FAQ

Q1: What types of electric fireplaces do you offer?

A1: We offer a full range of electric fireplaces, including recessed, wall-mounted, freestanding, 3D water mist fireplaces, and mantel sets. Whether your space is modern minimalist or traditional, we have a solution that fits.

Q2:Can I install a recessed fireplace in a wooden cabinet or TV stand?

A2: Yes. Our fireplaces feature an insulated casing design, and the heat vent is located at the front. This prevents heat buildup inside the cabinet. With proper clearance, installation in wood structures is perfectly safe.

Q3: Do electric fireplaces provide real heat?

A3: Absolutely. Electric fireplaces have built-in ceramic heating elements (PTC) or heating coils, typically with adjustable 750W/1500W power. They can effectively heat an area of 20-40 square meters with a clean, quiet experience.

Q4: Are the logs and decorative crystals interchangeable?

A4: Yes. Our packages typically include both realistic hand-painted logs and clear crystals. You can easily swap them out to match your interior design style whenever you like.

Q5: What international certifications do your fireplaces have?

A5: Our products have undergone rigorous certification for various markets, including ETL/UL for North America, CE/GS for Europe, SAA for Australia, and CCC for China, ensuring hassle-free global export.

Q6: Do electric fireplaces produce carbon monoxide?

A6: Not at all. Electric fireplaces are powered by electricity and involve no combustion. They produce no smoke, ash, or carbon monoxide, making them truly eco-friendly products.

Q7: Is it safe to leave the fireplace on while sleeping?

A7: Yes, it is much safer than gas or wood-burning fireplaces. You can use the timer function for auto-shutoff and the thermostat to maintain a comfortable temperature for a worry-free sleep.

Q8: Do you offer OEM/ODM services?

A8: Absolutely. We have a professional R&D team and a 10,000 sqm factory. We can provide private labeling (OEM) or design and develop entirely new appearances from scratch (ODM) based on your requirements.

Q9: Can I have my own logo on the product?

A9: Yes. We can display your logo on the fireplace panel, control panel, or packaging via silk-screening, laser engraving, or metal nameplates to enhance your brand presence.

Q10: Can I customize the fireplace dimensions?

A10: Yes. In addition to standard sizes, we can customize specific lengths, heights, and depths according to your project needs. We even offer curved or L-shaped fireplaces for unique spaces.

Q11: What is the lead time for customized orders?

A11: It depends on complexity. Typically, small customizations like logo printing take 15-20 days. Deep customizations, such as new exterior designs, take 35-45 days, including prototyping and confirmation stages.

Q12: What is the MOQ for OEM orders?

A12: The MOQ for OEM orders is typically 50 units. For logo printing on existing models, it can be as low as 20 units. For entirely new molds, the MOQ depends on the specific design.

Q13: What is the production lead time for a full container?

A13: Typically within 25 to 35 days after receiving the deposit and confirming all details. Production efficiency is our core strength, and we provide detailed schedules.

Q14: Do you ship internationally?

A14: Yes, our products are exported to over 100 countries. We work with major lines like MAERSK and COSCO to provide sea freight (FOB/CIF) or door-to-door delivery services.

Q15: Can you handle DDP (Delivered Duty Paid) shipping?

A15: For certain countries (e.g., US, Europe, SE Asia), we offer DDP services, including customs clearance and duties. You can simply wait for the goods at your doorstep without any paperwork.

Q16: What is your warranty policy?

A16: We offer a 12 to 24-month warranty on key components like motherboards, motors, and LED modules. For non-accidental damage, we provide free replacement parts.

Q17: Do you provide free spare parts with the order?

A17: For full container orders, we provide 1%-2% of common spare parts (e.g., remotes, heating wires, LED strips) for free to help you quickly handle minor end-user issues.                                

Q18: Is there a technical support team for installation?

A18: Yes. Our team of after-sales engineers is available via video call, email, or IM to provide one-on-one technical guidance for you or your contractors.

Q19:  What is your response time for after-sales issues?

A19: We promise to respond within 12 hours of receiving feedback and provide a full solution or shipping arrangement within 48 hours to protect your brand's reputation.