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@jensencompany.com

Contact us by phone 24 hours a day at 1.800.654.1704
We are available from 8:00 am to 4:30 pm, central standard time. If calling outside of these hours, you may place an order or leave a message with our live answering service.

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

Warranty and Return Policy

Ninety-Day Warranty: The Jensen Company 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 date of shipment. In the event of such defect in parts or workmanship, Jensen will, at its option, replace the defective product or refund the purchase price to the extent of the defective product’s replacement cost. The foregoing is the exclusive remedy and The Jensen Company disclaims all other warranties, including any implied warranty of merchantability or fitness for a particular purpose. In addition, The Jensen Company will not be responsible for consequential damages in excess of the purchase price of the product on which such liability is based.

Replacement Parts: Replacement parts are available for most units. Occasionally, parts may arrive damage due to mishandling during shipping. If you are in need of a replacement part, please contact our customer service department with the fireplace model number and part number needed. We will ship out a replacement part due to shipping damage at no charge.

Returns: Please inspect all items immediately after receiving. We hope you will be completely happy with your purchase. If you find within 15 days of receipt of your product that you do not wish to keep it, you may return it unused by following our return procedure. Shipping charges are not refundable unless the return is a result of our error. Return freight charge are the responsibility of the buyer.

All returns must be authorized. Product that has been used may not be returned. A 15% restocking fee will be assessed on returned merchandise to compensate for repackaging, warehousing and administrative labor. The return procedure is listed below. For specific questions relating to returns or warranty, please contact Customer Service department toll-free at tel. 800-654-1704.

Step 1: Contact Customer Service department by phone or email to receive your Return Merchandise Authorization number (RMA#). The RMA# is necessary for all returns. Please indicate a reason for the return so we can better meet customer needs in the future.

Step 2: Note your RMA# on the packing slip and repack the item in the original packaging. Be sure to include your packing slip with the returned product.

Step 3: Include your RMA# on the outside of the box and ship the package back to us via common carrier. Please provide us with the tracking number for your shipment.

Step 4: We will contact you when the package has been received and inspected. Provided a satisfactory return, we will credit your account for the returned merchandise less the applicable restocking charges.

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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.