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General Questions

General Questions


Can I buy online?
See our Online Sales Policy.

How do I light my pilot?
See step-by-step instructions to light your pilot.

How can I get my hearth products serviced?
If your hearth product is a Heatilator, Heat & Glo, Harman or Quadra-Fire, contact us to set up a servicing. If not, you may want to find a dealer of your stove.

How can I purchase parts or accessories for my appliance?
If your appliance is a Harman or Quadra-Fire, find out which model you have then shop our stove parts online. If you have a Heatilator or Heat & Glo, find out which model you have, the serial number of the stove then contact us to place a parts order.

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. Contact us to find out 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.

Can I install a fireplace, stove or insert myself?
Installation of our hearth products must be done in strict accordance with local or national building codes, and the unit's installation manual. We recommend that our products be installed by our service team of factory-trained professionals.

Want the look of a great fire but don't want the heat? Learn your options.
Too much heat can be an issue even in colder climates. There are several gas fireplace models which allow you to control the heat coming into the room. You have the option of redirecting the heat totally out of your home, or to other parts of your home. Electric fireplaces are also available in a heat or no heat operation mode. See all our Fireplaces, Stoves and Inserts online or contact us for more information.

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! Contact us to add 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 our qualified service technicians perform an appliance check-up at the beginning of each heating season.

 

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