The standard warranty for True Innovations products is one year from the original date of purchase from an authorized True Innovations retailer. Other warranty periods may apply based on the actual product purchased, and you should consult the assembly instructions that came with your product to confirm. For specific inquiries, please contact our customer support department. Please note that proof of purchase is required for validation of warranty.

We do not recommend any specific cleaning products; however, you can use a damp cloth to wipe down your furniture. Please refer to the care instructions included in the assembly guide that came with your indoor furniture. If you decide to use a cleaning product, we suggest testing it on a small, inconspicuous area first to ensure it does not damage the material. Please be aware that any discoloration or alteration caused by a cleaner will void the warranty.

A Proposition 65 warning does not necessarily mean that a product is unsafe; rather, it indicates that a listed chemical is present. All of our products carry a Proposition 65 warning label as required by California law due to certain composite wood materials. However, True Innovations does not add any flame-retardant chemicals, which helps keep exposure to substances like formaldehyde in our furniture low.

• Adjust your room spotlights or lamps to not shine directly onto the reflective decorative glass
• There are gaps in your decorative glass pile that are allowing lights to incorrectly shine onto your back flame wall.
• OR your glass pile has slidden forward and exposed the top of the slope.
• Follow Step 1 to reposition your decorative glass so there are no gaps and so that glass covers bottom edge of reflective glass wall.

Press the heater button repeatedly until “OF” is shown in the Control Panel display. This indicates the heater is “OFF”. In this mode the lights remain on, but the heater is not engaged. (See “Using the Heater Control” in the OPERATION section of this Guide for more details).

To adjust temperature, turn on the Heater, then press the Heater button to enter Temperature Adjustment Mode. The LED display will start to flash, then press the Heater button repeatedly until you reach your desired temperature setting. (See “Using the Heater Control” in the OPERATION section of this Guide for more details).

• Set fireplace to a higher temperature.
• Turn on the Heater, then press the Heater button to enter Temperature Adjustment Mode. The LED display will start to flash, then press the Heater button repeatedly until you reach your desired temperature setting. (See “Using the Heater Control” in the OPERATION section of this Guide for more details).
• Note that temperature around fireplace may be a few degrees higher than other areas in the room.

• To reset the fireplace, unplug the unit from the wall outlet for 5 minutes, and let it cool down. After 5 minutes plug the unit back into the wall outlet and operate as normal.
• Make sure that no objects are blocking the air vents on the front, top, or back of your fireplace.

• Your heater has been locked (disabled for child safety mode).
• To unlock, turn on the main power, then press and hold the Light Control button for at least 5 seconds, until you see the temperature display flash several times. The heater will now be unlocked and can be turned ON using normal operation of the Heater button.

• Change the remote battery.
• Operate remote transmitter at a slow measured pace. Press the remote control buttons with an even motion and gentle pressure.
• Repeatedly pressing buttons in rapid succession may cause the transmitter to malfunction.
• Stand closer to your fireplace.
• Remove objects that may block your remote control’s ability to communicate with your fireplace.

• Check that the unit is fully plugged into a standard 120 V outlet.
• Press the Power button on the control panel.

• Unplug other appliances from the same circuit and same outlet as the fireplace. Do not overload the circuit.
• Connect the fireplace to a properly grounded outlets with thicker cord.
• Replace with a qualified fuse-box with a heavy load.

• Your thermistor sensor is loose or cut off.
• Do not return to store.
• Please email us for a replacement Insert.

• The fireplace shut itself off as a safety protocol to prevent overheating (it is in alarm mode).
• Make sure that no objects are blocking the air vents on the front, top, or back of your fireplace.
• To reset the fireplace, unplug the unit from the wall outlet for 5 minutes, and let it cool down. After 5 minutes plug the unit back into the wall outlet and operate as normal.