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Frequently Asked Questions


What if it comes damaged?

It’s very unlikely that your fireplace will arrive damaged. We spent five years of design and engineering to produce our insert, and significant engineering has gone into our product packaging as well, in order to ensure that we deliver your fireplace in perfect condition. After all, our job is not complete unless we deliver to you the fireplace in perfect condition. We use high-quality polyurethane foam to encapsulate the insert, as well as a double-wall thick cardboard box with a 450lb burst strength to protect your fireplace extremely well. Polyurethane foam is better than styrofoam because it can retain its shape even after taking an impact and that’s a game-changer. It costs us more, but it’s worth it.

Our packaging is really well-designed and engineered to absorb the stress of shipping as it’s been thoroughly tested and perfected over the years. We also use specialized freight companies to deliver mantle packages that have equipment and manpower capable of handling a large and heavy product like the MagikFlame. We ship our inserts with FedEx instead of UPS because we have found they typically do a better job of delivering products damage-free. However, if you do get a product damaged, and it’s unlikely, simply give us a call and we will stand behind our product, and do what’s required to replace or repair the unit as needed.

Do You Have Additional Questions?

We love talking fireplaces! Call us anytime at 615-844-3330 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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