You have questions.  We have answers!  

Click on the links below to browse Helpful FAQ's, Tech Support Articles, Guides, and Video Libraries.

Click here to browse the Helpful FAQ articles.  The Frequently Asked Questions articles cover sections including Sales, Shipping / Returns, Parts, and Installation / Operation.  You can even search for other relevant and related articles.

Click here to browse our Technical Support / Troubleshooting Articles.  Anything from Ignition failures to Low Heat alert messages.  Find what you need here!  You can even search for other relevant and related articles.

Click here to browse our Troubleshooting and Component Guides.  These guides will help cover many different topics such as the Augers, Igniters, Switches, and Cleaning and Maintenance.

Click here to browse our extensive video libraries.  Categories include videos for: Products, Troubleshooting, Maintenance, Tutorials, and others.

If you are unable to find the answers you seek, reach out to us by submitting a Tech Support Helpdesk Ticket.  

Be sure to include contact information, stove model, any pictures you would like to include, and a brief description of the problem or issue.

Response times vary, but we make every effort to respond within 2 Hours.

(All after hours requests will be answered at the start of the next business day)

Smoldering/hopper fires are rare, but occur a number of times per year across all manufacturers of pellet stoves. Failure to operate and maintain the stove properly is the most common cause of hopper fires. If you close the lid of the hopper and turn off the stove, most hopper fires will only physically damage the stove itself. However, it can and will leave more than a little smoke in the house. What can quickly cause a hopper fire is not keeping the stove clean and/or poor airflow through the exhaust chambers. If airflow is low and ash builds up in the burner, it can allow pellets to build up in the auger feed system. Once the flame moves up the chute, it can heat the metal in the hopper to the point of combustion. Usually, it's a smoldering flame rather than a roaring fire, but if the lid is open and you get oxygen into the hopper, you're in for a much bigger problem. Below, find our guides, articles, and videos that show how to properly clean, maintain, and care for your pellet stove to function properly so you don't become another statistic.