Q: ARE THE ELECTRIC FIREPLACE PRODUCTS APPROVED AND
CERTIFIED?
A:
YES, THE PRODUCTS HAVE BEEN CSA OR UL APPROVED.
ONLINE
ORDER SECURITY
Q:
IS THE ONLINE CART SYSTEM SECURE TO PLACE AN ORDER THROUGH?
A:
YES,
ORDERS PLACED THROUGH THE WEB PAGE CART SYSTEM ARE SAFE
AND SECURE.
CLICK HERE TO READ
OUR PRIVACY / SECURITY POLICY.
Q:
IS WWW.ELECTRICFIREPLACES.COM A SECURE SITE TO ORDER THROUGH?
A:
CLICK ON LOGO TO LEARN MORE
CONTACT INFO
Q:
CAN
I ORDER BY PHONE?
A: YES,
CALL 1-800-555-0564 OR 1-800-965-3850
Q:
WHERE ARE YOU LOCATED?
A:
CORPORATE OFFICE - PORTLAND, OR
Q: WHEN IS THE BEST TIME TO CALL?
A:
AM WEST COAST TIME
Q: DO YOU HAVE A SERVICE / PARTS DEPARTMENT?
A:
YES, EMAIL US. OR
CALL: 1-800-555-0564.
SHIPPING QUESTIONS
Q:
HOW DO I TRACK MY ORDER?
A:
CLICK HERE.
Q:
WHAT IS THE DELIVERY TIME FOR IN STOCK ITEMS?
A:
2 - 5 DAYS BY GROUND CARRIER.
Q: DO YOU SHIP TO CANADA?
A:
YES.
WE SHIP CURRENT FLAME AND
BURLEY PRODUCTS TO CANADA.
WE ALSO SHIP ANY PRODUCTS WITH A 
NEXT
TO THE ORDER BUTTON.
CLICK HERE
FOR MORE CANADA SHIPMENT Q & A'S.
Q:
DO
YOU DELIVER ON WEEKENDS?
A:
NO.
Q:
WILL
THE SHIPPER CALL ME TO ARRANGE DELIVERY?
A:
YES, THEY WILL CALL YOU ON MOST DELIVERIES TO SCHEDULE A
DELIVERY TIME SO THAT YOU CAN INSPECT AND SIGN FOR THE BOX(ES).
IF THE PACKAGE(S) ARE DAMAGED BE SURE TO NOTE DAMAGED ON
THE RECEIPT AND DECLINE THE SHIPMENT. FOR MORE DETAILS CLICK
HERE.
Q:
WILL THE CARRIER DELIVER THE SHIPMENT INSIDE?
A: NO.
DELIVERY IS CURB-SIDE ONLY. INSIDE OR WHITE GLOVE DELIVERY
SERVICE CAN BE ARRANGED FOR AN ADDITIONAL CHARGE. CALL 1-800-555-0564.
Q:
WHAT DO I DO IF THE
PRODUCT HAS CONCEALED DAMAGE?
A:
CONTACT ADDCO WITHIN 24 HOURS AT 1-800-555-0564.
Q:
WILL I NEED HELP WHEN THE PRODUCTS ARE DELIVERED?
A:
YOU MAY NEED HELP. SURROUNDS WEIGH OVER 100 LBS, FIREPLACES
60 LBS PLUS &
ELECTRIC STOVES 50 TO 75 LBS.
Q: ARE THERE ANY FREIGHT CHARGES?
A:
SHIPPING IS FREE IN THE CONTINENTAL USA FOR ALL CURB SIDE
DELIVERIES, WITH THE EXCEPTION OF SOME EAST COAST STATES.
A FREIGHT SURCHARGE MAY BE APPLIED TO DELIVERIES WITHIN
NY, NC, NH, NJ, RI, MA DUE TO A FUEL SURCHARGE ON DELIVERIES.
A SHIPPING CHARGE MAY APPLY TO ORDERS BEING SHIPPED TO CANADA.
THERE WILL BE AN ADDITIONAL CHARGE FOR INSIDE DELIVERY OR
WHITE GLOVE SERVICE. CALL 1-800-555-0564 FOR DETAILS.
PRODUCT
INFO
Q:
WHERE DO I FIND PRODUCT INFORMATION?
A:
CLICK HERE TO VIEW THE PRODUCT PAGE.
Q: DO
YOU HAVE SPEC SHEETS FOR PRODUCTS?
A: YES,
SPEC SHEETS ARE PROVIDED ON EACH PAGE FOR
PRODUCTS THAT REQUIRE SPEC SHEETS.
Q:
DO
YOU RECOMMEND A SURGE PROTECTOR FOR THE 110V PLUG IN UNITS?
A:
YES.
IT WILL HELP PROTECT YOUR UNIT FROM ELECTRICAL SURGES AND
SPIKES ESPECIALLY WHEN THE HEATER IS ON.
