Faq Help Center
How can we help you?
Warranty Program
Burnocamp designs and manufactures portable outdoor cooking gear. We choose high-quality materials, build to exacting manufacturing standards, and test products rigorously. We proudly stand behind our gear: all Burnocamp products carry a 1-year warranty against defects in workmanship and materials to the original owner for the intended life of the product under normal use, with proof of purchase from an authorized Burnocamp reseller.
This warranty does not include damage due to improper use or care, accident, or negligence. This warranty also excludes normal wear and tear and material breakdown due to age, use, or environmental conditions.
Burnocamp’s liability for warranty claims will be limited to repair, replacement, or credit. Our warranty does not cover damage to items stored in, or used in conjunction with our products.
We provide a One-year warranty on all products! (accessories not included)
Please send an email to our customer service team (support@burnocamp.com). Include details of the issue, and attach images showing the product. A customer service representative will contact you as soon as possible. We will respond to requests in the order we receive them.
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Orders & Shipping
Yes, we ship all over the world. Shipping costs will apply and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.
Delivery times can vary depending on the shipping method selected at checkout and the destination of your package. For detailed shipping times, please refer to our Shipping Policy page. Also, please be aware that weather, shipping holidays, peak shipping seasons, and incorrect billing information can delay the shipment of your order.
While you’re not able to modify the billing address, if the shipping address and payment information on your order are correct, your order should arrive without issue.
If you have a Burnocamp Online Account: For future orders, please confirm the billing address attached to your Burnocamp Online Account is correct. Delete any incorrect or old addresses. Sign into your account, then manage your addresses.
If your order status is still “placed,” please contact our team to make changes. We are unable to modify orders after they’ve been shipped.
If you ordered the wrong item, please contact our team to change it.
We strive to ship orders within 48 hours after they’re placed.
Additional Information:
- View our Shipping Timeline for additional shipping info and estimated arrival date.
- If there’s an issue with your order, we’ll send you an email requesting additional information.
- If it’s been 48 hours since you placed your order and you have not received shipping confirmation, or if you placed your order with Faster shipping, you may contact our support team for further assistance. Please note: international orders, oversize items, and items with limited inventory may have a longer processing time.
- Please confirm your package was not left in an inconspicuous spot or with a household member.
- Sometimes orders may show as delivered by the carrier up to 48 hours before they’re actually delivered. There’s a high likelihood it’ll arrive in the next day or two. If you have questions about this, we recommend reaching out to the carrier directly as they’ll have the most up-to-date information.
- The carrier’s tracking page may also contain more information about where specifically they left the package.
- If the package is missing for more than 48 hours after the status was updated to “delivered,” and you can’t find it around your home, please contact our team.
We’re sorry there’s an issue with your order. Please contact our team and we will help you deal with it.
We will be happy to send out a replacement item. Please contact our team.
Unfortunately, we’re unable to make changes to orders after they’ve been placed.
- If you’re unsure of the address you entered, check the shipping address and order status on the Order Status page.
- To update your default shipping address for future orders, please visit your account’s Address Book.
- Need to return? Please contact our team.
- If you believe your order was delivered to the wrong address due to a carrier error, please contact the carrier first.
Product FAQs
It depends on the product. All available options are outlined on the product page, so look out for customization options there. Also you can contact us via: Support@burnocamp.com for further discussion.
Yes, we stock common replacement parts such as burner heads, ignition components, and carrying cases for most models. Contact our support team with your order number and the part you need.
It depends on the model. Please check the product page and the user manual for the specific fuel type recommended for your stove. Using the wrong fuel may damage the product and void the warranty.
Our wood burning stoves are designed for outdoor use only. Never use a wood burning or gas stove inside a fully enclosed tent due to the risk of carbon monoxide buildup. Always ensure proper ventilation if using any stove near a tent opening.
Checkout & Payment Issue
Purchase using your credit card before paying back a portion of your monthly balance or borrowed amount.
If the transaction fails, please contact your bank to find out why. Alternatively, you can check out using PayPal.
Using a credit card, you can enjoy benefits such as payment protection, increased credit rating, buy now pay later options, rewards, and interest-free loan options.
PayPal allows you to make quick and secure payments online.
You can pay with your credit card, debit card, or bank account balance via PayPal.
Once your order is submitted, you will be redirected to the PayPal site to make a payment.
With a PayPal account, you can track the status of your payments. Burnocamp.com does not receive credit card numbers or bank information, which reduces the risk of unauthorized use.
We may be required to charge applicable state and local sales tax on orders shipped if required to do so under state and/or local tax laws.
Some taxing authorities also require the taxable amount to include any shipping and handling charges, while others charge sales tax only on merchandise. We are required to follow the rules of each state.
To apply a promo or coupon code during checkout, follow these instructions:
- Type your coupon code into the box on the right side of the page under “Order total”
- Click “Apply”
- You will see the coupon has been successfully applied
- Enter your payment option on the left side of the page under “Billing address”
- To place your order, click “Submit your order”
- If you are having trouble applying your code, try our recommended steps here.
- Code not entered exactly as it appears; codes are case sensitive
- Requirements aren’t met for the special offer (e.g., minimum order value, minimum item quantity)
- Other exclusions that apply (e.g., category exclusions)
- Expired coupons
If you continue to have trouble applying a promo or coupon code, contact us via chat or email for assistance.
Account & Login
A Burnocamp Online Account is a password-protected account set up by Burnocamp.com shoppers (members and non-members) that stores personal information including the member’s membership number. Your Burnocamp Online Account makes shopping on Burnocamp.com faster and easier because you have less information to fill out each time you make a purchase. Creating a Burnocamp Online Account is optional and can be used by both members and non-members.
Creating a profile on Burnocamp is the first step for a customer to manage your orders.
- Go to the Burnocamp homepage
- Click Sign Up in the upper right hand corner, left of the search bar
- You can continue by filling out an email address and password.
- Your email address
- Your desired password
- Click Create Account
- Once you have successfully signed up, we’ll send a confirmation email to the email address you provided.
