Warranty Claim Form

Order #

This can be found on your invoice and packing slip

Item

Name, SKU, or short description of the product your having an issue with.

Stove
Information

Stove make, model, and serial number.

Issue
Phone #
Email
Additional
Comments

*By submitting this form you agree that you have read and understand our Warranty Terms and Conditions.

Common Pellet Stove Troubleshooting Tips

Here are some common issues you may run into with your stove, as well as the proper steps to diagnose and repair the problem.


Problem

Stove won’t ignite or stay running

Reason

The stove is dirty or the vent pipe is blocked.

Solution

Clean the stove thoroughly according to the Owner's Manual. With the stove unplugged disconnect the vent pipe from the stove and with a wire brush clean the entire pipe to make sure there are no obstructions. Also while the stove is disconnected clean the exhaust blower from the back side where the vent pipe attaches with an ash vacuum. Also be sure to clean around the burn pot making sure that all of the holes are free and clear of ash and pellet clunkers. Lastly clean the igniter area and make sure there is no carbon build up. Once the stove and vent pipe have been cleaned test it again and make sure there are plenty of quality wood pellets in the hopper.

If the stove continues to have the same issue try replacing the igniter if the stove won't light at all. If it lights but goes out after 15- 30 minutes it could be a vacuum/ pressure switch or the high limit or low limit switches.

Problem

Stove won’t feed pellets

Reason

The stove is dirty, the vent pipe is blocked, or the Auger shaft is jammed.

Solution

*Before buying and replacing the auger motor try this solution below.

Clean the stove thoroughly according to the Owner's Manual. With the stove unplugged disconnect the vent pipe from the stove and with a wire brush clean the entire pipe to make sure there are no obstructions. Also while the stove is disconnected clean the exhaust blower from the back side where the vent pipe attaches with an ash vacuum. Most stoves also have some kind of air tubes that need to be cleaned out. Also be sure to clean around the burn pot making sure that all of the holes are free and clear of ash and pellet clunkers. Be sure to clean the igniter area and make sure there is no carbon build up. Lastly clean out the hopper and the auger shaft. Wood pellets that are too short or too long will have a tendency to clog the stove. Saw dust in a bag of pellets can be a disaster. Make sure the pellets you are burning do not come with any sawdust in the bags. Ideally all of the pellets should be uniform in size and around ¾”

Once the stove and vent pipe have been cleaned test it again and make sure there are plenty of quality wood pellets in the hopper. If the stove still will not feed pellets try replacing the auger motor or other auger parts such as the bearing or locking collars.