Below is a list of common questions that may help you resolve your issue.
Please use our dealer locator to find an authorized dealer near you.
We only sell product through a dealer network. Please use the dealer locator to find a dealer near you.
The dealer whom you purchased the unit from will handle all warranty related issues.
We highly recommend a certified professional install all of our units. Any issues that arise from improper installation will not be covered under warranty.
Yes, most of our appliances have the ability to be used in a power outage situation. Please refer to the user manual or see a local dealer for more information.
Millivolt fireplaces use the electricity produced by a standing pilot to operate the fireplace. Electronic ignition fireplaces rely on a power source to power the fireplace, this can be house voltage as well as battery voltage.
Our units are designed to be operated by millivolts or low voltage. Most Wi-Fi thermostats use 24volts and are not compatible.
There is a rating plate attached to the valve of your appliance that will have the model and serial number information.
Once you locate your rating plate, the serial number will help identify the age of the unit. The first two digits of the serial number denote the year of manufacture (21, 20, 19...) the next two digits identify the week of that year that the unit was built.
Fireplaces are designed to be installed into a framed opening with specific clearances to combustibles.
Fireboxes are just like Fireplaces in terms of where they can be installed but in addition a burner and a set of logs is required to finish off the unit.
Inserts are designed to be installed directly into an existing wood burning fireplace that meets all standards of construction.