ONLINE ORDER SECURITY

Q: IS THE ONLINE CART SYSTEM SECURE TO PLACE AN ORDER THROUGH?
A: YES, ORDERS PLACED THROUGH THE WEB PAGE CART SYSTEM ARE SAFE AND SECURE.
CLICK HERE TO READ OUR PRIVACY / SECURITY POLICY.

CONTACT INFO

Q: HOW DO I ORDER?
A: CALL 1-800-555-0564 / 1-800-965-3850 OR ORDER ONLINE

Q: WHERE ARE YOU LOCATED?
A: CORPORATE OFFICE - PORTLAND, OR

Q: WHEN IS THE BEST TIME TO CALL?
A: AM WEST COAST TIME, 1-800-555-0564 6AM - / 1-800-965-3850 9AM-

Q: DO YOU HAVE A SERVICE / PARTS DEPARTMENT?
A: YES, EMAIL US. OR CALL GARRETT: 1-800-965-3850 / 1-503-289-3850.

SHIPPING QUESTIONS

Q: WHAT IS THE DELIVERY TIME FOR IN STOCK ITEMS?
A:  4 - 7 DAYS BY GROUND CARRIER.

Q: DO YOU SHIP TO CANADA?
A: YES. WE SHIP CURRENT FLAME AND BURLEY PRODUCTS TO CANADA.

Q: DO YOU DELIVER ON WEEKENDS?
A: NORMAL DELIVERY IS WEEKDAYS. YOU CAN REQUEST A QUOTE FOR A WEEKEND DELIVERY BUT IT IS MORE EXPENSIVE.

Q: WILL THE SHIPPER CALL ME TO ARRANGE DELIVERY?
A: YES, THEY WILL CALL YOU ON MOST DELIVERIES TO SCHEDULE A DELIVERY TIME SO THAT YOU CAN INSPECT AND SIGN FOR THE BOX(ES). IF THE PACKAGE(S) ARE DAMAGED BE SURE TO NOTE DAMAGED ON THE RECEIPT AND DECLINE THE SHIPMENT. FOR MORE DETAILS CLICK HERE.

Q: WILL THE CARRIER DELIVER THE SHIPMENT INSIDE?
A: NO. DELIVERY IS CURB-SIDE ONLY. INSIDE OR WHITE GLOVE DELIVERY SERVICE CAN BE ARRANGED FOR AN ADDITIONAL CHARGE. CALL 1-800-965-3850 OR 1-800-555-0564.

Q: WHAT DO IF THE PRODUCT HAS CONCEALED DAMAGE?
A: CONTACT GARRETT WITHIN 24 HOURS AT 1-800-965-3850 OR 503-289-3850.

Q: WILL I NEED HELP WHEN THE PRODUCTS ARE DELIVERED?
A: YOU MAY NEED HELP.  SURROUNDS WEIGH OVER 100 LBS, FIREPLACES 60 LBS PLUS &
ELECTRIC STOVES 50 TO 75 LBS.

Q: ARE THERE ANY FREIGHT CHARGES?
A: SHIPPING IS FREE IN THE CONTINENTAL USA FOR ALL CURB SIDE DELIVERIES. A SHIPPING CHARGE MAY APPLY TO ORDERS BEING SHIPPED TO CANADA. THERE WILL BE AN ADDITIONAL CHARGE FOR INSIDE DELIVERY OR WHITE GLOVE SERVICE. CALL 1-800-965-3850 OR 1-800-555-0564 FOR DETAILS.

PRODUCT INFO

Q: WHERE DO I FIND PRODUCT INFORMATION?
A: CLICK HERE TO VIEW THE PRODUCT PAGE.

Q: DO YOU HAVE SPEC SHEETS FOR PRODUCTS?
A: YES, SPEC SHEETS ARE PROVIDED ON EACH PAGE FOR PRODUCTS THAT REQUIRE SPEC SHEETS.

Q: DO YOU RECOMMEND A SURGE PROTECTOR FOR THE 110V PLUG IN UNITS?
A: YES. IT WILL HELP PROTECT YOUR UNIT FROM ELECTRICAL SURGES AND SPIKES ESPECIALLY WHEN THE HEATER IS ON.

Q: WHERE DO I FIND THE PRICES?
A: ON EACH INDIVIDUAL PRODUCT PAGE OR CALL 1-800-555-0564 OR 1-800-965-3850.

