- Expert advice
Frequently Ask Questions (F.A.Q.)
A: We are selling the MagikFlame’s quicker than we can build them. Since we build by hand in small batches limited quantities are available. If you purchase while we have units in stock (not now) we generally ship in about 24-48 hours after purchase. However if you purchase when the item is out of stock it may take weeks or months to receive your product depending where you are in the order que; first come first served. The mantel style ordered may also affect shipping time due to availability. IE: Churchill and Athena models are new for 2020 and may not be in stock yet. We suggest ordering sooner than later to be guaranteed a unit while they’re available. Currently ALL our products are sold out and we may require 4-6 weeks (or more) to ship your unit depending on availability. Due to the current Covid-19 situation, our supply chain is disrupted, and units are taking longer to build than under normal conditions. Combined with seasonal demand, all orders will be delayed more than the 24/48 window and we ask for your patience during this unprecedented time. At this time we can NOT promise delivery by Christmas. Please keep these factors in mind when making an informed buying decision.
A: We’ve partnered with Bread to offer our customers a quick and easy way to apply for financing. With a Bread loan, you get clear, transparent terms so you can pick payment terms that meet your needs without any prepayment penalties. You’ll get a decision in seconds on our website while you shop. When you’re ready to buy, simply choose the [“Pay Over Time”] option. You’ll then be asked to provide some basic information about yourself. Bread’s technology can determine in seconds whether you pre-qualify and what financing options may be available to you. If you pre-qualify, you’ll be presented with clear, transparent terms, such as the monthly cost for financing your purchase. It’s just that easy!
A: The components we use to make for a very realistic flame requires using a technology completely different than that of other manufacturers, and quite frankly these high-end components cost us considerably more than what others use in their fireplaces to produce fake looking flames. Others use an in-expensive Chinese electric motor and a bank of low-cost lights and a plastic molded log set to create a very artificial flame. These components cost only a few dollars to manufacturer along with their sheet metal assembly and the prices can be marked up 800x or more! On the other hand we use technology that actually costs us more like a full computer inside your fireplace that has a CPU, GPU, Ram, Wi-Fi + Bluetooth + a HD projection display, and a touchscreen like what you have on your $1,000 iPhone. This technology costs us considerably more than a electric motor and we mark up our product far less. You are getting a much better value for your money with a MagikFlame as we mark it up considerably less and build it like a tank to last for years. If you want a quality built American product that looks amazing it may be worth paying a little more for a premium product. After-all installing a gas or wood burning fireplace can cost up to $10,000 or more and will require ongoing annual maintenance. The MagikFlame is less expensive and is also maintenance mostly free which costs far less than other alternatives to own and operate.
A: The MagikFlame is not sold in stores. We distribute solely online though our web site and our Amazon sales channel. We have found in the past store owners have marked up the prices of our products to more than MSRP and we don’t want our customers to pay more. You can always get the best deal when purchasing directly from us without the middle-man. We do understand our product costs a lot of money and you want to see one before you purchase. We have a 30-day money back guarantee. If you don’t like the way our fireplace looks in your home return it to us for a refund. However read our reviews and you will see that most people are very happy with our product. Watch our demonstration video of the fireplace running in 40 different living rooms and judge for yourself what the product looks like operating with sound. Many agree it looks even better in person. Give us a try, you won’t be disappointed. Try it in your homes for 30 days and return if you don’t like it for any reason * If you must see in a store absolutely before buying we understand our fireplace is not for everyone. Considering we are selling them faster than we can build them and we are the only ones with our unique holographic technology we are sure you will love the beautiful visuals of the MagikFlame and ask you to consider taking a chance on the best electric fireplace on the market.
A: The MagikFlame is unlike any other fireplace in terms of realism and quality components. Our fireplace inserts are built in the United States using the best quality components. Our mantels are produced overseas to build at a cost effective price. Mantels require assembly with just a screw-driver and can take 20 minutes or more to assemble; like any other piece of furniture. Delivery is curbside, so please expect to take the fireplace into your home without the assistance of the driver. We recommend opening the boxes and taking pieces into your home individually to manage the weight. We recommend at least two people to assemble the fireplace. Like any other electric fireplace, the viewing angle is important. The MagikFlame is best viewed directly from in front at eye-level. Our Holographic technology looks stunning when viewed from several feet away and preferably in a seated position, directly in front of the fireplace. Please be aware that when viewing the fireplace from very close (within a few feet) and looking down on it you may see some unwanted reflections in the glass, that will NOT be visible when viewed from several feet away. Our unit does not look as good when offset to either side and those considerations should be taken into account before purchasing. Some flames may appear to come from in-front of, and on top of the logs, but some customers have reported the flames coming from the back of the logs, and should be a consideration for full disclosure. Also there may be some shift in the flame location and possibly some unwanted glare on the glass from extreme viewing angles. There is NO reflection when viewing from the desired position and angle. Our HD display does not have true black levels, and a very dark grey may be visible in some flames that have dark colored backgrounds. This is less of a concern with fires that have backgrounds like brick fireplaces. Also be aware that because we ship with 30 flames, we are using short looping videos to offer a wide variety of flame choices. You may notice a slight (fraction of a second) delay during a loop point and/or possibly a small momentary glitch as the flame loop repeats itself. This is generally not an issue for most owners. Our fireplaces can be operated with the built-in touch screen or an iPhone app. There is no version of the Android app currently, but we’re working on it; we do not have an ETA. You will need to use a combination of your phone app or the touch screen to power on your fireplace, in addition to pushing the power button on the remote control, to get holographic flames and sound. You may try the MagikFlame in your home for 30 days. If you’re not completely satisfied, the product can be returned within that period using all the original packaging. Returns will not be accepted for any reason without original packaging. Like any other product being returned from an online purchase, the return shipping fees is the responsibility of the buyer. There is a reconditioning fee associated with a return (to cover our labor and material costs) and shipping is non-refundable. To learn more about our policies click here.
