First
of all please read thru and try the troubleshooting information listed on our website.
If you are still having problems, email us with the following information:
- Your name, address & phone number
- Date of purchase
- Model type
- Serial Number
on the back of the unit (fireplace units do not have a serial number)
- What is wrong with the unit
If the date of purchase is 30 days or under:
You will receive a new replacement unit at no charge
upon receipt of defective unit (must be packed back in the original box with remote control)
If the date of purchase is over 30 days – but still within the warranty period
Your unit will be repaired and returned to you at no charge under the warranty period
given for that unit. You will need to pack it back in the original box. We will have
UPS labels mailed or emailed to you. You will need to put the label on the box and take to a UPS drop off.
The unit will be repaired and returned to you at no charge with no charge on shipping both ways.
Once your heater or fireplace is out
of warranty:
You can order replacement parts
from us (order form on this website) PLEASE NOTE: You will void
your warranty if you go into the unit when it is still under warranty.
