Frequently Asked Questions
Shipping & Delivery
How much does shipping cost?
Ground and LTL freight are free within the contiguous U.S. on orders $99 +
When will my order ship?
In-stock items leave our warehouse in 1–2 business days; custom burners 2–4 days.
Do you offer white-glove delivery?
Yes—email support@pureflameco.com for a quote.
Product Questions
Electric vs. Ethanol vs. Water-Vapor—what’s different?
Electric = LED flame; Ethanol = real flame, no vent; Water-Vapor = 3-D cold mist. See our Fuel Comparison page for details.
Can I recess an electric fireplace under a TV?
Yes—pick a recessed-rated unit and keep at least 8 in / 200 mm vertical clearance.
Orders, Returns & Warranty
How do I track my order?
Use our Track Your Order page.
What if I change my mind?
You have 30 days to return unused items. See Returns & Exchanges.
Is there a warranty?
Yes—minimum 1 year; electric fireplaces carry 2 years. Full terms on the Warranty page.
Installation & Safety
Do I need a professional installer?
Electric & Ethanol units can be DIY; gas or hard-wired units require a licensed pro.
Can I use ethanol indoors?
Yes, in rooms ≥ 200 ft² / 18 m² with a CO detector.
Fuel & Accessories
Where can I buy ethanol fuel?
Right here—see our Ethanol Fuel collection.
Which fire-glass size do I need?
Most burners use ¼″ glass; check your manual or email us for advice.
Need more help? Live-chat (lower-right bubble) or email support@pureflameco.com. We answer within one business day.