Refund Policy

***Please note that during the current COVID-19 situation, some items will not be eligible for returns until circumstances have changed.  In these cases the 30 day return policy will be extended, but no returns or refunds will be available until the items can be returned.  Thank you for your understanding.  Please contact us for further information.***

RETURN POLICY AND PROCESS:

YOU MUST REQUEST TO RETURN YOUR ITEM/S WITHIN 30 DAYS OF YOUR PURCHASE.

If you would like to return your item/s:

1. You must initiate the return within 30 days of purchase.
2. The item/s MUST be new, unused, uninstalled, unopened and complete in its original packaging, in resalable condition.
3. When your return has been received, approved, and processed, we will contact you with a Return Authorization, together with instructions with a specific address to ship your item/s to at your cost, with the method of your choosing.
4. All items over 100 lbs must be returned via common carrier or freight service. You are responsible for arranging the shipping. Products must be returned via freight shipping carrier, securely packaged in the original packaging, and properly secured on an appropriately sized pallet. Freight returns may not be shipped via FedEx or UPS ground.
5. Once your item/s have been received to the address provided in your return instructions in new, unused, uninstalled, unopened, and complete in its original packaging, in resalable condition, you will receive a refund in the amount of your approved, returned items, less any restocking fees, or additional shipping costs if applicable.

DO NOT MAIL YOUR RETURN TO NORTH COUNTRY FIRE. You will be charged additional shipping fees if you do not ship your return to the address provided with your return instructions.

1. Purchase shipping insurance for the value of the item in the event that it is damaged on its way back to the warehouse.
2. Take pictures of your packages before shipment. If there is damage due to return shipping, you can prove this with your pre-shipped pictures.
3. To minimize exposure to the packaging, it is advised that the unit is wrapped in plastic wrap once secured to the pallet. 

1. In the event that your return is received in damaged condition due to shipping or other factors, your refund will not be issued. It is your responsibility to seek a claim with the shipping company for the value of your loss.  
2. In the event that the item(s) you return are found to be used, incomplete or broken, no refund will be issued.  At that point you will have 30 days to schedule return shipment (at your cost) to you or your item(s) will be disposed of as necessary.  

 

THE FOLLOWING ITEMS MAY NOT BE RETURNED:

• Items marked as a final sale or "non-returnable" on the product page or during the checkout process
• Products which are eligible for parts under manufacturer warranty
• Items that have been used or modified in any way
• Items that are damaged

North Country Fire is not responsible for any damage which occurs to products during any returned shipments, the unpacking or installation process (i.e. drops, scratches, dings).  Please take the time to carefully remove your items from their packages.  

We highly recommend purchasers hire professional contractors to install any stoves or fireplaces.  North Country Fire will not be held responsible for any damage to persons or property which occurs due to incorrect installation of products. 

Non-Deliverable Items

If an item that is shipped is deemed to be non-deliverable by the shipping carrier due to an incorrect address, incorrect phone number or lack of communication by the customer, the item may be returned to our warehouses and any shipping or storage fees incurred by North Country Fire will be deducted from any refund available to the customer.  This includes a circumstance where the customer is unavailable to receive the delivery within a timely manner, generally 1 week after the item has reached is destination terminal.  

Exceptions

Exceptions to the above policy may be made at the discretion of North Country Fire.  

CANCELLATION POLICY:

YOU MUST REQUEST TO CANCEL YOUR ORDER THE SAME DAY OF YOUR PURCHASE. 

All orders are processed, packed, and shipped as quickly as possible. We rely on a heavily automated process to provide you with the fastest service possible. When your order has been submitted, we cannot guarantee that the fulfillment process has not begun, and you may be subject to additional costs to cancel your order. 

North Country Fire reserves the right to deduct the following costs associated with canceling your order:

1. Processing fees;
2. Return shipping costs; 
3. Return freight shipping costs; and
4. Restocking fees.

These costs will be deducted from your refunded amount. To explain, we pay the shipping costs for your order up front and they are non-refundable.  If you choose to cancel an order that has been shipped we are charged additional shipping fees.  While we do not charge for the original shipping fees, you will be responsible for any return shipping fees.  

 

DAMAGE POLICY AND PROCESS:

YOU MUST NOTIFY NORTH COUNTRY FIRE REGARDING DAMAGED ITEMS THE SAME DAY AS YOUR DELIVERY.

