My electric firebox does not work properly or doesn't turn on. Can I get it repaired?
We will repair it or send you a new one replacement, depending on the specific problem. For the quickest resolution, please submit a support ticket.
The remote control is missing. Can I get a new one?
Yes, we will send you a replacement. For the quickest resolution, please submit a support ticket.
My fireplace mantel was damaged during shipping. What can I do?
If only one part from your product is damaged, we may be able to ship replacement parts. For the quickest resolution, please take a photo of the cosmetic defects and submit a support ticket.
What should I do if I’m missing a part from my package? Can I get a replacement?
Yes, we will send you a replacement. For the quickest resolution, please submit a support ticket, mentioning the part number and detailed description of what’s missing.
My mantel has a part with cosmetic imperfections or paint defects. What should I do?
We will send you a replacement part. First, please check the assembly instructions and identify the number of the defective part. Next, please take a clear photo of the defective part and submit a support ticket, mentioning the part number and detailed description of what’s missing.