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Frequently Asked Questions

General Information

Are gas fireplaces safe?

Yes! all of our gas fireplaces must have the ability to shut off the flow of gas if there is no flame to burn it off. This is where the self generating millivolt system comes in. The millivolts energize a magnetic coil within the gas valve which holds the valve open. Should the pilot flame extinguish, the millivolts will stop generating, releasing the coil and closing the gas valve. Every Napoleon fireplace we manufacture is tested prior to shipping to ensure a 100% effective system.

Are Vent free products legal in Canada?

Vent free gas fireplaces, gas stoves and log sets are not legal for use in Canada.

Can I buy a Napoleon Fireplace direct from the factory?

Unfortunately, no. All of our fireplaces are sold through dealers who are trained to provide you the very best service available. Our Napoleon dealers will ensure that your fireplace is best suited to your needs and that it is installed and serviced properly. NOTE: You can use the ‘Buy Now’ in the navigation bar to find your nearest Napoleon Dealer.

Can I purchase parts directly from Napoleon?

Replacement part orders need to be placed through a local dealer, as we do not sell directly to our consumers. Please use the ‘Buy Now’ in the navigation bar to find your nearest Napoleon Dealer.

Can I remove the safety screen from my fireplace?

No. The safety screen cannot be removed from the unit. The law states that all units manufactured since 2015 must have a safety screen. We want to ensure that you and your family are safe, as the glass on the fireplace can become very hot.

Can I use media kits from different fireplaces?

Unfortunately, no. Media kits and other items are tested and certified for specific appliances. If that media kit/element is not listed as an option for the product, you will not be able to use it.

How important is the quality of pellets I use in my pellet stove?

Pellet quality is important. Wolf Steel Ltd. Pellet Appliances have been designed to burn premium hard or soft wood pellets only. Do not use any other type of fuel such as fire logs or fire starting pellets. The performance and heat output of the pellet appliance is directly related to the quality and moisture of the pellets. Store pellets in a cool dry area to prevent moisture absorption. If the fuel does not comply with this standard, the appliance may not operate as designed. We recommend the use of premium grade (1% ash content) for longer appliance life and less frequent cleaning.

How much fuel do fireplaces consume and how much do they cost to operate?

This is easily calculated provided that you have the local price of the fuel to be used. 1 cubic foot of natural gas will produce *1000BTU per hour, 1 litre of propane will produce *29,059 BTU per hour and 1 US Gallon will produce *110,000 BTU per hour. (*values may vary slightly, depending on location) The BTU of the fireplace is divided by the BTU value of the fuel to determine the amount of fuel consumed per hour. Example: A natural gas fireplace that has an input of 30,000 BTU per hour consumes 30,000 / 1000 = 30 cubic feet/hour. If the price of natural gas is .35 cents ($0.0035) per cubic foot then 30 cubic feet x .35 = 10.5 cents ($0.105). Therefore the cost of operating one of our 30,000 BTU Natural Gas Fireplaces such as the new GDS28 Gas Stove for one hour is 10.5 cents.

I would like to put a TV above my fireplace, can I do this safely?

When it comes to putting a TV above the fireplace, we would suggest contacting the manufacturer of the TV to find out the clearances that should be met. Regarding some of our gas fireplaces, there is a section in the manual for TV clearances that we have tested to ensure the TV will not melt if installed as per the manual.

Is my wood unit EPA certified for 2020?

You can find out if your unit is certified for 2020 by looking on the front page of your manual.

I’m trying to locate my rating plate and serial number, but I cannot find them. What do I do?

Electric fireplaces the rating plate will be located on the back of the unit. The serial number will be on the box, back of the unit, sticker located on the outside of the box, and on the front of the unit behind the glass. For gas fireplaces, the rating plate is located in the valve area on a red/white laminated card. The serial number will be on the box and the front page of your manual if you removed the sticker from the box and put it on there. When it comes to wood fireplaces the rating plate is located on the back of the unit on a metal plate. If the unit is an insert it will be located on either sides that open, or by opening the door and looking for a screw on the bottom left hand side that has a plate that pulls out. The serial number will also be on a sticker on the outside of the box.

