What are your payment terms?
Payment is needed to finalize your order. You’ll be able to provide your credit card information during online checkout.
What are the ingredients of e-NRG ethanol?
e-NRG is pure alcohol, made from a blend of 92% ethyl alcohol (ethanol) and 8% isopropyl alcohol (isopropanol).
What maintenance is required for electric fireplaces?
There is very little maintenance involved with your electric fireplace. We recommend dusting your electric fireplace regularly to avoid build-up. You may also use a simple glass cleaner on your screen to maintain the polished look.
Where is the best place to install an electric fireplace?
EcoSmart Fire’s electric fireplace series can be installed in any indoor space desiring heat and/or ambiance. Our fireplace inserts are widely used in both commercial and residential spaces including restaurants, office buildings, high rise condos, and residential homes. With adjustable heat, lighting, and other customizable features your modern electric fireplace can be enjoyed year-round.
View our manual for wall framing guidelines.
What is an electric fireplace insert?
There are many types of indoor electric fireplaces including freestanding and built-in models. EcoSmart Fire’s Electric Fireplace Series is designed to be framed by wood or metal studs and installed into a wall. With low energy LED flame technology, our electric fireplace inserts resemble an authentic open flame fireplace. Recessed into a wall, the electric fireplace displays sleek linear lines for a luxurious modern finish. An existing gas fireplace or wood burning fireplace can be converted into an electric fireplace. Please speak with a specialist for more information.
Why use an electric fireplace?
There are many reasons to choose an electric fireplace insert over other heating options such as wood-burning and gas fireplaces.
Cost: Electric wall fireplaces are the most cost-effective fire solution available, operating at just pennies a day. Additionally, using an electric fireplace for zone heating can reduce your utility bill by 20-40%.
Realism: Low energy LED flame technology produces a warm glow and vibrant flickering flame for the most realistic electric fireplace. Featuring accent elements like logs, coals or glacier glass media, and an industry-leading ember bed with a pulsing burner effect, EcoSmart Fire’s modern electric fireplaces are nearly indistinguishable from a real fire. Best of all, you can enjoy the ambiance of a warm glowing fire with or without heat year-round.
Safety: With a low energy LED powered flame and a cool to the touch safety screen, electric wall fireplaces are the safest fire solution available making them ideal for busy commercial spaces or homes with children and pets.
Which heater model is the best for me?
This depends on the installation environment. If you own an open terrace, where sometimes the wind is blowing, we highly recommend only the SPOT power heatres.
But if you want to heat your glass house, conservatory or loggia, we entrust the ambient heaters VISION to you. These perfectly match well covered areas.
A rule of thumb is: The more open the area the more open the heater has to be – even if the other model looks nicer and is pleasing you more.
What is the shelf life of e-NRG bioethanol fuel?
The shelf life is 3 years if kept in a tightly sealed container and in a cool, dry area (approx 69°F).
Will my EcoSmart Fire heat the room?
All EcoSmart Fires are ventless, meaning all the heat stays in the room rather than escaping up a flue. Increased heat retention means increased fuel efficiency and a better chance of staying warm. While providing warmth, EcoSmart Fires are not designed to be used as a room’s primary heat source. Please see the burner section in our manual for full details.
Which EcoSmart Fire is right for me?
Ethanol Burners - Our Ethanol Burners are at the heart of every EcoSmart Fire. They are both the containers of the clean-burning bioethanol and the source of the flame. Completely self-contained, the burners have no need for exterior tanks or utility lines and their stainless steel bodies make them suitable for both interior and exterior use. The XL burners offer a linear flame while the BK5 burner has a substantial and adjustable flame housed in a compact body. EcoSmart’s AB Series offers a round burner ideal for fire pits or other circular fireplace designs.
Fireplace Inserts - Fireplace Inserts are stainless steel enclosures that house EcoSmart’s burners. They can be installed into walls or cabinets and, just like the burners, are suitable for indoor and outdoor use. All of our fireboxes are zero clearance, meaning that the dimensions of the firebox are the exact dimensions of the opening you’ll need in your wall. The fireboxes, like all our products, are vent free and its zero clearance dimensions mean installation is hassle free.
Freestanding Fireplaces - Created as standalone units, the models in our Design Fireplaces range require little set up and no installation. These units are completely self-contained and offer the same clean burning flame as our fireplace inserts without any of the installation requirements. Used as a room centrepiece or even as a space divider, Design Fireplaces offer the luxury of fire without any of the restrictions. You can even move the units from room to room as your fire needs change.
Outdoor Fireplaces - Whether used on a table top or as glowing ambience set along a pathway, EcoSmart’s Outdoor Fireplaces offer a wide range of stylish fire feature options. Made of steel and glass, the outdoor units are designed and built to withstand the outdoors. Though styled for outdoor use, they are just as attractive when used in an interior setting, enabling them to be relocated when the weather permits. Every season is a good season to enjoy EcoSmart Fire.
