Have a question about our smart fireplaces, installation, or delivery? You're in the right place. Browse through our most frequently asked questions to get quick answers before you buy.
Quick Navigation
- ЁЯФз Installation & Setup
- ЁЯЪЪ Shipping & Delivery
- тЖйя╕П Returns & Refunds
- ЁЯЫбя╕П Warranty
- ЁЯФе Flame & Sound Features
- ЁЯУЛ Other Questions
Do I need professional installation?
Our smart electric fireplaces are designed for easy installation. Most wall-mounted and built-in models can be installed by a qualified handyman or DIY-savvy homeowner. We recommend consulting a licensed electrician if youтАЩre hardwiring the unit.
WhatтАЩs the difference between wall-mounted and built-in fireplaces?
Wall-mounted fireplaces can be hung directly on the wall like a TV. Built-in fireplaces are recessed into the wall for a flush, custom look. Both offer the same smart features and flame effects.
How long does delivery take?
We ship from our U.S. warehouse within 1тАУ3 business days. Delivery typically takes 3тАУ7 business days depending on your location.
Do you ship internationally?
Currently, we only ship within the U.S. and Canada. For special shipping arrangements, please contact us directly.
What is your return policy?
You may return your fireplace within 30 days of delivery in its original condition and packaging. Please note return shipping costs apply unless the item is defective.
Can I return or exchange my electric fireplace?
Yes, we offer a hassle-free return policy. You have 30 days to return or exchange items in their original condition and packaging. To initiate a return, please contact us via email for instructions and a return shipping label.
What should I do if my fireplace arrives damaged?
If your electric fireplace arrives damaged, report it within 48 hours. Take photographs of the item and packaging, and email them to our support team. Make a note on the freight receipt before signing.
Are there any non-returnable items?
Yes, perishable goods, custom products, personal care items, hazardous materials, and gift cards are non-returnable. Refer to our return policy for full details.
What warranty do you offer?
All Litedeer fireplaces come with a 2-year limited warranty covering defects in materials and workmanship. For full terms, see our Warranty Policy.
How do I request a warranty claim?
Email us at support@litedeerhomes.com with your order number, product photos, and issue description. WeтАЩll assist promptly.
Can I adjust the flame colors and brightness?
Yes! Our fireplaces offer customizable flame effects, including multiple colors, brightness levels, and flame speeds. Controlled via remote, app, or wall switch depending on the model.
Does it really make crackling fire sounds?
Absolutely. Selected models include immersive audio features with optional crackling fireplace sounds, creating a cozy and realistic ambiance.
What is the energy efficiency of electric fireplaces?
Electric fireplaces convert nearly 100% of electricity into heat. They use significantly less energy than traditional wood-burning fireplaces and help lower energy costs.
Do electric fireplaces need maintenance?
Minimal maintenance is required. Regular dusting and ensuring vents are clear are sufficient. Periodically check electrical connections for safety.
How do I operate the smart features?
All units include user-friendly remotes. You can adjust flame, heat, sounds, and timers. Instructions are included in the user manual provided with your fireplace.
How long does it take to process a refund?
After receiving your return, we inspect and notify you of approval. Refunds are issued to the original payment method within 10 business days. If not available, store credit will be issued.
Is it safe to clean the area behind the glass?
Yes тАФ you may clean the inner glass surface, as long as you handle it with care.
To clean safely:
тЬФ Use a soft microfiber cloth (like one for eyeglasses)
тЬФ Use the pair of glass suction cups included to remove the glass gently
тЬФ Lightly wipe the inner glass only
тЪа VERY IMPORTANT тАФ Do NOT clean, press, or touch the HD LED screen.
The HD LED screen is sensitive to pressure and static, and touching it with fingers, cloths, or any tools may cause permanent damage.
тЭМ Do NOT use sharp tools (screwdrivers, knives, etc.)
тЭМ Do NOT press on the LED screen surface
тЭМ Do NOT spray liquids directly inside the unit
Why does my flame display freeze, lag, or appear glitchy?
In most cases, temporary flame display issues тАФ such as freezing, delayed motion, flickering lines, or distorted images тАФ are caused by electrical interference or static buildup, not by a defective fireplace.
Here are the most common reasons:
1. The fireplace and TV share the same electrical circuit
If your fireplace and TV are connected to the same breaker line, the combined load may cause:
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Static buildup
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Data transmission interference
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Momentary voltage fluctuations
These can interrupt how the HD LED flame data is displayed.
Solution:
We recommend installing the fireplace on a dedicated electrical circuit directly from your power box.
2. Static buildup affecting the USB program module
If static electricity accumulates on the USB port or connection, the flame program may temporarily lose data synchronization, causing:
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Delayed or frozen flame motion
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Flickering or pixel-like distortions
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Sudden flashes or glitches
Solution:
Our support team may provide a replacement USB program module. Replacing it usually resolves the issue within minutes.
3. Momentary voltage instability
Household voltage fluctuations can temporarily affect the HD LED display speed.
Solution:
After stabilizing power, the display usually returns to normal. If not, contact support for further assistance.
Still experiencing issues?
Please contact support@litedeerhomes.com with:
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Your order number
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Warranty certificate
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A short video of the issue
WeтАЩre here to help ensure your fireplace continues to operate beautifully.
Still have questions? Contact our support team тАФ weтАЩre happy to help!
