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Frequently Asked Questions

General Electric Fireplace Questions

Is it possible to purchase your fireplaces without the heating element?

No, however, most of our fireplaces can operate with or without heat through independent controls.

Do you need any permits to install your electric fireplaces?

No specific permits are necessary for installation, but It is recommended that a certified electrician be used if your are installing a direct wired built-in fireplace.

Can I buy just the electric firebox?

Yes, you may buy the same electric fireboxes found in our mantel packages. These fireboxes are found in our Plug-In Electric Fireplace category.

Will my Electric Fireplace plug into any standard outlet?

Yes, the majority of our electric fireplaces are ready to plug into any standard 120V household outlet. Our Built-In Electric Fireplaces require direct-wire installation (although plug kits are included and/or available) and are "dual" voltage, which means they can be wired for 120V or 240V power, thus, doubling the heat output.

How large of an area will my electric fireplace heat?

Our electric fireplaces can function as a supplemental heat sources for rooms up to 400 square feet. Most Built-in electric fireboxes can be hardwired to 240V power to heat a room up to 800 square feet, depending on product specifications. If more heat is necessary, our infrared electric fireboxes are capable of heating up to 1,000 square feet. These infrared units may be plugged into standard 120V household outlets.

Are electric fireplaces cost-efficient?

Yes, most electric fireplaces operate on 110/120V electric current and use approximately 1500 Watts per hour, at full power. Your utility charges you based our your Kilowatt usage per hour (kw/h). Multiply your cost per Kilowatt-hour by 1.5 to determine the maximum cost per hour to operate your electric fireplace. For example, 1500 Watts is equal to 1.5 kw/h. The flame effect also uses very little power and costs just a few cents per hour.

On average, electric is much cheaper than other forms of heating your home. Electric fireplaces are a terrific option for zone heating. By turning down your central thermostat and using your electric fireplace for supplemental heat in the room you are in, you can save money on your utility bill. For comparison; gas fireplace manufacturers regularly advertise average running costs of 30¢ per hour.

Is it safe to move the fireplace to another location once it is assembled?

Yes, once the fireplace is assembled, it is sturdy and safe to move. Electric fireplaces are unique in that they do not require venting (chimney). They may be installed or set near a outside or inside wall, upstairs or in a basement.

How many watts/BTUs does it give off any hour?

On average, 4600 BTUs for all standard units. Built-in models, which can be hardwired for 240V, can produce up to 8900 BTUs. Infrared units generally produce approximately 5200 BTUs.

How do I turn my fireplace on or off?

Most of our electric fireplaces come with a remote. The remote will allow you to, at a minimum, turn the fireplace on or off. However, some units also allow you to adjust the intensity of flame and the level of heat that the electric firebox will give off. Manual controls are also on each unit, located on the front, side or back, depending on the units design.

What are your electric fireplace mantels made of?

They are made from a combination of furniture-grade substrates and the highest quality real wood veneers; the same type of construction you would expect from fine furniture. Classic Flame has won several furniture design industry awards for excellence in its fireplace mantels.

What is the difference between the Built-In "Builders" Box and the Plug-In Firebox?

Both the Dimplex and ClassicFlame Built-In Electric Fireboxes are designed to be installed and hard wired into a building’s electrical system, although plug kits are available or even included with purchase. These units support either a 120V service or a 220/240 volt service (see unit specifications). 240V service produces higher heat output (8900 BTUs) than the 120V option (4600 BTUs). This is different from our Plug-In Electric Inserts/Fireboxes which are designed to fit directly into our corresponding mantels. They cannot be wired directly; instead, they simply plug into a standard 120V household outlet.

Does your fireplace need any venting or a chimney?

No, our fireplaces are all vent free, so there is no need for any chimney, venting, or gas lines. There is no open flame, no mess or clean up either. You may place or install them on an outside or inside wall, upstairs or down. They are a great option for any home, apartment or condo.

Do electric fireplaces give off any fumes or gases?

