Frequently Asked Questions

1. Why should I purchase a gas stove, wood stove, gas fireplace or fireplace insert or other hearth product through Fireplace Village?
2. Where do you ship the gas stove, wood stove, gas fireplace or fireplace insert or other hearth product that I have purchased?
3. How do I arrange for installation of the gas stove, wood stove, gas fireplace or fireplace insert or other hearth product that I am purchasing?
4. Who will service my gas stove, wood stove, gas fireplace or fireplace insert or other hearth product if there are any problems?
5. How much will it cost for the installation of my gas stove, wood stove, gas fireplace or fireplace insert or other hearth product?
6. What is your return policy?
7. What if I do not want to work with the local Fireplace Village Certified™ dealer I am referred to?
8. What if the local Fireplace Village Certified™ dealer I'm referred to is too far away?
9. Is Fireplace Village’s service available nationwide?
10. What are Fireplace Village’s certification requirements for hearth stores or fireplace and stove shops to become a Fireplace Village Certified™ dealer?
11. Is there any possibility that the local Fireplace Village Certified™ dealer I'm referred to will not have the gas stove, wood stove, fireplace or fireplace insert or other hearth product that I purchased?
12. How do I contact Customer Service?
13. How can I be sure that your local Fireplace Village Certified™ dealer is qualified to install my gas stove, wood stove, fireplace or fireplace insert or other hearth product?
14. Why should I have my gas stove, wood stove, gas fireplace, fireplace insert or other hearth product purchase installed by a local Fireplace Village Certified™ dealer?
15. Do you sell gas stoves, wood stoves, gas fireplaces or fireplace inserts or other hearth products that could be installed in my bathroom, bedroom or kitchen?
16. Do you provide a warranty for my gas stove, wood stove, gas fireplace or fireplace insert or other hearth product that I purchase?

General Questions

1. I'm concerned about emissions from my wood stove or wood fireplace insert. How environmentally friendly are your wood stoves and wood fireplace inserts?
2. How can I use my gas stove, wood stove, gas fireplace or fireplace insert or other hearth product to reduce my heating bills?
3. Is a fireplace a good investment?
4. How can I determine which fuel type (gas, wood, pellet or oil) for my stove, fireplace or fireplace insert is right for me?
5. Can I replace my wood fireplace with a gas fireplace?
6. What is the difference between fireplace inserts and gas logs?
7. What is the difference between natural gas and propane?
8. How do I find a knowledgeable hearth professional?
9. How do hearth professionals achieve NFI Certification?
10. Will a gas fireplace operate during a power failure?
11. What is a direct vent fireplace?
12. What is the difference between a B-Vent fireplace and a direct vent fireplace?
13. What is NFPA 211?
14. What are the clearance requirements for installation of an antique wood stove?

Why should I purchase a gas stove, wood stove, gas fireplace or fireplace insert or other hearth product through Fireplace Village?
Fireplace Village is a full service online source for gas stoves, pellet stoves, wood stoves, gas fireplaces, gas fireplace inserts, wood burning fireplace inserts, pellet fireplace inserts, fireplace accessories and wood stove accessories. If you live in New England, you can buy your fireplace, wood stove or fireplace insert from Fireplace Village at discounted prices and we may be able to provide you with expert installation and service from a local Fireplace Village Certified™ dealer near you.

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Where do you ship the gas stove, wood stove, gas fireplace or fireplace insert or other hearth product that I have purchased?
You will have the opportunity to specify if you want your gas stove, wood stove, gas fireplace, wood burning fireplace, fireplace insert or other hearth product shipped directly to a local Fireplace Village Certified™ dealer or to another location as specified by you. If you select a location other than a local Fireplace Village Certified™ dealer, you will need to make sure that the recipient has the ability to take delivery of the gas stove, wood stove, gas fireplace, wood burning fireplace, fireplace insert or other hearth product, or additional shipping charges may apply.

