Ordering Policies

Payment Options

We accept most major credit cards, checks, and wire transfers. To satisfy the requirements of our current payment processor, we may ask for a snapshot of a government-issued photo ID which matches the name on the credit card or check used for payment. A photo of the ID may be emailed via our Contact Form. We appreciate your understanding and cooperation with this policy in order for us to serve you.

Shipping

The carrier and tracking number transporting your wood stove will be emailed to you as soon as it is available to Unforgettable Fire™. Kimberly™ is generally shipped via FedEx Ground. Katydid™ and Krikit™ are shipped via freight carrier.

We generally do not get tracking numbers for our custom-manufactured pipe, but we are happy to share estimated shipping dates with you. It is not uncommon for stock pipe components to ship from multiple warehouses with custom-manufactured pipe components shipping at a later date. The ship date will depend upon the time of year you order and the manufacturing queue when your order is placed.

IMPORTANT: It is each client’s responsibility to check each box within 24 hours of its arrival for potential shipping damage so that a damage claim can be filed immediately. Unforgettable Fire, LLC can not be held responsible for shipping damage or packing errors that are not reported in a timely fashion due to the statute of limitations of each individual shipper. Please also check your pipe components against your invoice for accuracy and report any discrepancies to Unforgettable Fire, LLC. Your timely due diligence will help us help you.

We strongly encourage you to order your Unforgettable Fire™ wood stove and chimney components far earlier than you think that you will need them to avoid the frustration of a back-order situation.

Cancelled Orders & Returns

As we are hands-on in the pre-sale planning process, we pride ourselves on our high rate of customer satisfaction and we are happy to answer all of your questions, including the review of your digital photos prior to purchase. 

Nearly all performance issues can be easily prevented and overcome with simple troubleshooting via the phone—which are usually caused from burning wood with a moisture content greater than 20% or inadequate chimney performance due to improper installation. Our guidance before and during the installation via telephone can help ensure things are done correctly the first time.

As all sales are final, please consider every aspect of your installation prior to purchase, including your choice of model; the BTU output requirements for your climate, insulation, square footage of your structure; the location for installation within your home; clearance requirements’ venting requirements; floor protection requirements; the requirements of your insurance company, HOA’s, and local jurisdictions. Returns are accepted only under the terms of our above-average manufacturer’s warranty below.

Manufacturer’s Warranty

Our warranty is simple. Unforgettable Fire™ offers a five-year, non-prorated warranty to the original purchaser of a Kimberly™ wood stove heater on all parts except for glass, gaskets, grate/ash pan covers, and combustors, as these specific parts are considered to be consummables. The manufacturer’s warranty does not cover misuse or abuse, or effects of improper installation.

Replacement parts not covered under warranty in a Katydid™ or Krikit™ wood stove include glass, gaskets, fire bricks, and/or refractory panels, as these parts are considered to be consummables. The manufacturer’s warranty does not cover misuse or abuse, or effects of improper installation.

At its sole discretion, Unforgettable Fire™ will either repair or replace any defective unit to the original purchaser under these terms. The original purchaser shall be responsible for all shipping and handling costs associated with any warranty claims. 

Note that we are unable to warrant the finishes on our stoves as scratches from every day use and cooking spills are beyond our control. As well, stainless steel is known to change color when subjected to high heat.

Right of Refusal

As our primary concern is your safety and our secondary concern is stove performance, we reserve the right to refuse a sale if we feel that your safety and/or the stove’s performance may be compromised for any reason.