• To return products for defects, incorrect orders, incorrect shipments, or any other reason, a Return Authorization (RA) is required. Please notify our Customer Service department to request a Return Authorization and provide the original order number, and the nature of the problem.
• Returns will not be authorized for merchandise shipped more than 30 days on original branded products.
• Return Authorizations will be closed if the merchandise is not delivered within 14 days of receiving the Return Authorization. 
• A Return Authorization is required in order to receive any credit that is due given that the item(s) is returned within the 30-day period or that a warranty request is approved.
• Merchandise must be returned in original shipping cartons, with proper packaging in place, and be in sellable condition. An inspection upon return will take place.
• Stock balancing, including the exchange of merchandise for that purpose, must be requested within 90 days of the date of purchase.
• Special orders for non-standard products may not be returned for credit.
• Products deemed to be beyond the warranty date, totally used, not ours, or for which credit is not to be issued will be held for 14 days. Customers will be contacted and may request a return shipment at their own expense.
• Restocking fees of up to 15% of the invoiced amount will be charged, plus freight charges must be prepaid on orders that are returned due to buyer’s remorse or order error.
• OGC reserves the right to select the transportation carrier on all orders. However, OGC tries to comply with customer requests for specific carriers so long as OGC’s paid transportation costs are acceptable.
• OGC will make every effort to honor specific carrier routing requests when the customer is responsible for the freight charges. It is the customer’s responsibility to inform OGC of the preferred carrier(s) for each origin/destination combination. Shipments tendered to the customer’s preferred carrier(s) must be “freight collect” or “third party billed.” OGC is not responsible for the service provided by the customer’s carrier.
• Customer requests for airfreight, dedicated truck, expedite carriers or overnight shipments will result in freight costs being charged back to the customer. Additional accessorial charges including Layover, Re-consignment, Inside Delivery, etc. incurred will be passed along to the customer.
• OGC shall have no liability for failure to deliver or perform or for the delay in delivery, due to any cause outside the control of OGC. The liability of the carrier constitutes the transport of property with reasonable dispatch and delivery within a reasonable time.
• OGC reserves the right to bill actual freight charges in situations where the customer request is outside the normal shipment & delivery practices.

FAQs

Outdoor Greatroom FAQs

WHERE CAN I USE MY OGC FIRE PIT TABLE?

Watch This Helpful Video

WHAT IS THE RECOMMENDED SEASONAL MAINTENANCE FOR FIRE PIT TABLES?

The following information describes installation, general care and maintenance for OGC fire pits when putting away for winter and setting up in the spring. Your fire pit is built to last and by caring for it correctly, you will enjoy it for years. Spring Checklist • Remove protective cover • Remove burner cover • Remove glass gems from burner. The burner can be cleaned by removing all of the glass gems and wiping down the edges and surface of the burner. A wet cloth/paper towel can be used to clean off any dirt. The glass gems can also be cleaned with a wet cloth/paper towel. These can be cleaned as needed depending on the amount of dirt and debris that land in the burner. Clean burner using damp cloth checking burner for any clogged port holes. Port holes can be unclogged using a toothpick or something similar. Put glass gems into burner. • Remove Crystal Fire® Burner from fire pit top. Untighten the metal flex hose to orifice connection. • Unscrew orifice from burner to check and see if there is any debris/frozen water/etc in the neck of the burner. Use a pliers or finger to remove any excess debris. An air hose may be needed to clean out this burner neck as a last resort. All blockages should be removed before next step. • Screw in orifice and tighten with metal flex hose using two wrenches. • Check other gas connections to make sure they are tight. If tightening is needed, make sure to use two wrenches. • Check the sparker connections from the burner to the sparker box. Make sure they are plugged in and the AAA battery works. Check electrode in burner for blue spark, should be spaced at 3/16” apart. • Make sure gas valve on base is in off position and hook up LP tank, open up valve on LP tank or turn on NG gas valve. • Push in sparker button and slowly open gas valve. • Check flame for any irregularities or any smell of gas. If gas is smelled shut off immediately and check gas connections. • Clean off fire pit top and base with damp cloth. If top is stainless, stainless steel cleaner is recommended. If top is supercast, resealing with concrete sealer may be needed. • Tighten screws on glass guard clips and set on fire pit top. Clean glass guard with windex and paper towel. Winter Checklist • Remove any debris (leaves, dirt) from the burner • Close gas valve on fire pit base or shut off gas for NG. • Shut off and remove LP tank from base • Remove glass guard and store • Cover Crystal Fire® Burner with OGC burner cover • Wipe down fire pit top and burner • Removing glass gems from burner to clean – optional – can be done in winter or spring • Cover fire pit table with OGC protective cover

WHAT HAPPENS TO MY FIRE PIT WHEN IT RAINS?