North Country Fire will not be responsible for items that are damaged in transit if the below procedures are not followed. 

Costs incurred due to damaged items will not be covered if the below procedures are not followed.

If any of the below procedures are not followed, North Country Fire is not responsible for any damage claims that are denied.

If your package appears severely damaged and the driver is still there:

1. You MUST notify North Country Fire the same day as your delivery by visiting our Report Shipping Damage Page page.
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2. Take sufficient pictures of the damaged boxes/packages.
3. REFUSE THE DELIVERY. (This is the easiest, most efficient way to receive a replacement).
4. Describe the damages on the freight bill/BOL AND take a picture of the freight bill/BOL.
5. Contact North Country Fire regarding the refusal immediately. We will get a replacement shipped out to you as soon as possible.

If your package appears severely damaged, but you accepted the delivery:

1. You MUST notify North Country Fire the same day as your delivery.
2. Provide the pictures to us that you took of the shipment prior to opening the package/s, and pictures to show the damaged product.
3. If your external packaging shows visible, extreme damage, and you did not refuse the delivery, your damage claim may be denied, and a replacement may not be sent. Any delivery signed for and accepted without noting any damages on the freight bill/ BOL provided by the driver may become the responsibility of the purchaser, and will be considered to be delivered in ‘Good Condition.’
4. In this case, we will submit your damage claim as soon as possible, and try to get you a replacement shipped out immediately.
5. North Country Fire will notify you as soon as possible with further instructions with what to do with your damaged items if your damage claim is accepted or denied.
6. KEEP ALL PACKAGING MATERIALS, BOXES, and PRODUCTS UNTIL WE GIVE YOU FURTHER INSTRUCTIONS.

If you accepted the delivery, but there was damage that was not visible with the external packaging:

1. You MUST notify North Country Fire the same day as your delivery.
2. Provide the pictures to us that you took of the shipment prior to opening the package/s, and pictures to show the concealed damage of the product.
3. If your external packaging shows visible, extreme damage, and you did not refuse the delivery, your damage claim may be denied, and a replacement may not be sent. Any delivery signed for and accepted without noting any damages on the freight bill/ BOL provided by the driver may become the responsibility of the purchaser, and will be considered to be delivered in ‘Good Condition.’
4. In this case, we will submit your damage claim as soon as possible, and try to get you a replacement shipped out immediately.
5. North Country Fire will notify you as soon as possible with further instructions with what to do with your damaged items if your damage claim is accepted.
6. KEEP ALL PACKAGING MATERIALS, BOXES, and PRODUCTS UNTIL WE GIVE YOU FURTHER INSTRUCTIONS.

EXCHANGE POLICY AND PROCESSES:

YOU MUST REQUEST TO EXCHANGE YOUR ITEM/S WITH US WITHIN 30 DAYS OF PURCHASE. 

If you HAVE RECEIVED the item/s that you wish to exchange: 

1. You must initiate the exchange process within 30 days of purchase.
2. The item/s MUST be new, unused, uninstalled, unopened and complete in its original packaging, in resalable condition.
3. You will receive return instructions from North Country Fire, with a specific address to ship your item/s to at your cost.
4. Once your item/s have been received in new, unused, uninstalled, unopened and complete in its original packaging, in resalable condition, you will receive a credit to North Country Fire in the amount of your returned items to go towards your next purchase. 
5. We will waive the restocking fee.

If your items are in TRANSIT:

1. You must initiate the exchange process before your items are delivered.
2. Refuse the delivery before the items are taken off of the truck.
3. When your item/s you wish to exchange have been received back to the warehouse, you will receive a credit for the items you wish to exchange, and that will go towards your next purchase. 
4. We will waive the restocking fee.

If your items HAVE NOT been shipped: 

1. You must initiate the exchange process before your items have shipped. 
2. North Country Fire will use your exchanged item/s credit towards your next purchase.
3. We will waive the restocking fee.

 

INCORRECT SHIPPING INFORMATION POLICY:

YOU MUST INFORM US OF ANY CHANGES TO YOUR SHIPPING INFORMATION THE SAME DAY OF YOUR PURCHASE. 

In the event that your shipping address is incorrect, and you did not inform us the same day as you placed your order, you may be subject to reconsignment fees. 

 

Please see our full Policies and Process here