FAQs
Q:
I just need some pipe. What do you mean I need a whole new fireplace?
A:
Pipe is specific to the brand of firebox. Depending on the age of the fireplace, the pipe may not be available anymore due to updates by the manufacturer. Some brands or models have been discontinued which means the pipe is no longer available. Putting the wrong kind of pipe on a firebox compromises the system and could result in the devastating loss of your home or life.
Q:
How do I know what brand of fireplace I have?
A:
All fireboxes have a plate on the front that gives the serial number, model number, and other information. Sometimes the plate is difficult to find because it is on the firebox wall that may have a decorative facing covering it.
Q:
Do you service fireplaces?
A:
It depends on the product. For service requests, please use our contact form so our service department can get back in touch with you. Be as specific as possible regarding the brand of fireplace and the problem you are experiencing. If the fireplace was purchased from us, please include your address so we can pull the information from our database.
Q:
Do you service or repair Superior brand fireplaces?
A:
Superior is not a brand that we service; we only service brands that we sell.
Q:
I got a fireplace from the internet / flea market / side of the road. Will you install it?
A:
To ensure the highest quality product and service, we only install fireplaces that are purchased from us.
Q:
Do you sell Majestic brand fireplaces?
A:
Yes! Check out the latest models here:
Q:
How do I clean the glass on my fireplace?
A:
This video demonstrates how to clean the glass safely: Click Here to Watch
Q:
How do I clean my fireplace brick and gas logs?
A:
We recommend Soot Remover by Rutland, which can be purchased from our showroom.
Q:
Do you sell gas logs?
A:
Yes! Check out our selection in our showroom, or visit the manufacturer websites:
Majestic Brand Gas Log SetsQ:
Can I just pick up some gas logs from your showroom?
A:
There is a wonderful variety of log styles so chances are we will have to order the set that you want. Log sets come in different sizes so you will need to know the size of your firebox and the brand – also, some logs are not recommended for some brands. Visit our Instructions Page to see how to best measure your fireplace.
Q:
I just cleaned my fireplace. Does it matter how I arrange the gas logs?
A:
Yes–gas logs have to be arranged a particular way to allow optimum flame. View our instructions guide to download log set arrangements. You will need to know the name of the log set and the size in order to select the correct set of instructions.
Q:
Can I add more glass, logs, or rocks to my gas fireplace?
A:
The arrangement and quantity of the glass, logs, and rocks are specific to the type of fireplace. Too much or improper arrangement can hinder operation and cause safety issues, so we do not advise adding to the set.
Q:
Can I use rocks from my yard in my fireplace?
A:
Please don’t – rocks from the yard may explode!
Q:
Do you sell the key for gas starters?
A:
Keys for gas starters can be purchased at home supply stores or from a plumber.
Q:
How do I measure my firebox?
A:
Visit our Instructions Page to see how to best measure your fireplace.
