How can I connect my thermostat to my pellet stove? And where should I position my thermostat?

To ensure that you are able to hook your specific heating product to your thermostat, you must first make sure they are compatible. For product specific information regarding how to connect your thermostat to your pellet stove, check your product manual. Can’t find your manual? Find your model number and visit the install and owners manual page for more details. Now that you have confirmed that your stove is compatible, you want to ensure proper placement of your thermostat. Aim for roughly 5 feet off the ground, ensuring that you place your thermostat away from windows and out of the direct heat path created by your stove.

Can I purchase parts direct from Quadra-Fire? What is my warranty?

Quadra-Fire does not sell service parts directly to consumers, but operates through our network of authorized dealers. With extensive training and expertise, the staff at our dealer locations will help you to process any and all warranty claims, and order whatever parts your product needs to function properly. For warranty information, a warranty was shipped to you with your product. There are current versions of the Hearth & Home Technologies warranties located here, but be aware that they may not be the same as your existing warranty.

Do wood pellets go bad?

Wood pellets can go bad, but if properly stored will last over long periods of time. Pellets deteriorate only when exposed to the elements – mainly moisture – and will be of no use once damp. Keeping your wood pellets cool and dry is essential to their longevity.

Do you have a technical support department?

Quadra-Fire provides all of our service and technical support through out network of authorized Quadra-Fire dealers. These locations are staffed with industry experts who have been trained in each of our specific products. If you have any need of Quadra-Fire technical support, contact your nearest dealer today.

How do I know which pellet stove is right for my home?

There are multiple factors that must be addressed before choosing the appropriate pellet or wood stove for your home. You must consider the amount of power necessary to heat the space you wish to heat, and you also need to keep in mind that certain stoves require specific ventilation options to function properly. To learn more about which specific wood stove would best suit the heating needs of your space, contact your nearest Quadra-Fire dealer today.

How do I locate a Quadra-Fire dealer for service?

Are you in search of your nearest authorized Quadra-Fire dealer? You can easily locate the contact information of your local dealer by clicking here.

Is my pellet stove EPA certified?

Yes. Every one of Quadra-Fire’s current stove products are EPA Certified. If you would like more information, the United States Environmental Protection Agency website, found here, provides a list of all certified pellet stove products.

Why should I heat my home with pellets versus gas, oil, or electricity?

There are many benefits of heating with pellets versus other types of fuel. The wide availability of wood pellets makes this fuel type both convenient and affordable, while providing a fantastic alternative to having to chop wood for a comparable heating experience. When compared to gas, oil, and electricity, pellets offer a much more sustainable option. Wood pellets are both renewable and clean burning, making this fuel type a great choice for the environment as well as your home.

What are wood pellets made of?

Wood pellets that are used in our stoves and inserts are a compacted combination of wood and wood by-products. These by-products, like sawdust, are the waste product of woodworking industries like furniture manufacturing, construction, and lumber milling.

What is the best way to store wood pellets?

Keeping your pellets inside, in a cool, dry, climate controlled environment is the best way to store wood pellets over long periods of time. By ensuring that your pellets never come in contact with moisture or humidity, they should remain useful over the course of multiple seasons.

Where do I find the model/serial number on my Quadra-Fire stove?

Each fireplace or stove product has a rating plate with the model and serial number listed on it. It is located either inside the stove, under the stove (if an insert) or on the back of the stove. View your specific product’s owners manual to find yours.

Do I need an existing fireplace to install a pellet insert?

No, you do not need an existing fireplace--a pellet insert can be installed without a fireplace. You can find more information on this by referencing the “Use as a built in” section of your owner’s manual and by speaking with your local Quadra-Fire dealer.

Can I use my existing vent pipe with my new pellet stove?

Since this can vary by product and vent pipe, please reach out to your local Quadra-Fire authorized dealer for help answering this question.

Do I need to protect my floors from my pellet stove?

