Frequently Asked Questions
How do I open a new wholesale account with Copperfield?
Call us at (570) 362-7464 or email us at newcustomerrelations@copperfield.com and a customer partner will assist you. Hours of operation are 8:30am to 5pm EST Monday - Friday We look forward to the opportunity to be your partner in the business! Please note that we only sell to businesses.
Why can't I log in to my Copperfield account?
If you are having trouble logging into your Copperfield account on Copperfield.com, please try the following:
- Clear your cache and cookies on your browser
- Double-check that your CAPS LOCK isn't on; also remember that passwords are case-sensitive
- Reset your password
If none of these tips help, please contact our web support team at 800-247-3305 or customerservice@copperfield.com.
How can I obtain a Copperfield credit account?
Simply call our toll-free number at (800) 247-3305 and request to speak with our Customer Credit department. Customer Credit will provide you with a credit application that must be completed and returned to process your request. The total processing time is approximately 24 hours once your application is received. Please note, a tax ID number is required to set up an account with Copperfield.
Does Copperfield provide technical support?
Absolutely! Our expert technical advisors are available to assist customers with all chimney and hearth related questions from 8:30am – 5:00pm EST Monday through Friday. You can reach the tech team directly by calling (800) 256-1926 or emailing tech@copperfield.com.
Where can I find more info and register my HomeSaver warranty?
You can find additional information and register your warranty on your HomeSaver products at this link.
Who do I contact with website inquiries?
For general web support and inquiries, please call 800-247-3305 or email customerservice@copperfield.com. The hours of operation are 8:30am to 5pm EST Monday - Friday
Are your chimney liners UL listed for use after a chimney fire?
Yes! Our chimney liners are rigorously tested for strength and durability, including testing imitating the worst chimney fire possible by use of an incinerator. When the liner was not affected by this high heat attack, it then received its UL 1777 Listing. This chimney liner was manufactured to handle and perform after a chimney fire.
Am I able to order custom product?
We know you need specific products made at specific sizes. In our Custom Shop, we have produced thousands of unique products made from stainless steel and copper, including chase covers and multi-flue caps. Our Custom Shop can handle virtually any job request, regardless of the complexity.
How do I find my local rep?
You can find your local representative by contacting our customer partner team:
1. Call 800-247-3305 or 800-569-1425
(Mar-Jul) 8am to 6pm EST Monday - Friday
(Aug-Feb) 8am to 7pm EST Monday - Friday
2. Email: customerservicereps@copperfield.com
3. Fax Customer Service: 800-272-5156 or 866-237-0593
Where can I find the price files?
We include our most recent price lists on the Copperfield website (https://www.copperfield.com/). Click on Resources -> Media Center. You will find hearth appliance/gas log price guides, accessory price guides, and reference guides in the media center as well.
How can I find tracking information?
Tracking is available once you are logged into account on the website.
You can also reach out to a customer partner to get tracking information:
1. Call 800-247-3305 or 800-569-1425
(Mar-Jul) 8am to 6pm EST Monday - Friday
(Aug-Feb) 8am to 7pm EST Monday - Friday
2. Email: customerservice@copperfield.com
3. Fax Customer Service: 800-272-5156 or 866-237-0593
Where can I find product brochures?
You can find some of our product brochures on our website (https://www.copperfield.com/) or on the Copperfield partnership site (https://copperfield.op1.com/) by clicking Categories/Print Materials. Click here for partnership login directions.
You can also go to the specific product page and click the Media tab to see if a there is a downloadable PDF file.
Lastly, digital product information and manuals will be available via QR codes in the new ProBook as well as product pages via tabs.
How do I contact a Supervisor or Manager?
To contact a supervisor or manager, please call 800-247-3305 or 800-569-1425 and notify the answering representative.
(Mar-Jul) 8am to 6pm EST Monday - Friday
(Aug-Feb) 8am to 7pm EST Monday - Friday
You can also email customerservice@copperfield.com
How can I order Literature or Apparel as a Loyalty Member?
