How
To Order a Stove
At
Woodstock Soapstone, we believe enjoying your stove should
be a warm and comfortable experience, just as we think ordering
one of our stoves should be a comfortable (and easy)
experience. Our web site is full of descriptions, technical
data, photos, and illustrations of all of our fine soapstone
products, but if you are ready to order, we’ve tried
to answer the most frequently asked questions about ordering
and shipping below. You are always welcome to call and speak
with our customer service and technical staff from 9 to 5,
Eastern Time, Monday through Saturday. Just call 800-866-4344
and we’ll do our best to answer any questions you might
have.
How can
I order a stove from you?
How
to order on the web
What’s
the difference between a web order and a web reservation?
Order
by phone from 9-5, Monday-Saturday
Visit
the factory
Order
by mail or fax
What are
payment options?
Standard
payment options
Our
financing plan
Is
there a sales tax in New Hampshire?
What
if I’m not sure what color I want for the cast
iron?
What about
accessories? Can I order them from you?
Does
pipe come with the stove?
How
do I go about ordering a prefabricated chimney?
How
can I figure out how much gas pipe I need?
What
do I need for a complete installation?
How does
the stove get shipped?
Does
the stove come fully assembled?
Can I pick
up at the factory?
How soon
after I order will my stove be shipped?
How
do I find a business to ship to?
Can
my stove be delivered directly to my home?
How
do I get the stove into my house?
What
if the stove is damaged in transit? Who takes care of
that?
Why
don’t
you have dealers?
How can
I see a stove before I buy?
How can
I find someone to do the installation?
Can
I do the installation myself?
What is
your guarantee?
How
can I order a stove from you?
All
of our sales are direct from the factory, so no matter
what you do you’ll end up working directly with us!
You can order on the web, over the phone, or by visiting
us here in New Hampshire. If you have any questions, we
always encourage you to call us toll free at 1-800-866-4344.
We’ve been giving customers help and advice for 30
years and we look forward to having the chance to help
you.
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How
to order on the web
You
can order on the web through our web
store, or by using
our reservation form. The
web store is great if you have already determined all of
the details of your order – model, color, shipping
arrangements and accessories and pipe. The reservation
form is more appropriate if you know you want to purchase
a stove from us, but there are still details that you need
to work out. Remember that you can always contact
us by e-mail if
you have questions. We generally answer all e-mails by
the end of the next business day.
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What’s
the difference between a web order and a web reservation?
If
you have already decided on the model, color of your stove
and shipping arrangements, you can order on line at any
time. You can pay in full, or if you are scheduling shipment
at a later date you can make a $250 deposit and we will
bill you for the balance before shipment.
When
you make a web reservation, you provide us with a phone
number and the best time to reach you and we’ll hold
a stove for you until we work out the details of your order.
We’ll be in touch to answer your questions and complete
your order. No deposit is required to make a web reservation.
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Order
by phone from 9-5, Monday-Saturday
You
can order by calling us toll free at 1-800-866-4344 between
9 a.m. and 5 p.m., Monday through Saturday. We have 9 staff
members who are certified as Woodstove Specialists or Gas
Stove Specialists by the National Fireplace Institute,
and we would be happy to help you decide which stove is
right for you, plan your installation, design
a pre-fabricated chimney,
or make shipping arrangements.
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Visit
the factory
We
always welcome visitors. Our factory is open for tours
from 9-5, Monday-Saturday. You can see how our stoves are
built, and meet our stove makers. Many people like to pick-out
their stoves while they are here, since the soapstone grain
pattern varies from stove to stove. If you want to pick
up your stove while you are here, we will package it and
load it into your vehicle. There are no crating charges,
and there’s no sales tax in New Hampshire. For
driving directions, just click here.
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Order
by mail or fax
If
you prefer to mail your payment, you can fill out the order
form and send it,
along with a deposit, to us at:
Woodstock
Soapstone Company, Inc.
