FAQs

General

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

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.

Shipping

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 2 to 3 business days. We cannot ship overnight.

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

Q: Do you ship to PO boxes?
A: No

Q: How do I know when my item will be delivered?
A: If your item is sent via small parcel our Customer Service team will email you a tracking number. If your item is sent via LTL freight our Customer Service team will email you a tracking number and the freight company will contact you to schedule delivery.

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 # (found on the instruction manual or on the back of the damaged part)

Electric Fireplaces

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.

Outdoor Fireplaces

Q: Can the Real Flame gas fire tables/bowls or wood burning fire pits be used on a wood deck?
A: Real Flame propane and natural gas fire tables and fire bowls can be used on a wood deck, but never place them on a rug. Wood burning fire pits cannot be used on a wood deck.

Q: What type of propane tank should be used?
A: A standard 20 lb propane tank is required for products where the tank sits outside the table. Some models allow hidden tanks and may require 11 lb or 20 lb tanks. See product details for specifics.

Q: Can I cook over the flames?
A: No. Never cook over the flames or use them to heat food or liquids.

Q: Can I add wind guards?
A: No. Due to CSA regulations, wind guards are not supported. Products are tested for winds up to 30–35 MPH.

Q: Can I connect to a 500-gallon propane tank?
A: No. Products are certified only for 20 lb or 11 lb tanks.

Q: Can I add a timer or hardwire the unit?
A: No, modifications are not recommended and are not certified.

Q: Can I increase the BTUs?
A: No, BTUs cannot be increased.

Q: Can I connect natural gas underneath the table?
A: Yes. The table is designed for this, but ensure proper inspection and that hoses do not touch hot surfaces.

Gel Fuel

Q: Can the fuel be used in other products?
A: No. It is designed only for Real Flame products.

Q: Do you still sell ventless fireplaces?
A: No, but we still sell the fuel for existing customers.

Q: Can I use another brand of fuel?
A: No. This can result in injury or damage.

Q: How do I dispose of fuel?
A: Dispose of it like household chemicals. Check with your local waste authority.

Q: Can I use a dented can?
A: Yes, if it is not leaking and stands upright.

Q: Fuel stops burning before empty?
A: Shake the can well before use.

Q: Does it expire?
A: Yes, shelf life is about 1.5 years.