No, our fireplaces do not emit any fumes, CO2, smoke, emissions or any pollutants.

Does the glass front of an electric fireplace get hot?

No, the glass front always remains cool to the touch and is perfectly safe for children and pets. The heating element is separate from the flame effect area and is located either above or below the glass on fireboxes or freestanding stoves and below on log sets. The heating elements are set behind safety screens and do not get hot enough to burn.

Is there much maintenance with your electric fireplaces?

The only maintenance required is on certain units in which you might need to change the standard 40 or 60 watt candelabra light bulbs, which have an average life of 2 years. These bulbs can be readily found at home centers, your local hardware store, and mass marketers. Many units now contain LED bulbs, which last up to 20,000 hours and will not need replacement during the lifetime of the fireplace. LED bulbs are also more energy efficient and use less electricity.

Customer Service Questions

How does the fireplace come when it is shipped to my home?

Electric fireplace mantel packages will typically arrive in two boxes.

One will contain the mantel and the other will contain the electric firebox. Electric Fireplace Log Inserts, Free Standing Electric Stoves, Wall Mount Electric Fireplaces, Built-In Electric Fireplace Boxes, Plug-In Electric Fireplace Boxes, Electric Heaters and the smallest Electric Fireplace Mantel Packages generally ship in one carton. Larger and heavier items will be shipped freight.

Smaller and lighter items ship via FedEx. See shipping tab on the product page of the unit, for a description for that product.

When will my electric fireplace/heater arrive?

Many items ship Same Day (if ordered by 11am CST, Monday-Friday). Transit times will vary, but delivery should be expected within 2-5 business days.

All other items should ship within 2-5 business days of your order date. Transit times vary depending on location, but you should expect delivery within 2-10 business days of your order. Please see Shipping Information for more details.

Can I buy online with confidence?

Absolutely. maintains the highest level of transaction security and is certified for SSL encryption. You can be certain that your payment information stays private and confidential. Our Satisfaction Guarantee enables you to feel comfortable with your purchase. We stand by our products and will make every effort to make your buying experience a positive one. We do not sell or release any customer information. We have over 10,000 reviews from our customers. We are the largest and most respected electric fireplace retailer. We stock the majority of our products. is an Authorized Internet Distributor for Dimplex and ClassicFlame products. We have a direct purchasing relationship with these manufacturers and maintain stock of each product line. All manufacturer warranty and service obligations are in effect. Because of our direct relationship, we will even assist you with communication with each company, should the need arise.

NOTE: Not all internet sellers of these products are created equal. Proceed with caution if you choose to purchase from an internet dealer who is not direct and is not known to the manufacturer.

Do I have to be home when my order is delivered?

For smaller items that deliver via FedEx, you generally do not have to be home. FedEx will leave the package at your door or designated package delivery area.

Larger items that are delivered via freight carrier require your signature. The freight company will call you at least 24 hours in advance to make a delivery appointment.

What is your return policy?

Should you be dissatisfied with your purchase, we will refund 100% of your purchase amount with no re-stocking fees. Just call or email us for return instructions within 30 days of receiving your shipment. The returned item must be in sellable condition and in the original packaging. You will be responsible for the cost of return freight. Please read our Return Policy for further information.

What if my order is damaged during shipment?

In the unlikely event your purchase is damaged during shipment, sign into your account and file a damage claim report within 24 hours of receiving your order. Sign in here to complete a damage report, or you may give us a call and we will e-mail a copy of the damage claim form.

Has my order shipped?

When your order is shipped, a notification will be sent to the email address we have on file. This email will include a tracking number that will allow you determine the delivery date and status. You can also easily check the status of your order by signing into your account. Sign in here.

Do you sell replacement parts?

At this time, we do not sell replacement parts. We most often get part requests for Dimplex and Twin-Star (Duraflame, ClassicFlame, and ChimneyFree) products. Dimplex can be contacted directly at 888-346-7539; Twin-Star at 866-661-1218.