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Frequently Asked Questions


Do I send it back for repair?

Maybe. Most of the time sending the fireplace back is not required. Many times we can solve the problem right over the phone with technical support. If it’s a minor problem, we can even send you a replacement part, and tech support will guide you through installing it. Our fireplaces do not require professionals to work on them.

If your fireplace is deemed defective, simply box it up in the original boxes, and we will send you a return label to send the product back to us free of charge. We will then quickly repair or replace your fireplace, and send it back out to you in a timely and efficient manner.

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.

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Vector 15

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