66
Airpark Road
West
Lebanon, NH 03784
You can also
fax an order to us anytime, 24 hours/day, at 603-298-5958.
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What
are payment options?
All
it takes to place an order is a $250 deposit. We can take
your credit card information over the phone, or you can mail
us a check or money order. This deposit is completely refundable
should you need to cancel your order. The balance is due
before shipment or at the time of pick up. You can also pay
in full when you place your order. In addition, we offer
financing through a local savings bank and a layaway plan
for folks who do not need their stoves right away.
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Standard
payment options
We accept Visa,
MasterCard, Discover as well as cash, checks, money orders,
cashier’s checks, etc. Not sure if we accept it? Just
call us at 1-800-866-4344 and we’ll let you know.
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Our
financing plan
We offer installment
loan financing for the cost of the stove minus a $250 deposit.
You can finance for up to 30 months, which means monthly
payments in the neighborhood of $75 per month (depending
on stove model). Our interest rate is typically much lower
than credit card rates, and we occasionally have special
interest rate offers. Click here to check
our rate!
To apply for
financing, you can call us between 9 am and 5 pm Eastern
time and we’ll fill out a credit application with you
over the phone. Or you can download
the credit application, fill it out, and send
it back to us or fax it to us at 1-603-298-5958. Either way,
we’ll let you know as soon as the bank approves your
credit application. Have more questions about financing?
Give us a call or check out our Financing
FAQ’s
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Is
there a sales tax in New Hampshire?
No! There is
no sales tax in New Hampshire, so there is no sales tax added
to the price you pay.
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What
if I’m not sure what color I want for the cast
iron?
The
castings on our stoves are available in five standard colors:
Matte Black, Charcoal, Metallic Blue, Metallic Gray, and
Metallic Brown. These can be viewed in our Stove
Gallery and in the Color
Pop-Ups on the web site. Custom colors are
also available at a modest additional cost. We’ll gladly
send you a color card with paint swatches of every stock
or custom color. By the way, we'll paint your pipe to match
your stove at no extra charge.
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What
about accessories? Can I order them from you?
Visit
our web store to
see the same array of hearthside items that you’ll
find here in our New Hampshire showroom, from soapstone boot
warmers to colorful, cast iron steamers and kettles. All
of our accessories are discounted 10% when ordered with a
stove. We’ve hand picked the highest quality hearth
products so your shopping is easy, including hand forged
iron tool sets, ash holders, leather log totes, and even
an assortment of brass crickets that will bring good luck
to your hearth. And don’t forget a heat shield to reduce
the rear clearance from your stove to the wall! You can order
your accessories by adding them to your cart before you check
out of our web store.
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Does
pipe come with the stove?
Because
every installation is different, we can’t offer a standard “pipe
kit” with our wood stoves. However, we’re happy
to help you determine exactly what your installation requires,
whether you buy directly from us or from a local supplier.
A pipe order can range from a couple of lengths of stovepipe
right up through a complete, pre-fabricated chimney system.
For more information on ordering pipe, read on.
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How
do I go about ordering a prefabricated chimney?
Whether
you’re hooking up your stove to an existing chimney
or building a pre-fabricated chimney, we’re here to
help. Our wood and gas stove specialists can design and price
a chimney after you provide a few simple measurements, or
you can do it on your own. In either case, our specialists
are all trained and certified by the National Fireplace Institute
and know what conforms to the National Fire Code and what
doesn’t, so don’t hesitate to call if you have
any questions.
If
you need a complete chimney system, it will most likely fall
into one of three design types, determined by the location
of the stove in your home. These are 1) Flat Ceiling, 2) Cathedral
Ceiling, and 3) Through
the Wall. For detailed
explanations and illustrations of these measurements and
installation types, see our article on Prefabricated
Chimneys.
Measurements
we will ask for are: a) floor to ceiling measurement, b)
attic height, c) pitch of roof, and d) distance from the
chimney to the peak of the roof. We’ll also need to
know what your roofing material is (asphalt shingle, standing
seam, etc.)
