Have a question about our smart electric fireplaces, installation, delivery or product support ? You're in the right place. Browse our frequently asked questions for quick answers before or after your purchase.
Quick Navigation
- 🔧 Installation & Setup
- 🚚 Shipping & Delivery
- ↩️ Returns & Refunds
- 🛡️ Warranty
- 🔥 Flame & Sound Features
- 🧼 Care & Troubleshooting
- 💧 Mercury Water Vapor Fireplace
- 🎛️ Replacement Remote Controls
- 📋 Other Questions
🔧 Installation & Setup
Do I need professional installation?
Many Litedeer Homes wall-mounted electric fireplaces can be installed by a qualified handyman or an experienced DIY homeowner.
Built-in or recessed installations may also require framing and finishing work. A licensed electrician should complete any hardwiring, new outlet installation, or electrical-circuit work.
Always follow the clearances, electrical requirements, and installation instructions provided in the manual for your specific model.
What’s the difference between wall-mounted and built-in fireplaces?
A wall-mounted fireplace is installed directly on the surface of the wall, similar to mounting a television. This installation is generally faster and may use a wider decorative trim frame for a finished wall-mounted appearance.
A built-in fireplace is recessed into a framed wall opening so that the front of the fireplace sits flush with the surrounding wall or finishing material. This creates a more integrated, custom-built appearance.
Some Litedeer Homes models support both wall-mounted and recessed installation. The installation method does not change the available features of that model; however, flame effects, heating functions, and smart features vary by model.
Always check the product specifications and installation manual for your exact fireplace model.
How do I replace the 1-inch linear trim with the wider 3-inch wall-mount trim?
Compatible Litedeer Homes Latitude fireplaces may arrive with the standard 1-inch linear trim already attached to the firebox.
Use only a wider trim kit that is designed for your exact fireplace model.
Before beginning:
- Turn off the fireplace.
- Disconnect it from the power supply.
- Allow the heater area to cool completely.
- Have a second person assist when removing large glass panels.
Step 1: Locate the trim-retaining screws
Locate the two trim-retaining screws underneath the trim—one near the left corner and one near the right corner.
Do not remove unrelated screws around the air inlet or heater outlet.
Step 2: Remove the 1-inch trim
Support the trim with one hand while carefully removing both retaining screws.
Once the screws have been removed, carefully lift the 1-inch trim away from the firebox. Do not bend or force the trim.
Step 3: Remove the front glass
The decorative media must be installed before the wider trim frame is attached.
Loosen or remove the two glass-retaining screws located along the top of the front glass, as directed in your product manual.
Attach the supplied glass suction cups securely to the glass. Carefully lift the glass upward, bring the lower edge slightly forward, and place the glass on a clean, padded, stable surface.
Step 4: Arrange the decorative media
Arrange the approved logs, crystals, stones, or other decorative media inside the media bed.
Keep all decorative media away from the heater outlet and ventilation openings.
Step 5: Reinstall the front glass
Carefully position the front glass back into place. Make sure it is seated correctly before reinstalling and tightening the upper glass-retaining screws.
Tighten the screws evenly, but do not overtighten them.
Step 6: Install the wider wall-mount trim
Position the wider 3-inch wall-mount trim evenly around the front of the firebox.
Reinstall the left and right trim-retaining screws and tighten them until the trim is secure. Do not overtighten.
Step 7: Complete a final safety check
Before reconnecting the fireplace to power, confirm that:
- The front glass is correctly seated and secured.
- The trim is level and firmly attached.
- The air inlet is completely unobstructed.
- The heater outlet is completely unobstructed.
- No decorative media is touching the heater outlet.
Watch the installation video:
Download the illustrated installation guide:
Please contact support@litedeerhomes.com with your exact fireplace model to request the illustrated trim-installation guide.
Important: The video demonstrates the trim-replacement procedure on a Latitude ZEF45X. Screw locations and installation details may vary by fireplace size or production version. For a ZEF65X or another Latitude model, confirm that the wider trim kit is compatible with your exact model before installation.
🚚 Shipping & Delivery
How long does delivery take?
Orders are normally processed within 1–3 business days.
Most orders arrive within approximately 3–8 business days after dispatch, depending on inventory availability, destination, carrier, and shipping method.
Large freight shipments, remote locations, severe weather, and carrier delays may require additional delivery time.
Orders may ship from a Canadian or U.S. fulfillment location, depending on the delivery address and available inventory.
Do you ship internationally?
We currently ship within Canada and the United States.
