The Story of the Green Top: What to Expect When Placing a Special Order
At Mountain View Hearth Products, we’re proud to offer an extensive selection of replacement parts for stoves, fireplaces, and grills—even those that are hard to find or no longer in stock. In many of these cases, we place a special order with the manufacturer to get the exact part our customer needs. Some manufacturers can ship these items directly to the customer, but others require the parts to be delivered via freight to us first before we can ship them out.
We understand that when your stove or fireplace is out of commission, every day without it feels like a long one. That’s why we want to help our customers understand what to expect when placing a special order—including the reasons it may take several weeks to arrive. One particular story—a real one, involving a Vermont Castings stove and a forest green top—helps illustrate some of the key factors involved in the process.
A Real Customer Story: The Green Top That Got Away
The story begins when a customer contacted us looking for a forest green top for a Vermont Castings wood stove. Since this part is not a commonly stocked item, our customer service team placed a special order with the manufacturer. Based on historical turnaround times, we estimated the processing time would be about 2–4 weeks.
As we approached the four-week mark, the customer reached out for an update. We contacted the manufacturer and discovered that Vermont Castings' enamel finishing department was experiencing delays due to an unusually high volume of orders. Unfortunately, this meant the green top wouldn’t arrive for another 6 weeks.
The customer, understandably frustrated, called us on the same day the green top finally landed in our warehouse—after nearly 10 weeks of waiting. Although we explained that the part had just arrived and was being prepped for shipment, the customer insisted on canceling. We coordinated with our warehouse to halt the shipment and issued a full refund.
To this day, that forest green top remains on our warehouse shelf—a vivid reminder of how unpredictable special orders can be.
5 Things to Know About Special Orders
While most special orders go much more smoothly than the story above, there are some important things to understand when requesting a non-stocked or custom item:
1. Special Orders Require Patience and Flexibility
We rely on manufacturers to fulfill these requests, and the timeline is based on their processing speed. Most special orders are fulfilled within the estimated timeframe, but unforeseen delays can occur, especially during busy seasons or when a part requires extra customization. Unfortunately, we are not able to expedite the factory’s internal processes.
2. Less Common Items Often Take Longer
Parts that require custom fabrication, specialized finishes (such as enamel), or limited production runs are more likely to experience longer lead times. We always do our best to estimate realistic delivery windows, but the availability and processing speed on the manufacturer's end are beyond our control.
3. Arrival Times Are Estimated, Not Guaranteed
While we work hard to provide accurate estimates, factors like seasonal demand, manufacturing delays, and even weather-related shipping issues can impact delivery. We recommend placing special orders during spring and summer, when demand is lower and urgency is less critical. And while we don’t have a crystal ball, we’re always happy to follow up with the manufacturer for updates on your behalf.
4. Payment is Collected at Time of Order
We require payment upfront because manufacturers charge us immediately when we submit your special order. This upfront payment serves as a deposit and allows us to move forward with placing the order.
5. Cancellations and Returns May Not Be Possible
Some manufacturers do not allow cancellations or returns for special order items—especially those that are customized or uncommon. If an item is discontinued or no longer available, we’ll issue a full refund. But if a customer requests a cancellation on an active special order, we may charge a cancellation fee depending on the circumstances. When this applies, we’ll always make it clear at the time of purchase.
Final Thoughts
Special orders are a great way to get the exact part you need—even for older or rare stove models—but they do require some extra time and planning. Placing your order in the off-season can help reduce stress and avoid delays during critical heating months.
At Mountain View Hearth Products, we take pride in our customer service and will always do our best to make your experience as smooth and transparent as possible. Whether you're looking for a hard-to-find part or just have questions about the ordering process, we're here to help every step of the way. Give us a call at 406-272-9850 or email us at support@stove-parts-unlimited.com if you have questions about special order parts.