If
your stove is going in front of a fireplace, you should plan
to install a stainless steel chimney liner. See our article Masonry
Chimneys. Not only will it improve the operation
of your stove, but it will also conform to the National Fire
Code. To order, the only measurement we need is the height
of your chimney. Again, many of our customers install liners
themselves, but we can help you find a contractor in your
area to do it for you.
Visit
our Free Library for
loads of information about chimney theory, design, and installation.
To order stovepipe and stainless steel chimney pipe, including
all the components necessary for a safe and complete bottom-to-top
system, browse our web store, or call us and we’ll provide you with a complete list
of all the necessary components and prices to build your
chimney system. And, we discount the chimney 10% if you have
it shipped with your stove!
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How
can I figure out how much gas pipe I need?
All of our gas
stoves require direct vent pipe. Direct vent pipe draws combustion
air from outside the house and vents exhaust gases to the
outside. The easiest way to figure out how much pipe you
need for your gas stove is to call us at 1-800-866-4344!
However, if it is after business hours or you would prefer
to figure it out yourself, there are 3 easy steps. First,
decide which of the 6 Ways
to Install Your Gas Stove best fits your installation
plans. If you are planning to vent your stove through an
outside wall, Installations 1 and 2 list all the pipe you
will need. Second, measure the distance from the floor
where your stove will sit to the ceiling or chimney opening,
if applicable. If you are venting into a fireplace, measure
the height of your chimney. Finally, check out the
available Direct Vent pipe lengths in our web
store. You
can calculate the lengths of pipe that you will need by subtracting
the height of the stove and remembering that each pipe needs
to overlap the next by 1.5”, e.g. a 12 inch piece of
pipe actually covers 10.5 inches.
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What
do I need for a complete installation?
The
answer to this question is different for every customer.
In general, a complete installation includes: (1) the stove,
(2) a noncombustible hearth for the stove to sit on, and
(3) the piping to either connect to an existing chimney or
to vent the exhaust out of the house. If you are buying a
woodstove, you may want to also consider a log carrier, ash
holder, toolset, and stove gloves to enhance your wood burning
experience. For gas stoves, a remote control or wall thermostat
is a very handy addition to the stove installation. Finally,
all stove owners appreciate having a kettle or steamer on
top of their stove adding moisture to the dry winter air.
We also have a wide selection of “less necessary” but
fun items for your hearth, from crickets to stove scents
and hearthrugs to apple bakers. You can browse our complete
selection of hearth accessories in
the web store.
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How
does the stove get shipped?
We
ship all of our stoves in tractor-trailers. They are too
big and too heavy to ship by UPS or FEDEX. Most
of our stoves are either delivered to truck terminals or
to a local business with an unloading facility.
Truck
Terminals: There
are nearly a thousand terminals around the country where
you can pick up your stove. The terminal staff will load
your stove into your vehicle (truck, trailer, van or vehicle
big enough to carry stove). Most terminals have convenient
weekend and evening hours. Call us toll free at 800-866-4344
to locate the nearest terminal.
Business
Delivery: To
make delivery even closer and more convenient, many local
businesses with a dock or forklift will accept delivery
for you. You might consider local hardware stores, lumberyards,
garden supply stores, and similar businesses in your community.
With permission from them, we can ship your stove to their
dock. We pre-pay for all shipping and insurance charges,
so there’s no cost or liability if a local business
accepts the shipment for you. We can help you make these
inquiries, and we can use the Internet and the shipping
history of our customers to find other delivery locations
in your area.
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Can
I pick up at the factory?
Yes, you can
always pick your stove up here! Select the stove that’s
right for you and we’ll wrap it for transport and load
it into your vehicle. If you will be driving an enclosed
vehicle, check below to make sure the stove will fit. If
you call ahead, we will paint your stovepipe to match your
stove.