What should I consider when choosing a fireplace?
  • Visit our Learn and Inspiration areas to help you find the best fireplace for your home and lifestyle. There’s fantastic information about the different types we offer. Stay up to date with our innovations in fireplace technology and even read interesting articles about fireplaces, home decor, and lifestyle that you won’t find anywhere else.
  • Location of the fireplace:
    • The size of the room. High heat output models will heat a small room quickly but may, as a result, be turned off more often than a lower heat output unit.
    • Basements are normally colder and therefore heat output and appearance are both important.
    • For the main floor, the overall appearance may be more important than a high heat output. You may want to explore fireplaces that can direct heat to other rooms, or even direct the heat outside. To learn more, explore our Dynamic Heat Control section (within the Learn area).
  • Direct Vent Fireplaces can be installed almost anywhere in your home as they don’t require a pre-existing chimney to vent them. Many can be built into a surround of combustible materials when using a zero-clearance liner. Please consult with your Napoleon Dealer or a professional installer to ensure that materials are correct for the installation.
Where do I find the emissions on my wood unit?

The emissions can be found on the front page of your manual.

Where is the best place to locate a thermometer on a wood insert or wood stove?

When placing a thermometer on your Wood Insert, the best place would be above the door on the left-hand side. This will not give you the exact temperature as it is not located on the stove pipe, but it will give you an approximate. For Wood Stoves, the best place would be directly on the stovepipe about 18 to 24-inches from the top of the Stove.

Who services Napoleon Fireplaces and how often should they be serviced?

Navigate to our Buy Now page in the navigation bar and use the dealer locator tool to find your closest local Napoleon Dealer. They are there to answer all of your questions, ensure that your fireplace is properly installed as well as providing a regular service program to protect your investment.

Napoleon recommends an annual inspection of your gas fireplace or gas stove and that you call the store directly if you are requiring servicing. The requirement of annual inspection and/or service is stated in the National Fuel Codes for Canada and the United States.

Why doesn’t my flame look like the one in the pictures on your website?

There are many different reasons the flames will not look exactly like the website. The fuel type, the venting, the location of the fireplace, and where you live, along with many other factors can alter the flame appearance when comparing fireplaces in your home versus the images displayed on our website.

Will a Napoleon Gas Fireplace operate during a power failure?

Yes! All our gas fireplaces incorporate a self-generating millivolt system that operates independently from any outside electrical current. Only accessories such as blowers rely on house current for power and our fireplaces do perform effectively, even without them. If you have an electronic ignition unit you will need to put batteries in the back up in order for it to function as intended. Once the batteries are in the back up you will need to turn the fireplace on like you normally do!

Will the blower increase the heat output of our fireplaces?

The blower is there to circulate the air around the fireplace, depending on what type of front you have on the unit, it will depend on whether you can feel the heat output from the blower.  The blower is intended to keep the cavity of your fireplace cooler. Please note the blower will not increase the BTU output on the unit.

Maintenance

Can I install my new gas fireplace or wood stove myself? I’m very qualified to install this unit, why can’t you just tell me how?

All of our Napoleon fireplaces need to be installed by a licensed technician, as it will void the warranty on your unit if it is not. We want to ensure the unit is installed to manufacturing specifications to ensure the safety of you and your family.

I found an electric fireplace online, but it is not listed on your website?

We manufacture exclusive electric fireplace models for big box stores at a special rate. Please ensure you are reviewing the specifications and features for these specific units.

We just purchased a fireplace and there is a smell coming from the unit (not a gas smell) but an odor?

When lit for the first time, the fireplace will emit an odor for a few hours. This is a normal, temporary condition caused by the "burn-in" of paints and lubricants used in the manufacturing process (once burned in, this will not occur again). You will need to burn the fireplace continuously, without interruption, for a period of no less than 8 hours with the adjustable flame control set on high. If you have a blower you will need to make sure it is turned off as it inhibits the curing process as it cools off the surfaces it is blowing air across.

