No. The safety screen cannot be removed from the unit. The law states that all units manufactured since 2015 must have a safety screen. We want to ensure that you and your family are safe, as the glass on the fireplace can become very hot.

Unfortunately, no. Media kits and other items are tested and certified for specific appliances. If that media kit/element is not listed as an option for the product, you will not be able to use it.

This is easily calculated provided that you have the local price of the fuel to be used. 1 cubic foot of natural gas will produce *1000BTU per hour, 1 litre of propane will produce *29,059 BTU per hour and 1 US Gallon will produce *110,000 BTU per hour. (*values may vary slightly, depending on location) The BTU of the fireplace is divided by the BTU value of the fuel to determine the amount of fuel consumed per hour. Example: A natural gas fireplace that has an input of 30,000 BTU per hour consumes 30,000 / 1000 = 30 cubic feet/hour. If the price of natural gas is .35 cents ($0.0035) per cubic foot then 30 cubic feet x .35 = 10.5 cents ($0.105). Therefore the cost of operating one of our 30,000 BTU Natural Gas Fireplaces such as the new GDS28 Gas Stove for one hour is 10.5 cents.

When it comes to putting a TV above the fireplace, we would suggest contacting the manufacturer of the TV to find out the clearances that should be met. Regarding some of our gas fireplaces, there is a section in the manual for TV clearances that we have tested to ensure the TV will not melt if installed as per the manual.

Electric fireplaces the rating plate will be located on the back of the unit. The serial number will be on the box, back of the unit, sticker located on the outside of the box, and on the front of the unit behind the glass. For gas fireplaces, the rating plate is located in the valve area on a red/white laminated card. The serial number will be on the box and the front page of your manual if you removed the sticker from the box and put it on there. When it comes to wood fireplaces the rating plate is located on the back of the unit on a metal plate. If the unit is an insert it will be located on either sides that open, or by opening the door and looking for a screw on the bottom left hand side that has a plate that pulls out. The serial number will also be on a sticker on the outside of the box.

There are many different reasons the flames will not look exactly like the website. The fuel type, the venting, the location of the fireplace, and where you live, along with many other factors can alter the flame appearance when comparing fireplaces in your home versus the images displayed on our website.

Yes! All our gas fireplaces incorporate a self-generating millivolt system that operates independently from any outside electrical current. Only accessories such as blowers rely on house current for power and our fireplaces do perform effectively, even without them. If you have an electronic ignition unit you will need to put batteries in the back up in order for it to function as intended. Once the batteries are in the back up you will need to turn the fireplace on like you normally do!

The blower is there to circulate the air around the fireplace, depending on what type of front you have on the unit, it will depend on whether you can feel the heat output from the blower. The blower is intended to keep the cavity of your fireplace cooler. Please note the blower will not increase the BTU output on the unit.

All of our Napoleon fireplaces need to be installed by a licensed technician, as it will void the warranty on your unit if it is not. We want to ensure the unit is installed to manufacturing specifications to ensure the safety of you and your family.

When lit for the first time, the fireplace will emit an odor for a few hours. This is a normal, temporary condition caused by the "burn-in" of paints and lubricants used in the manufacturing process (once burned in, this will not occur again). You will need to burn the fireplace continuously, without interruption, for a period of no less than 8 hours with the adjustable flame control set on high. If you have a blower you will need to make sure it is turned off as it inhibits the curing process as it cools off the surfaces it is blowing air across.

Please do NOT use regular window/glass cleaners on fireplace glass. We recommend using a clean, dry cloth and buffing lightly with a non-abrasive cleaner, ensuring you remove all the cleaner from the glass. Most dealers, hardware stores, and big-box stores sell a specific fireplace cleaner.

When it comes to warranty certain parts are covered for the original homeowner for as long as they own the appliance, but as stated it is a limited lifetime warranty meaning only some parts are covered under this.

When it comes to missing items, you have 30 days to contact your dealer so they can submit a claim to get you the missing items as soon as possible.

BTU’s (British Thermal Units) are a standard of measurement which represent the heat value of any type of energy used to create heat. The amount of fuel that a fireplace will consume per hour is calculated with the BTU value of the fuel it uses to determine the input of that fireplace. BTU values of any type of energy are determined by the actual amount of heat required to increase the temperature of one pound of water, by one degree Fahrenheit.

Direct vent is a term used to describe a specifically designed fireplace that performs differently from the traditionally vented fireplace which use a chimney. This type of fireplace has a completely sealed combustion chamber which allows it to vent directly out a side wall of the home. One of the benefits of this type of design is that it must draw air necessary for combustion from the outside since the sealed combustion chamber does not allow air to be drawn in from around the fireplace. The co-axial vent system has the exhaust pipe within the air intake pipe which protects any surrounding combustible material from the high temperature of the flue gases as well as preheating the outside air prior to it being introduced to the combustion process.

Annual Fuel Utilization Efficiency is also determined by the results of some specific test conditions but these results are further calculated with other influences such as average daytime and nighttime temperatures, heat loss due to the standing pilot and from cold start up. All sorts of data is calculated to provide the overall average efficiency of the fireplace throughout the year.

Radiant heat is transmitted from a heat source via rays just like rays of sunlight. These rays pass through the air without heating it since only solid objects can absorb the heat they transmit. Dark colours absorb more radiant heat than lighter colours which reflect more of it. This is why light coloured clothing is cooler than dark coloured clothing. All our Napoleon Fireplaces are designed to generate radiant heat into your living room.