General Questions

Where can I purchase parts or accessories for my fireplace/stove/insert?

You can call our service department at 1-800-660-8845 – we sell a wide array of accessories from fan, remotes, and decorative fronts and surrounds. Please have your model and serial number ready when you call.


How can I find the model and serial numbers?

Each fireplace has a rating plate either inside the operating door or in the lower controls cavity. On that rating plate is your model number and serial number.

Gas burning fireplaces and inserts have a serial/model/rating plate in the lower cavity controls area Gas stoves have a serial/model/rating plate attached to the back of the stove or inside the pedestal base.

Wood burning fireplaces have a metal serial/model plate in the upper left side or right side of the firebox, or riveted on the smoke shield behind the screen.

Pellet burning stoves or inserts the model number will be located either in the hopper or on one of the side panels.

Electric fireplaces have a rating plate either inside the operating door or in the lower controls cavity.


What does the term zero clearance mean?

Zero clearance has two meanings. The first is whether or not the fireplace can be placed on a floor without footings. All of our fireplaces are classified as zero clearance, meaning they do not need special footings. The second meaning of zero clearance is if you are able to finish up to the face of the fireplace, so that no metal shows after installation is complete. There are several models on our website that are capable of this clean-faced, zero clearance finish. Check with your local dealer on which models are suitable for this type of installation.


What is a flue?

A flue is another name for the fireplace chimney or venting system. The flue can be vented through the roof with a flashing or in a pre-constructed chase. Direct vent flues can be vented horizontal out the side wall of your house.


Should I have any type of inspection done to my fireplace, stove or insert?

Yes. We recommend annual service of your fireplace by a qualified serviceperson. This will ensure that your appliance is functioning properly.


If I want to convert my wood-burning fireplace to gas, is a set of gas logs or a gas insert going to be my best option?

Your decision really comes down to how much a priority heating efficiency is for you. If you want a lot of heat from your fireplace, you should consider a direct vent gas insert. From a cost standpoint, an insert will cost approximately five times the cost of a nice gas log set. However, since the insert is very efficient, it will pay for itself over a period of a few years in gas bill savings. We offer both a full line of inserts and vented gas logs to choose from. Installing room-vented or vent free log sets in our wood-burning fireplaces is unacceptable. Doing so will void your warranty on the fireplace and possibly your homeowners insurance.


My fan kit is too noisy. What can I do?

Our fan kits come with a rheostat control (like a light dimmer). You can turn the control down to reduce the air noise from your fan. The fan control can be found in the control area behind the lower louver of the fireplace. We also provide optional remote controls which can control your fan speed and flame height from your favorite chair! Your dealer can help you with adding a remote control.


How often do I have to clean the gas fireplace and vent?

Although the frequency of your fireplace servicing and maintenance will depend on use and the type of installation, you should have a qualified service technician perform an appliance check-up at the beginning of each heating season.


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