Due to the concentrated amount of heat they generate, you will need to protect your floors with a hearth pad or other type of floor protection. To identify detailed requirements and floor protection options, reference the appliance manual for your specific product.

Do I need a chimney to install a pellet stove?

To be used safely, your pellet stove requires an approved pellet venting system. While it is not necessary to have a traditional brick or stone chimney, you will need access to an approved pellet venting system. Since pellet venting is regulated by local code requirements, we suggest that you see speak with your local Quadra-Fire dealer for more information on your specific region.

Do I need a permit to install a pellet stove in my home?

Since building permits are regulated locally, please reach out to your local code enforcement to learn more. Permitting requirements can vary greatly--even regionally. Your local Quadra-Fire authorized dealer can also help you navigate this process and learn more about the permitting process.

Where in my home can I install a pellet stove?

There could be many parts of your home that are suitable for the installation of a pellet stove. To determine which space might be best, start by referencing your product manual for more information on your specific stove. Next, feel free to reach out to your local Quadra-Fire dealer for their expert guidance on finding the perfect space in your home for your pellet stove.

What is an Outside Air Kit? Do I need to use one?

An Outside Air Kit brings in a continuous supply of combustion air from outside your home straight to your stove. While it is not always required to use an Outside Air Kit, it is highly recommended. There are some situations where an Outside Air Kit is absolutely required, for example when the appliance is located in a mobile home. Outside Air Kits are also sometimes required by local code. Please refer to your local Quadra-Fire dealer to learn more about Outside Air Kits and if your city code requires you to use one.

What size vent pipe do I need for my pellet stove?

Depending on the pellet stove you own, you will need either a 3” or 4” vent pipe. Learn more about the venting size and requirements of your stove by referencing your owner’s manual or contacting your local Quadra-Fire dealer.

How do I start up or shut down my pellet stove?

Since start up and shut down processes vary by specific appliance, please reference your owner’s manual for more information.

How do I use my stove in a power outage? Can I hook up a generator?

In the event of a power outage, we strongly advise that you have a battery backup system for your pellet stove. A battery backup system ensures uninterrupted use of your appliance, which prevents smoke from entering your home since the fire will not naturally extinguish itself. If you’re interested in using a generator to power your pellet stove, we recommend that you reach out to your local authorized dealer to identify the best option for your needs.

Why did my stove stop feeding pellets?

There are many potential reasons why the auger on your stove has stopped feeding pellets, including improper airflow, recent maintenance or jams in the auger. To ensure that the appliance is fixed properly and promptly, we strongly recommend that you consult with your local dealer to identify the source of the problem. With their help, you will be connected to the best resources and equipment necessary to fix your pellet stove.

What happens if my pellet stove loses power?

If your pellet stove loses power for any reason, including a power outage, it will no longer operate. During a prolonged period of power loss, the fire will continue to burn until it extinguishes naturally over time. To prevent smoke from entering your home during the extinguishing process, please refrain from opening any of the stove’s doors.

Why does my stove use so many pellets?

There are several factors that can affect how many pellets your stove regularly uses, including the size of the room/zone being heated, the temperature outside and user settings. If you feel that your pellet stove is using an abnormal amount of pellets, please consult with your local authorized dealer to ensure that your stove is working properly.

Will a pellet stove heat my entire home?

Each of our appliances generates powerful heat. However, these appliances are intended to heat individual rooms or zones of a home, not the entire house. If you have questions about heating your entire home, please contact your local Quadra-Fire dealer to discuss heating options available to you.

Can I perform the maintenance myself, or do I need to hire a professional?

You can perform the majority of the maintenance on your pellet stove yourself by consulting your appliance’s manual. However, if you’re interested in having a complete vent and stove cleaning performed, we strongly recommend that a professional from your local Quadra-Fire dealer perform this task.

How often do I need to perform maintenance on my pellet stove?

