Common Questions

Browse our common questions section for answers to questions about our products, installation, service, maintenance, and more.

Maintenance

• Can I use my gas or wood appliance if the power is out to my home?
• How can I eliminate the odor in my wood-burning fireplace?
• How do gas fireplaces vent?
• How do I clean my glass?
• How do I light my pilot?
• How do I remove the glass from my fireplace?
• My fan kit is too noisy. What can I do?
• Should I have any type of inspection done to my fireplace, stove or insert?
• Should I leave the batteries in my IPI system?
• Where can I get help if my appliance is not working correctly?

Installation

• Can I install a blower or fan kit on my fireplace after the fireplace has been installed?
• Can I install a fireplace, stove or insert myself?
• Can I install a traditional or plasma TV above a gas fireplace?
• Can I install one of your indoor fireplaces outside?
• Does the cost of the fireplace/stove/insert include everything I will need for the installation?

Purchase

• Can I buy direct from the manufacturer?
• Can I buy online?
• Why should I buy a remote control?

Operation

• Can I adjust the flame height on my fireplace?
• Can I burn unvented logs in my wood-burning fireplace?
• Can I cover the louvers on my fireplace or insert face?
• Can I partially close the damper on my wood-burning fireplace so less air goes up the chimney?
• Can I position my gas logs in a different fashion or use a different log set?
• Can I shut the pilot off in the summer?
• How does the hand-held transmitter operate the functions of the fireplace?
• I have a fan kit on my gas fireplace, but it doesn't seem to blow much air.
• I have a fan kit on my wood-burning fireplace but it doesn't seem to blow much air.
• I have an odor in my gas fireplace.
• Should I leave the batteries in my IPI system?
• The fireplace flame does not turn on and off at the exact desired temperature. Why?
• The glass on my fireplace is unusually hot.
• The mantel on my fireplace is unusually hot.
• The temperature reading on my hand-held transmitter does not match my house wall thermostat. Why?
• What is an IPI ignition system?
• What’s the best way to start a fire in my fireplace?
• Why am I feeling a cold draft from my fireplace?
• Why do I have blue flames?
• Why will the blower not turn on right away?
• Will my gas hearth product still burn if I lose electricity to my home?

Gas Products

• Are gas hearth products expensive to operate?
• Can a gas fireplace be installed in a bathroom?
• Can a gas fireplace be installed in a bedroom?
• Can gas hearth products burn either natural gas or LP gas?
• Can I cover the louvers on my fireplace or insert face?
• Can I remove the glass panel on my gas fireplace?
• Can I use an existing masonry chimney as the vent for my gas fireplace?
• Doesn't the solid glass panel keep me from getting heat out of my direct vent gas fireplace?
• How do gas fireplaces vent?
• How often do I have to clean the gas fireplace and vent?
• What gas fireplaces do you sell that do not have glass fronts?
• What is the difference between a Direct Vent and a B-Vent gas hearth product?
• What is the recommended burn-in procedure on a new gas fireplace?

Wood Products

• Can I add a fan to my wood-burning fireplace?
• Can I burn unvented logs in my wood-burning fireplace?
• Can I get glass doors for my wood-burning fireplace?
• Can I partially close the damper on my wood-burning fireplace so less air goes up the chimney?
• How can I eliminate the odor in my wood-burning fireplace?
• How do I convert my wood-burning fireplace that has a gas log set installed back to wood?
• How efficient is a wood-burning fireplace?
• How should I use the glass doors on my wood-burning fireplace?
• If I want to convert my wood-burning fireplace to gas, is a set of gas logs or a gas insert going to be my best option?
• I have a fan kit on my wood-burning fireplace but it doesn't seem to blow much air.

Electric Products

• Are electric fireplaces expensive to operate?
• Are electric fireplaces safe?
• Do electric fireplaces have doors?
• Do electric fireplaces produce heat?
• How hard are electric fireplaces to install?
• What do electric fireplaces look like?

Remote Controls

• Can I have a hand-held remote control and a wall switch?
• Can the frequency of the remote be changed if I have something else activating the fireplace?
• How can I avoid accidental operation of the remote control while I am away from home for an extended period of time?
• How far away from the fireplace can I be and activate the fireplace with a remote control?
• How long will the batteries last?
• I have questions or issues with the RC300 wireless remote control.
• My remote control is not working. Why?
• My remote will not turn my fireplace off. Why?
• The fireplace flame does not turn on and off at the exact desired temperature. Why?
• The temperature reading on my hand-held transmitter does not match my house wall thermostat. Why?
• What are the main components of the remote control?
• What can interfere with the operation of the remote control?
• What is required to use a remote control? And what is required to use a wall switch?
• What powers the remote control?
• Which remote control is right for me?
• Why should I buy a remote control?
• My WSK-MLT appears to be locked and will not turn on my fireplace. Why?

Gas Logs

• Are the flames on my gas logs adjustable?
• Can I convert my gas logs from LP to natural gas or from natural gas to LP?
• Can I position my gas logs in a different fashion or use a different log set?
• Can I remove my gas logs and burn wood on the hearth kit?
• Can the glass doors on my fireplace be closed when my gas logs are burning?
• How can I install gas logs if my gas line comes in from the left side?
• How do I clean my gas logs?
• How do I convert my wood-burning fireplace that has a gas log set installed back to wood?
• How do I know where I can place the gas logs?
• How do I size logs for my fireplace?
• How many different models and looks of gas logs can I choose from?
• How much do gas logs cost to operate?
• How much heat will I get from my gas logs?
• What are gas logs made of?
• What do I do if one of my gas logs breaks?
• What is the absolute minimum firebox size that will allow me to burn gas logs?
• What is the cost of installing gas logs?
• What is the cost of maintaining gas logs?
• Why do logs collect soot?
• Why should I buy gas logs?
• With gas logs, do I need the damper open all the time?

Other

• Can I change the look of my fireplace?
• Can I convert my gas fireplace to a wood burning fireplace?
• Can I convert my IPI system to a standing pilot?
• Can I convert my standing pilot fireplace to an IPI system?
• Can I shut the pilot off in the summer?
• Does a direct vent need to be on an outside wall?
• How can I find the model or serial number?
• How much gas does the pilot light use?
• Is direct vent the same thing as ventless?
• What does an outside air kit do and do I need one?
• What does the term zero clearance mean?
• What is a flue?
• What is an IPI ignition system?
• What is a safety pilot?
• What is the difference between "steady state" efficiency and AFUE?
• What is the technical data per the 2015 Standards of Performance for residential wood heaters?