In order to use your allowances to order Literature or Apparel, you will want to log into your OP1 website with your provided log-in information, and then place your order using your points.
How can I order Literature or Apparel if I am NOT a Loyalty Member?
You can go to our Copperfield Partnership Site and order whatever you wish without needing to log in.
Who can I contact to update contact information or passwords on my Copperfield Partnership account?
You can contact gstayer@copperfield.com for assistance with changing/updating your contact information or password.
Where can I find product manuals or install instructions?
You can find manuals and install instructions on our website (https://www.copperfield.com/) or on the Copperfield partnership site (https://copperfield.op1.com/) by clicking Categories/Print Materials.
You can also go to the specific product page and click the Media tab to see if a there is a downloadable PDF file.
How do I use my CO-OP Rebate?
To use your Co-op rebate, fill out and submit this Co-op Claim Form along with any marketing invoices to either loyalty@copperfield.com or advertising@copperfield.com.
How do I use my Loyalty Rebate?
Customer year-end rebates are automatically added to your account. If you would like to apply the credit to your current balance, please contact a customer partner. If placing an order through email or through the website, please make sure to state, “apply loyalty credit/balance.”
How can I become a Loyalty Member?
Please contact your sales representative to see if you qualify to become a Loyalty Member. If you are eligible, they will assist you with the setup process.
What Logos are allowed to be used in CO-OP advertising? Where can I find them?
Customers are permitted to use the logos of any of the brands Copperfield sells/owns. If you are looking for a specific brand logo, please reach out to glovell@copperfield.com.
I never received an order confirmation. How can I be sure my order was received?
If you’ve never received your order confirmation, please check your spam folder. If it is not in there, you can reach out to a customer partner:
1. Call 800-247-3305 or 800-569-1425
(Mar-Jul) 8am to 6pm EST Monday - Friday
(Aug-Feb) 8am to 7pm EST Monday - Friday
2. Email customerservice@copperfield.com
Who do I need to talk to about this invoice?
If you have questions or concerns about your invoice, please reach out to accounting:
1. Call 800-757-7361
8:30am to 5pm EST Monday - Friday
2. Email ar@copperfield.com
What is the return policy & who do I contact to return this incorrect part?
Our return policy can be found here.
If you want to return an incorrect part, please reach out to customer service:
1. Call 800-247-3305 or 800-569-1425
(Mar-Jul) 8am to 6pm EST Monday - Friday
(Aug-Feb) 8am to 7pm EST Monday - Friday
2. Email customerservice@copperfield.com
Where can I locate the product warranty information, and can I submit it online?
You can find warranty information in the Pro Book or in the Media section of individual parts. To register your OCV manufactured warranty, you can fill out this fast and convenient form at https://olympiachimney.com/.
How do I file a warranty claim?
You can file a claim by calling our Customer Partner team at 800-247-3305.
How do I sign up for Marketing and Academy emails? And can I add multiple emails?
You can sign up multiple email addresses to receive Marketing and Academy emails by reaching out to a customer partner:
1. Call 800-247-3305 or 800-569-1425
(Mar-Jul) 8am to 6pm EST Monday - Friday
(Aug-Feb) 8am to 7pm EST Monday - Friday
2. Email customerservicereps@copperfield.com
How or can I create a login for my technicians and staff to utilize the calculators and download literature but not have permission to order products or access the accounting features?
Although this feature is not currently available on our site, we are working on ways to enhance the user experience in the near future.
How do I change my shipping and/or mailing address?
To change your shipping or mailing address, contact a customer partner:
1. Call 800-247-3305 or 800-569-1425
(Mar-Jul) 8am to 6pm EST Monday - Friday
(Aug-Feb) 8am to 7pm EST Monday - Friday
2. Email customerservicereps@copperfield.com
Where can I locate the MSDS (material safety data sheet)
Material Safety Data Sheets can be found on most individual product pages in the Media tab.