Q: DO YOU HAVE THE PRODUCTS IN STOCK?
A. YES. WE USUALLY HAVE ALL PRODUCTS IN STOCK.

Q: DO YOU HAVE A CATALOG OF ALL PRODUCTS?
A: NO. YOU CAN PRINT OUT OUR WEB PAGES.

Q: HOW EFFICIENT ARE ELECTRIC FIREPLACES?
A: 100% EFFICIENT.  ALL ENERGY IS CONVERTED TO HEAT.
    
Q: DO THE ELECTRIC FIREPLACES HAVE HEATERS?
A: YES. THE ELECTRIC FIREPLACES AND STOVES HAVE HEATERS.

Q: DO THE OUTDOOR ELECTRIC FIREPLACES HAVE HEATERS?
A: NO. THE OUTDOOR ELECTRIC FIREPLACES OPERATE WITH FLAME ONLY.

Q: ARE ALL THE PRODUCTS PORTABLE?
A: NO. ONLY THE PLUG IN VERSIONS ARE PORTABLE.

Q: DO YOU HAVE 220V BUILDER MODELS?
A: YES. CLICK HERE.

Q: CAN THE FLAME, BRIGHTNESS, AND HEAT BE ADJUSTED?
A: MOST OF THE UNITS HAVE CONTROLS ON THE ELECTRIC FIREPLACE OR ON THE REMOTE.
PRODUCT DETAILS CAN BE FOUND ON EACH INDIVIDUAL PRODUCT PAGE.

Q: DO I NEED SPECIAL WIRING TO INSTALL THE UNIT.
A: NO. 115V -  JUST PLUG-IT-IN TO A STANDARD OUTLET.
A: YES. 240V - ELECTRICIAN INSTALLATION RECOMMENDED

Q: HOW MUCH HEAT DO THEY PUT OUT?
A: 750 BTUs TO 10,000 BTUs OF TOTAL HEAT.

Q: CAN I OPERATE THE UNIT WITHOUT HEAT?
A: YES. THE HEATER/FAN IS ON A SEPARATE CONTROL.

Q: WHAT DOES IT COST PER HR WITHOUT HEAT (Flame Only)?
A: COST VARIES BETWEEN $.04 - $.08/ HOUR (Varies In Each State)

Q: WHAT DOES IT COST PER HOUR WITH HEAT AND FLAME?
A: COST = VARIES BETWEEN $.08 - $.15 /HR.(Varies In Each State)

Q: HOW LONG IS THE WARRANTY?
A: 1 TO 10 YEARS FROM PURCHASE FROM THE MANUFACTURE

Q: CAN I OPERATE THE UNIT WITH A REMOTE?
A: YES. ON/OFF OR MULTIFUNCTION REMOTES ARE AVAILABLE WITH ALL ELECTRIC FIREPLACES AND STOVES.

Q: HOW LONG DOES IT TAKE TO INSTALL AN ELECTRIC FIREPLACE?
A: NORMALLY, LESS THAN ONE HOUR.

Q: WHAT COMES WITH THE FREE-STANDING UNITS?
A: THE FIREPLACE, TRIM KIT AND SURROUND/MANTEL.

Q: CAN I INSTALL IT MYSELF?
A: YES. THE FIREPLACE, TRIM KIT AND MANTEL ARE D.I.Y. PRODUCTS.

Q: CAN I INSTALL THE INSERT INTO AN EXISTING WOOD-BURNING, GAS, OR PELLET FIREPLACE?
A: YES. THE OPENING DIMENSIONS ARE REQUIRED TO SELECT AN INSERT.

Q: ARE THE SURROUND/MANTELS FREE-STANDING?
A: YES. WALL AND CORNER UNITS.

Q: CAN I USE MY EXISTING SURROUND/MANTEL?
A: YES. YOU NEED ONLY THE ELECTRIC FIREPLACE INSERT AND A TRIM KIT.

Q: CAN I INSTALL THE INSERT IN AN ENTERTAINMENT CENTER?
A: YES. YOU CAN INSTALL THE FIREPLACE ANYWHERE.

Q: DO YOU SELL PRODUCTS OTHER THAN ELECTRIC FIREPLACES?
A: YES. WE SELL ELECTRIC BBQS AND SMOKERS AND ELECTRIC BIKES AND SCOOTERS.

