Below is a list of common questions that may help you resolve your issue

Where do I buy?

Please use our dealer locator to find the dealer closest to you.

Do you sell direct?

We sell thru a dealer network, please use the dealer locator to find the dealer nearest you.

How do I receive warranty parts?

The dealer whom you purchased the unit from will handle all warranty related issues.

Can I buy online and install myself?

We highly recommend a certified professional install all of your units, any issues that arise from improper installation will not be covered under warranty.

Does our product work during a power outage?

Yes, most of our appliances have the ability to be used in a power outage situation please see a local dealer for more information.

What is the difference between, Millivolt and electronic ignition fireplaces?

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.

Can I use a Wi-Fi Thermostat with my unit?

Our units are designed to be operated by millivolts or low voltage, most Wi-Fi thermostats use 24volts and are not compatible.

Where can I find my model and serial number?

There is a rating plate attached to the valve of your appliance that will have the model and serial number information.

Can you tell me how old my unit is?

Once you locate your rating plate the serial number will help identify the age, 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.

rating plae

What is the difference between a fireplace, a firebox and an insert?

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 into an existing wood burning fireplace that meets all standards of construction.