Support

Great products deserve great support. From your first unboxing to years of everyday use, we’re here to help with shipping, installation, maintenance, warranties, and more.

Topics

Shipping & Delivery

4 Articles

Unboxing & Installation

79 Articles

Operation & Safety

39 Articles

Care & Maintenance

9 Articles

Returns & Refunds

7 Articles

Warranty & Claims

7 Articles

How to install a TV or AV equipment above an ethanol fireplace?

Unboxing & Installation

How to Assemble and Operate a Gas Fireplace

Unboxing & Installation

Unboxing Instructions - Standard Cartons

Unboxing & Installation

Installation Steps - Fire Pit Kits

Unboxing & Installation

Safety Instructions - Ethanol Burners

Operation & Safety

Markings - Ethanol Burners

Returns & Refunds

Clearances and Installation - Ethanol Burners

Unboxing & Installation

Decorative Media Installation - Switch Electric Fireplaces

Unboxing & Installation

Hardwiring Installation - Switch Electric Fireplaces

Unboxing & Installation

Installation and Assembly - Switch Electric Fireplaces

Unboxing & Installation

Assembly Steps - Glass Fire Screens

Unboxing & Installation

Assembly Steps - Glass Fire Screens

Unboxing & Installation

Assembly Steps - D60 Fire Screen

Unboxing & Installation

Assembly Steps - Glass Cover Plates

Unboxing & Installation

Built-in Installation Styles - Motion Electric Fireplaces

Unboxing & Installation

Built-In Installation - Built-in, Motion Electric Fireplaces

Unboxing & Installation

Built-In Framing - Motion Electric Fireplaces

Unboxing & Installation

Care and Maintenance - Motion Electric Fireplaces

Care & Maintenance

Care and Maintenance - Switch Electric Fireplaces

Care & Maintenance

Glass Removal - Motion Electric Fireplaces

Unboxing & Installation

Glass Installation - Switch Electric Fireplaces

Unboxing & Installation

Driftwood Logs and Crushed Glass Installation - Motion Electric Fireplaces

Unboxing & Installation

Care and Maintenance - Fire Tables

Care & Maintenance

Assembly Steps - Ground Fixing Brackets and Stix Fire Pits

Unboxing & Installation

Hardwiring Installation - Motion Electric Fireplaces

Unboxing & Installation

How to Clean an Ethanol Burner

Care & Maintenance

How to Convert a Gas Fireplace from Propane to Natural Gas

Unboxing & Installation

How to fill your AB Series ethanol burner?

Operation & Safety

How to fill your BK Series ethanol burner?

Operation & Safety

How to fill your EcoSmart jerry can?

Operation & Safety

How to fill your XL Series ethanol burner?

Operation & Safety

How to light your BK Series ethanol burner?

Operation & Safety

How to light your XL Series Burner?

Operation & Safety

How to refill the lighter?

Operation & Safety

How to submit a warranty claim

Warranty & Claims

How to use the EcoSmart Fire AB Series efficiency ring?

Operation & Safety

How to use the EcoSmart Fire AB Series efficiency ring?

Operation & Safety

How to use your safety nozzle?

Operation & Safety

Safety Instructions - Motion Electric Fireplaces

Operation & Safety

Installation and Assembly - Motion Electric Fireplaces

Unboxing & Installation

How to Install a TV above a Fireplace

Unboxing & Installation

Safety Instructions - Switch Electric Fireplaces

Operation & Safety

Operation - Motion Electric Fireplaces

Operation & Safety

Operation - Switch Electric Fireplaces

Operation & Safety

Partial Recess Installation - Motion Electric Fireplaces

Unboxing & Installation

Regular Safety Checks - Ethanol Burners

Care & Maintenance

Return & Refund Policy

Returns & Refunds

Troubleshooting - Ethanol Burners

Unboxing & Installation

Troubleshooting - Motion Electric Fireplaces

Unboxing & Installation

Troubleshooting – Switch Electric Fireplaces

Unboxing & Installation

Wall Mounted Installation - Motion Electric Fireplaces

Unboxing & Installation

Warranty & claims - Frequently Asked Questions

Warranty & Claims

What does EcoSmart Fire's warranty actually cover?

Warranty & Claims

Included Accessories - Ethanol Burners

Shipping & Delivery

What happens if my order is damaged?