Crystal Fire Plus burners and burner inserts feature raised, extruded ports and a slightly pitched design. This unique burner design causes water to drain to the perimeter, away from the burner. The water then drains to the bottom of the fire pit enclosure.

IS THE FIRE PIT OR FIREPLACE APPROVED FOR USE IN SCREENED PORCHES, GAZEBOS, AND LANAIS?

The unit itself is not UL approved for this application, but there should not be any problem provided the following guidelines are followed: A minimum of three walls are screened. Screens must be permanently open. They cannot have windows that can close. The screened walls must provide a minimum open area of 30%. All appliance ceiling and wall clearances must be met. Minimum porch area 96 square feet.

IS MEDIA INCLUDED WITH THE CRYSTAL FIRE® PLUS BURNER OR FIRE PIT TABLE?

Yes, we include Clear Tempered Fire Glass Gems with each Crystal Fire® Plus Burner (some exceptions apply.) The glass used is a heat-tempered, tumbled glass gem.

IF I PURCHASE A CRYSTAL FIRE® PLUS BURNER FOR MY OWN PROJECT, WHAT ELSE DO I NEED?

It will depend on your project. More than likely, you will need to purchase a control panel, key valve, timer, or Direct Spark Ignition system; this will allow for easier access to operate your burner from the outside. You may also need to specify the fuel source (LP or NG) used if it is a large or custom burner. We recommend working with your local OGC dealer to determine what is needed for your project. Contact us for specific details.

HOW MANY BTU’S PER HOUR DOES MY FIRE PIT PRODUCE?

The BTU rating for each burner varies by size and fuel type. For the exact BTU rating consult your Crystal Fire® Burner Manual.

HOW LONG WILL A 20 LB. LP TANK LAST IN MY FIRE PIT TABLE?

There are two factors that ultimately dictate how long your LP tank will last. The first factor is the ambient conditions when you are operating your burner. The humidity and temperature will have an influence on how long the LP tank will last. As the ambient temperature drops, it becomes more difficult for the LP tank to keep up with the demand for fuel going to the burner. This is because the process that converts liquid propane to usable propane vapor slows down as temperature decreases. Similarly, as ambient humidity drops that same process slows down because the tank is less able to insulate itself with condensation as it converts liquid propane to propane vapor. Flame height setting is the other factor that affects how long an LP tank will last. When the control valve is set to “High” the burner will use more fuel than when the same burner is set to operate on “Low”. See chart that outlines the estimated burn time of a 20 lb. tank when considering flame setting.

HOW DO I INSTALL A CRYSTAL FIRE® PLUS BURNER?

Watch our helpful video for installation instructions on our Crystal Fire® Plus Burner.

WHAT DO I NEED TO KNOW ABOUT COMPOSITE DECKING CARE, MAINTENANCE, AND REPAIR?

View the attached file for more information on caring for your OGC product that utilizes composite decking. Topics covered include: touch-ups, replacing slats, protecting your table, and our best tips for making your table last.

CAN I USE MY OGC FIRE TABLE ON A WOOD DECK?

Yes, all OGC fire pits & fire tables are ok to use on a wood deck. OGC Crystal Fire® Plus Burners are UL tested and listed. These burners are used in all of our outdoor fire pits. They are ok to use on concrete patios, wood decks, composite decks, etc.

CAN I ROAST MARSHMALLOWS OVER MY CRYSTAL FIRE® PLUS BURNER OR FIRE PIT TABLE?

Yes you can, however this appliance is UL listed as a decorative gas appliance, not a cooking appliance. Any residue from the food should be cleaned off the gems/burner, as it will clog the burner ports and prevent a proper burn.

ARE OUTDOOR GREATROOM’S BURNERS UL LISTED? WHAT DOES THAT MEAN?

Yes, all of our burners are UL tested and listed. This means they have passed numerous tests to ensure safe operation. They have undergone wind, rain, and clearance tests.