Over time you may need to clean the burn pot, heat exchanger, glass, hopper and pipe, as well as remove ash from the appliance. There are many factors that can affect how often you will need to clean your appliance, including fuel quality. Please refer to your owner’s manual to learn more about routine maintenance and how often it should be performed on your specific stove.

Can I reuse unburned pellets from the ash pan?

While there may be pellets that look unburned in your ash pan, never place these pellets back into the hopper. Items in the ash pan could still contain hot embers that can cause fuel in the hopper to accidentally ignite. Instead, all debris from your stove should be placed in a metal container with a lid, away from any items that are at risk for catching fire or burning.

Why does my stove make a roaring sound?

If your unit is making a roaring sound, this could indicate that there is an imbalance between air and fuel within your stove. There are a few reasons this could be happening. Your unit could simply need to be cleaned, or you might need to adjust the feed rate of fuel into your stove. For more specific information, please reference your owner’s manual.

Why is there so much soot on the glass and smoke entering my home?

While it is normal to have soot on the glass of any fuel-burning stove due to buildup, there are many potential causes for abnormal amounts of soot. Soot buildup and smoke entering the home are often related. Improper airflow, including negative air pressure and short venting can cause these problems but it is important to work with your local Quadra-Fire dealer to diagnose the source of the issue. Once the issue is identified, your dealer can set you up with the necessary resources and equipment to fix your pellet stove.

Pellets are feeding, why won’t the stove light?

A number of factors might cause your unit to experience failure to light. For example, there might be an issue with the igniter or your stove might simply need cleaning. Since there are many factors at play, we strongly recommend that you consult the owner’s manual for your specific product or contact your local dealer for more information.

Why is there buildup in my firepot?

It is normal for there to be a small amount of buildup on your firepot as a result of everyday use—there is nothing wrong with your stove. This buildup should be removed daily as part of routine maintenance. Fuel quality can affect the amount and strength of buildup on your firepot. For this reason, if you’re noticing abnormal buildup consider switching the brand of fuel you are using.

Why did my stove shut itself down?

There are many reasons your stove may have shut itself off unexpectedly. For information on the most common causes of appliance shutdown, please reference your owner’s manual. If you need further assistance, don’t hesitate to contact your local Quadra-Fire dealer.

Why will my stove not shut off in the off position?

Even if you have turned the thermostat down or if you have put your appliance in the “off” position, there might still be heat trapped within your firebox. Suddenly turning off the stove while there is heat in the firebox could be a safety risk. For this reason, your Quadra-Fire stove continues to run its combustion and convection blowers until heat is no longer sensed. If you sense that your appliance is running abnormally please contact your local Quadra-Fire dealer. Please note that unplugging the stove while it is running could cause serious damage to the electrical components—do NOT unplug your unit.

Can I use my gas or wood appliance if my home has lost power?

If your home has lost power for any reason, your Quadra-Fire stove or fireplace is still operable. Click here to learn more about what to do in the event of a power outage depending on the requirements of your specific appliance.

How can I eliminate the odor in my wood-burning fireplace?

On new wood-burning fireplaces, first determine what you are burning. You should only be using seasoned wood, newspaper, or kindling. Firestarters can cause a smell. Seasoned fireplaces: what have you burned in the past? Have you cleaned the fireplace prior to burning? If you have used firestarters and/or prefabricated logs, these products are bound together with a wax-type substance, which does not dissipate. This wax can pool and has been found under the hearth refractory and can cause a very foul odor. Also check what is on top of the fireplace. Remove all objects from mantel to see if this eliminates the smell.

How do gas fireplaces vent?

The majority of our gas fireplaces and inserts are direct vent (DV). This means they have a fixed glass front which seals the gas burner and combustion firebox off from your home. 100% of the combustion air used by the fireplace comes from outside the home through a coaxial pipe. A smaller pipe inside the larger pipe eliminates all combustible gases, maintaining indoor air quality. The vent can be run horizontally through an outside wall, or vertically through the roof, depending on your preference.

How do I clean my glass?