Factory
Pick up: Fireview & Classic
- 27” l x 22”w x 35”h
Keystone & Palladian
- 26” l x 22”w x 33”h
Fireside
Franklin - 33” l x 31” w x 34”h
Cottage
- 28” l x 27”w x 36”h
Shipping
Crate via Truck:
Woodstoves - 30” l x 24”w x 37”h
Gas
Stoves - 33” l x 32” w x 35”h
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Does
the stove come fully assembled?
Yes,
the stove is fully assembled before it leaves our shop. There
are only a few additional hardware items packed safely inside
your stove so they won’t get lost or damaged. They
come with easy to follow instructions for installation after
you have uncrated your stove.
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How
soon after I order will my stove be shipped?
We’ll
let you know when your stove is scheduled for shipment
as soon as you order. We sometimes offer shipping discounts
during the “off-season” (April-June) to encourage
customers to accept delivery when our shipping schedule
is light. During the busiest part of the year (September –December),
we often have a backorder, so you should anticipate a possible
wait at that time of year. If you want advice on our current
backorder status, you can always call our customer service
department at 1-800-866-4344. Sometimes we offer shipping
discounts on our sale
page, but it’s
always a good idea to call too!
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How
do I find a business to ship to?
We will ship
to any business with a loading dock or forklift, which can
make delivery both close and convenient on your end. We advise
you to first consider local hardware stores, lumberyards,
garden supply stores, and similar businesses in your community.
If you are building, your supplier of building materials
will be a good bet. With permission from them, we can ship
your stove to their dock. We can help you make these inquiries,
and we’re happy to check where other customers in your
area have had their stoves delivered. We pre-pay all shipping
and insurance charges, so there’s no cost or liability
if a local business accepts the shipment for you. We can
also search our freight company’s terminal locations
to see if there is one close to you.
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Can
my stove be delivered directly to my home?
We
can arrange residential deliveries, but we recommend a business
or terminal delivery. With residential deliveries, there
are extra service fees, safety risks, and scheduling frustrations
involved with re-assigning the shipment to a local company
that can provide a lift gate truck. Even then, they will
only deliver to your driveway or street, which means you
will have to provide the labor to get your stove into the
house. We will work very hard to help you find a business
or terminal delivery because we have learned through experience
that these delivery methods are safer and easier for you,
the stove, and the trucking company.
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How
do I get the stove into my house?
The
stove crate is built in such a way that it is relatively
easy to slide it down two 2x8’s and onto the ground.
Once the
crate is on the ground, it’s fairly easy to move with
a two-wheeled dolly. We recommend that you leave the stove
crated until you get it to your hearth. The final steps are
to remove the boards that enclose the stove. Then, several
people can lift the stove (while someone pulls the pallet
out from under) and lower it onto the hearth. This process
is described and illustrated in our Delivery
Guide.
What
if the stove is damaged in transit? Who takes care
of that?
Our
stoves are exceptionally well crated so
damage doesn’t occur often. But if it does, all you
have to do is pick up the phone and call us. We will ship
you a brand new replacement stove and swap it for the damaged
stove at the original delivery point. We take care of any
and all paperwork, claims, shipping, and replacement costs.
Even if you take the stove home and find damage when you
uncrate it, we will take care of it for you. The only thing
we ask is that you let us know of any damage soon
after receiving the stove.
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Why
don’t you have dealers?
All of our
stoves are sold factory direct. Almost all of our stoves
are sold before they are even built, so we don’t have
dealers. There is no economic reason for us to sell to dealers
when our production gets sold out every year to individual
customers.
When one of
our customers has a problem, we hear about it right away,
and we wouldn’t want it any other way. The direct customer
feedback has helped us improve our product and service year
after year.
We maintain
an active library of technical bulletins and useful information
about installation, operation, safety, and performance. Click
here to visit our download library. Nine of
our staff members have been certified by the National Fireplace
Institute as wood or gas stove specialists -- more than any
retail store. During
installation and model selection, talking directly to the
factory ensures you get the right accessories and the right
stove.
