MagikFlame
Answers to the questions we hear most about ordering, paying for, shipping and receiving a MagikFlame fireplace. Can't find yours? Call us at 877-544-4213 or email sales@magikflame.com.
You can pay by credit card or PayPal at checkout (choose PayPal on the checkout page and follow the steps). If you want to split the payment across two credit cards, call us at 877-544-4213 and tell us how much to put on each card.
No. We take full payment when you order. That reserves a fireplace for you, and if the model is on back-order it ships as soon as it comes into stock.
Current offers are on our Promotions page. If you have a coupon code, enter it in the "Coupon code" box on the checkout page, click Apply, then complete your order.
We collect sales tax in the states where the law requires it. It is calculated from your shipping address at checkout. See our Terms of Sale for details.
Yes, as long as it has not shipped yet. Call us at 877-544-4213 and we will change or cancel it.
Yes. If you are building, remodeling, moving or travelling, we can hold your order. Call us when you are ready and we will ship it.
We email you when your order ships. The order status changes from "Processing" to "Completed" and a note with your tracking number is added to the order. You can also call 877-544-4213 or email sales@magikflame.com with your name and order number.
You can buy the 28" HoloFlame insert on its own (to fit your own fireplace or surround) or as part of a mantel package. The log set and the heater are built into the insert and are not sold separately or left out. We do not sell paint or touch-up kits: take a small trim panel to a paint store to color-match, or use a furniture touch-up kit for small scratches.
No. MagikFlame is a family-owned business in Nashville, Tennessee and we sell direct, not through stores or third-party retailers, which keeps the price down. We cannot share customer addresses, so we cannot point you to a fireplace on display. If you are near Nashville you can see one running at our facility by appointment: call 877-544-4213. Our product pages also have videos of the fireplace running.
If you have a physical showroom where customers can see the fireplace running, you can apply to become an authorized dealer. The minimum first order is 5 units. Call 877-544-4213 and have your sales-and-use (resale) certificate and a photo of your store ready.
In-stock orders usually ship within 1–2 business days. Once shipped, delivery usually takes 5–10 days depending on where you live; we cannot ship overnight or in 2 days because of the size and weight. Back-ordered models ship as soon as stock arrives. Your tracking number shows the expected delivery date.
Shipping is a flat rate within the continental U.S.: $250 for a MagikFlame insert, and $500 for a mantel package or a DragonBlaze insert. Shipping to Alaska, Hawaii or U.S. territories may be possible by special arrangement; contact us before ordering.
Everything ships from Nashville, Tennessee. Inserts ship by FedEx in two boxes (the insert and the log set). Mantel packages ship by a freight (LTL) carrier in three boxes on a pallet (insert, log set and mantel); we email you the carrier's PRO tracking number when it leaves.
Insert (FedEx): no call and no signature. Track the package and try to be home, or ask someone to bring it in. Mantel package (freight): the carrier calls at least 24 hours ahead to book a delivery day with a 4-hour window. They do not call on the day, and you must be there to sign. Check the boxes before you sign and write any damage on the delivery receipt (bill of lading).
No. Mantel packages are delivered curbside: the driver uses a lift gate and pallet jack to bring the pallet to the front of your property, and can often put it in your garage if you ask (not guaranteed on steep or tight driveways). For liability reasons drivers cannot enter your home, and inside or white-glove delivery is not available. The insert box weighs about 48 lbs and has handles; open the mantel box in the garage and carry the panels in one at a time. The driver does not take the boxes away.
No. Delivery drivers are not trained to assemble or install fireplaces and we do not offer installation. Most people assemble it themselves with a screwdriver; a local handyman (for example through Angi) can also do it. See the Insert Installation Guide.
Yes, by appointment, Monday to Friday, from our facility in La Vergne, just outside Nashville, Tennessee. An insert is two boxes; a mantel package is three and the mantel weighs about 150 lbs, so bring a second person and a large enough vehicle. Call 877-544-4213 to book.
Mantel packages: inspect the boxes before you sign, write any damage or holes on the bill of lading, and take photos. If you sign without noting damage, the freight company will not cover it. Inserts (FedEx): take photos of any damage. In both cases, if the product itself (not just the box) is damaged, send us the photos and call 877-544-4213 right away.
Yes. Returns and warranty shipments must go back in the original boxes (and mantel packages on the original pallet), and freight companies cannot supply a pallet. Keep them until you are sure you will not need them.
You can return it under our refund policy (see Terms of Sale). Pack it in the original boxes and ship it back at your cost, the same way it was sent to you. When it arrives we check that it is undamaged, complete and resellable, then refund you under the policy.
Not directly. You can arrange your own freight forwarder (search "freight forwarder" plus your country). We ship to the forwarder's U.S. address and provide the bill of sale and commercial invoice. There is a $150 service charge for preparing the paperwork. You pay import duties, taxes and onward shipping.
Yes. Duties and taxes vary by country and are paid by you. Check with your customs office or your freight forwarder.
No. The fireplace runs on standard U.S. 110–120 volts and comes with two 6 ft grounded U.S. plugs. The heater draws 1,500 watts (about 12.5 amps). We do not support running it on a power converter or with replaced plugs: changing the plugs voids the warranty, so speak to a licensed electrician before buying for use outside the U.S.