RETURNS / REFUNDS

Q: DO YOU HAVE A RETURN CANCELLATION AND REFUND POLICY?
A: YES. CLICK HERE TO READ RETURN POLICY.

Q: WHAT IS YOUR DAMAGED PRODUCT REPLACEMENT POLICY?
A. IF PRODUCT IS DEFECTIVE WE WILL REPLACE THE WHOLE UNIT OR THE DAMAGED PART(S).

REFERRAL PROGRAM

Q: DO YOU HAVE A REFERRAL PROGRAM? $$
A: YES.  CALL BOB AT 1-800-555-0564 FOR MORE INFORMATION

Q: DO YOU HAVE A TELL-A-FRIEND PROGRAM? $$
A: YES.  CALL BOB AT 1-800-555-0564 FOR MORE INFORMATION


DEALER / COMMERCIAL

Q: WHO DO I CONTACT IF I AM INTERESTED IN SELLING YOUR PRODUCTS?
A: CALL BOB, 1-800-555-0564. CLICK HERE TO LEARN MORE.

Q: DO YOU HAVE A COMMERCIAL DEPARTMENT?
A: YES. CLICK HERE TO VISIT OUR COMMERCIAL DEPARTMENT.

PAYMENT QUESTIONS

Q: DO I NEED TO PAY A SALES TAX WHEN PURCHASING PRODUCTS?
A: NO. INTERNET SALES ARE TAX EXEMPT IN MOST STATES.

Q: WHAT PAYMENT METHODS DO YOU ACCEPT?
A: VISA, MASTERCARD, DISCOVER, & AMEX. YOU CAN ALSO MAKE PURCHASES USING PAYPAL OR GOOGLE CHECKOUT.

Q: DO YOU OFFER TERMS FOR CONSUMERS?
A: YES. WE OFFER A 2 PAYMENT PROGRAM FOR CLASSIC FLAME PRODUCTS THAT TOTAL MORE THAN $1000. CALL BOB FOR MORE INFORMATION AT 1-800-555-0564.

Q: DO YOU HAVE A MULTIPLE UNIT DISCOUNT?
A: YES.  IF YOU PURCHASE 2 OR MORE ITEMS FROM THE SAME BRAND, YOU QUALIFY FOR A MULTIPLE PURCHASE DISCOUNT. CALL 1-800-555-0564 OR 1-800-965-3850 TO RECEIVE A DISCOUNT WHEN YOU ORDER MULTIPLE UNITS OF THE SAME BRAND.
Multiple Unit Discount Does Not Apply to Red Tag & Close Out Items

Q: DO YOU OFFER SENIOR CITIZEN DISCOUNTS?
A: YES. WE OFFER A SENIOR DISCOUNT FOR SENIORS 55+. THE DISCOUNT ALSO APPLIES TOWARD PURCHASES MADE FOR A SENIOR 55+. EXAMPLE: A GIFT FROM YOU TO A RELATIVE THAT IS 55+. THE DISCOUNT DEPENDS ON THE PRICE OF THE PRODUCT YOU ORDER. CALL 1-800-555-0564 OR 1-800-965-3850 TO PLACE AN ORDER IF YOU QUALIFY FOR OUR SENIOR DISCOUNT.
Senior Discount Does Not Apply to Red Tag & Close Out Items

Q: DO YOU HAVE SPECIALS AND SALES?
A: YES.
CLICK HERE TO VIEW THE RED TAG SALE PAGE.
CLICK HERE TO VIEW THE CLOSE OUTS / DISCONTINUED ITEMS.
CLICK HERE TO VIEW OUR PORTLAND, OREGON SHOWROOM PICK UP ONLY ITEMS.

Q: ARE THERE ANY FREIGHT CHARGES?
A: SHIPPING IS FREE IN THE CONTINENTAL USA FOR ALL CURB SIDE DELIVERIES. A SHIPPING CHARGE MAY APPLY TO ORDERS BEING SHIPPED TO CANADA. THERE WILL BE AN ADDITIONAL CHARGE FOR INSIDE DELIVERY OR WHITE GLOVE SERVICE. CALL 1-800-965-3850 OR 1-800-555-0564 FOR DETAILS.