Wood Burning Fireplaces:
For further assistance, please call our Customer Care Center at 1.800.762.1142.
Wood Burning: Can I use manufactured logs?
Absolutely,our wood burning outdoor fireplaces are designed for normal wood logs, and manufactured wood logs (i.e. Duraflame® logs). Due to the chemical make-up of manufactured wood logs it is possible that this may cause rusting and deterioration quicker than normal wood logs.
Duraflame® is a registered trademark of Duraflame, Inc.
For further assistance, please call our Customer Care Center at 1.800.762.1142.
Wood Burning: I have excessive smoke coming from my unit. What causes this and how can it be controlled?
There are a couple of reason why you have excess smoke:
- New products, especially firehouses, there needs to be an initial burn of about 30 minutes. This allows any excess materials from the manufacturing process to burn off.
- The type of fuel you use can also determine the amount of smoke produced. Generally, the drier the fuel you use, the less smoke there will be. Manufactured wood designed for outdoor use can also reduce the amount of smoke produced.
- The amount of wind around the unit can affect the quantity of smoke produced. The more wind there is generally means more smoke will be produced.
For further assistance, please call our Customer Care Center at 1.800.762.1142.
Wood Burning: Why won’t the smoke go up the chimney of my firehouse?
Your product is designed to pull air up through the chimney. Make sure that the chimney is clear of any obstructions that can cause poor ventilation. Excessive wind conditions may cause some smoke not to go up the chimney.
For further assistance, please call our Customer Care Center at 1.800.762.1142.
Wood Burning: Why does my product rust?
Most of our products are made from non-stainless steel.
Products made from non-stainless steel will rust over time. Rust is the result of the oxidation of iron in the presence of water and oxygen. Your product has a pre-painted or powder coated finish applied to the steel, but over time and with usage, this finish may deteriorate. For best results, please perform routine maintenance on your product - see manual for cleaning instructions, and use a high quality cover if storing the unit outside.
Stainless steel items do not "rust" as you think of regular steel rusting with a red oxide on the surface that flakes off. Stainless steel will turn a yellow color over time. This is a natural occurrence due to the heat of the fire on the stainless steel. This can be reduced by using a high quality stainless steel polish.
If you do see some red rust it is probably due to some iron particles that have contaminated the surface of the stainless steel and it is these iron particles that are rusting. Commercially available "pickling paste" can also be used. See "Care and Cleaning of Stainless Steel" for more information.
For further assistance, please call our Customer Care Center at 1.800.762.1142.
Wood Burning: Is rust covered under warranty?
No, rust is not covered under your manufacturer’s warranty. This warranty is only for defective parts. Lack of routine maintenance is the most common cause of rust. This can include:
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not removing all the dirt from your stainless steel
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not thoroughly rinsing your stainless steel after washing, and leaving some soap behind
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not thoroughly drying your stainless steel
For further assistance, please call our Customer Care Center at 1.800.762.1142.
Wood Burning: Can I return this to the store?
Please do not return the product to the store. Please call Customer Care at 1.800.762.1142 for assistance.
For further assistance, please call our Customer Care Center at 1.800.762.1142.
