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Frequently Asked Questions


If it breaks, do I pay to send it back?

No. Our fireplace does not require a professional to work on it. Speak to us over the phone and our tech support team will determine the problem with your fireplace. Most likely the issue can be solved with tech support right on the phone.

If we deem a part to be defective, we will ship you a replacement part. Our expert tech Support team will guide you or your handyman through installation of the part. The only tool required is a screwdriver, and out fireplaces are very easy to work on.

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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