Shipping & Delivery

Clearance Requirements - Fireplace Grates

Unboxing & Installation

Clearance Requirements - Built-in Fireplace Inserts

Unboxing & Installation

Clearance Requirements - Fire Pit Kits - Bioethanol

Unboxing & Installation

Clearance Requirements - Fire Pit Kits, Fire Tables and Fire Pits - Gas

Unboxing & Installation

Clearance Requirements - Designer Fireplaces

Unboxing & Installation

Installation - Flex Glass Fire Screens

Unboxing & Installation

Installation Steps - Orbit Designer Fireplace

Unboxing & Installation

Installation Steps - Ghost Designer Fireplace

Unboxing & Installation

Installation Steps - Pop Series Designer Fireplaces

Unboxing & Installation

Installation Steps - Flex Fireplaces

Unboxing & Installation

Installation Steps - Be Designer Fireplace

Unboxing & Installation

Installation Steps - Fire Pit Kits - Bioethanol

Unboxing & Installation

Installation Steps - Fire Tables and Pod Series Fire Pits - Bioethanol

Unboxing & Installation

Care and Maintenance - Concrete and Teak Fire Tables

Care & Maintenance

How to Attach the Safety Spout to the e-NRG Bottle

Operation & Safety

Finishing Instructions - Flex Fireplace Inserts

Unboxing & Installation

Finishing Instructions - Heritage Fireplace Inserts

Unboxing & Installation

Why e-NRG Orders Ships in Quarts

Shipping & Delivery

How to Fix a Water-Contaminated Burner

Care & Maintenance

Returns and Exchanges FAQs

Returns & Refunds

What to Expect When You Contact Us

Warranty & Claims

How to Safely Dispose e-NRG Ethanol Fuel at Home

Operation & Safety

Cancelling an e-NRG Fuel Order Before it Ships

Returns & Refunds

Why e-NRG Fuel Cannot Be Returned or Exchanged

Returns & Refunds

Clearance Requirements - Fire Tables and Fire Pits - Bioethanol

Unboxing & Installation

Clearance Requirements - Flex Fireplaces Mantle Surrounds

Unboxing & Installation

Clearance Requirements - Frame Fireplaces Mantle Surrounds

Unboxing & Installation

Clearance Requirements - Heritage Fireplace Mantle Surrounds

Unboxing & Installation

What Does the EcoSmart Fire Warranty Cover

Warranty & Claims

How to Submit a Warranty Claim

Warranty & Claims

Troubleshooting - Burner Won't Light After Rain

Operation & Safety

EcoSmart Burner Ignition: Frequently Asked Questions

Operation & Safety

Why does my EcoSmart burner have an odor?

Operation & Safety

How to clean your EcoSmart ethanol burner

Care & Maintenance

My e-NRG fuel order arrived leaking, what do I do?

Returns & Refunds

How to protect and maintain your concrete model

Care & Maintenance

Why Is My EcoSmart Burner Flame Small or Low?

Operation & Safety

How to perfectly level your model

Unboxing & Installation

Fuel Type and Flame Performance: Why e-NRG Matters

Operation & Safety

How to locate the Burner serial number

Operation & Safety

How to check the Burner fuel levels

Operation & Safety

How to fill the EcoSmart Lighter

Operation & Safety

Troubleshooting - Jerry Can is leaking

Operation & Safety

How to fill and attach the Safety Spout to the EcoSmart Jerry Can

Operation & Safety

How to regulate the BK5 Burner flame

Operation & Safety

How to Start a Return or Exchange

Returns & Refunds

Returns and Exchanges: What You Need to Know

Returns & Refunds

How to use XL baffles

Operation & Safety

What to Do If Your Order Arrived Damaged

Shipping & Delivery

How to fill and operate your ethanol AB Burner

Operation & Safety

How to fill and operate your ethanol XL Burner

Operation & Safety

How to fill and operate your ethanol BK5 Burner

Operation & Safety

What is black glass charcoal decorative media?

Unboxing & Installation

How to use the AB8 efficiency ring?

Operation & Safety

Installation Steps - T-Lite Series Designer Fireplaces

Unboxing & Installation

Installation Steps - Flex Decorative Box Infill Plate

Unboxing & Installation

Installation Steps - Ground Fixing Brackets

Unboxing & Installation

Installation Steps - Flex Bench Fireplaces

Unboxing & Installation

Installation Steps - Bioethanol Gin 90 Fire Tables

Unboxing & Installation

Installation Steps - Heritage Fireplace Grates

Unboxing & Installation

Installation Steps - Flex Left Corner and Right Corner Fireplaces

Unboxing & Installation

Installation Steps - Grate Series

Unboxing & Installation

Installation Steps - Flex Bay Fireplaces

Unboxing & Installation

Installation Steps - Flex Single Sided Fireplaces

Unboxing & Installation

Installation Steps - Flex Double Sided Fireplaces

Unboxing & Installation

Installation Steps - Mini T Designer Fireplace

Unboxing & Installation

Installation Steps - Mix Series + Nova Series Fire Pits

Unboxing & Installation

Installation Steps - Pillar Series Designer Fireplaces

Unboxing & Installation

Installation Steps - Stix Series Fire Pits

Unboxing & Installation

Installation Steps - Twin Feet Fixings

Unboxing & Installation

Installation Steps - Flex Peninsula Fireplaces

Unboxing & Installation

Installation Steps - Flex Island Fireplaces

Unboxing & Installation

Installation Steps - Gas Fire Tables and Pod Series Fire Pits

Unboxing & Installation

Installation Steps - Gas Gin 90 Fire Tables

Unboxing & Installation

Installation Steps - Heritage Fireplaces

Unboxing & Installation

Installation Steps - Igloo Designer Fireplace

Unboxing & Installation

Installation Steps - Mello Designer Fireplace

Unboxing & Installation