FAQ

Do you offer gas fireplace service work?
Yes, we offer gas fireplace service on most makes and models. When you call us, it is helpful to have the model & serial number of your appliance ready, so that we can determine what help we can offer you. We like to be as prepared as possible on our service calls and the more information we have in advance the better prepared we will be in your home resulting in less cost.
Do you have payment options?
We currently accept cash, debit, cheque, Visa and MasterCard for payment.
Do you cash and carry any product?
Yes, we cash and carry wood, gas & electric appliances, firepits, fire tables, and torches to the general public. Gas appliances must be installed by a certified gas fitter.
Will you install a product I have purchased elsewhere?
We do not install products purchased elsewhere. We install what we sell. We do this to ensure a proper warranty, quality product, and a happy end user of the product.
Why won’t my gas pilot light stay lit?
First, check your manual which has a detailed guide on how to light the pilot light. If problems persist, call us at the store with your model and serial number. We will attempt to diagnose the issue over the phone or, if necessary, setup a service call for our service tech to inspect your fireplace.
What maintenance should I perform on my fireplace?
Gas Fireplaces should have an annual service including gas pressure check, pilot check, thermopile check, thermocouple check, clean chamber, logs, burner, and glass. Woodstoves should have chimneys checked, at the very least, in the beginning and end of the burning season. The glass should be cleaned as needed with an approved woodstove ceramic glass cleaner. Firebrick should be replaced when they fall apart. Cracking is normal as long as the pieces stay in place. Baffles should be changed as necessary depending on the composition of the baffle. Catalysts deteriorate over time and generally will need to be replaced about every 6 years.
My remote stopped working, help me?
The first thing to check is the batteries in your hand control and in the receiver normally located under the fireplace. Place yourself within 20 feet of the fireplace with the controller pointed at the fireplace and try it again. Your fireplace manual will have a troubleshooting section with some helpful tips. The other thing to keep in mind is that all gas fireplaces do have manual controls even if it is just an on/off control until a service tech can come to your home for a diagnosis.
What does WETT stand for?
Wood Energy Technical Transfer is a non-profit training and education association that promotes the safe and effective use of woodburning systems in Canada. They offer courses, and certification to its members who successfully complete the courses. They have established a code of ethics requiring professionalism in all aspects of work.
How do I find a WETT certified professional in my area?
www.wettinc.ca has a locater that you can use to find certified individuals in your specific area.
Do I need to come into the showroom first before having someone come to my house to provide a quote?
We would like all our customers to come into our showroom. We have extensive displays and we feel that a fireplace should be seen in person. At the showroom we can look at multiple styles of fireplaces, help you narrow down your choices and discuss ballpark budgets. At that point we can decide on the next step.
I can’t find my manual; can you get me a copy?
Yes, we can if it is a manufacturer we represent. You can also go to the manufacturer website where almost everyone now has a customer care section where they include current manuals and most times archived manuals.
What does EPA mean?
This is an acronym for the Environmental Protection Agency in the United States. This agency sets the emission standards for the U.S. for woodburning appliances. When a woodstove is said to be EPA approved, it is meeting the guidelines