FAQ's

Frequently Asked Questions

Fireplaces and Stoves are big and heavy, how will they be delivered?

All fireplaces and stoves (we'll call them units) will be delivered via freight shipping, which is generally a full size tractor trailer truck and occasionally a shorter straight truck.  The unit's come packaged and crated on pallets which get loaded onto the freight truck at the warehouse.  Every item is inspected before it leaves the warehouse to ensure there is no damage.  

The delivery company will call the phone number you provide us to schedule a time you, or a representative you choose, will be available to receive the delivery at the street address you provided.  All of our deliveries will be made with lift gate trucks which allow the driver to get the unit off the truck and to the street.

Will the delivery person bring the fireplace into my house? 

No, the delivery person is only responsible for getting the unit off the truck.  It is your responsibility to move the unit from the street or your driveway into a safe, secure location.  

We highly suggest you have a minimum of two people available to move the unit. In our experience, it's easier to dismantle the crate first, then take apart any easily removable pieces of the unit such as the glass face and screen, then remove all of the contents (if any) from inside the unit, such as a log set or glass beads.  This process makes the unit much more manageable to carry and also gives you a chance to inspect the unit for any other possible damage that may have been concealed.  

What happens if my fireplace arrives damaged?

When the freight driver delivers your packages, it is very important for you to thoroughly inspect each package, the number of packages and to compare the items with the shipping label.  Any damage or packages missing should be written clearly on the bill of lading which the delivery driver will provide you. If there is obvious major damage you have the right to refuse the shipment and we will get a replacement order shipped out as soon as possible. We also recommend calling or emailing us immediately to report the problem so we can begin working on a solution.

 Why am I required to buy a face, trim or surround for my fireplace?

The faces, trims and surrounds are how certain fireplaces get finished.  Without these finishing parts the fireplace would look naked, showing all of it's wires, valves and other not so pretty parts.  For each fireplace there are generally many different options, including different styles, colors and materials, which is why the costs vary greatly between them.  

I saw the same fireplace on a different website, with a different look, why can't I find it here?

Here at North Country Fire we try our best to provide many of the available options for each and every fireplace and stove.  While we are constantly upgrading and adding to our collections, there will always be additional options available which are not displayed on our site.  If you don't see something you're looking for, please send us an email or give us a shout, we can provide you all of the information you need to move forward with your project. 

How long will it take to get my order?

Orders typically leave the warehouse the same or next business day(depending on the time of day) after you place an order.  Smaller items are shipped via ground package service (UPS, Fedex, Etc.) and should arrive within a 3-7 business days of your order.  Larger items are shipped via freight service (Land-Air, R&L, Etc.) and should arrive within 3-7 business days.

Can I schedule a specific delivery date?

It is difficult to schedule specific delivery dates at the time of an order.  We can generally aim for a "window" of delivery dates but we can not guarantee a specific delivery date.  We typically can not hold orders for delayed shipments, shipping times of in stock products can be anywhere from next day to 5-10 business days depending on your location.  We suggest placing the order when you are sure you or someone you choose to represent you will be available at the delivery location for a sizable time window.  

How do I know which type of venting to buy?

The manufacturer of the unit you are installing will list the type and brand(s) of vent that are approved for use.  For example, most Napoleon direct vent gas fireplaces are approved for use with Napoleon venting or if you purchase an adapter they list four other brands of venting which are allowed.  The venting requirements are generally listed within the first few pages of the installation manual.  If you ever need any assistance, we are here help (844)635-5499.

What's the difference between Electronic Ignition and Standing Pilot/Millivolt Ignition? 

Standing Pilot is an older style of ignition with which you need to manually light the pilot with a push button igniter (like a gas grill) each season.  The pilot then typically remains on for the entire portion of the year you expect to use the fireplace.  A Standing Pilot system uses the small amount of power generated by the pilot flame to power the main gas burner and does not require any electricity to operate (except for lights and blowers).  The Electronic Ignition system is hard wired with 120V, with this system the pilot typically remains off until the fireplace is turned on at which point the system will light the pilot automatically and verify it, then turn on the main burner.  This system has a battery back up in order to work during a power outage.  There is an optional Anti-Condensation Switch which can be added to an Electronic System which allows you to choose between having the pilot on constantly (used in cold climates to prevent condensation on glass) or having the pilot on intermittently (pilot comes on only when fireplace is turned on).

What's the difference between and Insert and a Fireplace? 

There are different terms used to describe each, but in general, an Insert (aka Fireplace Insert)  is designed to be installed in an existing masonry fireplace.  They are designed to be installed in a non-combustible space (i.e. no wood) and they havee a different type of venting than a built in fireplace.  Fireplaces (aka Zero Clearance Fireplaces, Direct Vent Fireplaces, Built in Fireplaces) are generally designed to be installed with wood framing and use co-axial venting (one pipe inside the other).  If you need some helping deciding between the two, don't hesitate to let us know. 

Have another question? Let us know!

Email us at support@northcountryfire.com 

 


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