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Shipping, Returns & Refunds Policy

1. Shipping Policy

SotaFlame ships throughout the contiguous United States from our distribution center in Hugo, Minnesota.

  • Order Confirmation: As soon as you place your order, you will receive an order confirmation via e-mail.
  • Order Processing: In-stock items typically ship within 1 business day. You will receive a tracking number via email once your order departs from our warehouse.
  • Shipping Methods: We utilize both parcel carriers and LTL (Less-Than-Truckload) freight services depending on the size and weight of your fireplace unit.
  • Shipping Costs: Any applicable shipping costs are calculated and displayed at checkout before you complete your order.
  • Delivery Time: Average delivery time is between 3 and 10 business days.

Delivery is provided to the outside of your residence.

2. Returns Policy

We want you to be satisfied with your SotaFlame fireplace. If you are not completely satisfied, you may initiate a return within 30 days of delivery.

  • Eligibility: To be eligible for a return, the item must be in its original packaging, unused, and in the same condition as received.
  • Return Shipping: The customer is responsible for all return shipping costs. The SotaFlame team can purchase a label at our discounted parcel shipping rates and deduct the cost from the refund amount.

Our return policy applies to cancellations made after an item has been shipped or refusal at time of delivery. To request a return authorization number and instructions please contact us. Items sent back to us without first requesting a return and receiving a return authorization number will not be accepted.

3. Refunds

Once your return is received and inspected at our Minnesota facility, we will notify you of the approval or rejection of your refund.

  • Processing: If approved, a credit will be applied to your original method of payment.

4. Order Cancellation

You may cancel your order free of charge within 12 hours of the order being placed and as long as the order has not been physically shipped.

5. Damages & Warranty

We are committed to making sure you are satisfied with our products.

  • Damaged Items: If your product arrived damaged, please contact us immediately at info@SotaFlame.com with photos of the damage and the packaging. We will prioritize a replacement or resolution.
  • Warranty: SotaFlame products are covered by SotaFlame's warranty policy. Please refer to the Warranty page for coverage details. SotaFlame provides after-sale technical support and spare parts for U.S. customers.

You will not be responsible for return shipping costs in the event the return is due to shipping damage or warranty.