We
stock parts for every stove we have made over the last 30
years. We
can help you order the right
part, and we supply tips and written instructions
for nearly every part available.
We have shipped
to individuals in all 50 states and about 20 foreign countries.
Direct sales and direct contact with our customers has helped
Woodstock Soapstone Company improve products, lower prices
and provide superior service.
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Can
I see a stove before I buy?
Even though
we ship all of our stoves direct from the factory, there
are a number of ways you can become familiar with them. First
of all, if you live in the New England area or are visiting
here, we welcome visitors to our factory and showroom in
West Lebanon, New Hampshire. Many of our customers combine
a visit to our factory with a vacation or business trip. (Click
here to get driving directions.) Remember that
if you pick up your stove at the factory, there are no crating
or shipping charges, and no sales tax.
If
you can’t
visit, we have a Color Catalog and your choice of a Video
or DVD. The Video/DVD includes a tour of our factory, which
can be a good substitute for a visit! Request a Catalog and
Video/DVD
This website
has 3-D rotating stove images of
all our stoves, including the Mini Gas Franklin.
There
are hundreds of Owner
Testimonials in our brochures and on our web site. If you
wish to talk to a stove owner in your area, we can often
put you in touch with a customer in your area by phone,
and it’s often possible to coordinate a visit to
their home to see the stove. We have a community of stove
owners across the country and many are happy to share their
experience and satisfaction with friends and neighbors.
You can also
read dozens of unbiased opinions and reviews about our stoves
at www.hearth.com,
an independent website dedicated to wood heating.
Finally, our 6-month
Unconditional Guarantee is an extra bit of
insurance. Unmatched in the stove industry, this guarantee
can ease any remaining worries. We even pay to have it
shipped back to us.
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Can
I do the installation myself?
Many
of our customers install their wood stove themselves. Often
it’s as simple as connecting the stove to an existing
chimney. Other installations need a new hearth, a chimney
liner, or a chimney system. We can help a confident do-it-yourselfer
with all these details. You can find every part you need
for a safe installation in our web
store, complete installation guidelines
in our owners
manuals, and loads of tips, techniques and explanations
in our downlaod library.
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How
can I find someone to do the installation?
If installing
the stove isn’t for you, there are many reliable installers
with knowledge of local codes and requirements. Wood
stove customers can visit the website
of the Chimney Safety Institute of America, a nationwide
organization of hearth professionals. Their website, www.csia.org,
maintains a state-by-state list of nearly 2,000 members who
have been tested and certified in wood stove and chimney
issues relating to installation, operation, and safety. You
can look in your yellow pages for professionals such as chimney
sweeps, masons, and home improvement contractors. Whoever
you get, we are available Monday through Saturday, 9 a.m.
to 5 p.m. to support them with any installation questions.
Gas stove customers
have two parts of the installation to consider: venting
and gas connections. The venting pipe installation is basic
carpentry work, cutting through a wall or ceiling and roof.
Other installations can use existing metal or masonry chimneys
by installing a liner. A reliable carpenter, contractor,
or handyman will have all the tools and skills to make
this job fast and trouble-free.
A
trained professional should handle the job of gas supply
and connections to the stove. Your gas company may have on-staff
technicians, or a list of local independent heating and plumbing
professionals. Your yellow pages or business directory is
a good source for heating and plumbing professionals. Many
of the professionals listed on the Chimney Safety Institute
of America website are both wood and gas stove certified.
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What
is your guarantee?
Each stove
comes with our 6-month Unconditional
Guarantee. If you are not 100% satisfied with
your new stove, we will buy it back, including the return
freight. There’s no guarantee in the industry that
can match that!
In addition,
all stove parts, including the soapstone itself, are fully
warranted for the first year you own your stove. And your
catalytic combuster is 100% warranted for the first three
years that you own your stove, with a pro rated discount
for the next three years.
With 30 years
of stove building and customer service experience, you can
rest assured that we stand behind our products and that we’re
committed to providing you with excellent service for as
long as you own your stove.
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