It is very important to clean your glass after the initial 3 hours of burn time. Failure to do so can cause permanent etching of your glass. Make sure your glass is completely cooled. It is also recommended to turn the gas off when servicing your appliance. Remove the front face or louvers of your fireplace; carefully remove the glass assembly of your fireplace (following the instructions in your manual) and lay it on a soft surface. Wipe both sides with household glass cleaner (do not use a product with ammonia), using a soft cloth. For heavy deposits, use Stove Bright Glass Cleaner , Rutland White Off Glass Cleaner, or other hard water deposit glass cleaner recommended by your servicing dealer. Carefully replace glass on front of fireplace (following the instructions in your manual), making sure glass assembly and front are secured. After this initial cleaning, clean your glass as often as necessary, particularly if adding new ember material. Never use any abrasive cleaners or cloths to clean your glass. Scratching can cause the glass to shatter.

How do I light my pilot?

CAUTION: ALWAYS REMOVE YOUR FIREPLACE GLASS PRIOR TO LIGHTING YOUR PILOT STEP 1: Locate gas supply valve (typically behind louvers, below glass opening - may be red or blue). STEP 2: Open valve by pivoting handle to be parallel to gas line. STEP 3: Locate pilot assembly with spark igniter (located behind and below logs in the firebox - typically in the bottom center). STEP 4: Then locate red or black igniter button.* Push igniter to verify spark at pilot area. STEP 5: Locate the black or green valve control knob (knob with the words 'ON', 'OFF' and 'PILOT' on it). Push in and rotate counter-clockwise until the word 'pilot' is in the 6 o'clock position.** STEP 6: While pressing and holding in the valve knob (in 'PILOT' position - it should press in about 1/4'), press the red piezo button repeatedly (once per second) until the pilot ignites. If the pilot does not light, wait 5 minutes and try again. Once the pilot is lit, continue to hold the valve knob in for 30 seconds, then slowly release. STEP 7: If the pilot light goes out, contact your nearest dealer for service. Remember to shut the gas supply valve off (picture #1). If it remains lit, press the valve knob in slightly and rotate counter-clockwise until the word 'ON' is in the 6 o'clock position. STEP 8: Finally, turn the unit's ON/OFF switch (or wall switch or remote control) to the 'ON' position to start your fire. Make sure you put the glass front back on the fireplace prior to burning your fireplace. Make sure the glass is securely clamped on, at all points, prior to replacing the front. STEP 9: Enjoy your fireplace! * If you do not see a red or black spark igniter button, you do not have a manual ignition system. If power is actively supplied to your fireplace, simply turn the on/off button, wall switch or remote control to 'on' to ignite your main burner. ** Note: Some valve assemblies may be inverted in their brackets. If yours appears to be the mirror image of picture #4, then the word 'PILOT' will be in the 12 o'clock position to light the pilot, and 'ON' will be set to the 12 o'clock position to turn on your main burner. CAUTION: ALWAYS REMOVE YOUR FIREPLACE GLASS PRIOR TO LIGHTING YOUR PILOT

How do I remove the glass from my fireplace?

Please refer to the installation manual or users guide for your fireplace to see how the glass is attached to your specific model and instructions for removal.

My fan kit is too noisy. What can I do?

Our fan kits come with a rheostat control (like a light dimmer). You can turn the control down to reduce the air noise from your fan. The fan control can be found in the control area behind the lower louver of the fireplace. We also provide optional remote controls which can control your fan speed and flame height from your favorite chair! Your dealer can help you with adding a remote control.

Should I have any type of inspection done to my fireplace, stove or insert?

Yes. We recommend annual service of your fireplace by a qualified serviceperson. This will ensure that your appliance is functioning properly.

Should I leave the batteries in my IPI system?

If your system is controlled from an IntelliSwitch wall control, the batteries may be left in the unit. If not, install the batteries only when there is a power outage.

Where can I get help if my appliance is not working correctly?

