Customer Service FAQ

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

A: All Items ship UPS ground and should arrive within 5 to 7 business days.

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

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

Q: Where is the order shipping from?

A: We ship from Racine, WI.

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

A: Please email with your company information.

Q: Where can I buy your product locally?

A: True Value is the only national chain that stocks our fuel, but we also sell to independent garden, hardware, and furniture stores as well as select regional chains such as Menards and Steinhafels. Check your local area.

Q: Can I cook food over the flame?

A: No you should NEVER cook over the flame or use it to heat foods or liquids.

Q: How much heat will I get from my gel fireplace?

A: Each can provides 3,000 BTUs of heat. Three cans= 9,000 BTUs. The heat depends on the size of the room. A 10x15 room, for example, will get about 10 degrees warmer.

Q: How long does each burn last?

A: It depends on a number of conditions. If the fire is in a windy location the gel fuel will burn faster than normal. But indoors, under normal conditions you can expect the following: 13oz cans - 2 ½ to 3 hours / 7oz cans -1 ¼ to 1 ½ hours. Ventless fireplace fuel can last anywhere from 1 to 3 hours depending on which Real Flame product you are using.

Q: Are any of your products certified?

A: Yes, our electric fireboxes are all UL approved; our propane and natural gas products are CSA or ETL certified.

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

A: The Real Flame Gel Fireboxes use 13oz cans. The 13oz cans are also used with our conversion log sets and fire columns.

Q: I do not live in the USA. How do I get your product?

A: We only ship to consumers and retailers in the continental United States and retailers in Canada and Mexico.

Q: Where is your showroom?

A: We do not have a public showroom. We have a permanent showroom for the industry only in the World Market Center Las Vegas. It is open twice a year during the Las Vegas Furniture show.

Q: Why can’t I buy your gel fuel off your site?

A: We no longer sell our canned gel fuel from our site. If you click on the tab “where to buy” on the home page you will find a wide range of e-commerce retailers offering the fuel at extremely competitive prices.

Our primary business is wholesale sales. The logistics and costs of handling thousands of single purchase orders for one case of fuel at a time put us at a competitive disadvantage. With the growth of our ecommerce partners it became possible for us to send bulk orders at one time to their distribution centers and in turn they can offer you faster service and better prices.

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

A: Yes. Follow the directions included with the firebox.

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

A: No! Real Flame does not sell firepots. 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: Can I order a fireplace and pick it up from you?

A: No, all of our orders must be shipped out.

Q: Where can I store my gel fuel?

A: Store in a cool place away from direct sunlight. There are directions on all of our gel fuel products regarding storage. Be sure to follow those carefully.

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

A: We do not have brochures for the product line. Our website covers all of our current products.

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 your fuel is older than that, you will need to dispose of it at an approved facility in your area.

Q: Why can’t I use a different fuel?

A: Real Flame products are engineered, designed and safety tested with Real Flame gel fuel only. Use Real Flame gel fuel as directed in approved Real Flame fireplace products only. Using any fuel other than Real Flame in Real Flame products could pose a severe fire hazard that could end in people getting critically burned or property being damaged.