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.

Download Assembly Instructions

Click on Model Number

Model 1300 Heritage

Model 1300-C

Model 1350 Heritage Corner

Model 1600

Model 1800 Pillar

Model 1850 Pillar Corner

Model 2000 Brickwood

Model 2609-R Deluxe Log Set

Model 2610-R Convert to Gel Log Set

Model 3400

Model 3800MG

Model 3900MC

Model 4097 Electric Firebox

Model 4097 Install

Model 4200 Tiffany

Model 4600 Andrea

Model 4650 Andrea Corner

Model 4900

Model 5100 Arched Carthage

Model 5400 Oxford

Model 5500 Michelle

Model 5550 Michelle Corner

Model 5700 Elizabeth

Model 5800 Richard

Model 5850 Richard Corner

Model 6200 Bella

Model 7100 Ashley

Model 7200 Madison

Model 7800 Carolina

Model 8000 Pristine

Model 8400 Victoria

Model 8500 Metropolitan

Model 9000 Liberty

Model 9100 Canterbury

Model 9200 Camille

Model 9800

Model G1200 Fresno

Model G8600 Silverton

Model G8700 Frisco

Model L6700 Gabrielle

Model L7300 Kirkwood

Model L7400 Berkshire

Catalog Request Form

Fill out form to request a catalog. (* is required)

Real Flame® Frequently Asked Questions

Q: How long does it take for you to deliver? (Can you ship overnight?)

A: All Items for by UPS ground. 5-7 Business days. No overnight shipping.

 

Q: How long will it take to assemble the fireplaces?

A: On average it takes anywhere from 1-2 hours from start to finish.

 

Q: Where is the delivery coming from? (What state? City?)

A: We ship from Racine, WI.

 

Q: I’m interested in selling your product, how do I get started?

A: Please email sales@realflame.com with your company information.

 

Q: Where can I buy your product locally?

A: Real Flame sells to independent Gift, Garden, and Hardware stores. Please feel free to check your local stores.

 

Q: Can I cook food over the flame?

A: No it is an alcohol based product, so we do not suggest it using it to heat/cook foods.

 

Q: How many sq ft does the fireplace heat up?

A: Each can heats up to 3,000 BTUS, 3 cans=9,000 BTUs. It all depends on how big the room is. If it is a 10x15 room, it will increase by about 4 degrees.

 

Q: How long does each burn last?

A: 2101 (13oz cans) - 2 ½ to 3 hours,2122 (7oz cans)-1:45 to 2 hours, 2216 (Ventless fireplace fuel)- depends on the item you are using it in. Can last anywhere from 1 hour to 3 hours.

 

Q: Is this UL approved?

A: The Real Flame electric firebox is UL listed.

 

Q: Which fuel do I need for my Real Flame product?

A: The Real Flame Gel Fireboxes use the 13 oz cans. Also, the 13oz cans can be used in all the log sets and the fire columns. Most of the personal units use the 7oz cans, with the exception to the model 430, which uses the 13 oz cans.

 

Q: I do not live in the USA, how do I get your product?

A: Unfortunately, we only ship to customers who are located in the USA. If you are in Canada, please visit our sister website at www.ecomat.ca. If you are in Europe, please visit www.realflame.pl

 

Q: Where is your showroom?

A: Unfortunately, we do not have any showrooms. But we do have many independent stores that have our products. Please feel free to check with your local furniture stores.

 

Q: How much is your fuel? Do I get a discount for ordering two or more cases?

A: You may find the pricing for the fuel located in the description area under the pictures in the Real Flame Gel Fuel Tab.

 

Q: Can I use the electric firebox with just the flame on with no heat?

A: Yes, you do have the choice to have the Flame on without the heat settings.

 

Q: Can the Real Flame Ventless Fireplace Fuel be used in my Fire pot?

A: Real Flame Ventless Fireplace fuel can NOT be used with any fire pots. Ventless Firepalce Fuel is only to be used with the following Real Flame fireplaces only- Model 705, 7000, 530, 802, and 803.

 

Q: Are the gel fireboxes interchangeable with the Electric fireboxes?

A: Yes, the electric and gel fireboxes are interchangeable with all Real Flame mantels.

 

Q: Can I order a fireplace and just pick it up from you?

A: No, we are online based business, so all of our sales need to be shipped out.

 

Q: Where can I store my fuel? Shed out back? Garage?

A: Garage? We suggest you store the Real Flame Fuel in a cool, dry place. Do not store in extreme temperatures, as this may decrease the life of the fuel.

 

Q: Can I get a brochure (catalogue) of your product?

A: We do not have brochures on the product line, however you may browse the website for all our models.

 

Q: My fuel is old..What do I do with it now? Where do I dispose of it?

A: Real Flame gel fuel has a shelf life of about a year to a year and a half from the date of purchase. If you fuel is older than that, we suggest to take it to your local facility that takes used paint cans.

 

Q: Why can’t I use a different fuel?

A: Real Flame products are safety tested with Real Flame gel fuel only. Use Real Flame gel fuel as directed in approved Real Flame fireplace products only. Use of any other fuel other than Real Flame in Real Flame products could result in severe burn hazard, property damage or even death.