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How do I arrange for installation of the gas stove, wood stove, gas fireplace or fireplace insert or other hearth product that I am purchasing?
You will need to make arrangements with a local professional for the installation of your gas stove, wood stove, fireplace, fireplace insert or other hearth product.  If you reside in New England, we will provide you with the contact information if we have a local Fireplace Village Certified™ dealer in your area, after you confirm the purchase of a gas stove, wood stove, fireplace, fireplace insert or other hearth product. Our local Fireplace Village Certified™ dealer will contact you to set an appointment for a site visit and subsequent installation of your purchase.

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Who will service my gas stove, wood stove, gas fireplace or fireplace insert or other hearth product if there are any problems?
Fireplace Village Certified™ dealers will service and support the products they install. If you purchase your gas stove, wood stove, fireplace, fireplace insert or other hearth product from AllFlame and it is installed by a Fireplace Village Certified™ dealer, you can count on your Fireplace Village Certified™ dealer to support and service your gas stove, wood stove, fireplace, fireplace insert or other hearth product.

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How much will it cost for the installation of my gas stove, wood stove, gas fireplace or fireplace insert or other hearth product?
A basic installation will typically cost between $300 and $600, depending on a variety of factors, while a more complex installation could cost more than $1,000, again depending on a variety of factors. While most Fireplace Village Certified™ dealers publish an installation and service price list, many factors are involved in determining the installation requirements and pricing for any gas stove, wood stove, fireplace, fireplace insert or other hearth product installation. This is why, in most cases, a Fireplace Village Certified™ dealer will come out to your house to conduct a site visit to determine the proper installation requirements for your gas stove, wood stove, fireplace, fireplace insert or other hearth product in your home. Please note that the running or hook-up of gas lines in most states must be performed by a licensed plumber.

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What is your return policy?
You may return items sold by Fireplace Village within 30 days of delivery for a refund. All returns require a Return Authorization (RA) number and custom orders are not returnable. For complete details about the return of a gas stove, wood stove, fireplace, fireplace insert or other hearth products purchased from Fireplace Village, review our Terms and Conditions.

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What if I don’t want to work with the local Fireplace Village Certified™ dealer I am referred to?
Contact CustomerCare@FireplaceVillage.net and we will work to make arrangements with another Fireplace Village Certified™ dealer in your area.

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What if the local Fireplace Village Certified™ dealer I'm referred to is too far away?
The details of your purchase of a gas stove, wood stove, fireplace, fireplace insert or other hearth product are routed to the closest Fireplace Village Certified™ dealer in our network. Although there may be specialty hearth dealers closer to your address, they may not be affiliated with our service.

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Is AllFlame’s service available nationwide?
Fireplace Village Certified™ dealers are located throughout New England and in selected cities nationwide. If we do not have a Fireplace Village Certified™ dealer located near you, we still offer shipping of all of our products but you will have to arrange for your own installation of the gas stove, wood stove, gas fireplace, fireplace insert or other hearth product that you purchased. Our largest concentration of Fireplace Village Certified™ dealers is in New England (Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island and Vermont). Across the country, we are always looking for additional qualified gas and wood stove and fireplace retailers with installation teams who have industry experience and are interested in becoming a Fireplace Village Certified™ dealer. If you do not reside in New England but want the installation service, contact our Customer Service Department at 1-800-366-9663 to see if we have a dealer near you.

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What are Fireplace Village’s certification requirements for hearth stores or fireplace and stove shops to become a Fireplace Village Certified™ dealer?
To become a Fireplace Village Certified™ dealer, a hearth store or fireplace and stove shop must (i) maintain an active fireplace and stove installation capability, (ii) employ an NFI certified professional, (iii) attend sales and technical training classes offered in the hearth industry, and (iv) be in good standing with the industry’s national trade association.

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Is there any possibility that the local Fireplace Village Certified™ dealer I'm referred to will not have the gas stove, wood stove, fireplace or fireplace insert or other hearth product that I purchased?
No. After you complete the purchase of your gas stove, wood stove, fireplace, fireplace insert or other hearth product from Fireplace Village, we will ship your complete purchase directly to the local Fireplace Village Certified™ dealer.

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How do I contact Customer Service?
Simply email CustomerCare@FireplaceVillage.net or call Fireplace Village toll-free at 800-366-9663.

