• 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.

FAQ

Crystal Fire Burners FAQs

WHERE CAN I USE MY CRYSTAL FIRE® BURNER?

These burners are used in all OGC outdoor fire pit tables and fire pits. These burners can be purchased separately as well as for your own DIY project.

WHEN I PUSH IN THE BLACK SPARKER I DON’T HEAR ANY SOUND?

Be sure to put in a AAA battery, + side facing out into the black sparker box. The push button can be unscrewed and the battery slid in. Connect the two wires running from the burner and you should hear the sparker and see a blue spark at the electrode. For more troubleshooting tips open the guide below.

WHAT TYPE OF FUELS CAN I USE?

You can choose from either LP (liquid propane) or NG (natural gas.) The Crystal Fire® Plus Burner unit comes set-up for LP, unless otherwise noted, and can be converted to NG with a NG conversion kit that comes with the unit.

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® BURNER OR FIRE PIT TABLE?

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

IS A PROPANE TANK INCLUDED?

Propane tanks are not included with any purchase. A 20 lb. LP tank can be purchased typically from hardware stores and gas stations.

IF I PURCHASE A CRYSTAL FIRE® 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 PROPERLY SIZE MY FIRE PIT TABLE GAS SUPPLY LINE?

We recommend you contact a NFI certified gas technician to help with properly sizing your gas supply line.

HOW DO I INSTALL A CRYSTAL FIRE® BURNER?

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

DOES MY CRYSTAL FIRE® BURNER OR FIRE PIT TABLE REQUIRE ADJUSTMENTS FOR HIGHER ALTITUDE OPERATION?

The Crystal Fire® Burner Design does not require High Altitude Adjustments. Complete explanation below: In the standards today there are requirements for de rating the input of a gas appliance in high altitude applications. The reason for this is gas appliance performance is affected by the available amount of oxygen in each cubic foot of air as you increase elevation. The requirement in the US for a 4% de rate for every increase of 1000’ of elevation has been around some time. But there are a number of things that make the calculations and need for this more complicated than just changing the orifice to reduce flow by 4%/1000’. Things like the gas being de rated by the gas company (by adding nitrogen to the mix to reduce the actual BTU content), pressures altering the amount of flow through an orifice, the type of appliance being power vented or open atmosphere. The actual tested input rate performed by the lab. In Canada you are allowed to increase your input for combustion to simulate high altitude installations. Regulations have some appliances exempted from the reduction in rate such as outdoor BBQ grills. Some manufactures de-rate their appliances at the factory to allow for a not having to de rate in the field. The technical reason for the de rate is the reduced amount of oxygen can cause more CO creation during combustion than during normal elevation operation. This is caused by restricted amounts of air being supplied to the combustion area for primary and secondary air. Other issues causing a higher CO production can be the design of the burner, combustion chamber and the heat exchanger. The manufacturer is designing to meet government requirement for efficiency, safety standard requirements along with the need to be price competitive. So a product can become complex trying to accommodate every situation without requiring some modifications for the environment it is installed in. When it comes to outdoor- free air- no combustion chamber- appliances, the need for de rate becomes less important. There is plenty of air for combustion, the combustion chamber is limitless so no impingement from slower burning taller flames, no heat exchanger or vent to restrict air from entering or exhaust from escaping. And all the outdoors for dilution of combustion products to prevent the possibility of high CO or exhaust concentrations anywhere. If you compare to a wood burning fire pit that may be burning closer to 2 million BTUs/hr. and a natural gas or LP gas burning appliance at 100,000btu/hr. There is virtually no exhaust to contend with or CO of any comparison to wood. It is of course important to start with a listed product, these are tested to ensure proper lighting, combustion, and construction. Where a non-listed burner will not provide a known starting point for these safety areas. At OGC we start with a listed burner and increase input well beyond the rated input of the burner to ensure that our burners are not going to require a de rate in the field for altitude. But we are not the final authority when it comes to installation in the field. You must follow all the requirements of your local jurisdiction when installing any gas appliance in the field. If the local authority requires de rate we can help you meet those requirements.

CAN MY FIRE PIT OPERATE ON PROPANE OR NATURAL GAS?

Yes, they can be operated on either full source. The majority of our fire tables come all set up for use with propane and do include a natural gas orifice that can be converted in the field. If converting to NG, a certified gas technician should do the installation. Some of our larger BTU burners and custom burners need to be specified for either LP or NG use. Please contact OGC for specific skus.

CAN I ROAST MARSHMALLOWS OVER MY CRYSTAL FIRE® 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.

CAN I BURN WOOD IN MY GAS FIRE PIT TABLE OR FIREPLACE?

No, these units are not meant for wood burning. They are designed for Liquid Propane or Natural gas use only. The benefits of a gas fire appliance include a smoke-free experience, instant ignition, and immediate heat.

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.

ARE THERE DIFFERENT CRYSTAL FIRE® BURNER MODELS?

We have many different Crystal Fire® Burners and over 50 fire pit tables in stock. Many of these can be purchased as one complete unit or individual components. Custom fire pit tables & burners are also available.