Fireplace Cuddle

Help Center

All You Wanted to Know And More

Need assistance? Before picking up the phone, check out our answers to some of the most frequently asked questions below. If you can’t find the answer to your question here, contact us.

ARE YOU OPEN ON SATURDAYS?

We are open from 10:00-3:00 during Fall/Winter months and 10:00-1:30 during Spring/Summer months.

WHICH PAYMENT METHODS DO YOU ACCEPT?

We accept cash, check and any major credit card companies such as Visa, Mastercard, Discover, & American Express.

DO YOU OFFER FINANCING?

Yes. We offer special financing to those who quality. Ask your sales associate for more information on qualifications.

WHAT PRODUCTS DO YOU INSTALL?

Fireplace and Outdoor Living Supply only installs products we sell, such as fireplaces, inserts, gas log sets, wood stoves, and grills. We do not install any products brought outside of our retail locations.

DO YOU OFFER FIREPLACES FOR BEDROOMS?

Yes, certain models are bedroom approved - this varies by manufacturer - refer to the product brochure and manual.

MY REMOTE IS NOT WORKING, WHAT SHOULD I DO?

You may need to change the batteries (in both receiver and remote), re-sync your remote to your receiver, or you may need a new remote/receiver yet. There is a video on the home page showing how to properly set your remote up. Click here for instructions on installation and operation. Click here for trouble shooting.

CAN I SHUT THE PILOT OFF IN THE SUMMER?

Yes, but prior to lighting in the Fall it is suggested that you clean the pilot head and gently blow compressed air through the pilot assembly to remove any dust or spider webs that may have accumulated over the Summer. If your fireplace has a remote, you may want to replace the batteries with fresh ones when re-lighting the pilot for the Fall/Winter season.

HOW CAN I CLEAN THE GLASS?

Wood Burning: There are specific cleaners made to remove soot and creosote build up. The best way to prevent dirty glass on wood burning stoves is to burn dry seasoned hardwood. (Keep your wood covered at all times and burn wood that has set for a year) Generally oak, hickory, and maple provide the better burns.
Direct Vent Fireplaces: There are specific products made to clean gas fireplace glass. It is NOT recommended to use an ammonia based cleaner.
We carry glass cleaning products for both wood and gas products.

IS DIRECT VENT, VENT-FREE, VENT-LESS, AND UNVENTED THE SAME?

No. Direct vent requires direct vent pipe for proper installation and venting to the outside. The appliance will indicate which brands of direct vent piping is approved for use with your appliance. Vent-free, vent-less and unvented are all the same. These products require no venting and are approved for instillation as local codes permit. These products may be installed in accordance with the manufacturers instructions. These products may not be converted from one gas type to another. They must be ordered according to the type of gas you have in your home - natural gas or propane (LP).
"Vent-free, vent-less, and unvented" all refer to a specific product that, by design, does not require any venting to the outside. These products have specific installation requirements and must be strictly adhered to for safety.

CAN A WOOD BURNING FIREPLACE BE CONVERTED TO GAS?

Usually they can, however there could be some restrictions due to the type of wood burning fireplace you have. You have the options of adding gas logs, gas inserts, or putting a gas stove on your hearth if space permits.

WILL MY GAS FIREPLACE WORK DURING A POWER FAILURE?

Most gas fireplaces and gas logs use millivolt valve system which require no electricity and will operate without electricity. Optional fans and/or lights within the fireplace will not work as they require electricity to operate. Battery operated remotes will also function without electricity.

I AM REMODELING AND WOULD LIKE TO ADD A FIREPLACE. CAN I DO THAT?

Yes. Depending on the room and local codes, you may add either a vent free, direct vent, or wood burning fireplace. Each would need to be installed according to manufacturer instructions and local codes.

MY HOUSE IS ALL ELECTRIC. CAN I STILL HAVE A FIREPLACE?

Yes. There are electric fireplaces available. Or if you prefer wood or gas, you would need to decide which you would prefer and what cost is involved to do so.
For wood burning you would need, preferably, an outside wall for construction of a chase. For gas you would need to have gas available through your local utility company or be prepared to purchase an appropriately sized propane tank, usually no less than 100 gallons. Operating gas logs or fireplaces off of a 20 pound gas cylinder is not recommend and does not meet national fuel gas requirements.

CAN I BURN MY GAS LOGS WITH THE DAMPER CLOSED?

If your logs are vented - no, absolutely not. If you have vent-free logs, the manufacturer allows you to burn them with your damper closed, however, some local codes and municipalities require a damper stop keeping the damper slightly cracker. Check your owner's manual and local codes.

HOW OFTEN SHOULD I HAVE MY CHIMNEY CLEANED?

A yearly inspection by a qualified chimney sweep is strongly recommended for wood burning stoves, inserts, and fireplaces. If you burn dry seasoned hardwood, your chimney will stay cleaner but a yearly inspection is still recommended.

HOW DO I LIGHT THE PILOT?

Refer to the owner's manual for the product you have - generally, you will depress the knob on the valve rotating to pilot position, push in, and ignite - depending on how long the pilot has been out, it may take a few seconds for the gas to travel through the gas line to the valve. It is recommended that you clean the pilot head prior to lighting. There is also a "How To Relight Your Pilot" video on the home page.

HANDY MEASUREMENTS AND GENERAL INFORMATION FOR PARTS ETC.

For gas logs and inserts - the footprint of the fireplace (front opening width, rear wall width, height of the front opening and back wall, depth from front opening to back wall). If you are looking for parts - a model number, manufacturer's name, serial number, and date code are most helpful to determine parts availability. This information is helpful when trying to match a wood burning fireplace with gas logs, inserts, or doors. For gas grills - manufacturer, mode, and serial number are most helpful to insure getting the correct parts.

I JUST TRIED TO LIGHT MY GAS GRILL AND IT WOULDN'T LIGHT.

If your grill is a propane cart mode, did you check your tank to be sure you had propane? If natural gas, check the manual shut-off on the fuel run to be sure it has not been turned off. If fuel is not the problem, your valves may have frozen up and need replacing. Or if you are using an ignitor, depending on the type you have, the battery may need to be replaced or the ignitor may need cleaning or replacing.