Shipping and Returns

 

Here at Pellet Stove Direct, we owe it to our loyal customers to inform them of their product shipment every step of the way. As such, we will provide a specific tracking number after each purchase, and of course, we strive to handle your order carefully to ensure you receive quick, safe, and reliable delivery service.

 

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

 

Order Shipment: 

If your order is in stock and we process the charges to your credit card, most items will typically ship via freight delivery within 5-7 business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provide when checking out. If you do not receive tracking information from us within 5 business days of your order, feel free to follow up with us at support@pellet-stove.com.

 

Backorders:

Pellet Stove Direct is dedicated to ensuring that the numerous products we store in our warehouse are in-stock and ready-to-ship. However, sometimes demand outpaces supply and growth outpaces our in-stock items. Backordered items are still available for purchase online and will ship as soon as they become available. 

If an item is backordered, we try to be as clear and accurate as we can on the item´s product page to give you estimated delivery dates. Items that are currently backordered are listed on the product page with an “Expected to ship on (Date)” near the item description area and can sometimes be added on your order´s email confirmation link. Please be aware that delivery dates on backordered items are approximate and subject to change. 

There are times when a shipment of backordered products is unexpectedly delayed by our vendors and your promised delivery date may change. If this happens, we will send you an email indicating which item has been delayed and its new estimated shipping date. If the new shipping date is unacceptable to you, you can contact our Customer Service team at 1-844-445-5789.

 

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrive damaged, please send photos to returns@pellet-stove.com and we assist in resolving the issue immediately

Cancellations & Refunds:

Orders returned, for reasons other than a defective or damaged item, may be subject to a restocking fee that is equal to 20% of the price of your total order value. You (the buyer) are responsible for any return freight costs for BOTH directions (from the warehouse to you, and back to the warehouse). The purchase price minus these fees and costs will then be refunded to you when the warehouse processes your item (product must be returned within 30 days, new, unused, and in original packaging). Refunds will only be issued to the original credit card that you use when placing your order. Orders canceled within 24 hours after purchase are subject to a 5% cancellation fee.

Please make sure to measure the necessary space requirements, needs and uses of your order etc. before purchasing! After 30 days, we will help administer a return only if the item is damaged and still under the manufacturer's warranty. The manufacturer's warranties may vary depending on the product ordered.

 

Safeguards: 

Pellet Stove Direct enlists the appropriate physical, electronic, and standard procedural safeguards to assist in protecting against any loss, misuse, or alteration of any information you may provide our site. We use industry-standard, 128-bit Secure Sockets Layer (SSL) encryption technologies when transferring and receiving customer data. 

 

Please feel free to reach out with any questions