the same or next business day. If you need to cancel, contact us as soon as you decide. We will do our best.

Once a unit is on a truck, the cancellation effectively becomes a return, which means the standard return policy applies (3-day window, 20% restocking fee, both-way shipping deducted).

Custom, made-to-order, and special order products are a separate category. The moment fabrication begins or the order is placed with the manufacturer, the sale is final. There is no cancellation window on these because the materials are committed specifically to your order.

Receiving a Damaged Shipment

Freight damage is rare but it happens, and how you handle the delivery itself determines whether we can file a claim. The single most important thing: inspect the shipment before you sign for it.

Here is what to do at the moment of delivery:

• Open the boxes or crates while the driver is still on site — do not wave the truck off until you have looked.
• If anything is damaged or missing, write it on the delivery receipt before signing. Specific language matters: “Damaged — box crushed, contents broken” is useful; “possibly damaged” is not.
• For significant damage, write “Refused due to damage” on the receipt and reject the shipment.
• Hold on to all packaging and the damaged item itself. Do not throw anything away.
• Email us within one business day with photos of the damage and your order details.

If you sign a clean delivery receipt and discover damage afterward, the freight carrier considers the shipment delivered in good condition, and we lose the ability to file a claim on your behalf. That is the carrier's rule, not ours, and we cannot work around it.

For approved damage claims, the damaged unit must be returned within 7 days. If it is not returned in that window, the original payment method will be charged.

One practical recommendation: do not schedule your installer until your order has arrived and been inspected. We do not reimburse labor costs or project delays caused by damaged or defective deliveries, and rescheduling an install is much cheaper than paying a crew to stand around.

Manufacturer Warranty Claims

Every product we sell carries the manufacturer's warranty, and we facilitate that claim process for you. Here is how it works.

Warranty claims start with troubleshooting. Hearth products are technical — gas valves, ignition systems, control boards, blowers — and manufacturers require diagnosis on site before they will approve a claim. That means your installer or service technician needs to work with our technical team to identify the failed component. Once we have a confirmed defect, we submit the claim to the manufacturer with all the documentation they require.

From there, the manufacturer reviews and decides. If approved, replacement parts are shipped to you. If denied or if more information is needed, we let you know right away. Approved warranty claims are handled as exchanges: a prepaid return label comes with the replacement, and you have 30 days to send the defective component back.

Realistic timing on a warranty claim is 1 to 4 weeks, with the longer end happening during peak heating season when manufacturers are processing the most claims. This is exactly why we recommend firing up your unit in late summer or early fall — if there is a problem, you have time to get it resolved before you actually need the heat.

A few important warranty notes:

• Once a product has been opened, installed, or used, it is no longer eligible for return. Any issues from that point forward go through the warranty process.
• We do not reimburse labor costs, service call fees, or project delays related to defective products.
• If your unit develops a defect after the warranty period expires, we cannot file a claim, but we can usually source replacement parts directly. Email us for pricing. Discontinued models may have limited parts availability.