Solo Stove Customer Service — Expert, Practical Guide

Scope of Solo Stove customer service

Solo Stove’s customer service is focused on order support, warranty claims, replacement parts, and technical troubleshooting for its portable and backyard fire pits (Ranger, Bonfire, Yukon, and tabletop models) as well as accessories (stands, grates, covers). Typical inquiries handled by support include damaged-in-transit items, missing shipments, part replacements, assembly questions, and product defects reported within the product’s specified warranty period.

From a practical standpoint, the service team is the single point for returns on direct purchases and the conduit for warranty coverage regardless of point of sale (retailer vs. Solo Stove). If you bought from a third-party retailer (Amazon, REI, Cabela’s, etc.), the retailer’s return policy may apply first — customer service will often coordinate warranty verification and replacement parts even for off-site purchases, but you should be prepared to show proof of purchase and the retailer’s invoice.

How to contact Solo Stove and what to prepare

The most reliable entry point is Solo Stove’s official site: https://www.solostove.com. From there, use the Help/Contact section to open a ticket or live chat. Social channels (Instagram and X/Twitter) and the site’s chat widget are commonly used for faster triage; however, formal requests and warranty claims should be submitted via the website’s support form so you receive a case number and email trail.

Before contacting support, gather these items — including exact text and photos — to shorten response time and avoid follow-ups:

• Order number and purchase date (invoice or retailer receipt). If purchased used, state the date you acquired it and any prior history.
• Product model (Ranger, Bonfire, Yukon, Nomad, etc.) and serial number if printed on the unit or packaging.
• High-resolution photos showing the problem (damage, rust, welding defect, or serial/UPC labels) and one photo of the whole unit for context.
• Desired resolution: refund, replacement part (name or SKU), repair, or troubleshooting assistance.
• Shipping address and phone number for parts shipment; note whether the item is under a retailer return window (commonly 14–30 days).

Warranty, returns, parts pricing and timelines

Solo Stove publishes product-specific warranty language on its site; exact terms vary by model and batch, so always check the Warranty/Returns page linked from your product listing. For purchases made directly from Solo Stove, expect a standard return window commonly used in consumer goods — 30 days for unused items — and a warranty claim process for manufacturing defects that typically requires proof of purchase and photos. Retailers’ return windows differ (Amazon often allows 30 days, REI returns are generally 1 year for members), so consult the retailer first for returns.

Replacement parts pricing varies by component and model. Expect common items to fall in these practical ranges as of 2025: simple parts (bolts, small brackets) $5–$20; grates and stands $20–$75; replacement inner rings or larger cast items $50–$150. Parts shipping and handling may be billed separately; typical turnaround from approval to shipment is 3–14 business days depending on inventory and shipping method. For repairs beyond parts replacement, allow 2–6 weeks if the unit must be returned to a repair center.

Troubleshooting common problems before filing a claim

Many user-reported issues are solvable with a short troubleshooting checklist. If you have excessive smoke, verify fuel size and dryness (recommended split, kiln-dried hardwood 1–3″ pieces), check the bottom intake ports for ash blockage, and confirm the inner ring is seated correctly. Improper assembly or obstructed airflow is the most frequent culprit for poor burn behavior.

If you see surface rust, remember Solo Stove units are stainless-steel-based but not stainless in the sense of “no maintenance.” Light surface rust can be removed with a wire brush and re-seasoned by running a hot burn for 20–30 minutes; deep pitting or structural cracks should be documented with photos and submitted to support as a potential warranty issue. For missing hardware or broken legs, use the parts list and model name in your request to speed up identification.

What to expect in a typical support response

After you submit a complete support ticket (photos + order details), initial acknowledgement usually arrives within 24–72 hours. The first reply should include a case number, a troubleshooting checklist or request for missing documentation, and an estimated timeline (repair/part shipment or refund). If the issue qualifies for a replacement part, expect confirmation of part availability and a shipping ETA; if a refund is approved, the refund is generally processed to the original payment method within 5–10 business days after approval.

Escalations to a supervisor or to a returns authorization (RMA) are standard when initial remediation is insufficient. Keep all correspondence and RMA numbers; these will be necessary if you need to follow up, request expedited shipping, or open a dispute with your credit card company (which typically requires documentation within 60–120 days depending on issuer rules).

Escalation paths, consumer protections and best practices

If you don’t receive satisfactory resolution in 7–14 days after approval, escalate internally by replying to the case and asking for a supervisor or a formal RMA. If you purchased via a credit card, banks commonly allow chargeback disputes for undelivered or materially defective goods — timelines for filing vary but typically start within 60–120 days after the charge. As a last resort, small claims court thresholds and processes vary by state; keep your documentation, dates, photos, tracking numbers, and written communications.

Finally, protect future purchases: register your product if Solo Stove offers registration (it may streamline warranty claims), photograph the unit upon unboxing, and store proof of purchase. These simple steps reduce friction and help the customer service team resolve issues in fewer interactions, often within a single 24–72 hour exchange.

Did the CEO of Solo Stove resign?

Solo Brands CEO Chris Metz Steps Down After One Year. The company, home to the Solo Stove, Chubbies, Oru Kayak and ISLE brands, named John Larson interim CEO effective immediately. Former Solo Brands CEO Chris Metz.

What is the phone number for Solo Stove?

For delays on paid expedited orders or any shipping delays well outside the timeline chosen at checkout, please contact us at 817-900-2664 and our Community Support team will be happy to assist.

Is Solo Stove a US company?

Their company, Grapevine, Texas-based Solo Brands, makes the Solo Stove — a backyard fire pit that the Jan brothers describe as a “virtually smokeless” campfire alternative.

Does Costco sell Solo stoves?

Solo Stove Bonfire 2.0 Bundle with Stand Shield & Shelter | Costco.

Where is Solo Stove headquarters?

Our headquarters are in Grapevine, Texas. We also have offices and distribution centers in Austin, Texas, San Diego, California, Salt Lake City, Utah, Elizabethtown, Pennsylvania, and Rotterdam, Netherlands.

Which Solo Stove was discontinued?

The Solo Stove Grill is Discontinued.