All our products are highly versatile and designed to be used in any number of ways with a myriad of materials. There are, of course, safety considerations when working with fire and we do have minimum clearance and room size requirements, as well as material requirements, which can be found within each product's Technical Specifications. Still not sure which EcoSmart Fire is right for you? Give us a call and one of our product specialists will be happy to help.
What are the burn times and cost per hour for a quart/gallon?
Burn times and costs per hour vary by burner and condition of installation. For accurate burn times based on your installation type, please contact EcoSmart on (888) 670 3674.
When will my order arrive?
Once you have received confirmation that your order has been shipped please allow 1-9 business days for transportation of your order.
Hazardous flammable materials (HAZMAT) require special handling, so please remember that your delivery will take just a little longer than normal deliveries.
What happens if my product fails after the official warranty period?
Please contact us at +1 (888) 590-3335 or via email at [email protected] for advice and troubleshooting. If you purchased from a retailer, please contact the retailer directly.
What if I have modified the product?
If the product has been modified or altered in any way, it will not be covered under warranty unless the modifications were approved in writing by MAD Design Group. However, we are happy to provide assistance with any issues you are experiencing.
What does warranty actually cover?
We offer a full two year warranty from date of purchase on stainless steel parts including raw, linished and powder coated. Mild steel including powder coated and chrome plated, concrete composite, glass, leather, fabric and MDF (painted or cement rendered) are covered for one year from the date of purchase.
Chips and scratches are not covered by warranty. Natural variation in color, texture and porosity may occur with Concrete Composite products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect.
What is your returns/exchange/refund policy?
In the event you change your mind about something you have ordered, a 15% restocking fee will be applicable. Unopened, unused, uninstalled items can be returned or exchanged for up 180 days following the date of purchase. Please note e-NRG bioethanol is not eligible for return.
Original freight costs are not refunded and items must be returned in their original packaging unless otherwise agreed by EcoSmart Inc in writing. If you no longer have the original packaging, replacement packaging may need to be sent at your cost, to be deducted from any credits or exchanges. Return shipping costs will be charged at their actual rate.
Credit notes, refunds or release of replacement items will be issued within 7 business days following the receipt and full inspection of the returned item.
What should I do if there is an item missing from my order?
If any items or parts are missing from your order, please contact our Customer Support Team via [email protected] or call us at +1 (888) 590-3335 within 7 days of receipt of your delivery. After the 7 day period, items cannot be reported as missing due to the limitations imposed by the carriers shipping the products.
What happens if my order is damaged?
In the rare occurrence that a product arrives damaged, please contact our Customer Support Team via [email protected] or call us at +1 (888) 590-3335 within 7 days of receipt of your delivery. After the 7 day period, the product cannot be reported as damaged due to the limitations imposed by the carriers shipping the products.
Please inspect your items at the time of delivery, note any damage to the packaging or items on the delivery receipt, and contact us as quickly as possible so we can resolve for you.
What happens if I am not home to receive the order?
Due to the COVID-19 Pandemic, we are not requiring a signature to ensure the health and safety of our customers and partner carriers. Therefore, your order will be left at your door and will require no-contact with the carrier.
Where do you deliver?
Online ordering is available only in the United States and Canada. Shipping is free unless otherwise noted. If shipping to Hawaii, Alaska, Yukon Territory, Northwest Territories, Nunavut, and Newfoundland, please contact us for a custom shipping quote.
If you are located in Mexico, Central or South America, we’d be happy to assist you and your purchase by phone. Please contact us at +1 (888) 590 3335.
If you are located in Nantucket, MA, we offer free shipping on e-NRG fuel to Cape Cod, MA. Buyer will need to coordinate shipping to Nantucket. For more information please contact us at +1 (888) 590 3335.
Will e-NRG ship with my EcoSmart Fire?
e-NRG ships separately from our St. Louis warehouse. If your order includes e-NRG and EcoSmart Fire, you will receive a separate confirmation for e-NRG. We do our best to closely align the delivery of each shipment so you can begin using your EcoSmart Fire immediately.
What delivery services do you offer?
In accordance with regulations, all deliveries must be via ground only (air transport is not permitted). Tracking information will be provided to you via email at the time of dispatch confirmation. Should an item be out of stock we will contact you via telephone or email to confirm. Please note that we can only deliver within the continental United States.
Standard shipping is to the door only unless otherwise specified on the order. Additional charges may apply if the delivery address is changed after the order has shipped, if specific delivery dates are requested, or if the delivery company is required to make multiple delivery attempts.