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 of this policy in order for us to serve you.

Pre-Sale And Post-Sale Customer Care

Rather than offering an online self-serve e-commerce shopping cart experience, we provide personalized concierge service. As every relationship begins with a conversation, we find that a phone call is the best way for us to ask questions so as to fully understand your needs, answer your pre-sale questions, and work with you to formulate an installation game plan for your Unforgettable Fire® wood stove. 

Before we take your money, we want to be certain that the model and location(s) that you are considering for the installation are going to provide you with a safe installation and that you will be cozy and comfortable with the model that you are choosing. This is a responsibility that we take seriously, and Roger Lehet, the inventor himself, approves every single chimney configuration to ensure your safety.

As time and distance prevent us from visiting your home to do an on-site analysis of your unique structure, we will need rely upon your interior-exterior photos and your measurements to help us determine what chimney components will be required for your structure. Our guidance both before and during the installation via telephone can ensure that your installation is done correctly the first time. A self-service e-commerce website can never offer that kind of personalized service and customer care. 

Photos of your completed installation allow us the opportunity to do a post-installation safety inspection before you ever strike the first match. Any operation issues you may encounter down the road can usually be identified and solved with a single phone call. If necessary, we will happily replace a stove under our five year non-prorated warranty, which, by the way is one of the best warranties in the wood stove industry.

Given our pre-sale transparency, post-sale customer support, and exceptional product warranty, there is no need for product returns. As all sales are final, please consider every aspect of your installation prior to your 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 and venting requirements, floor protection; the requirements of your insurance company, HOA’s covenants, and local jurisdictions. After the sale, we pledge our phenomenal customer support, but product returns will be accepted only under the terms of our manufacturer’s warranty.

Shipping

When your Unforgettable Fire® wood stove has shipped, we will contact you with your carrier name and tracking number as soon as that information is available to us from our manufacturing partners. Kimberly® stoves are shipped by either UPS or FedEx Ground. Katydid™ and Krikit™ wood stoves are always shipped via freight carrier.

The manufacturing time for our custom pipe is dependent upon the manufacturing queue at the time you place your order. Stock pipe components usually ship the next business day. It is not uncommon for individual stock pipe components to ship from multiple warehouses with the custom-manufactured pipe components shipping at a later date.

IMPORTANT: As our client, it is your responsibility to check each box within 24 hours of its arrival for potential shipping damage so that a damage claim can be filed immediately and a replacement arranged for. Unforgettable Fire, LLC cannot be held responsible for shipping damage or packing errors that are not reported to us in a timely fashion. Your timely due diligence will help us help you. Kindly place your order for your Unforgettable Fire® wood stove and pipe components well in advance of your anticipated timeline so as to avoid the stress and disappointment of an unforeseen backorder situation.

Manufacturer’s Warranty

Our warranty is simple. Unforgettable Fire, LLC offers a five-year, non-prorated warranty to the original purchaser of an Unforgettable Fire® wood stove heater on all parts except for consumables such as glass, gaskets, grate/ash pan covers, combustors, fire bricks, refractory panels, and Kaowool® blankets.

The manufacturer’s warranty does not cover misuse or abuse, or effects from improper installation. We are unable to warrant the finishes on our Unforgettable Fire® wood 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. 

At its sole discretion, Unforgettable Fire, LLC 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.

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.