Support Center

Thinking about buying?

We sell direct from our factory—no dealers, no showrooms, no middlemen. That keeps thousands of dollars out of the price of every fireplace and in your pocket.

When you call, you reach a MagikFlame specialist who knows every detail of our fireplaces. Call us, or leave your number below and we'll call you back.

615‑844‑3330 Mon–Fri

Already own a fireplace?

Use the form below for the fastest help. Tell us what's happening and receive clear, step-by-step instructions—often with photos of the exact controls on your fireplace. Most issues are resolved in minutes.

If you need more help, one tap brings in a MagikFlame specialist right away.

Please unplug the unit before continuing.A burning or unusual smell from the heater can indicate an electrical fault. Switch it off at the wall, unplug it, and do not run the heater again until we have looked at this with you. Finish this form and we will call you today.

This one costs money to undo.Your fireplace is already moving on a freight truck. Bringing it back means paying return freight, and the carrier may add a redelivery or reconsignment charge. We will confirm the exact amount with you before arranging anything — nothing is charged without your say-so. Tell us what is going on below and we will find the least expensive way to handle it.

A quick note on returns.For returns where nothing is wrong with the unit, return freight is paid by you and the original shipping cost is not refunded. A restocking fee may also apply. We will confirm every figure with you in writing before anything is arranged. If something is actually wrong with the fireplace, choose the defective option above instead — that path has no fees.

This gets priority handling.Tell us plainly what has happened and what you would like to see done. The more specific you are, the faster we can look into it.

No problem. Describe it in your own words below and we will route it to the right person. If you have an order with us, adding the order number speeds things up.

MagikFlame Support Center

Thinking about buying?

Already own a fireplace?

MagikFlame Support Request