Q: WHERE DO I FIND THE PRICES?
A:
ON EACH INDIVIDUAL PRODUCT PAGE OR CALL 1-800-555-0564.
Q:
DO YOU HAVE THE PRODUCTS IN STOCK?
A.
YES. WE USUALLY HAVE ALL PRODUCTS IN STOCK.
Q:
DO YOU HAVE A CATALOG OF ALL PRODUCTS?
A:
NO. YOU CAN PRINT OUT OUR WEB PAGES.
Q:
HOW EFFICIENT ARE ELECTRIC FIREPLACES?
A:
100% EFFICIENT. ALL
ENERGY IS CONVERTED TO HEAT.
Q: DO THE ELECTRIC FIREPLACES HAVE HEATERS?
A:
YES. THE ELECTRIC FIREPLACES AND STOVES HAVE HEATERS.
Q:
DO THE OUTDOOR ELECTRIC FIREPLACES HAVE HEATERS?
A:
NO. THE OUTDOOR ELECTRIC FIREPLACES OPERATE WITH FLAME ONLY.
Q: ARE ALL OF THE PRODUCTS PORTABLE?
A:
NO. ONLY THE PLUG IN VERSIONS ARE PORTABLE.
Q: DO YOU HAVE 240V BUILDER MODELS?
A:
YES. CLICK HERE.
Q: CAN THE FLAME, BRIGHTNESS, AND HEAT BE ADJUSTED?
A:
MOST OF THE UNITS HAVE CONTROLS ON THE ELECTRIC FIREPLACE
OR ON THE REMOTE.
PRODUCT DETAILS CAN BE FOUND ON EACH INDIVIDUAL PRODUCT
PAGE.
Q: DO I NEED SPECIAL WIRING TO INSTALL THE UNIT.
A:
NO. 120V - JUST PLUG-IT-IN TO A STANDARD OUTLET.
A:
YES. 240V - ELECTRICIAN INSTALLATION RECOMMENDED.
Q: HOW MUCH HEAT DO THEY PUT OUT?
A:
750 BTUs TO 10,000 BTUs OF TOTAL HEAT.
Q: CAN I OPERATE THE UNIT WITHOUT HEAT?
A:
YES. THE HEATER/FAN IS ON A SEPARATE CONTROL.
Q: WHAT DOES IT COST PER HR WITHOUT HEAT (Flame Only)?
A:
COST VARIES BETWEEN $.04 - $.08/ HOUR (Varies In Each State)
Q: WHAT DOES IT COST PER HOUR WITH HEAT AND FLAME?
A:
COST = VARIES BETWEEN $.08 - $.15 /HR.(Varies In Each State)
Q:
HOW LONG IS THE WARRANTY?
A:
1 TO 10 YEARS FROM PURCHASE FROM THE MANUFACTURER.
Q:
CAN I OPERATE THE UNIT WITH A REMOTE?
A:
YES. ON/OFF OR MULTIFUNCTION REMOTES ARE AVAILABLE WITH
ALL ELECTRIC FIREPLACES AND STOVES.
Q:
HOW LONG DOES IT TAKE TO INSTALL AN ELECTRIC FIREPLACE?
A:
NORMALLY, LESS THAN ONE HOUR.
Q:
WHAT COMES WITH THE FREE-STANDING UNITS?
A:
THE FIREPLACE, TRIM KIT, AND SURROUND/MANTEL.
Q: CAN I INSTALL IT MYSELF?
A:
YES. THE FIREPLACE, TRIM KIT AND MANTEL ARE D.I.Y. PRODUCTS.
Q:
CAN I INSTALL THE INSERT INTO AN EXISTING WOOD-BURNING,
GAS, OR PELLET FIREPLACE?
A:
YES. THE OPENING DIMENSIONS ARE REQUIRED TO SELECT AN INSERT.
Q: ARE THE SURROUND/MANTELS FREE-STANDING?
A:
YES. WALL AND CORNER UNITS.
Q: CAN I USE MY EXISTING SURROUND/MANTEL?
A:
YES. YOU NEED ONLY THE ELECTRIC FIREPLACE INSERT AND A TRIM
KIT.
Q: CAN I INSTALL THE INSERT IN AN ENTERTAINMENT CENTER?
A:
YES. YOU CAN INSTALL THE FIREPLACE ANYWHERE.
Q:
HOW DO I CARE FOR THE MANTEL?
A: DUST WITH A POLISH MOISTENED CLOTH.
POLISH CUSHIONS THE CLOTH, ELIMINATING THE SCRATCHING THAT
OCCURS WITH DRY DUSTING. DUST WILL SCRATCH THE FURNITURE
SURFACE IF NOT REMOVED PROPERLY.USE
A SOFT, CLEAN CLOTH THAT WON'T SCRATCH THE SURFACE. AVOID
COURSE OR SCRATCHY MATERIALS OR FABRICS. AVOID USING SOAP
AND WATER ON FURNITURE.
