Menu
Your Cart

Frequently Asked Questions

All of our sales are direct from the factory, so no matter what you do you’ll end up working directly with us! You can order on the web, over the phone, or by visiting us here in New Hampshire. If you have any questions, we always encourage you to call us toll free at 1-800-866-4344. We’ve been giving customers help and advice since 1978 and we look forward to having the chance to help you.

You can order on the web through our web store, or by using our reservation form. The web store is great if you have already determined all of the details of your order – model, color, shipping arrangements and accessories and pipe. The reservation form is more appropriate if you know you want to purchase a stove from us, but there are still details that you need to work out. Remember that you can always contact us by e-mail if you have questions. We generally answer all e-mails by the end of the next business day.

If you have already decided on the model, color of your stove and shipping arrangements, you can order on line at any time. You can pay in full, or if you are scheduling shipment at a later date you can make a $250 deposit and we will bill you for the balance before shipment.


When you make a web reservation, you provide us with a phone number and the best time to reach you and we’ll hold a stove for you until we work out the details of your order. We’ll be in touch to answer your questions and complete your order. No deposit is required to make a web reservation.


You can order by calling us toll free at 1-800-866-4344 between 9 a.m. and 5 p.m., Monday through Friday, and Saturday, 9 a.m. to 12 p.m. We have 5 staff members who are certified as Woodstove Specialists or Gas Stove Specialists by the National Fireplace Institute, and we would be happy to help you decide which stove is right for you, plan your installation, design a pre-fabricated chimney, or make shipping arrangements.

We always welcome visitors. Our factory is open for tours from 9-5, Monday-Saturday. You can see how our stoves are built, and meet our stove makers. Depending on your stove or choice, you may be able to pick from inventory and take a stove home the same day. If you want to pick up your stove while you are here, we will package it and load it into your vehicle. There are no crating charges, and there’s no sales tax in New Hampshire. For driving directions, just click here.

If you prefer to mail your payment, you can fill out the order form and send it, along with a deposit, to us at: Woodstock Soapstone Company, Inc. 66 Airpark Road West Lebanon, NH 03784 You can also fax an order to us anytime, 24 hours/day, at 603-298-5958.

All it takes to place an order is a $250 deposit. We can take your credit card information over the phone, or you can mail us a check or money order. This deposit is completely refundable should you need to cancel your order. The balance is due before shipment or at the time of pick up. You can also pay in full when you place your order.

We accept Visa, MasterCard, Discover as well as cash, checks, money orders, cashier’s checks, etc. Not sure if we accept it? Just call us at 1-800-866-4344 and we’ll let you know.

No! There is no sales tax in New Hampshire, so there is no sales tax added to the price you pay.

If you are ordering one of our soapstone & cast iron wood stoves, the castings are available in five standard colors: Matte Black, Charcoal, Metallic Blue, Metallic Gray, and Metallic Brown. These can be viewed in our Standard Color Gallery on the web site. Our gas stoves all come in the standard Charcoal casting. The steel hybrid models are offered in a variety of body and accent colors, to see some of the standard colors, click here. Custom colors are also available at a modest additional cost. We’ll gladly send you a color card with paint swatches of every stock or custom color. By the way, we'll paint your pipe to match your stove at no extra charge.

Visit our web store to see an array of accessories made right here at our NH Factory. We offer both hearth related items like tools sets, tools stands, and ash bins, to some whimsical bookends and desk clocks. And don’t forget a heat shield to reduce the rear clearance from your stove to the wall! You can order your accessories by adding them to your cart before you check out of our web store.

Because every installation is different, we can’t offer a standard “pipe kit” with our wood stoves. However, we’re happy to help you determine exactly what your installation requires, whether you buy directly from us or from a local supplier. A pipe order can range from a couple of lengths of stovepipe right up through a complete, pre-fabricated chimney system. For more information on ordering pipe, read on.

