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Policies & Process

Pricing and Item Description

North Country Fire will make every effort to correctly portray the items and information contained in this web site. In the event of pricing errors, errors in descriptions, and informational content errors, we will attempt to correct the situation in a timely fashion once notified. We will not be held liable for pricing errors and reserve the right to cancel any order or refuse shipment at any time with written notice to the buyer.

We rely on a heavily automated process to provide you with the fastest service possible. For this reason, once you place an order with North Country Fire, your credit card is automatically charged.  Once an order has been placed, price adjustments cannot be made at any time for any reason, this includes sale items, discounted items, pricing updates, or proposed price matches.  Gift Certificates, coupons, and discount codes must be presented or entered at the time of purchase and cannot be applied to previous purchases.

North Country Fire reserves the right to change product pricing at any time.  If the appropriate price has not been updated on the website before a product is ordered, we will inform the purchaser of the new price and we will allow the purchaser to cancel the order for a full refund or to pay the updated price.  

Item descriptions and pictures are based on information provided by the product manufacturers.  Due to the nature of digital photography and lighting, North Country Fire will not be held responsible for perceived differences in color, finish or texture between pictures and descriptions and actual products.  

 

Shipping and Delivery

All orders qualify for free shipment and will be delivered via carrier of North Country Fire’s choosing.

This shipping policy applies to the contiguous forty eight States.  North Country Fire reserves the right to choose the shipping carrier.  Orders shipped via freight or common carrier include standard curbside delivery with liftgate service.  North Country Fire is not responsible for any additional shipping costs incurred to move shipments from accessible curbside delivery location (i.e. narrow winding roads, islands, condos etc.) Our larger items are shipped via common carrier freight shipping in which case the shipping company will contact the purchaser via the contact information provided to North Country Fire to schedule delivery of product.  Any product authorized to be delivered without a signature becomes the sole property of the purchaser and North Country Fire will not be held responsible for any damages that may have occurred during delivery.  

Any oversized items are typically restricted to business addresses or can be available for pick up at the carrier’s delivery terminal.  In the event of an incorrect address being entered into our system, please contact North Country Fire as soon as possible, we will attempt to get the delivery address changed before the item ships, if the item has already shipped it is the purchaser's responsibility to contact the shipping company to attempt to change the address.  

Purchasers wishing to ship product outside of the contiguous 48 states may place their order over the phone, orders will be approved and shipping costs applied on a case by case basis.

 

Receiving Shipments

 

  • Ground Service Deliveries:
    • If you receive your product via USPS, FedEx, UPS or other traditional service you must report any damage to the delivery the same day you receive your shipment. 
    Freight Deliveries:
    • If you receive your product via freight delivery and authorize the freight company to deliver your shipment without a signature you are accepting your shipment in “good condition” and North Country Fire is not responsible for any damage claims.
    • If you receive your product via freight delivery you or an authorized representative should be present to accept the delivery and should receive the delivery according to the following;
    • Note the number of items in the shipment and compare that to the bill of lading.
    • If all of the items are not present note that on the delivery ticket. (i.e. 5 of 6 items delivered).
    • Call North Country Fire 1 (844) 635-5499 to report the missing items immediately.
    • Inspect all of the packages for any external damage.

    • If any damage is visible, even a crushed corner or slight tear in a box, open the packaging and inspect all items for damage.

    • Any visible damage needs to be noted on the delivery ticket by writing the word DAMAGED with a description of the damage, e.g. "shrink wrap torn, missing in areas".

    • Inspect all of the packages for any concealed damage.

    • It is important to open and inspect every item in your shipment to check for any concealed damage.

    • If the there is no visible damage on the packaging you may sign for the shipment and write “pending inspection”  on the receipt.

    • Concealed damage needs to be reported to North Country Fire the same day of shipment delivery.

    • Any delivery signed for without noting any damages on the delivery paperwork provided by the driver will become the responsibility of the purchaser and will be considered to be delivered in good condition.

    • In the event of damage caused during delivery, North Country Fire will treat each order on a case by case basis. 
    • In the event of minor scrapes with no physical damage where paint has been removed, North Country Fire may elect to send touch up paint to repair the damage. 
    • In the event of a specific part being broken or bent North Country Fire may elect to send a replacement part only, with the repairs to be completed by purchasers installer.  
    • In the event of damage beyond repair, North Country Fire may elect to send out a complete replacement unit.  If a full replacement is warranted and shipped, it is generally the responsibility of the customer to dispose of the original item in the manner they see fit. 

    Liability after delivery

    North Country Fire is not responsible for any damage which occurs to products during 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.  

     

    Warranty replacement parts

    In the event that a part is broken or malfunctioning due to manufacturing error, the part will be replaced according to the associated manufacturers warranty specifications.  Any diagnosis of malfunctioning items must be completed by a qualified installer.  Replacement parts will only be shipped direct to the qualified installer's address.  North Country Fire, nor the manufacturers offer any type of warranty coverage for labor costs involved in diagnosing, repairing or replacing malfunctioning components.  

    To initiate a warranty claim, please visit our Contact Us page chat with one of our agents.  Include your order number, the appliance serial number, the installation or service company name, address and phone number, the explanation and diagnosis of the problem and the part numbers required to fix the issue.

    Please note that North Country Fire does not stock replacement parts.  All replacement parts are ordered through the manufacturer of the item and can take up to 6 weeks to be shipped.   


    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 by visiting our Contact Us page, indicate your order number, and the item from your order you would like to return.
    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.

     

    OUR RECOMMENDATIONS:

     

    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. 
      If your items are received damaged, used, incomplete, or broken:
      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

       

      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.
        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. 

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