Contact Us

During times of high volume of orders and interactions, it may take longer for us to respond.  

We are working diligently and we appreciate your patience.

We're here to help!

Questions, concerns, or need technical assistance? We want to help!  

During business hours, send us an online message, by clicking on the Chat icon at the lower right corner.

After hours? Send us a request by creating a helpdesk ticket below.

Warranty Claims & Product Registration

Need to review your warranty, submit a warranty claim, or register your product?  Click on the button below!


3871 South Alston Ave.

Durham, NC  27713

Email us




Delivery Damage Claims:

Call us

9:00AM - 5:00PM EST

Phone: 919-973-4079

Sales: Option #1

Logistics:  Option #2

Tech Support: Option #3

Parts/Piping: Option #4

Start Here!

Not sure where to start?  Need some assistance navigating our site?  Use the Company directory below.  

Just click on one of the topics to expand information about that topic, as well as a link, phone number, email, or other helpful direction. 

Company Directory

  • purchasing & Sales

    (M-F 9am-5pm EST)

If you would like to purchase an appliance, warranty, or accessories, or if you just need help deciding which stove is best for you, please contact our sales representatives at  919-973-4079 Option 1 or send an email to

To view a list of all of our offered products, please see our full product catalog:

  • Logistics & deliveries

    (M-F 7am-3pm EST)

If you would like tracking information for a stove or appliance, or if you have questions about certain delivery procedures, or to get a non-standard shipping quote, please contact our logistics department at 919-973-4079 Option 2, or send an email to or

If you purchased through one of our big box retailers, such as Home Depot or Lowes, please note that they do handle their own shipping, and they will need to provide any shipping details.  We fulfill most retailer orders within 3 days.

  • Technical Support

    (M-F 9am-5pm EST)

If you have technical or operational questions or issues, please contact our tech support team here:  919-973-4079 Option 3 or click on the live chat at the lower right-hand corner of the page.

You can find more information, including videos, guides, and knowledge database articles here:

  • Replacement Parts & Piping

    (M-F 9am-5pm EST)

For any parts or piping related questions, or to report missing or damaged items,  please contact our parts department at 919-973-4079 Option 4 or send an email to

  • Delivery Damages & Claims

    (M-F 9am-5pm EST)

If you need to report delivery damage for a stove or appliance, please contact our claims specialist at 919-973-4079 ext. 104 or send an email to

(Ensure that delivery receipt or bill of lading was notated with any damages upon delivery).

  • accounting

    (M-F 7am-3pm EST)

For all vendor or accounts payable/receivable related inquiries, please contact our specialist at 919-973-4079 ext. 109 or send an email to 

  • manuals, Instructions, reports, & blogs

  • Find a dealer

  • become a dealer

  • Warranty Info, warranty claims, & product registration

  • After hours support

Frequently asked questions

Have questions? We’re hereto help

How long does it take to receive an order?

Parts, piping, and accessory orders usually take 1-3 days to process, depending on the item purchased. All of these smaller items will ship via USPS or FedEx. Most deliveries occur within 4 days, but can take up to 7 days due to weather or other delays. 

We do provide express processing with next-day and 2-day delivery options for an additional fee. (Exclusions apply).

Pellet stove and hearth pad orders that require LTL shipping will be processed in 1-3 days, and can take up to 10 days for delivery. Unfortunately there are no express shipping options for LTL freight items, such as pellet stove heaters and hearth pads.

How much does shipping cost?

Standard shipping is included at no additional cost for most products, including: Pellet stoves, stove accessories, replacement parts, and hearth pads.

What should I do if I need to change/cancel my order?

If any changes need to be made to your order before they are fulfilled and shipped, you can contact the Sales team at the number above, and explain your situation and the amendments to your order.  

Unfortunately, if the order was already shipped, there may be a cancellation or reconsignment fee (customer responsibility) depending on the product(s) in the order.

The Item I want is out of stock.  What do I do?  Can I pre-order?

Pre-orders are usually unavailable, but you can click on the "Notify Me When Available" button on the product page to be added to a notification email list.  As soon as the item is back in stock and available, an email will automatically be sent to you.

Where can I see a ComfortBilt pellet stove in person?

We do not have a showroom at our warehouse, but we do have dealers nationwide that you can reach out to.  See our Dealer Locator page:

I ordered the incorrect Item, how do I return it?

Be sure to follow the instructions to ensure a full refund.

For Parcels (such as replacement parts, piping, and accessories):  
1. Package the item(s) into a shipping box or original packaging.
2. Put the line "Return for Refund - along with your order number" on the return label.
3. Call the parts department, and inform them of the mistake and intent to return.
4. Ship the item back to us at the above office address. (No return label will be provided, unless it was an error on ComfortBilt's behalf). 
5. Once received, we will credit/refund your account. 

Please review the return policy: