Shipping policy
FREE SHIPPING
StoveSource.com offers free shipping on all orders over $250 to addresses in the continental United States (lower 48 states). Orders under $250 shipped within the contiguous United States are charged a flat $19.99 shipping fee. Alaska, Hawaii, and US territories require a separate shipping quote.
We are unable to ship to P.O. Boxes. Freight and parcel carriers require a physical street address for delivery.
In rare cases involving remote or hard-to-access locations, a freight surcharge may apply. If so, we'll email you the exact amount for your approval before your order is processed — or you can cancel for a full refund.
CANCELLATIONS AFTER PROCESSING
If an order is cancelled after the product has been processed and prepared for shipment, a 10% cancellation fee applies. This covers the handling and supplier coordination already underway. Orders cancelled before processing begins receive a full refund with no fee. Once an order has shipped, it cannot be cancelled — see our Refund Policy.
HOW STOVES SHIP
Stoves and fireplace inserts are heavy, palletized freight items — typically 200–500+ pounds. They ship via LTL (Less Than Truckload) freight carriers such as XPO Logistics, Estes Express, ABF Freight, Old Dominion, or FedEx Freight, depending on your region and the shipping warehouse.
Smaller items like accessories, replacement parts, and hearth pads may ship via UPS or FedEx Ground.
ORDER PROCESSING AND TRANSIT TIMES
Orders are typically processed and shipped within 1–3 business days. Transit time to most continental US addresses is 3–10 business days from the ship date, depending on your location and the carrier.
Once your order ships, you will receive a tracking number by email. LTL freight tracking updates less frequently than standard parcel tracking — this is normal.
SPLIT SHIPMENTS & BACKORDERED ITEMS
If you order multiple items, they may ship from different warehouses and arrive in separate boxes on different days. This is normal and does not mean anything is missing.
If any item on your order is backordered, the entire order may be held and shipped together once all items are available, using the latest estimated ship date on the order. If you need the in-stock items sooner, we recommend placing two separate orders so the available items can ship right away. Contact us if you'd like help splitting an order.
DELIVERY SCHEDULING
For LTL freight deliveries, the carrier will contact you by phone to schedule a delivery appointment. Please ensure your order includes a phone number where you can be reached during business hours. If the carrier cannot reach you, your delivery may be delayed.
If the carrier cannot reach you to schedule, or you miss a scheduled appointment, any redelivery or storage fees charged by the freight carrier are the customer's responsibility. We recommend not screening calls until your stove has been delivered.
ADDRESS CHANGES
Need to change your delivery address? Contact us as soon as possible. Before your order ships, we can update the address at no cost. Once an order has shipped, the freight carrier charges a fee to reroute a shipment — this can be substantial, and any such charge is the customer's responsibility. Please double-check your address on your order confirmation.
CURBSIDE DELIVERY
All stove deliveries are curbside delivery. This means the freight carrier delivers your stove to the curb, end of your driveway, or the nearest point accessible by a tractor-trailer. The driver will lower the palletized stove from the truck using a liftgate.
Standard curbside delivery does not include:
- Bringing the stove inside your home, garage, or any structure
- Carrying the stove up stairs or across uneven terrain
- Unpacking, assembly, or installation
You are responsible for moving the stove from the delivery point to its final location. We recommend having a heavy-duty appliance dolly and at least one additional person available on delivery day.
If you need the stove brought inside or delivered to a specific location, contact us before ordering to discuss white-glove or threshold delivery options.
INSPECTING YOUR DELIVERY — READ THIS BEFORE DELIVERY DAY
Before signing the Bill of Lading (BOL), carefully inspect the packaging for visible damage: crushed corners, punctures, forklift damage, water damage, or torn wrapping.
If you see any damage: Write "DAMAGED" on the BOL before signing. Take photos of the damage. Contact us within 5 business days.
If you cannot fully inspect the contents at delivery: Write "Subject to inspection" on the BOL. This preserves your right to file a freight damage claim if damage is found after the driver leaves.
Open and inspect your stove within 48 hours of delivery. Once the BOL is signed without notation, the freight carrier's liability for shipping damage is released.
Do not refuse delivery unless the product is visibly destroyed. Accepting with a damage notation is always better than refusing — refusal creates complications with replacement.
QUESTIONS?
Contact us at Info@StoveSource.com or call 1-888-914-0022 before or after your purchase. We're happy to help with any shipping questions.