SUPPORT

Our electric fireplaces use a 5000 BTU 1500-watt heater as the source of heat for the fireplace, with a fan blower to expel the heat into the room through the vent. Our fireplace has enough power to warm a small area or section of a larger room, however it will not heat your entire house.

Electric fireplaces are basically space heaters; it is alright to leave them on overnight if the space where it is located needs supplemental heat. For safety concerns, it would not be advisable to leave them on when you leave the home or building where it is located.

We have 3-months warranty coverage for shipping damage, so please provide images of the damaged product and then we will replace the glass or unit sent to you.

We have 6-months warranty coverage for missing parts. Please provide us PO# and date of purchase and which parts missing. When we confirm the information, we will send the missing parts to you.

We have 1-year warranty coverage for functionality problems. Please provide images of the damaged product and please provide us PO# and date of purchase, and then our customer service representatives will assist you. If the product remains a failure, a replacement product can be provided upon customer service representative’s confirmation. Replacement units under the Limited Warranty Policy are subject to a single claim per PO.

It may be caused by a broken LED light, loose wiring, or a defective lower light harness. We have 1-year warranty coverage for functionality problems. Please provide images or video of the damaged product and please provide us PO# and date of purchase, and then our customer service representatives will assist you. If the product remains a failure, a replacement product can be provided upon customer service representative’s confirmation. Replacement units under the Limited Warranty Policy are subject to a single claim per PO.

Small glowing sections of the element are considered normal. If larger glowing sections are causing the heater to trip the thermal cut-out there can be a defective heater assembly. In this case, unplug the unit, discontinue use, and replace the heater assembly. We have 1-year warranty coverage for functionality problems. Please provide images of the damaged product and please provide us PO# and date of purchase, and then our customer service representatives will assist you. If the product remains a failure, a replacement product can be provided upon customer service representative's confirmation.  Replacement units under the Limited Warranty Policy are subject to a single claim per PO.