Ordering Policies

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 heating 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 your Unforgettable Fire® wood stove are going to provide you with a safe installation and that you will be cozy and comfortable with the model that you choose. This is a responsibility that we take seriously, and Roger Lehet, the inventor himself, approves every single chimney configuration plan 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 give us the opportunity to do a post-installation safety inspection before you ever strike the first match. Should you encounter any operation issues down the road, know that we can generally identify and correct them with a single phone call. We will happily replace an Unforgettable Fire® stove that is deemed to be defective under our five year non-prorated warranty, 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. We pledge phenomenal customer support after the sale, but product returns will be accepted only under the terms of our manufacturer’s warranty.  

Shipping – USA

Kimberly® stoves are generally shipped via UPS or FedEx Ground. Katydid™ and Krikit™ wood stoves are always shipped via freight. Transit times vary by carrier routes in relation to your delivery location and sometimes involve multiple carriers. Shipping costs vary by carrier, zip code, and the level of delivery service required (such as lift-gate service). As such, we will need to consult with the appropriate carrier in order to provide you with details for your delivery location, including shipping costs. After you Unforgettable Fire® stove has shipped we will contact contact you with the carrier name(s) and tracking number(s) so that you can arrange for someone to accept the delivery.

Stock pipe components usually ship same day or the next business day and commonly by Fed-Ex Ground. 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. The manufacturing time for our custom pipe components is dependent upon the custom manufacturing queue at the time you place your order and can typically take 2-4 weeks. 

IMPORTANT: Your timely due diligence will help us help you. Unforgettable Fire, LLC cannot be held responsible for shipping damage or packing errors that are not reported to us within 24 hours of delivery to your shipping address, as our shipping partners offer a narrow window of time in which to file a claim and arrange for a replacement. As well, 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, or damaged chimney component which requires replacement.

Shipping – Alaska & Hawaii

We are able to ship to Alaska and Hawaii. Please contact us to discuss logistics and request a shipping quote.

Shipping – Canada

In our experience we have found that our Canadian clients will incur significantly less transportation costs when they initiate an import from the Canadian side of the border through a Canadian border broker and freight company of their choice. A quick Google search should provide a list of registered Canadian border brokers located within your province who will be eager to assist you, including the name of a preferred freight company. After selecting your border broker, please provide us with your broker’s name and contact information so that we assist your broker with the required documents.

Payment Options

We accept most major credit cards, personal checks, and wire transfers in USD. To satisfy the requirements of our payment processors, we may ask for a snapshot of a government-issued photo ID which must match the name on the credit card or check used for payment. A photo of the government-issued ID may be emailed to us via our contact form. We appreciate your kind understanding of this policy in order for us to serve you.

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.