For special shipping arrangements outside these areas, please contact our customer-support team before placing your order. Shipping availability, freight charges, customs requirements, duties, and taxes must be confirmed in advance.
↩️ Returns & Refunds
What is your return policy?
Return or exchange requests must be submitted within 30 days of delivery and approved in writing before shipment. Eligible, unused, uninstalled, unmodified and undamaged fireplaces returned with complete contents and intact, reusable original factory packaging qualify for a full refund of the product price paid, with no restocking fee. Shipping charges are assessed separately. Please read our complete Return Policy.
Does carefully opening the box for inspection trigger a restocking fee?
No. Careful unpacking for inspection does not, by itself, trigger a restocking fee. Keep the original carton, protective foam, accessories, decorative media, manuals, hardware and all other supplied components complete and undamaged, and repack them correctly. Include the original pallet where applicable. The actual returned condition determines eligibility for the fee waiver.
Opening the carton does not authorize installation, use or modification before a change-of-mind return. Follow the model-specific manual and our support instructions for any diagnostic testing, and contact us about return eligibility before installing or using a fireplace you may wish to return.
When will restocking, packaging or missing-part charges apply?
If a return is accepted with customer-damaged or missing original packaging, missing or damaged accessories or components, or other loss of original resale condition, appropriate condition-related charges will apply. These may include restocking, replacement packaging, replacement parts and documented reduced resale value. Even an unused fireplace may have to be sold at a lower price as an open-box or unpackaged item when its returned condition no longer supports its original resale value.
Missing major components may incur their replacement cost. We assess the actual circumstances, explain estimated charges before return, and itemize any final deductions after warehouse inspection. The same loss is not charged twice. A return without original factory packaging requires specific written approval and safe-packing arrangements.
How should I open and keep the packaging?
Open the carton carefully from the top or designated opening and follow the unpacking instructions. Do not cut or tear open the carton sidewalls, drag the fireplace through a cut opening, destroy the protective foam, or discard packaging or accessories. Keep small parts together and photograph the product and packaging. Repack securely in the original positions before an approved return.
How do I request a return or exchange?
Email support@litedeerhomes.com or info@litedeerhomes.com with your order number, fireplace model, reason for return, and clear photos of the fireplace, all accessories and original packaging. Wait for written authorization, the return address and packing instructions before shipping.
Does no restocking fee mean free return shipping?
No. A prepaid return label is not automatic. Original shipping, return freight and exchange re-delivery costs depend on the reason for the return, the purchase terms and the approved return authorization. A prepaid label, when provided, means the carrier has been paid in advance; the cost may still be payable by the customer or deducted from the refund as disclosed. No-restocking-fee eligibility and shipping charges are separate.
What should I do if my fireplace arrives damaged, incorrect or with missing parts?
Inspect the fireplace and packaging promptly. For freight deliveries, note visible damage on the delivery receipt and photograph the carton, shipping label, packaging and affected area. Report visible shipping damage within 48 hours. Report concealed damage, missing items or other delivery-related problems as soon as discovered and no later than 14 days after delivery. Retain the carton, foam, pallet and affected parts while the claim is reviewed. Do not install or operate a damaged fireplace.
Manufacturing defects, damage or shortages present at delivery, and incorrect items supplied by Litedeer Homes are handled separately from change-of-mind returns. They are not automatically classified as customer-caused damage or missing parts. Our team will confirm the appropriate remedy and shipping arrangements. These reporting instructions do not limit mandatory consumer rights.
Are there any non-returnable items?
Installed, used or modified fireplaces generally do not qualify for standard change-of-mind returns. Custom-made or special-order products, and clearance, open-box or final-sale products, may be non-returnable under the terms disclosed at purchase. Paying a condition-related fee does not automatically make an otherwise ineligible item returnable. Warranty and other protected claims are handled separately.
How long does it take to process a refund?
After the approved return is received and inspected, refunds are normally issued to the original payment method within 10 business days, or sooner where required by law. Your payment provider may require additional processing time. Applicable tax adjustments and all approved deductions will be itemized. We will explain any difference between the reported and received condition before issuing the refund.
The Return Policy provides the complete conditions. Previously agreed purchase terms and approved return authorizations are not retrospectively replaced by a later website update. Mandatory consumer and warranty rights remain unaffected.
🛡️ Warranty
What warranty do you offer?
All Litedeer Homes fireplaces include a 2-year limited manufacturer’s warranty covering qualifying defects in materials and workmanship.
Selected models or components may include longer parts coverage. Warranty periods and covered components can vary by model.
