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Return Policy
- All defective returns handled on a repair/replacement basis only.
- Returns: 30 days.
- All non-defective returns subject to a 20% restocking fee.
- Customer is responsible for Return Shipment Charges.
- No shipping charges can be refunded.
- All returns must have Return Merchandise Authorization number.
- Please Contact our customer service department for more informaiton.
- We are not responsible for typographic errors
When will my order arrive?
You may check the status of your order by calling our toll free number (800-878-8064)
8-5 Mon. - Fri. Eastern Time.
Venting Questions
What is the difference between direct vent, b vent, totally vented and
ventless?
A wood-burning fireplace is totally vented. For a complete explanation of
these terms see our Venting page .
Can I put a cabinet around direct vent, ventless or b-vent?
Cabinets are boxes that extend about 18" from the wall. Mantels are wood
frames that only extend about 4" - 6" from the wall.
* B-vent cannot have a cabinet. A b-vent fireplaces must be installed in the
wall, allowing all the piping to be hidden. You may then use a mantel.
* Direct vents can have a cabinet if you vent piping out the back.
* Vent-free can have a cabinet.
Can I use vented gas logs in a stove? ...In a fireplace? ...In a coal
burning fireplace?
Vented gas logs can only be used in a wood-burning fireplace. A coal-burning
fireplace is too shallow. Vented gas logs are not recommended for a stove due
to safety concerns.
I am remodeling my basement. Should I go with direct vent or vent-free?
Direct vent will give you great looks and a good amount of heat with little
moisture. Vent-free will give you lots of heat and good looks but the number
one complaint about vent-free is it works too well, or puts off too much heat.
If the vent-free is sized correctly to the room, you will not have a problem
with heat or moisture.
What is a chase?
A wooden structure built around the vent pipe to protect it from the weather
and to keep the flue gases venting properly.
How energy efficient is direct vent compared to b-vent?
A b-vent fireplace is the least efficient venting option and can be vented
horizontally or vertically. Direct venting is the most efficient; some are even
“heater rated” and can be vented horizontally, vertically or both.
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Remote Controls
What does remote ready mean? Does it come with a remote?
Remote ready means that via the remote (wired or wireless) you can turn the
unit on and off which requires a millivolt valve that creates millionths of
volts of electricity to control the valve. Remote ready units do not come with
a remote because there are up to 20 different kinds of remotes.
Can I use my wired wall switch or thermostat with variable high-lo logs
or fireplace?
No. You have to use the remote that is designed for the high-lo variable logs
or fireplaces.
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What is a high-lo valve?
Via the remote, you will be able to raise and lower the height of the flame.
The remotes are adjustable as either on off or thermostatically controlled.
Should I buy a remote ready vented logs set?
No. Because you would have to always leave the damper completely open which
means you’d lose $.60 of every heating dollar you put into the house. Therefore,
when you want to turn it on, you have to open the damper. So most people just
turn it on when they are opening the damper and find the remote unnecessary.
Should I buy a remote ready with vent-free gas logs?
Yes. We suggest that you get a thermostatically controlled remote so that
you can keep the room at a comfortable temperature and so you can turn the unit
on and off. The longest lasting valve and remote are the units that vary the
height of the flame.
Conversion Questions
Can I convert my vent-free natural gas product to another fuel?
No. By national code, you cannot convert any vent-free product.
Can I convert my vented propane gas logs to natural, or vice versa?
Yes. You can convert natural to propane and propane to natural, but in most
cases, you need to buy a new valve. Your manufacturer can provide conversion
instructions.
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Piping, Dampers & Flue Questions
How much can I close my damper with vented gas logs when in use?
You cannot close your damper at all with vented gas logs while they are burning.
How can I seal my damper with vent-free gas logs?
We would recommend that you close the damper as tight as you can and get a
Lock-Top damper that seals at the top of the chimney.
With a direct vent insert, do I need to reline the chimney?
No, you do not have to reline to wood burning specifications, but you must
use the piping that is recommended by the manufacturer, which fits into the
existing chimney.
What are the different kinds of burner pans for vent-free gas logs?
There is sheet metal, black pipe and stainless steel. The advantage of the
sheet metal is that it is less expensive. Black pipe is heavier than sheet metal
and costs a little more. The disadvantage of both is that they can rust through
because they have very little rust protection. Stainless steel costs more, but
will not corrode or burn through and it will last a lifetime.
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How high above the roof should a chimney extend?
The minimum clearance for wood or b-vent is 3 feet above anything within 10
feet. For direct vent it is 18 inches above anything within 10 feet.
With direct vent or wood burning, what kind of piping do I use?
You must use manufacturer-approved piping.
Can different piping be used if I can’t find the original manufacturer’s?
No. If you use some else’s piping and it creates a problem in your house;
i.e., a fire or smoke damage, no insurance company will cover you. You will
also void the warranty and inspectors will not approve it.
If brick is cracked can I burn wood?
If the crack is bigger than the tip of a graphite pencil, we do not recommend
that you burn wood.
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Terms
What is the difference between an insert and gas logs?
An insert is usually a large metal box that fits into the opening of a wood-burning
fireplace to increase its efficiency and enhance its look. Gas log sets are
made to be hooked up to a gas line to simulate the look of wood logs.
What is an insert?
Inserts are designed to enhance the operation and appearance of an existing
wood burning fireplace, whether masonry or factory-built. Categorized primarily
by the fuel burned for operation (natural gas, propane, EPA certified wood,
pellet and coal), a fireplace insert is installed into an existing wood burning
fireplace. Fireplace inserts are made from cast iron or steel and have self-cleaning
glass doors that allow the dancing flames of the fire to be viewed while the
insulated doors remain closed, making the fire more efficient. Many manufacturers
also augment the operation of fireplace inserts by offering state-of-the-art
features such as fans and thermostatic controls (depending on the fuel).
What is the difference between an insert and a fireplace?
An insert is designed to be placed into an existing masonry or factory built
fireplace.
A fireplace is either masonry (not zero clearance) or factory built (zero
clearance) unit built for burning wood or gas.
What is zero clearance?
A zero clearance fireplace is a factory-built fireplace that is constructed
so that it can be placed, safely, close to combustible material.
What is the difference between natural and propane gas?
Natural gas is a lighter gas and it takes twice as much of it to get the same
BTU rating as propane gas. Liquid propane gas contains 2,500 BTU's per cubic
foot, natural gas contains 1000 BTU's per cubic foot. In addition, natural gas
comes into your home through a pipeline from a local supplier. Propane is stored
in a tank.
What are the two kinds of gas logs?
The two kinds of logs are vented and vent-free. Within these two types, there
are three kinds of materials used to create the logs: molded refractory cement,
extruded ceramic clay and molded ceramic fibers. In addition to the logs, each
log set generally includes a grate and a burner system.
Cement logs are best on vented units. Extruded logs are cheaper but look like
spaghetti. Molded ceramic are more realistic and are best for vent-free.
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