Direct Ordering Policies
We accept most major credit cards, checks, and wire transfers. To satisfy the requirements of our current payment processor, we now require a snapshot of a government-issued photo ID which matches the name on the credit card or check used for payment. Snapshots of the ID may be emailed via our contact form. We appreciate your understanding and cooperation with this policy in order for us to serve you.
All of our stoves and pipe are are manufactured in the United States from domestically produced raw materials. The carrier and tracking number transporting your wood stove will be emailed to you as soon as it is available to Unforgettable Fire™. Kimberly™ is shipped via FedEx Ground. Katydid™ and Krikit™ are shipped via freight.
We generally do not get tracking numbers for our custom-manufactured pipe, but we are happy to share estimated shipping dates with you. It is not uncommon for stock pipe components to ship from multiple warehouses with all custom-manufactured pipe components shipping from Pennsylvania at a later date. As much of our pipe is custom-manufactured, the ship date will depend upon the time of year you order and the manufacturing queue when your order is placed.
NOTE: It is each client’s responsibility to check each box within 24 hours of its arrival for potential shipping damage so that a damage claim can be filed. Unforgettable Fire, LLC can not be held responsible for shipping damage or packing errors that are not reported in a timely fashion due to the statute of limitations of each individual shipper. Please also check your pipe components against your invoice for accuracy and report to Unforgettable Fire, LLC any discrepancies that you may find such as shortages or overages. Your timely due diligence will help us help you.
In our post-covid reality, we strongly encourage you to order your Unforgettable Fire™ wood stove and custom-manufactured insulated pellet pipe far earlier than you think that you will need them to avoid the frustration of a back-order situation.
Cancelled Orders & Returns
We pride ourselves on our high rate of customer satisfaction and we are happy to answer all of your questions, including the review of your digital photos prior to purchase. Nearly all performance issues can be easily prevented and overcome with simple troubleshooting via the phone—which are usually caused from burning wood with a moisture content greater than 20% or inadequate chimney performance due to improper installation.
As all sales are final, please consider every aspect of your installation prior to purchase, including choice of model; BTU output requirements for your climate, insulation, square footage, the location for installation within your home, clearance requirements, venting requirements, hearth pad, the requirements of your insurance company and local jurisdictions. Returns are accepted only under the terms of our manufacturer’s warranty below.
Our warranty is simple. Unforgettable Fire™ offers a five-year, non-prorated warranty to the original purchaser of a Kimberly™ wood stove heater on all parts except for replacement glass, replacement gaskets, replacement grate/ash pan covers, replacement combustors, misuse or abuse, or improper installation. At its sole discretion, Unforgettable Fire™ 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.
We are unable to warrant the finishes on our 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.
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 when we feel that your safety and/or stove performance may be compromised.