Napoleon Products Frequently Asked Questions
Are gas fireplaces safe?
Yes! all of our gas fireplaces must have the ability to shut off the flow of gas if there is no flame to burn it off. This is where the self generating millivolt system comes in. The millivolts energize a magnetic coil within the gas valve which holds the valve open. Should the pilot flame extinguish, the millivolts will stop generating, releasing the coil and closing the gas valve. Every Napoleon fireplace we manufacture is tested prior to shipping to ensure a 100% effective system.
Are Vent free products legal in Canada?
Vent free gas fireplaces, gas stoves and log sets are not legal for use in Canada.
Can I buy a Napoleon Fireplace direct from the factory?
Unfortunately, no. All of our fireplaces are sold through dealers who are trained to provide you the very best service available. Our Napoleon dealers will ensure that your fireplace is best suited to your needs and that it is installed and serviced properly. NOTE: You can use the ‘Buy Now’ in the navigation bar to find your nearest Napoleon Dealer.
Can I purchase parts directly from Napoleon?
Replacement part orders need to be placed through a local dealer, as we do not sell directly to our consumers. Please use the ‘Buy Now’ in the navigation bar to find your nearest Napoleon Dealer.
Can I remove the safety screen from my fireplace?
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.
Can I use media kits from different fireplaces?
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.
How important is the quality of pellets I use in my pellet stove?
Pellet quality is important. Wolf Steel Ltd. Pellet Appliances have been designed to burn premium hard or soft wood pellets only. Do not use any other type of fuel such as fire logs or fire starting pellets. The performance and heat output of the pellet appliance is directly related to the quality and moisture of the pellets. Store pellets in a cool dry area to prevent moisture absorption. If the fuel does not comply with this standard, the appliance may not operate as designed. We recommend the use of premium grade (1% ash content) for longer appliance life and less frequent cleaning.
How much fuel do fireplaces consume and how much do they cost to operate?
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.
I would like to put a TV above my fireplace, can I do this safely?
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.
Is my wood unit EPA certified for 2020?
You can find out if your unit is certified for 2020 by looking on the front page of your manual.
I’m trying to locate my rating plate and serial number, but I cannot find them. What do I do?
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.
What should I consider when choosing a fireplace?
Visit our Learn and Inspiration areas to help you find the best fireplace for your home and lifestyle. There’s fantastic information about the different types we offer. Stay up to date with our innovations in fireplace technology and even read interesting articles about fireplaces, home decor, and lifestyle that you won’t find anywhere else.
Location of the fireplace:
The size of the room. High heat output models will heat a small room quickly but may, as a result, be turned off more often than a lower heat output unit.
Basements are normally colder and therefore heat output and appearance are both important.
For the main floor, the overall appearance may be more important than a high heat output. You may want to explore fireplaces that can direct heat to other rooms, or even direct the heat outside. To learn more, explore our Dynamic Heat Control™ section (within the Learn area).
Direct Vent Fireplaces can be installed almost anywhere in your home as they don’t require a pre-existing chimney to vent them. Many can be built into a surround of combustible materials when using a zero-clearance liner. Please consult with your Napoleon Dealer or a professional installer to ensure that materials are correct for the installation.
Where do I find the emissions on my wood unit?
The emissions can be found on the front page of your manual.
Where is the best place to locate a thermometer on a wood insert or wood stove?
When placing a thermometer on your Wood Insert, the best place would be above the door on the left-hand side. This will not give you the exact temperature as it is not located on the stove pipe, but it will give you an approximate. For Wood Stoves, the best place would be directly on the stovepipe about 18 to 24-inches from the top of the Stove.
Who services Napoleon Fireplaces and how often should they be serviced?
Navigate to our Buy Now page in the navigation bar and use the dealer locator tool to find your closest local Napoleon Dealer. They are there to answer all of your questions, ensure that your fireplace is properly installed as well as providing a regular service program to protect your investment.
Napoleon recommends an annual inspection of your gas fireplace or gas stove and that you call the store directly if you are requiring servicing. The requirement of annual inspection and/or service is stated in the National Fuel Codes for Canada and the United States.
Why doesn’t my flame look like the one in the pictures on your website?
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.
Will a Napoleon Gas Fireplace operate during a power failure?
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!
Will the blower increase the heat output of our fireplaces?
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.
Top Authorized Dealer
Get it between Thursday March 27th - Tuesday April 1st
Chat Now
415-481-4075