Whether you’re hooking up your stove to an existing chimney or building a pre-fabricated chimney, we’re here to help. Our wood and gas stove specialists can design and price a chimney after you provide a few simple measurements, or you can do it on your own. In either case, our specialists are all trained and certified by the National Fireplace Institute and know what conforms to the National Fire Code and what doesn’t, so don’t hesitate to call if you have any questions. If you need a complete chimney system, it will most likely fall into one of three design types, determined by the location of the stove in your home. These are 1) Flat Ceiling, 2) Cathedral Ceiling, and 3) Through the Wall. For detailed explanations and illustrations of these measurements and installation types, see our article on Prefabricated Chimneys. Measurements we will ask for are: a) floor to ceiling measurement, b) attic height, c) pitch of roof, and d) distance from the chimney to the peak of the roof. We’ll also need to know what your roofing material is (asphalt shingle, standing seam, etc.) If your stove is going in front of a fireplace, you should plan to install a stainless steel chimney liner. See our article Masonry Chimneys. Not only will it improve the operation of your stove, but it will also conform to the National Fire Code. To order, the only measurement we need is the height of your chimney. Again, many of our customers install liners themselves, but we can help you find a contractor in your area to do it for you. Visit our Free Library for loads of information about chimney theory, design, and installation. To order stovepipe and stainless steel chimney pipe, including all the components necessary for a safe and complete bottom-to-top system, browse our web store, or call us and we’ll provide you with a complete list of all the necessary components and prices to build your chimney system.

All of our gas stoves require direct vent pipe. Direct vent pipe draws combustion air from outside the house and vents exhaust gases to the outside. The easiest way to figure out how much pipe you need for your gas stove is to call us at 1-800-866-4344! However, if it is after business hours or you would prefer to figure it out yourself, there are 3 easy steps. First, decide which of the 6 Ways to Install Your Gas Stove best fits your installation plans. If you are planning to vent your stove through an outside wall, Installations 1 and 2 list all the pipe you will need. Second, measure the distance from the floor where your stove will sit to the ceiling or chimney opening, if applicable. If you are venting into a fireplace, measure the height of your chimney. Finally, check out the available Direct Vent pipe lengths in our web store. You can calculate the lengths of pipe that you will need by subtracting the height of the stove and remembering that each pipe needs to overlap the next by 1.5”, e.g. a 12 inch piece of pipe actually covers 10.5 inches.

The answer to this question is different for every customer. In general, a complete installation includes: (1) the stove, (2) a noncombustible hearth that provides both ember and heat transfer protection for the stove to sit on, and (3) the piping to either connect to an existing chimney or to vent the exhaust out of the house. (4) In some installations stove and pipe shields may be needed to safely install the stove closer to a combustible wall. If you are buying a wood stove, you may want to also consider an ash holder, or tool set to enhance your wood burning experience. For gas stoves, a remote control or wall thermostat is a very handy addition to the stove installation. You can browse our complete selection of hearth accessories in the web store.

We ship all of our stoves in tractor-trailers. They are too big and too heavy to ship by UPS or FEDEX. Most of our stoves are either delivered to truck terminals or to a local business with an unloading facility. Truck Terminals: There are nearly a thousand terminals around the country where you can pick up your stove. The terminal staff will load your stove into your vehicle (truck, trailer, van or vehicle big enough to carry stove). Most terminals have convenient weekend and evening hours. Call us toll free at 800-866-4344 to locate the nearest terminal. Business Delivery: To make delivery even closer and more convenient, many local businesses with a dock or forklift will accept delivery for you. You might consider local hardware stores, lumberyards, garden supply stores, and similar businesses in your community. With permission from them, we can ship your stove to their dock. We pre-pay for all shipping and insurance charges, so there’s no cost or liability if a local business accepts the shipment for you. We can help you make these inquiries, and we can use the Internet and the shipping history of our customers to find other delivery locations in your area.

