Returns & Delivery Policy

Return & Delivery Policy

 

Returning an order:

 

If you would like to return your order, you must contact us within 30 days of receiving it.


Please open your order upon delivery to ensure it is correct, even if your installation is planned for a later date.

Extensions to the 30-day return window may be considered in certain circumstances. Please contact us to request approval.


To contact us for a return, please send an email to cubicminiwoodstoves@gmail.com


We will provide you with an RMA number to place on the packaging. If you purchased the optional unlimited free returns program when placing your order, contact us to request a prepaid return label. If you did not purchase this coverage, you are responsible for return shipping costs.

If you are in Canada and did not purchase return coverage, we may be able to create a return label for you and deduct the cost from the refund.

All refunds will be issued via the method of payment by which the order was initially placed.

 

Standard returns must be unused and in their original packaging. A used stove is subject to a CAD $160 restocking fee.

Pipes and other stainless steel items must still have their protective film or we will unfortunately not be able to accept them.


The CAD $160 restocking fee applies to used stoves, not to unused, undamaged returns. Any applicable refurbishment charges for items returned damaged will be assessed separately.


*For any returns coming from outside Canada: please note that there is an import fee applied to every package that crosses the border. 

We would unfortunately need to deduct the total amount from any refund that we issue (usually at least $55.00 CAD per box).


Under no circumstances will we issue a refund for a 'blind return' (i.e: an item that is returned to us without any prior communication)

 

 

Delivery issues:

 

    If an item arrives damaged or if something is missing from your order, please send an email to cubicminiwoodstoves@gmail.com within 30 days of receiving it.

     

    Make sure your email includes photos of the damage and the packaging it came in.

    We will assess the situation and determine the best course of action.

    ShipTection shipping protection claims

    If your order includes ShipTection protection and your shipment is lost, stolen or arrives damaged, open our branded ShipTection claims portal. Have your order number ready and follow the verification steps. Submit your claim promptly and keep the packaging and photos of any damage.

    ShipTection handles protected shipping claims directly with you and copies our team. Eligibility, claim deadlines and any refund or replacement are subject to ShipTection’s coverage terms and claim review. Our return policy does not change those coverage terms.

    Missing items or partial shipments: Contact cubicminiwoodstoves@gmail.com so we can check your order and shipment details. If an item is missing or arrives damaged, contact us within 30 days of receiving your shipment, as described above. If you did not purchase ShipTection, contact us for help with delivery issues.

    Ordinary returns and prepaid return labels: Please contact Cubic for an RMA under the return policy above. The optional unlimited free returns program is separate from ShipTection shipping protection.


    On that note, we suggest adding ShipTection insurance to your order (especially if it's a big one), which covers damage, theft, and loss.

    It gives us a much quicker and more efficient way of fixing the issue than by opening a claim with the carrier.

    Either way, we will do our very best to make sure the situation is resolved.


    If a shipment is returned to us due to a it being refused, not picked up, an incorrect address, or something else, we unfortunately must charge you for the return and re-ship fees.


    As a general rule: shipping costs are non-refundable.


    Also please note that once an order leaves our facility, we unfortunately have no control over it.

    This means that we cannot change the address, modify the name, reroute/redirect the shipment, or hold it for delivery on a later date.

     


    If you have any questions at all, don't hesitate to contact us.