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How can I be sure that your local Fireplace Village Certified™ dealer is qualified to install my gas stove, wood stove, fireplace or fireplace insert or other hearth product?
All of the local Fireplace Village Certified™ dealers are required to maintain full service operations with the ability to install and service the products they carry, including wood stoves, gas stoves, wood burning fireplaces and fireplace inserts. Most of the local Fireplace Village Certified™ dealers employ installation professionals with industry experience who are NFI certified.

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Why should I have my gas stove, wood stove, gas fireplace, fireplace insert or other hearth product purchase installed by a local Fireplace Village Certified™ dealer?
With the purchase of your gas stove, wood stove, fireplace, fireplace insert or other hearth product, you are choosing an appliance that can bring years of warmth and comfort to your home... if it's installed properly. Harnessing the beauty and warmth of fire for the home is not a do-it-yourself project or something you should necessarily trust to the lowest bidder. Proper placement, venting and protection from combustibles are very important considerations. Both for safety and performance, wood stoves, gas stoves, wood burning fireplaces, gas fireplaces, gas fireplace inserts, pellet fireplace inserts and other hearth products require considerable technical knowledge and skill in the designing and installation of them.

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Do you sell gas stoves, wood stoves, gas fireplaces or fireplace inserts or other hearth products that could be installed in my bathroom, bedroom or kitchen?
Yes. The Napoleon Park Avenue and the Napoleon Tureen are perfect for many kitchens and bathrooms. Did you know that, according to the National Association of Home Builders, the master bedroom is the most desired room to add a second fireplace or stove? The Napoleon Manhattan is perfect for most master bedrooms.

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Do you provide a warranty for my gas stove, wood stove, gas fireplace or fireplace insert or other hearth product that I purchase?
All of the products that we sell are backed by a manufacturers’ warranty. In the case of Napoleon gas stoves, wood stoves, fireplaces, fireplace inserts or other hearth products, the President's Limited Lifetime Warranty protects your fireplace for the lifetime of the original purchaser. Specific parts covered by the Lifetime Warranty include: the combustion chamber heat exchanger, stainless steel burner, logs, ceramic glass against thermal breakage, gold plated parts against tarnishing, porcelain enameled surfaces and aluminum extrusion trim. Wearable components such as blowers, gas valves, etc. will be warranted for the first year. During the first year, the warranty does provide a labor allowance for Napoleon authorized dealers only.

 

GENERAL QUESTIONS

I’m concerned about emissions from my wood stove or wood fireplace insert. How environmentally friendly are your wood stoves and wood fireplace inserts?
Residential wood burning stoves and wood fireplace inserts are now certified by the U.S. Environmental Protection Agency to produce as much as 90 percent less wood smoke emissions than uncertified wood burning stoves and inserts. While older uncertified wood stoves and fireplaces release 40 to 60 grams of smoke per hour; new EPA-certified wood stoves and fireplaces produce only 2 to 5 grams of smoke per hour. EPA certified wood stoves burn more cleanly and efficiently, save you money, reduce the risk of fire, and improve air quality inside and outside your home.

Stop wasting and start saving by upgrading to a low-emission hearth appliance! Woodstoves and fireplace inserts manufactured after 1992 are more efficient than old, uncertified woodstoves and produce approximately 70 percent less smoke. Clean-burning EPA certified units also use 1/3 less firewood for a comparable amount of heat. And, with gas or electric units, the numbers are incredible. The benefits are worth the limited time it takes to upgrade.

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How can I use my gas stove, wood stove, gas fireplace or fireplace insert or other hearth product to reduce my heating bills?
Fireplace Village recommends using a gas stove, wood stove, gas fireplace, wood burning fireplace, fireplace insert or other hearth product to heat rooms that are occupied the most. This will enable you to turn down the thermostat of the furnace, thereby decreasing your fuel bill. Zone heating can provide energy savings of 20-40 percent, according to the American Council for Energy Efficient Economy. By practicing zone heating with gas fireplaces, homeowners heat the room or living area where people spend the most time. This allows them to turn down the thermostat on their central furnace and use the gas fireplace as a supplemental heat source. As the central heating supply, furnaces distribute heat across the entire house including rooms that are not in use. From a financial standpoint, it makes sense to limit the furnace output whenever possible and heat the most frequently used rooms with a gas fireplace.