Yes, you can always pick your stove up here! Select the stove that’s right for you and we’ll wrap it for transport and load it into your vehicle. If you will be driving an enclosed vehicle, check below to make sure the stove will fit. If you call ahead, we will paint your stovepipe to match your stove. Factory Pick-Up: Progress Hybrid: 39"H x 27"W x 32"D Ideal Steel Hybrid: 40"H x 31"W x 29"D Absolute Steel Hybrid: 41"H x 32"W x 28"D Survival Steel Hybrid: 41"H x 32"W x 28"D Fireview: 35”H x 22”W x 27”D Keystone & Palladian: 33"H x 22"W x 26"D Fireside FRanklin: 34"H x 31"W x 33"D Cottage: 36”H x 27"W x 28"D Shipping Crate via Truck: Progress Hybrid: 39"H x 28"W x 33"D (stove) 27"H x 34"W x 25"D (kit box) Ideal Steel Hybrid: 41"H x 32"W x 25"D Absolute Steel Hybrid: 42"H x 33"W x 33"D Survival Steel Hybrid: 42"H x 24"W x 33"D Fireview/Keystone/Palladian: 37”H x 24"W x 30"D Fireside Franklin /Cottage Franklin Gas Stoves: 35”H x 32"W x 33"D Full Chimney Package (includes Class A Chimney Pipe): 33"H x 41"W x 52"D

Yes, the stove is fully assembled before it leaves our shop. There are only a few additional hardware items packed safely inside your stove so they won’t get lost or damaged. They come with easy to follow instructions for installation after you have un-crated your stove.

We’ll let you know when your stove is scheduled for shipment as soon as you order. We sometimes offer shipping discounts during the “off-season” (April-June) to encourage customers to accept delivery when our shipping schedule is light. During the busiest part of the year (September –December), we often have a backorder, so you should anticipate a possible wait at that time of year. If you want advice on our current backorder status, you can always call our customer service department at 1-800-866-4344. Sometimes we offer shipping discounts on our sale page, but it’s always a good idea to call too!

We will ship to any business with a loading dock or forklift, which can make delivery both close and convenient on your end. We advise you to first consider local hardware stores, lumberyards, garden supply stores, and similar businesses in your community. If you are building, your supplier of building materials will be a good bet. With permission from them, we can ship your stove to their dock. We can help you make these inquiries, and we’re happy to check where other customers in your area have had their stoves delivered. We pre-pay all shipping and insurance charges, so there’s no cost or liability if a local business accepts the shipment for you. We can also search our freight company’s terminal locations to see if there is one close to you.

We can arrange residential deliveries, but we recommend a business or terminal delivery. With residential deliveries, there are extra service fees, safety risks, and scheduling frustrations involved with re-assigning the shipment to a local company that can provide a lift gate truck. Even then, they will only deliver to your driveway or street, which means you will have to provide the labor to get your stove into the house. We will work very hard to help you find a business or terminal delivery because we have learned through experience that these delivery methods are safer and easier for you, the stove, and the trucking company.

The stove crate is built in such a way that it is relatively easy to slide it down two 2x8’s and onto the ground. Once the crate is on the ground, it’s fairly easy to move with a two-wheeled dolly. We recommend that you leave the stove crated until you get it to your hearth. The final steps are to remove the boards that enclose the stove. Then, several people can lift the stove (while someone pulls the pallet out from under) and lower it onto the hearth. This process is described and illustrated in our Delivery Guide.

Our stoves are exceptionally well crated so damage doesn’t occur often. But if it does, all you have to do is pick up the phone and call us. We will ship you a brand new replacement stove and swap it for the damaged stove at the original delivery point. We take care of any and all paperwork, claims, shipping, and replacement costs. Even if you take the stove home and find damage when you uncrate it, we will take care of it for you. The only thing we ask is that you let us know of any damage soon after receiving the stove.

