What is the BTU rating of my stove heater/fireplace?
The BTU rating on the majority of our electric fireplaces and stoves is 4,500 BTUs. This means they are capable of heating rooms up to 400 sq. ft.

Can I run my stove heater/fireplace 24 hours a day, 7 days a week?
Our stoves heaters and fireplaces are tested and certified to be safe for normal use. They are not designed to be a main source of heating. The manufacturer recommends they not be used continuously for more than 8 hours at the 750 Watt setting and for no more than 4 hours continuously at the 1500 Watt setting.

Is it normal that my stove heater/fireplace makes noise when it is ON?
No, this could be a problem with the flame effect motor or the heating unit motor. To find out which one it might be: First turn on the flame effect switch by itself. If you hear noise the problem is with the flame effect motor. If there is no noise with the just the flame effect motor running, then the heating unit motor may have a problem. In either case, unplug the unit and call our customer service department for further assistance.

Can I use any kind of extension cord with my stove heater/fireplace?
No, it is recommended that you do not use an extension cord with any of our heating products. However if it is absolutely necessary, use a cord with a minimum capacity of 1,875 Watts. CAUTION: Do not run extension cords under area rugs, carpeting or any other flooring materials/coverings.

Where can I purchase replacement light bulbs?
All of our stove heaters/fireplaces use candleabra base bulbs. They can be purchased at most retail stores.

Can I paint my stove heater /fireplace?
It is not recommended that you paint your stove heater or fireplace. However if you do, please be advised that this will void your warranty.

Can I order a stove heater/fireplace model from your company directly?
No, we do not sell our products directly to the public. All of our products can be purchased through retailers.

If my stove heater/fireplace stops working past its warranty period, where can I have it repaired or purchase replacement parts?
You can contact our customer service department for assistance.

My remote control doesn't work?
Remove the cover and check the contacts and springs inside the battery compartment. Make sure they are making contact with the batteries. To ensure that the remote control is not defective, hold it close to the stove heater/fireplace to test it. If it still does not operate correctly, please contact our customer service department for further assistance.

My stove heater/fireplace worked temporarily for 15 minutes and then stopped. What would cause this to happen?
If you cannot feel any air coming from the front vent area, check the thermostat to be sure it is turned up high enough to activate the heater. If this does not solve the problem, there may be a problem with the fan motor.
Contact our customer service department for further assistance.

If there is air coming from the front vent area and the unit shuts down again, check that it is plugged into its own wall outlet. An standard outlet is designed to support 1,500 Watts. That is the same amount of wattage that your stove heater/fireplace requires. As well, be sure that the outlet that your unit is plugged into is not operated by a switch or a dimmer control. Turning on your stove/heater from a wall switch can send too much power to the unit, causing damage to the product and/or possibly tripping the breaker in your electrical panel.

Be sure the electricity in your home is providing 120 Volts / 15 amp power.

If none of these suggestions solve the problem, and you have no flame optics, no heater and no fan, contact our customer service department for assistance, at 1-800-459-4409.