Warranty Claim
Waiting for a part can be nerve-wracking, especially when you need to get your stove going. We understand the frustration that can occur when you go to install your brand new part, only to find out that it is not the same as the old part or the part begins to malfunction after it's installed. This is why we make warranties easy to file. If you're experiencing an issue, fill out the form below and we'll help you the best we can!
Find Make/Model/Serial
To file a warranty claim you will need to provide the make, model, and serial number of your stove or fireplace. This is to ensure that the correct part was ordered for your unit. This information is typically found on the manufacturer's tag of your unit. Below is information on where that tag might be found based on the fuel type of your unit:
- Gas units - Near the gas valve or on the back
- Pellet units - Underneath the hopper lid or on the back
- Wood stoves - On the back
- Wood Fireplaces - Typically around the front frame
We will also need to know whether the part was mismanufactured or is malfunctioning
Determine if Mismanufactured
If there are measurements listed in the description of your part on our website, please compare them to the part you received. After you have done so, snap a picture of how the part differs. These are necessary to file a claim with the manufacturer to prove that the part was not made properly.
OR
Determine if Malfuntioning
If the part doesn't function properly, we ask that you make sure that it is the root cause of the issue by doing some fundamental troubleshooting. We may ask you to test a part using a multimeter or a bench test to ensure that it is not a wiring issue.
Fill Out Form
Fill out the below claim form with the information found on the invoice that came with your order. Attach any photos you took before this step using the paperclip in the lower left of the last text box.
If your part was malfunctioning, include all of the troubleshooting steps you have done in the last text box. This will help us know what steps you've already taken to confirm that the part is not working properly.
Done
Your claim will be emailed to our customer service agents, who will review it and get back to you in a timely manner. Our goal is to respond within 2-3 business days of receiving your claim.
If you have any questions, do not hesitate to contact us. We are more than happy to assist!