FAQ

Orders placed before 2:00 PM (Eastern Time), Monday to Saturday, start processing the same day; later orders, and orders placed on a Sunday, start processing the next day (Monday to Saturday). Processing takes 1 – 2 days (Monday to Saturday) and transit 3 – 7 days (Monday to Saturday), so most orders arrive within 4 – 9 days (Monday to Saturday).

Our order cut-off time is 2:00 PM (Eastern Time), Monday to Saturday. Orders placed before the cut-off start processing the same day.

Yes. Standard tracked shipping is free on every order within the United States, with no minimum spend – including stoves, fireplace inserts and other heavy items that ship by freight.

No. Velnoba ships within the United States only at this time.

Smaller, lighter parcels ship with UPS. Pellet stoves, wood stoves, fireplace inserts, built-in fireplaces, coal and corn stoves and other heavy items ship with FedEx Freight and are delivered curbside.

When your stove or fireplace insert reaches your local terminal, FedEx Freight calls you to book a delivery window. The driver delivers curbside, and stoves are heavy, so plan for two or more people or suitable equipment such as an appliance dolly to move it in. Please inspect the packaging before you sign and note any damage on the delivery receipt.

You receive a tracking number by e-mail as soon as your order is dispatched. You can also check the status any time on our Track Your Order page or in My Account under Orders.

You can return any new or slightly used item within 90 days of delivery for a full refund of the product price – a free prepaid return label is included in your package. There is no restocking fee. Contact us at info@velnoba.com with your order number to start a return.

Returns are free: a prepaid return label is included in your package. Hand the parcel to UPS or drop it at a UPS drop-off location; for stoves, fireplace inserts and other freight items we book a free FedEx Freight pickup. If an item arrives defective, damaged or incorrect, we cover all return costs.

Approved refunds are issued to your original payment method within 5 days (Monday to Friday) of us receiving and inspecting the return. Your bank may take a further 3 – 5 days (Monday to Friday) to show the credit.

Yes. You can exchange a new or slightly used item for a different finish, size or model within 90 days, subject to availability. E-mail info@velnoba.com and we will arrange it.

Yes, if it is only slightly used. We accept returns of new and slightly used items. A stove that has been unpacked, tried or lightly used is fine, as long as it is complete (parts, hardware, accessories, manuals), cooled and emptied of all ash and unburned fuel, disconnected from any gas supply, free of damage beyond light signs of use and not modified (no cut or drilled panels or permanently attached accessories).

Contact us within 48 hours of delivery with your order number and photos of the item and packaging. We send a replacement or issue a full refund and cover the return shipping.

We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. All payments are processed securely by Stripe over an encrypted connection.

Your payment method is charged when you place your order. If we cannot fulfil an order, the full amount is refunded to your original payment method.

Yes, free of charge at any time before your order is dispatched. E-mail info@velnoba.com with your order number and “cancellation” in the subject line.

Yes. Every product we sell is new and unused, and ships in its original packaging with the included parts and instructions.

Yes. Products are covered against manufacturing defects for 12 months from delivery, unless a longer period is stated on the product page. E-mail us with your order number and photos of the fault to make a claim.

Match the stove’s heating capacity to the space you want to heat. Each product page lists the heating area in square feet and the heat output in BTU, together with the fuel type, dimensions, weight and venting requirements. Ceiling height, insulation, climate and floor plan also affect real-world performance, so compare the stated heating area with your space – and our team is happy to help you compare models.

Velnoba does not install stoves. Every appliance must be installed according to its manual and your local building codes, and many areas require a permit or inspection – check with your local building department before installation. We recommend a qualified installer for venting, chimney and gas connections.

We sell pellet stoves, wood stoves, coal and corn stoves, fireplace inserts in wood, pellet and gas versions, built-in and zero-clearance fireplaces, and vent-free gas stoves for natural gas or propane. Always burn only the fuel the appliance is designed for, as stated on the product page and in the manual.

Venting depends on the appliance. Wood, coal and corn stoves need a suitable chimney or listed chimney pipe; pellet stoves and inserts use the vent pipe type specified in their manual; fireplace inserts usually vent through an existing masonry chimney with a liner; vent-free gas stoves need no chimney but must be used only in rooms that meet the size and ventilation requirements in the manual, and some localities restrict them. The product page and manual list the exact venting and clearance requirements.

Parcels can usually be left at your door. For freight deliveries someone over 18 needs to be present at the booked delivery window to receive and inspect the shipment.

E-mail info@velnoba.com, call +1 302-481-9112 or use the form on our Contact page. We answer Monday to Friday 9:00 AM – 6:00 PM and Saturday and Sunday 10:00 AM – 4:00 PM (Eastern Time), and aim to reply to every message within 24 hours.