Frequently Asked Questions

Shipping costs are calculated at checkout based on your order and your delivery destination. Some remote destinations carry a surcharge — including Yukon, Nunavut and the Northwest Territories, Anticosti Island, Alaska, Hawaii and US territories or protectorates — and orders going to those regions must be placed by email at info@thenorthflame.com so we can quote the freight before you pay.

We cannot ship to P.O. Boxes.

Orders are processed 7 days a week and shipped Monday through Friday, excluding holidays. An item marked In stock ships within 2 business days. Pre-Order now ships 1 to 3 days after the date listed on the product page. Out-Of-Stock means the item has no planned back-to-stock date yet.

Standard parcel delivery then averages 3 to 5 business days, and remote areas in North America rarely exceed 10 days. These time frames are estimates based on our regular sales volume, not guarantees, and delays are generally longer during the holidays.

Heating appliances ship by freight on a tractor trailer, as a curbside delivery. Once the shipment reaches your local freight terminal the carrier calls you to schedule an appointment, usually a 4-hour window on a weekday during business hours, so the phone number on your order needs to be one that reaches you.

The driver arrives with a lift-gate truck and lowers the appliance to the ground at the edge of your driveway. Curbside delivery does not include set-up or assembly, removal of packaging materials, or bringing the appliance inside the home.

Inspect the shipment before you sign the Proof of Delivery receipt. If you see damage, note it on the receipt and take pictures — you have the right to refuse a delivery that arrives damaged.

Most unused items can be returned within 30 days of delivery. Email info@thenorthflame.com with your name, order number, the part numbers and the reason for the return. You will receive an automated reply with a case number, and within 72 hours a representative confirms whether the request is approved.

Every return must include the return authorization printed and placed inside the package — parcels that are not clearly identified with it are refused. Products must come back in their original packaging with all parts, including the owner's manual where it applies, and stoves must be crated on their original pallet.

Return shipping is at your expense except in cases of transport damage or warranty. Returns are subject to a 10% inspection and restocking fee on parts and 15% on heating appliances, and the original shipping and handling fees are not refundable. Refunds are issued within 14 days of receiving the returned products.

Custom-made pieces and custom glass, used items or items that have been installed or assembled, and bundled kits sold at a discounted rate — for a kit, the entire kit must be returned.

Our distribution centers do not have a guest services counter, so on-site returns are not possible.

Our products come with a 90-day warranty covering manufacturing defects. If an item is confirmed defective and covered by the warranty, a replacement will be shipped or a refund will be issued.

We warranty our glass during transit. Glass that cracks after use is considered improperly installed and is not eligible for a warranty claim.

Inspect your order when it arrives, even if you are not installing it right away. Email info@thenorthflame.com with your name, order number and pictures of the damage, including images of the box, the shipping label, the packaging and the damaged item.

Claims related to shipping damage must be submitted within 30 days of the delivery date. On a curbside freight delivery, note the damage on the Proof of Delivery receipt before you sign it.

Email info@thenorthflame.com as soon as possible with CANCEL ORDER in the subject line, and call 1 855-294-0714 immediately during open business hours. You must speak to a representative to ensure the cancellation — please do not leave a message.

We will do our best to cancel before the order ships, but once an order is submitted cancellation cannot be guaranteed. A heating appliance that has already shipped but is still in transit is subject to a $300 return fee deducted from the refund.

Modifications are only possible to remove items from an order that has not shipped. Items cannot be added to an existing order — you would need to place a new one.

Every part in our catalogue is listed under the manufacturer's own part number, which we use as the product SKU. The fastest way to find what you need is to search the number printed on the part you are replacing, or the number listed in your appliance's owner's manual.

The North Flame is an authorized SBI International distributor. SBI, based in Saint-Augustin-de-Desmaures, Quebec, builds the Drolet, Osburn, Enerzone, Valcourt, PSG and Ventis lines, so parts for those appliances are listed here under their SBI part numbers.

If you are not sure which part you need, email info@thenorthflame.com with your appliance model and we will help you identify it.