What products should I use to clean the glass on my fireplace?

Please do NOT use regular window/glass cleaners on fireplace glass.
We recommend using a clean, dry cloth and buffing lightly with a non-abrasive cleaner, ensuring you remove all the cleaner from the glass. Most dealers, hardware stores, and big-box stores sell a specific fireplace cleaner.

To find your closest local dealer, click on the Buy Now button in the menu, and use the dealer locator tool to find your closest local Napoleon Dealer.

Troubleshooting

Can I use an extension cord with my electric fireplace?

We highly recommend that you do not use an extension cord to plug in your Electric Fireplace. Napoleon Electric Fireplaces need to be plugged directly into the wall, on their own dedicated circuit with 15 amps.

My remote won’t sync with the receiver and/ or function anymore?

Upon changing the batteries in the remote and the receiver, it may be necessary to replace the remote system. Remote systems are warrantied for one year. Please do the following prior to replacing the remote system: When changing batteries in the remote or receiver you will need to resync the system. You need to have the remote turned off, as well the receiver in the off position. Put the receiver in the remote position, the system will flash and/or beep. Press the on button on the handheld remote for two-three seconds and the receiver should flash and/or beep. This will indicate it is synced. Turn the remote off, then on and you should be good to go!

Upon changing batteries I now have a lock symbol on my remote, what happened?

You will need to look for the switch that has a lock/unlock key in the battery compartment as you may have put the child lock on.

Upon changing batteries in my hand held remote the screen is no longer working but was before changing them, what happened?

There is a possibility that the battery nub on the end of the battery is smaller. You can take a butter knife and stretch out the springs, so it makes full contact.

Why do I need a dealer/technician to troubleshoot my appliance? Why can’t I just change parts myself?

When it comes to a gas appliance or electric units, we need to ensure your safety. This is the reason why we need to troubleshoot with a qualified technician. This is also why if parts are required to be changed, we advise that a qualified technician change them.

Warranties

My unit has a limited lifetime warranty, why aren’t all my parts covered?

When it comes to warranty certain parts are covered for the original homeowner for as long as they own the appliance, but as stated it is a limited lifetime warranty meaning only some parts are covered under this.

What are Phazer Logs? How often do Phazer Logs need replacing?

Phazer® logs never need to be replaced. They are produced by a unique process where ceramic fibers are melded together in a variety of log shapes. They are hand painted and accented to create the most realistic looking logs in the fireplace industry.

The properties of the ceramic fibers allow the logs to withstand the extreme temperatures of the fireplace. It is for this reason that our Phazer® logs are guaranteed for life. Our logs are covered under warranty against manufacturing defects. If a log is broken or damaged due to improper placement, that would not be considered warranty.

How do I submit a warranty claim?

Please visit a licenced Napoleon Fireplace Dealer who will submit the warranty request for you.
To find your closest local dealer, click on the Buy Now button in the menu and use the dealer locator tool to find your closest local Napoleon Dealer.

How long is the warranty for my fireplace? What does the warranty cover?

All warranty details are listed in the manual that you received with your unit. Certain parts of the unit may be covered for different durations. Your product manual will state exactly what is covered and for how long.

We just received our fireplace and there are damaged parts, what do we do?

When it comes to damaged items (or complete unit) you have 30 days to contact your dealer who will submit a claim with Napoleon or process a shipping claim on your behalf.

We just received our fireplace and there are missing items.

When it comes to missing items, you have 30 days to contact your dealer so they can submit a claim to get you the missing items as soon as possible.

Definitions

What are BTU’s?

BTU’s (British Thermal Units) are a standard of measurement which represent the heat value of any type of energy used to create heat. The amount of fuel that a fireplace will consume per hour is calculated with the BTU value of the fuel it uses to determine the input of that fireplace. BTU values of any type of energy are determined by the actual amount of heat required to increase the temperature of one pound of water, by one degree Fahrenheit.

