Customer Care
Welcome to the new section of Customer Care. Some of the features coming soon include 1) lighting the pilot on your fireplace; 2) owner manuals; 3) a frequently asked questions section.
How do I light the pilot light?
Llighting the pilot light is easy, but you need to follow certain steps to do this safely and efficiently. The following step-by-step instruction sheet provides pictures for each step. You can even watch a video.
Step-by-Step Instructions (print this out)
Video (Requires Windows Media Player)
How do I change batteries in my remote?
When the red light is flashing on the remote receiver (pictured here), it indicates that the batteries are getting low, and will need replaced. Normally, the batteries need changed every year. Choose the link below to follow the steps required to change the batteries in the remote receiver and the hand-held remote:
Owner's Guide
The owner's guide is a good source of information. It includes general operating instructions, troubleshooting, and overall safety information. This 30 page guide may be just what you need when you just need a reminder of how something works!
Other Frequently Asked Questions
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How often should I have my fireplace serviced?
We recommend that you have your fireplace serviced annually to ensure safety, efficiency, and best performance. Only a qualified service person should provide this service. Call Fireplace World to set up a prompt service call.