Your local dealer can provide the proper diagnosis, equipment and resources to provide the necessary corrective actions. We ask that your dealer contact us if further assistance is needed to resolve your service issue. Find a Dealer

Can I install a blower or fan kit on my fireplace after the fireplace has been installed?

Many of our gas fireplace models that have louvers or grills on the front can have a fan kit added. You will want to make sure that electricity is run to the junction box underneath the fireplace first, before ordering & installing a fan kit. You can test the junction box by plugging a lamp into the junction box and switching it on and off. Also make sure the circuit breaker is not tripped. If there is no electricity to the junction box you would have to run electric to the fireplace first before the fan kit could be installed. You can order a fan kit through your local dealer; installation instructions are packed with it.

Can I install a fireplace, stove or insert myself?

Installation of our hearth products must be done in strict accordance with local or national building codes, and the unit's installation manual. We recommend that our products be installed by a factory-trained professional. You can find a factory-trained professional on this website under the Dealer Locator section.

Can I install a traditional or plasma TV above a gas fireplace?

You need to check with the manufacturer of your television. We follow the recommendations of the TV manufacturer. NOTE: we take no responsibility of any damage caused by the heat of the fireplace.

Can I install one of your indoor fireplaces outside?

We make a wide variety of products that can be used in an outdoor porch, patio or open area under the Outdoor Lifestyles product line. In addition, many of our indoor products can be used in protected outdoor applications as long as they follow theinstallation guidelines found here.

Does the cost of the fireplace/stove/insert include everything I will need for the installation?

No. The Manufacturer’s Suggested Retail Price (MSRP) shown on the website includes the fireplace or appliance only. Fronts, piping, surrounds, gas or electric connections, and installation will be in addition to this suggested price.

Can I buy direct from the manufacturer?

Not directly. We only sell fireplaces through our local dealers. You can find a dealer near you by clicking on the Dealer Locator tab and entering your zip code, state or province in the box provided.

In an effort to deliver quality products, service, and safety, Hearth & Home Technologies, Inc. distributes our family of products exclusively through authorized and trained distributors and dealers. Occasionally, individuals will attempt to sell products online without the consent of the manufacturer. Heatilator, Heat & Glo, Harman and Quadra-Fire do not authorize the sale of products online. Here are a few things to consider if you are contemplating an online purchase of a quality hearth product. Warranty - Heatilator, Heat & Glo, Harman or Quadra-Fire does not warranty products sold outside of our authorized dealer network, nor will they warranty service work on the product that is performed by anyone other than an authorized dealer. In addition, the warranty on our products applies to the original owner only and is nontransferable. Customer Expectations - Our dealers are trained to evaluate your specific needs and suggest to you the products that will best meet those needs. When buying products online, you may be purchasing products that are not ideal for your situation and, as a result, be more costly than you anticipated. The products also require specific venting components with restrictions as to their installation which may not be evident in the purchase without a trained dealer to assess the installation application and recommend the appropriate venting scheme. Shipping Damage - Our products are designed to ship to our customers using approved carriers and processes. The risk for damage increases if you attempt to ship product outside of our dealer network. We will not be responsible for any costs related to shipping damage. Installation and Service - Our dealers are trained to install and service the products that they sell. We strongly recommend our products be installed and serviced by authorized dealers. Your warranty will be void if the product is not installed, operated and maintained in compliance with local building codes and with the instructions in the installer’s guide, owner’s guide and listing agent identification label furnished with the product. Your warranty will also be void if any service work is performed on the product by anyone other than an authorized representative. Furthermore, many local dealers will not service a fireplace they did not sell, making the authorized service of your product much more expensive. Lastly, the installation and set up of a product requires very specific installation and operational accessories. These accessories are often times not included in online sales, and can be very difficult and expensive to find after the fact. For proper sales and service, find a local authorized dealer near you.

Common Questions About Wood Stove and Pellet Stoves

Common Questions

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Common Questions

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Pellet Products: Installation

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