Frequently Asked Questions
If there is a part that I cannot find on your site, does that mean you cannot get it for me?
Not at all! There are many parts we do have that cannot be listed due to the fact that they are in limited supply. If you contact us via email, we can let you know if we can get you what you need.
Can you sell me a stove that is not listed on your site?
Typically no, due to the fact that certain manufacturers do not allow companies to sell products outside their given territory.
How do I know if my order has shipped?
Upon completion of your order, you will receive an email confirmation from us with the details of your purchase. Once shipped, you will receive a second email confirming that your order has shipped. Tracking information will also be included in that email so that you can easily track your package. For questions about tracking, please contact us at info@AllBasicsStoves.com and include your name and order number.
How do I cancel my order?
If you wish to cancel your order prior to delivery, please contact us immediately at info@AllBasicsStoves.com. Orders will be cancelled if items have not been shipped. If items have been shipped, you must follow our standard return procedures. Please see the returns section for further details on returning your product. If you refuse delivery, we will refund the item cost minus any associated shipping fees. If Free Shipping or Discounted Shipping was applied to the order, all of our shipping costs (inbound and outbound shipping charges) will be deducted from the refunded amount.
What is your return policy?
Your satisfaction is our utmost priority. We will do our best to satisfy your requirements. We offer a 10 Day Limited Money Back Guarantee return policy. Any unused, resalable merchandise in original condition and in their original boxes or packages may be returned for exchange or refund within 30 days of the order date. The returned item must be in the original box with all paperwork. The item must be unused and unopened. We will refund the product price only. Inbound and outbound shipping costs will not be refunded. Orders that received discounted or free shipping will be charged for initial shipping cost as well as returning shipping cost. You will be required to call or email for a Return Authorization Number.Any items sent back without a RAN, or sent back not in its original condition as stated above will be refused.
If the item(s) must be in its original box and all manuals, warranties, accessories and packing materials must be included. Any gas or fireplace item that has been used or installed is not returnable for any reason. The customer will also incur the expense of all shipping charges, even if the order was sent with free or discounted shipping. Inbound and outbound shipping costs will not be refunded. Orders that received discounted or free shipping will be charged for initial shipping cost as well as returning shipping cost. Any returns shipped via freight collect to the return address will be refused and returned to shipper. We will not cover the return shipping fees.
It is the responsibility of the customer to return the product in the same new/undamaged condition which it was received. Any return product received damaged in shipping will not be eligible for a credit. We are not responsible for items received damaged. The customer will need to file an insurance claim with the carrier for damaged items and to be reimbursed for the insured amount.
How do I return an item?
For returns on items that are not damaged or defective, please contact a Customer Service Representative within 10 days of receipt of your merchandise via email at info@AllBasicsStoves.com. Please include your order number and the reason for your return in your email. We will respond within 24 hours with a Return Authorization Number and instructions for returning the item to us. All returns MUST have a Return Merchandise Authorization (RMA) Number. All returns received without an RMA number will be shipped back at the customer's expense
If your shipment is received damaged, a claim must be made within 5 days of receipt - Please open your package and inspect upon receipt. If a package arrives damaged, save all packing materials and contact us immediately. We will file a claim with the shipping company. In most cases, we will send a replacement. If your order is shipped via freight, you must inspect all packages upon delivery. If there is any damage, it is the customer's responsibility to report the damage to the driver at that time to ensure it will be covered under insurance
Are there exceptions to the Return Policy?
The following items are not returnable at any time for any reason if they have been installed or burned - gas logs, gas stoves, wood burning stoves, pellet stoves, fire pits, all electrical parts or any other product associated with gas (natural or propane) or fire. This is a liability issue and we are not responsible for any items once they have been installed and/or burned. If the item is believed to be defective, we will be happy to assist you with the warranty process through the manufacturer to resolve the problem
What if an item is missing from my shipped order?
All orders must be inspected for missing items within 5 days of receipt - Please open your package and inspect upon receipt. If a package arrives missing items, contact us immediately. After 5 days, we are not responsible for missing items from order
What if the item I purchased is defective?
If an item is received via carrier and found to be defective within 10 days of the purchase date, All Basics Stove Shop will send a replacement part at no expense to the customer. If the entire unit is defective, a replacement unit will be sent or a credit will be issued. If an item is shipped via freight and found to be defective within 10 days of the purchase date, All Basics Stove Shop will have the replacement part sent to the customer at no expense. If All Basics Stove Shop will contact the manufacturer directly for replacement items or warranty parts