All of our stoves are sold factory direct. Almost all of our stoves are sold before they are even built, so we don’t have dealers. There is no economic reason for us to sell to dealers when our production gets sold out every year to individual customers. When one of our customers has a problem, we hear about it right away, and we wouldn’t want it any other way. The direct customer feedback has helped us improve our product and service year after year. We maintain an active online library of technical bulletins and useful information about installation, operation, safety, and performance. Our staff members have been certified by the National Fireplace Institute as wood or gas stove specialists -- more than any retail store. During installation and model selection, talking directly to the factory ensures you get the right accessories and the right stove. We stock almost every part for every stove we have made since 1978. We can help you order the right part, and we supply tips and written instructions for nearly every part available. We have shipped to individuals in all 50 states and about 20 foreign countries. Direct sales and direct contact with our customers has helped Woodstock Soapstone Company improve products, lower prices and provide superior service.

Even though we ship all of our stoves direct from the factory, there are a number of ways you can become familiar with them. First of all, if you live in the New England area or are visiting here, we welcome visitors to our factory and showroom in West Lebanon, New Hampshire. Many of our customers combine a visit to our factory with a vacation or business trip. Remember that if you pick up your stove at the factory, there are no crating or shipping charges, and no sales tax. If you can’t visit, we have a Color Catalog and a Web Site, Facebook Page, Blog, and YouTube Channel with lots of information, images, and customer comments. There are hundreds of Owner Testimonials in our brochures and on our web site. If you wish to talk to a stove owner in your area, we can try to put you in touch with a customer in your area by phone, and it may be possible to coordinate a visit to their home to see the stove. We have a community of stove owners across the country and many are happy to share their experience and satisfaction with friends and neighbors. Finally, our 6-month Unconditional Guarantee is an extra bit of insurance. Unmatched in the stove industry, this guarantee can ease any remaining worries. We even pay to have it shipped back to us.

Many of our customers install their wood stove themselves. Often it’s as simple as connecting the stove to an existing chimney. Other installations need a new hearth, a chimney liner, or a chimney system. We can help a confident do-it-yourselfer with all these details. You can find every part you need for a safe installation in our web store, complete installation guidelines in our owners manuals, and loads of tips, techniques and explanations in our download library.

If installing the stove isn’t for you, there are many reliable installers with knowledge of local codes and requirements. Wood stove customers can visit the website of the Chimney Safety Institute of America, a nationwide organization of hearth professionals. Their website, www.csia.org, maintains a state-by-state list of nearly 2,000 members who have been tested and certified in wood stove and chimney issues relating to installation, operation, and safety. You can look in your yellow pages for professionals such as chimney sweeps, masons, and home improvement contractors. Whoever you get, we are available Monday through Saturday, 9 a.m. to 5 p.m. to support them with any installation questions. Gas stove customers have two parts of the installation to consider: venting and gas connections. The venting pipe installation is basic carpentry work, cutting through a wall or ceiling and roof. Other installations can use existing metal or masonry chimneys by installing a liner. A reliable carpenter, contractor, or handyman will have all the tools and skills to make this job fast and trouble-free. A trained professional should handle the job of gas supply and connections to the stove. Your gas company may have on-staff technicians, or a list of local independent heating and plumbing professionals. Your yellow pages or business directory is a good source for heating and plumbing professionals. Many of the professionals listed on the Chimney Safety Institute of America website are both wood and gas stove certified.

Each stove comes with our 6-month Unconditional Guarantee. If you are not 100% satisfied with your new stove, we will buy it back, including the return freight. There’s no guarantee in the industry that can match that! In addition, all stove parts, including the soapstone itself, are fully warranted for the first year you own your stove. And your catalytic combuster is 100% warranted for the first three years that you own your stove, with a pro rated discount for the next three years. With 40 years of stove building and customer service experience, you can rest assured that we stand behind our products and that we’re committed to providing you with excellent service for as long as you own your stove.