The product page, warranty certificate, user manual, and published Warranty Policy should be used to confirm the exact coverage for your fireplace.
For available warranty information and registration, please visit: Company warranty information and registration.
How do I request warranty service?
Email support@litedeerhomes.com and include:
- Your order number or proof of purchase
- Fireplace model number
- Serial number, if available
- Warranty certificate
- A clear description of the issue
- Photos of the fireplace
- A short video showing the problem
Please do not dispose of the fireplace, packaging, or affected parts until our support team has reviewed the claim.
Do not remove or replace internal electrical components unless instructed by Litedeer Homes Customer Support.
🔥 Flame, Sound & Smart Features
Can I adjust the flame colors and brightness?
Selected Litedeer Homes fireplaces include customizable flame colors, brightness levels, flame speeds, ember-bed lighting, and top-lighting effects.
Available settings vary by model and may be controlled through the fireplace control panel, remote control, mobile app, or another approved control method.
Please review the product page and user manual for the features included with your exact model.
Does the fireplace make crackling fire sounds?
Selected models include built-in audio with optional crackling-fire sounds to create a more realistic fireplace atmosphere.
Sound options, volume settings, and control methods vary by model. Check the product specifications before purchasing if an integrated crackling-sound feature is important to you.
What is the energy efficiency of an electric fireplace?
At the point of use, an electric resistance heater converts nearly all the electricity it consumes into heat inside the room.
Actual operating cost depends on:
- Fireplace wattage
- Heat setting
- Length of use
- Local electricity rates
- Room size and insulation
- Outdoor temperature
Flame-only mode uses substantially less electricity than operating the heater.
Using an electric fireplace for zone heating may reduce the need to heat an entire home, but actual energy savings vary by household and heating system.
How do I operate the smart features?
Depending on the model, fireplace functions may be controlled using:
- The fireplace control panel
- The supplied remote control
- The Litedeer Homes-compatible mobile app
Available controls may include flame effects, lighting, heat, temperature, sound, timer, and scheduling functions.
Follow the user manual and app-pairing instructions supplied with your specific model.
🧼 Care & Troubleshooting
What should I do if I lose or damage my fireplace remote control?
You can purchase a genuine replacement remote control directly from our website. Choose the correct remote for your fireplace series and version using the links below. If you are unsure, contact us before ordering.
Is a replacement covered by warranty?
A remote that is lost, accidentally damaged, chewed by a pet, exposed to water, or physically damaged during use is considered an accessory replacement and is not normally covered under the fireplace warranty.
The fireplace warranty covers manufacturing defects and product-related failures. If your remote has stopped working due to a suspected manufacturing defect, please contact Litedeer Homes Customer Service for assistance before purchasing a replacement.
Latitude, WarmCastle and LiteStar Smart Electric Fireplace Series
Please select the correct remote based on the version of your fireplace or original remote. Purchase or installation date can help identify the version, but does not confirm compatibility on its own.
1. Fireplace / remote version before 2025
Shop the replacement remote for versions before 2025
2. Fireplace / remote version 2025 and newer
Shop the 2025-and-newer remote — Remote_20252A
Mercury Water Vapor Smart Fireplace Cassette Series
For Mercury Water Vapor Smart Fireplace Cassette models, use the dedicated Mercury replacement remote:
Shop the Mercury replacement remote control
Not sure which remote you need?
Before ordering, check your fireplace model and approximate purchase or installation date. If you are unsure, please provide:
- Fireplace model number
- Serial number, if available
- Approximate purchase or installation date
- A photo of the fireplace or original remote, if available
Our team will help confirm the correct replacement remote before you order.
Litedeer Homes Customer Service
Email: info@litedeerhomes.com
Do electric fireplaces need maintenance?
Electric fireplaces require relatively little routine maintenance.
To keep your fireplace operating properly:
- Disconnect the fireplace from power before cleaning.
- Allow the heater area to cool completely.
- Dust the exterior with a soft, dry cloth.
- Keep the air inlet and heater outlet clear.
- Do not spray cleaning liquid directly into the fireplace.
- Do not use abrasive cleaners.
- Do not place decorations in front of ventilation openings.
- Do not open internal electrical compartments unless instructed by Customer Support.
No chimney cleaning, fuel storage, or gas-line maintenance is required.
Is it safe to clean the area behind the glass?
For models with removable front glass, you may clean the inner surface of the glass carefully.
Use:
- A soft, clean microfiber cloth
- The supplied glass suction cups
- A clean, padded surface on which to place the glass
Very important: Do not clean, press, wipe, or touch the HD LED screen.