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Is a fireplace a good investment?
Fireplaces have a strong, positive effect on the value of a home. According to the National Association of Realtors, a fireplace adds about $12,000 to a home’s value! In fact, fireplaces rank among the top three features desired by buyers of new homes, according to the National Association of Home Builders (NAHB).

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How can I determine which fuel type (gas, wood, pellet or oil) for my stove, fireplace or fireplace insert is right for me?
Visit our handy fireplace resource guide with the pros and cons of each fuel type, whether you are purchasing a gas stove, wood stove, gas fireplace, wood burning fireplace, fireplace insert or other hearth product.

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Can I replace my wood fireplace with a gas fireplace?
Yes, a direct vent gas fireplace can replace a wood fireplace. You must also have access to a gas supply.

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What is the difference between fireplace inserts and gas logs?
A fireplace insert is a metal box that fits into the opening of a wood burning fireplace to increase its efficiency and enhance its look. Fireplace inserts can be in the form of gas fireplace inserts, wood burning fireplace inserts and pellet burning fireplace inserts. Gas log sets are hooked up to a gas line to reproduce the look of wood logs.

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What is the difference between natural gas and propane?
Natural gas is a lighter gas than propane. Liquid propane gas contains 2,500 BTUs per cubic foot, while natural gas contains 1,000 BTUs per cubic foot. It takes twice as much natural gas to reach the same BTU rate as propane. Natural gas enters your home through a pipeline from a local supplier and propane is stored in a tank. Both natural gas and propane are common fuels with which to heat gas stoves, gas fireplaces and gas fireplace inserts.

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How do I find a knowledgeable hearth professional?
As with other trades, an excellent indication of competence is an individual's training and testing. In the hearth products industry, the National Fireplace Institute® is the independent, nonprofit certification agency that produces professional training materials and conducts nationwide testing of technical knowledge and skills. All of NFI's activities are overseen by the Hearth Education Foundation, an independent non-profit organization.

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How do hearth professionals achieve NFI Certification?
NFI Certification means that an individual has passed a rigorous examination based on a training manual that has been reviewed by industry experts. The training manual for each hearth specialty is a comprehensive reference source for the fundamentals of that subject area, and includes essential topics such as combustion theory, fuel comparisons, safety code regulations, appliance design and sizing. Certification may be earned by hearth industry professionals in three hearth specialties: NFI Gas Specialist, NFI Wood burning Specialist and NFI Pellet Specialist. Certification is renewed every three years. NFI Certified Specialists have a dated certificate, wallet card, and are listed on the NFI Certified Internet list.

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Will a gas fireplace operate during a power failure?
Gas fireplaces with a standing pilot light will operate during a power failure because there is a continual gas supply.

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What is a direct vent fireplace?
A direct vent gas fireplace or direct vent gas stove is a sealed combustion appliance where air is drawn from outside and all smoke and vapor is vented directly outside. A direct vent unit may be in the form of a gas stove or gas fireplace.

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What is the difference between a B-Vent fireplace and a direct vent fireplace?
B-Vent gas stoves and B-vent gas fireplaces or stoves draw air from inside the home through ports in the firebox itself. Direct vent gas stoves and direct vent gas fireplaces draw air from outside through a pipe into a sealed firebox.

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What is NFPA 211?
NFPA 211 is the code set forth by the National Fire Protection Association for the construction of masonry fireplace chimneys and the installation of wood stoves in a masonry fireplace chimney. NFPA 211 contains provisions for chimneys, fireplaces, venting systems and solid fuel–burning appliances, including their installation. The standard applies to residential as well as commercial and industrial installations. The complete details of the NFPA Standards are available at www.nfpa.org.

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What are the clearance requirements for installation of an antique wood stove?
Installation guidelines for the antique wood stove are provided by the National Fire Protection Association. The NFPA standards are the basis for many local codes. Locate a wood stove or heater at least 36" from unprotected woodwork, other combustible materials or furniture. The addition of a heat shield or other protective devices reduces these distances to 18" from a combustible wall and 9" from a noncombustible wall.