Contact Information

For questions or assistance, you may call or email us anytime of the day. We strive to respond to all inquiries within twenty-four hours. Thank you for your interest in Real Flame®.

Real Flame®
Jensen Metal Products, Inc.
7800 Northwestern Avenue
Racine, Wisconsin 53406

Phone: 1.800.654.1704
Email: CustServ@realflame.com

Contact us by phone 24 hours a day at 1.800.654.1704
We are available from 8:00 am to 4:00 pm, central standard time. If calling outside of these hours, please leave a message and someone will call you back within 24 hours.

Contact us by email at custserv@realflame.com anytime.

Warranty and Return Policy

Warranty
  Jensen Metal Products, Inc., doing business as Real Flame®, warrants Real Flame vent-less fireplaces and accessories to be free from defects in parts and workmanship under normal use and service for a period of 90 days from the date of purchase. In the event of such defects Real Flame will, at its option, replace the defective product or refund the purchase price. The foregoing is the exclusive remedy and Real Flame disclaims all other warranties, including any implied warranty of merchantability or fitness for a particular purpose. In addition, Real Flame will not be responsible for consequential damages in excess of the purchase price of the product on which such liability is based. Electric fireplaces carry a one-year warranty on the electric firebox only.

Return Policy
  You may return your purchase within 90 days of receipt for a refund of the purchase price excluding shipping costs and a 15% restocking fee. Customers are responsible for return shipping unless we agree to accept an item as defective or damaged. We will refund original shipping charges only if we made a shipping error.

  All returned products must be 100% complete, adequately packaged in original packaging and in resalable condition. Products that have been assembled or modified will not be eligible for return. All items must be returned in their entirety, meaning all items included must be returned together, assuming they adhere to Real Flame's return guidelines and policy below.

  All returns will require a valid Return Merchandise Authorization number (RMA) issued by our customer service team at Real Flame. Please call 1-800-654-1704 to start your RMA process. Items returned without an RMA will not be considered for a refund. You have 90 days from the time you receive your shipment to request an RMA. The RMA will expire 15 days after it is issued and cannot be extended or re-issued. A valid RMA number must be written clearly on the shipping label or box. No refunds will be issued for incomplete or unauthorized returns.

  Refunds will be issued after items arrive in our warehouse and are inspected. It may take three to five weeks from the date we receive an item for your account to be credited. Real Flame reserves the right to refuse any returned product. Please refer to our return guidelines for further information.

Return Guidelines
1.) No returns will be accepted more than 90 days after you receive the merchandise. Unfortunately, we cannot allow any exceptions to our return policy.
2.) We will not accept damaged merchandise that was not inspected by the customer at the time of original delivery and was not reported or claimed within 48 hours of receipt. If the customer signs for delivery and does not report any damage to the shipping company, or to Real Flame, then it's the customer's responsibility to file a claim for damages with the shipping company.
3.) No returns or exchanges on discontinued items.
4.) All returned products will be inspected. Any item that is returned as defective and is found not to be so will be subject to a 25% handling fee as well as the restocking fee of 15% plus all shipping costs.
5.)If non-returnable items are sent back, no credit will be issued. The customer will be responsible for shipping charges. Items will be re-sent upon receipt of payment for shipping charges. Items will be deemed abandoned if we are not contacted within 30 days from the date we receive the merchandise.
6.) If a customer refuses to accept a shipped order without setting up an RMA, then the customer will be responsible for all shipping costs. Also, a 25% processing fee will be assessed with the standard 15% restocking fee.

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Real Flame® Frequently Asked Questions

Q: Do I need a chimney or a vent to install a Real Flame® Fireplace?

A: No.  All Real Flame® fireplaces are portable, ventless units that can be used in just about any room in your home or office. Real Flame® fireplaces are perfect for family rooms, living rooms, kitchens, great rooms, recreation rooms, dining rooms, bedrooms and even bathrooms – any place you want to add the warmth and ambiance of a cozy, in-home fireplace.

Q: How long will it take to assemble my Real Flame® fireplace?

A: After the parts are unpacked and ready to assemble, it should take an average of 30 minutes to assemble each unit. Easy to follow, step-by-step assembly instructions are provided.  Once the fireplace is assembled and in place, you’re only minutes away from enjoying your Real Flame® crackling fire.

Q: How does a Real Flame® fireplace work?

A: All Real Flame® fireplaces burn premium Real Flame gel fuel, the leading brand of jelled alcohol fuel on the market. Real Flame® gel is an environmentally friendly, non-toxic, clean burning gel that doesn’t leave soot or ashes behind – so there’s no messy clean up! Best of all, Real Flame® creates a bright yellow, orange and red flame that leaps and crackles just like a real wood fire. To light the gel fuel cans, simply peel off and save the outside label, remove the lid, insert the can behind the log set and light. It’s that easy!

Q: How long does Real Flame® gel fuel burn?

A: Each can of Real Flame® gel fuel is designed to burn for up to 2 ½ to 3 hours long, just like a regular wood log. If you wish to create a fire for a shorter period of time, simply extinguish the flame and re-cap the can.  Re-use any remaining gel fuel for your next fire. For each fire, you may use one to three cans of gel fuel at a time, depending on the size of fire you wish to create.

Q: Where should I store my Real Flame® Gel Fuel?

A: Real Flame® gel fuel is best stored in a cool and dry place in your home, away from open flames, sparks or flammable materials. It is recommended that Real Flame® gel fuel be used within twelve months of receipt.

Q: Can I use my Real Flame® fireplace to heat my home?

A: Although Real Flame® is not designed to be used as a heating source, each can of Real Flame® gel fuel generates approximately 3,000 BTUs per hour when burning. This will create a noticeable warming in a standard-sized room.