What does zero clearance mean?

The term Zero Clearance indicates that the particular fireplace can be enclosed using combustible materials. Depending upon the limitations of a specific zero clearance fireplace, These combustible building materials may allowed to be installed against the body of the fireplace without fear of combustion or heat damage. However, some fireplaces may require installation using non-combustible materials such as metal studs and framing for the parts of the enclosure in the immediate vicinity of the fireplace. Please have a professional install your fireplace following the parameters presented in the installation instructions to ensure that it is installed using the correct materials. Zero Clearance does not mean that you can place objects like furniture in front of or against the front of your fireplace. Furniture and curtains, etc. should remain at least 48-inches from the front of your fireplace for safety.

What is a B vent or natural draft gas fireplace?

These type of fireplaces do not have a sealed combustion chamber and relies on the buoyancy of hot gases to vent effectively. They must be installed either with an existing chimney that meets the local building code standards or they can be installed using a B vent which is a vent pipe that must be installed to the same parameters of a masonry chimney but can be enclosed in combustible material. They draw air (oxygen) necessary for combustion from the area surrounding the fireplace. The combustion by-products or flue gases are hot and naturally rise up through the chimney which provides a route for these hot gases to escape from the house. As the fireplace continues to vent these flue gases up the chimney, the walls of the chimney heat up, which allows the flue gases to retain more of their temperature and buoyancy thereby increasing the speed with which they exit the chimney.

What is a direct vent fireplace?

Direct vent is a term used to describe a specifically designed fireplace that performs differently from the traditionally vented fireplace which use a chimney. This type of fireplace has a completely sealed combustion chamber which allows it to vent directly out a side wall of the home. One of the benefits of this type of design is that it must draw air necessary for combustion from the outside since the sealed combustion chamber does not allow air to be drawn in from around the fireplace. The co-axial vent system has the exhaust pipe within the air intake pipe which protects any surrounding combustible material from the high temperature of the flue gases as well as preheating the outside air prior to it being introduced to the combustion process.

What is a vent free gas fireplace?

Vent free fireplaces are fireplaces that do not require any type of vent system. Instead, they are designed to burn clean and the combustion by-products allowed to flow into the room the fireplace is located in. Stringent requirements ensure that these fireplaces not only burn cleanly, but that they are located in rooms of sufficient size to ensure an adequate supply of fresh air is always available for the combustion process. A highly sensitive sensor is employed to turn off the gas to the fireplace should the level of oxygen within the area begin to deplete. The most obvious benefit of this type of system is that no heat is lost through the venting system making the fireplace virtually 100% efficient. Currently, these type of gas fireplaces can only be installed in some areas of the United States. They are not approved for use in Canada.

What is AFUE?

Annual Fuel Utilization Efficiency is also determined by the results of some specific test conditions but these results are further calculated with other influences such as average daytime and nighttime temperatures, heat loss due to the standing pilot and from cold start up. All sorts of data is calculated to provide the overall average efficiency of the fireplace throughout the year.

What is radiant heat?

Radiant heat is transmitted from a heat source via rays just like rays of sunlight. These rays pass through the air without heating it since only solid objects can absorb the heat they transmit. Dark colours absorb more radiant heat than lighter colours which reflect more of it. This is why light coloured clothing is cooler than dark coloured clothing. All our Napoleon Fireplaces are designed to generate radiant heat into your living room.

What is the Phase 2 Low Mass?

EPA’s Phase 2 Low Mass voluntary qualification, not to be confused with, EPA’s Wood heater new source performance standard, is an EPA program specifically designed for low mass fireplaces. This voluntary program is not a requirement for low mass fireplaces, and it is the manufacturers discretion to qualify the appliance.

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We're here to help! For servicing, installation and parts please contact an authorized Napoleon Dealer. If you need to ask us a question about your Napoleon product, please complete the form and a Napoleon customer service representative will get back to you shortly.

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