FAQs

Q: I'm interested in selling your product. How do I get started?
A: Please email sales@realflame.com with your company information.

Q: I live locally. Can I pick up my product directly from your office?
A: Our ventless fuel is the only product you can pick up. Please call to schedule an appointment. All other products must be shipped.

Q: How long does delivery take? Can you ship overnight?
A: All items ship via ground and should arrive within 5 to 7 business days. We cannot ship overnight.

Q: Do you ship outside the United States?
A: We only ship to consumers in the continental United States. We ship to retailers in the continental United States and Canada and to Mexico via freight forwarder programs only.

Q: Where is the order shipping from?
A: We ship from Sturtevant, WI.

Q: Are any of your products certified?
A: Yes, our electric fireboxes are CSA, UL and/or ETL certified; our propane and natural gas products are CSA  certified.

Q: My fireplace or furniture arrived with a damaged part. What should I do?
A: We have replacement parts available. Please do not contact the retailer.  Contact our customer service department directly with the following information:
- Name and address of shipping destination
- Part number of the damaged item
- Fireplace mantel LOT # ( find this on the front of the instruction manual or on the back of the 
  damaged part)

Q: How long will it take to assemble an indoor electric fireplace?
A:  On average, it takes 1 to 2 hours.

Q: Can I use the electric fireplace with just the flame on and no heat?
A: Yes. Follow the directions included with the firebox.

Q: Can the Real Flame gas fire table/bowls or wood burning fire pits be put on a wood deck?
A: Real Flame fire features should not be placed directly on any combustible materials. We suggest placing a solid barrier (like thin pavers) between the fire table and wood decking. NEVER place the fire feature on a rug.

Q: What type of propane tank should be used with the Real Flame propane fire tables or bowls?
A: With the exception of our two casual GFRC fire tables, a standard 20 lb propane tank is required. This can be purchased from most hardware stores.

Q: Can I cook over the flames of your outdoor or indoor fire products?
A. You should never cook over the flames or use it to heat food or liquids.

VENTLESS FUEL:
Q: Can the Real Flame ventless fireplace fuel be used in my fire pots?
A: No. Our gel fuel is engineered and approved for use with Real Flame approved products only. Using it with any other product can result in serious injury, property damage or death.

Q: Do you still sell fireplaces that use the ventless fuel?
A: We no longer sell these fireplaces, but due to high demand from our pre-existing customers we sell the fuel that goes along with these fireplaces.

Q: I have a Real Flame gel fuel fireplace. Can I use another brand of fuel other than Real Flame?
A: Real Flame products are engineered, designed and safety tested with Real Flame gel fuel only. Using any fuel other than Real Flame in Real Flame products can result in serious injury, property damage or death.

Q: How should I properly dispose of my old ventless fuel?
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 your fuel is older than that, you will need to dispose of it at an approved facility in your area.

©2021 KSP Group, Inc. All rights reserved. Terms of Service Privacy Policy