A: Yes we do. Our Churchill is a brand new addition for 2020.
A: Not at this time. Due to the way our holographic technology works it requires height that is typically more than a linear (6-12″) which makes a linear style not feasible with our technology. Furthermore the components we use to create the holographic display operates in a standard 16:9 ratio which does not lend itself to be 6′ or more wide like in a linear. We know linear fireplaces are very modern and in demand. However those types of fireplaces have very fake looking fires. The MagikFlame does not fit this form style but the benefits of the realistic flame technology may warrant a consideration for the traditional style.
A: Yes we do. The first thing would be to measure your opening to determine if our insert will fit. It only comes in one size. It’s 28″ wide by 32″ tall by 12″ deep and has a viewable area of 28″ wide by 22″ tall. Our insert sells for $2850 with free shipping.
A: No. It took us 5 years to develop our current insert. Due to the nature of the holographic technology and engineering that went into designing this product we will not be releasing any other size inserts any time soon. If your opening extends to a height of 31″ behind the front lip our insert may fit. Also if it does fit you may have to trim in around the insert to make it look like a built in. IE: Wood or other material to close in the space between your opening wall and our insert which may have less of a width than your opening so trimming it in would look best.
A: Yes and no. We do ship internationally through the use of a freight forwarder. A freight forwarder is a 3rd party company based in the USA that has a warehouse here as well as in the country you are importing to. We will ship free of charge to a freight forwarder you pick in the States. They will then transport your fireplace from their warehouse to Canada or to UK\Europe or anywhere else in the world you want. You will provide them with a copy of your sales invoice and they will quote and arrange shipping and handle the importation documentation and duties on your behalf. To find a freight forwarder Google the phrase “freight forwarder + [country/providence name]. Provide them the size and weight specifications of the product you wish to import from us and they can quote the service and delivery fees and deliver your fireplace directly to your door.
A: Yes. The heat from our fireplace comes out the bottom of the log set. Therefore it is safe to mount a TV directly above the MagikFlame as no heat is vented from the top. Our mantels are quite solid and stable. A large screen TV can be placed on top using its feet or mounted directly to a wall above your fireplace. Many of our customers mount 60-80″ TV’s above their fireplaces and they look good there.
A: The MagikFlame includes a 4,600 BTU electric heater that is 1500 watts. It’s best suited to warm a room of 400 sq/ft but will warm a room up to 800-1000 sq/ft given enough time on the maximum heat settings. Homes with lower roofs will warm faster than homes with higher roofs or more space to fill. The MagikFlame is best used as a supplementary heat source to your homes primary heating system. You can use the built in heater to warm only the room you’re in with zone heating and this may reduce your electricity bill.
A: Plugs into a standard 120v outlet with a standard US style plug. There are 2x 6′ grounded power cords that will need to plug directly into the wall (no power-strip). You can also hard-wire our insert into your dwelling’s power supply if that better fits your requirements.
A: The HD display needs to be manually powered on when turning on your fireplace with the press of the power button on the remote control or anytime your unit has lost power. Simply hit the power button on the large remote control, wait for 5 seconds until you see the Brand emblem project in the glass and you’ll get your flames + sound. If this doesn’t work call tech support so we can guide you through the initial startup sequence or refer to the first page of your owner’s manual.
A: Your MagikFlame is delivered by a freight company for a mantle and FedEx for an insert. Fireplaces will be delivered curb-side. Inside delivery is not an available. Driver’s are not able to enter your home to deliver inside, and they do not provide installation or assembly services. We recommend having help or labor on-hand the day of deliver. Freight companies will call in advance (usually) to schedule deliveries. Boxes can be opened one at a time and pieces can be taken inside your home individually for assembly. This makes the weight and size very manageable. Do not discard your original boxes in case the product needs to be serviced or returned.
Do You Have Additional Questions?
We love talking fireplaces! Call us anytime at 800-558-8098 or chat with us on the web site. We can also be emailed at [email protected] Usually phone calls and chat widget requests get the quickest replies.