The HD LED screen is sensitive to pressure, scratches, liquids, and static discharge. Contact with fingers, cloths, tools, or cleaning products may cause permanent damage.
Do not:
- Touch or press the HD LED screen
- Use screwdrivers, knives, or other sharp tools near the screen
- Spray liquid directly inside the fireplace
- Apply cleaner directly to internal components
- Remove the glass without proper support
- Overtighten the glass-retaining screws
For XL larger electric fireplace such as 65-inch or 75 inch fireplace glass panels, have a second person assist with removal and reinstallation.
Why does my flame display freeze, lag, flicker, or appear distorted?
Applies to HD LED flame-display models that use a Flame USB.
We can provide a replacement Flame USB and a step-by-step Quick Guide for your model. Please send your purchase invoice and the warranty card supplied with your fireplace. Include the model number if it is not shown, so we can confirm the correct USB.
What does a replacement cost?
- Within the two-year warranty: the replacement Flame USB is free.
- Outside the warranty: you pay only the USB's cost plus actual shipping.
We confirm warranty eligibility, shipping arrangements and any amount payable before dispatch.
Why can this happen?
Power interruptions, voltage fluctuations, electrical interference, or a Flame USB/program connection issue may affect playback. These symptoms do not automatically mean the screen is defective; the cause needs to be confirmed for your unit.
What if my fireplace is recessed or flush-mounted?
Leave the fireplace installed. Do not remove it to test another outlet. Wait for the Quick Guide and support instructions for your exact model before replacing the USB or accessing internal components.
What happens after replacement?
Check that the flame display operates normally. If the issue continues, send a short video so our support team can review the next step.
Request support: support@litedeerhomes.com. If your email is returned, use litedeerhomes@gmail.com.
💧 Mercury Water Vapor Fireplace Cassette
What is the warranty for the Mercury Water Vapor Fireplace Cassette Series?
The Mercury series comes with a two-year manufacturer's warranty. For warranty assistance, contact support@litedeerhomes.com with your model and proof of purchase. Our support team will confirm the coverage and claim requirements for your unit.
Warranty: Company warranty information and registration. Mercury official two-year warranty statement
Return Policy: Returns are handled separately. View Return Policy
How does the Auto-Fill water connection work?
This information applies to Mercury 3D Water Vapor Smart Fireplace Cassette Auto-Fill models.
Mercury Auto-Fill models use professional push-fit water-connection technology similar to the connections commonly used with:
- Refrigerators
- Ice makers
- Water-filtration systems
- Coffee equipment
- Reverse-osmosis systems
When installed correctly with the approved tubing and fittings, the connection provides a secure water supply for normal operation.
Benefits include:
- A convenient push-fit connection
- No threaded fitting at the cassette connection point
- Continuous water delivery to compatible Auto-Fill models
- Widely used residential water-connection technology
A push-fit connection is leak-resistant, but it is not automatically leak-proof. Incorrect tubing, an uneven cut, incomplete insertion, damaged fittings, or excessive pressure may cause leakage.
For a safe installation:
- Use only the tubing size and water-supply specifications stated in the product manual.
- Cut the tubing cleanly and squarely.
- Make sure the tubing is free of scratches, damage, and debris.
- Push the tubing fully into the fitting.
- Install an accessible water shutoff valve.
- Check every connection for leaks before operating the fireplace.
- Recheck the connections after the initial operating period.
- Follow local plumbing codes.
- Contact a qualified plumber when required.
Manual-Fill Mercury models must not be connected directly to a water-supply line unless the model is specifically designed and approved for Auto-Fill operation.
💧 Auto-Fill Water Connection FAQ
For Mercury 3D Water Vapor Smart Fireplace Cassette Series
The VEW40A - VEW100A Auto-Fill models use the same professional push-fit water connection technology commonly found in:
• Refrigerators
• Ice makers
• Water filtration systems
• Coffee machines
• Reverse osmosis (RO) systems
When installed correctly, the connection provides a secure and reliable water supply for long-term operation.
✔ Leak-resistant push-fit connection
✔ No special tools required
✔ Designed for continuous water supply applications
✔ Widely used in residential plumbing systems throughout North America
For added peace of mind, we recommend verifying that all water connections are secure and leak-free before operating the fireplace.
📋 Other Questions
Still have questions?
Please contact Litedeer Homes Customer Support:
Email: support@litedeerhomes.com
Contact page:
/pages/contact-us
When requesting product support, please include your order number, fireplace model number, and photographs or a short video of the issue. This will help our team assist you more quickly.
