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Frequently Asked Questions


Does it take you a long time to call back?

We are a small family business and not a huge corporation. We have a limited number of people to return phone calls, even though we do have a call center that offers 24/7 tech support, as well as an additional call center for taking calls outside of normal business hours, and also handling our overflow.

We do the best we can to return all calls shortly, but keep in mind we are a very small business, with only a few highly trained professionals, and we always do the best we can to call back ASAP. If you called us, we will call you back. If it’s urgent, call us back and we’re happy to help. Otherwise please be patient with us and we’ll get back to you.

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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