Our Commitment to Your Satisfaction

At Solo Stoves Shop, we’re dedicated to creating the perfect home environment with our premium climate control products. We understand that achieving optimal indoor comfort requires products that meet your exact specifications, which is why we’ve designed a straightforward shipping and returns process to ensure your complete satisfaction.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.

Shipping Methods & Timeframes

We offer two reliable shipping options to accommodate your needs:

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after dispatch
  • Tracking included with regular updates
  • Recommended for time-sensitive orders

Free Shipping

  • Available for orders of $50 or more
  • Carrier: EMS
  • Delivery Time: 15-25 business days after dispatch
  • Tracking information provided

Please Note: Delivery times are estimates and may vary based on destination, customs processing, and other factors beyond our control. We ship globally with the exception of some Asian countries and remote regions.

Returns & Exchanges Policy

Return Timeframe

We accept returns and exchanges within 15 days from the date you receive your order. This gives you adequate time to ensure your dehumidifier, air purifier, humidifier, or other climate control product meets your home comfort requirements.

Return Conditions

To be eligible for a return or exchange, your item must meet the following conditions:

  • In original packaging with all included accessories
  • In new, unused condition with all tags attached
  • Accompanied by the original receipt or proof of purchase
  • Free from any damage, wear, or alterations

Non-Returnable Items

For health and safety reasons, the following products cannot be returned once opened:

  • Heating & Cooling Parts & Accessories – Once removed from original packaging
  • Home Air Purifiers – If filters have been installed or used
  • Opened humidifier water treatment cartridges or filters

These restrictions help us maintain the highest standards of product safety and hygiene for all our customers.

Step-by-Step Return Process

1 Contact Our Customer Service Team
Email us at [email protected] within 15 days of receiving your order. Use the return request template provided below to ensure we have all necessary information.

2 Receive Your Return Authorization
Our team will review your request and email you a Return Authorization Number and shipping instructions within 1-2 business days.

3 Package Your Item Securely
Place the item in its original packaging with all accessories, manuals, and your Return Authorization Number clearly visible on the outside of the box.

4 Ship Your Return
Send your package to the address provided in your return instructions. We recommend using a trackable shipping service and retaining your shipping receipt.

5 Receive Your Refund or Exchange
Once we receive and inspect your return, we’ll process your refund or ship your exchange item within 3-5 business days.

Return Request Template

Copy and paste the template below into your email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Solo Stoves Shop Customer Service Team,

I would like to request a [return/exchange] for my recent purchase.

Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Product Name: [Product Name]
Product Model: [If applicable]

Reason for Return/Exchange:
[Please briefly describe why you’re returning or exchanging the product]

Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [specific product if exchanging]
[ ] Store credit

Contact Information:
Full Name: [Your Full Name]
Email: [Your Email Address]
Phone: [Your Phone Number]

I confirm that the product is in its original condition and packaging with all accessories included.

Thank you for your assistance,
[Your Name]

Refund Processing

Once we receive your return:

  • Processing Time: 3-5 business days after we receive and inspect your returned item
  • Refund Method: Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Bank Processing: Depending on your financial institution, it may take 5-10 additional business days for the refund to appear on your statement
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.

Exchange Process

  • We’ll ship your replacement product once we receive your return
  • Exchanges are subject to product availability
  • If the exchanged product has a different price, we’ll process a refund or charge for the difference
  • Standard shipping rates apply for exchange shipments

Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately at [email protected]. We’ll arrange for a replacement at no additional cost to you and provide a prepaid return label for the defective item.

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges:

Email: [email protected]
Address: Solo Stoves Shop, 1256 Collins Avenue, Columbus, US 43212
Response Time: We typically respond within 1-2 business days

Note: This shipping and returns policy applies to all Solo Stoves Shop products sold through solo-stoves.com. For products purchased through authorized retailers, please consult their respective policies.