Q: DO YOU SELL PRODUCTS OTHER THAN ELECTRIC FIREPLACES?
A:
YES. WE SELL HOME THEATER UNITS W/O
FIREPLACES AND
THE JACE COLLECTION TRESANTI
WINE CABINETS.
RETURNS
/ REFUNDS
Q:
DO YOU HAVE A RETURN CANCELLATION AND REFUND POLICY?
A:
YES.
CLICK HERE TO READ RETURN POLICY.
Q:
WHAT IS YOUR DAMAGED PRODUCT REPLACEMENT
POLICY?
A.
IF PRODUCT IS DEFECTIVE WE WILL REPLACE THE WHOLE UNIT OR
THE DAMAGED PART(S).
REFERRAL
PROGRAM
Q:
DO YOU HAVE A REFERRAL PROGRAM?
$$
A: YES.
CALL BOB AT 1-800-555-0564 FOR MORE INFORMATION
Q:
DO YOU HAVE A TELL-A-FRIEND PROGRAM? $$
A: YES.
CALL BOB AT 1-800-555-0564 FOR MORE INFORMATION
DEALER
/ COMMERCIAL
Q:
WHO DO I CONTACT IF I AM INTERESTED IN SELLING YOUR PRODUCTS?
A: CALL
BOB, 1-800-555-0564. CLICK HERE
TO LEARN MORE.
Q:
DO YOU HAVE A COMMERCIAL DEPARTMENT?
A: YES.
CLICK HERE TO VISIT OUR COMMERCIAL
DEPARTMENT.
PAYMENT
QUESTIONS
Q:
DO I NEED TO PAY A SALES TAX WHEN PURCHASING PRODUCTS?
A: NO.
INTERNET SALES ARE TAX EXEMPT IN MOST STATES.
Q:
WHAT PAYMENT METHODS DO YOU ACCEPT?
A: VISA,
MASTERCARD, DISCOVER, & AMEX. YOU CAN ALSO MAKE PURCHASES
USING PAYPAL OR GOOGLE CHECKOUT.
Q:
DO YOU OFFER TERMS FOR CONSUMERS?
A: YES.
WE OFFER A 2 PAYMENT/ 3PAYMENT PROGRAM. CALL BOB FOR MORE
INFORMATION AT 1-800-555-0564.
Q: DO YOU HAVE A MULTIPLE UNIT
DISCOUNT?
A:
YES. IF YOU PURCHASE 2 OR MORE ITEMS FROM THE SAME
BRAND, YOU QUALIFY FOR A MULTIPLE PURCHASE DISCOUNT. CALL
1-800-555-0564 TO RECEIVE A DISCOUNT WHEN YOU ORDER MULTIPLE
UNITS OF THE SAME BRAND.
Q:
DO
YOU OFFER SENIOR CITIZEN DISCOUNTS?
A: YES.
WE OFFER A SENIOR DISCOUNT FOR SENIORS 55+. THE DISCOUNT
ALSO APPLIES TOWARD PURCHASES MADE FOR A SENIOR 55+. EXAMPLE:
A GIFT FROM YOU TO A RELATIVE THAT IS 55+. THE DISCOUNT
DEPENDS ON THE PRICE OF THE PRODUCT YOU ORDER. CALL 1-800-555-0564
TO PLACE AN ORDER IF YOU QUALIFY FOR OUR SENIOR DISCOUNT.
Senior Discount Does Not Apply to Red Tag & Close Out
Items
Q: DO YOU HAVE SPECIALS AND SALES?
A:
YES.
CLICK HERE TO VIEW THE RED TAG SALE PAGE.
CLICK HERE TO VIEW THE CLOSE
OUTS / DISCONTINUED ITEMS.
CLICK HERE TO VIEW
CLASSIC FLAME CLOSE OUT ITEMS.
CLICK HERE TO VIEW OUR PORTLAND,
OREGON SHOWROOM PICK UP ONLY ITEMS.
Q: ARE THERE ANY FREIGHT CHARGES?
A:
SHIPPING IS FREE IN THE CONTINENTAL USA FOR ALL CURB SIDE
DELIVERIES, WITH THE EXCEPTION OF SOME EAST COAST STATES.
A FREIGHT SURCHARGE MAY BE APPLIED TO DELIVERIES ON THE
EAST COAST DUE TO A FUEL SURCHARGE ON DELIVERIES. A SHIPPING
CHARGE MAY APPLY TO ORDERS BEING SHIPPED TO CANADA. THERE
WILL BE AN ADDITIONAL CHARGE FOR INSIDE DELIVERY OR WHITE
GLOVE SERVICE. CALL 1-800-555-0564 FOR DETAILS.
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