Last Updated: July 23, 2026
American Fireplace Supply offers products from trusted manufacturers. Most products include a manufacturer’s warranty; however, coverage varies by brand, product, model, installation method, and intended use.
Please review the warranty documentation included with your product or listed on the product page for the specific terms that apply to your purchase.
Warranty at a Glance
- Warranty provider: The product manufacturer
- Coverage: Varies by manufacturer and product
- Proof of purchase: Required
- Installation: Must follow manufacturer instructions and applicable codes
- Claim assistance: American Fireplace Supply will help review and submit eligible claims
- Final decisions: Determined by the manufacturer
How to Submit a Warranty Claim
If you believe your product has a warranty issue, email support@americanfireplacesupply.com as soon as possible.
Please use the following email subject line:
[Order Number] – [Product Name / SKU] – Warranty Claim
Example:
AFS-1048 – Napoleon Allure Vertical / NEFVC32H – Warranty Claim
Please include the following information in your email:
- Your order number
- Product name and SKU
- Product model number
- Product serial number, if applicable
- Proof of purchase
- Photos or videos clearly showing the issue
- Photos of the installation, when relevant
- A brief description of the problem
- The date the issue was first noticed
Providing complete information helps us review your request and communicate with the manufacturer more efficiently.
Our team will review the information and, when applicable, assist with submitting the claim to the manufacturer or authorized supplier.
Manufacturer Warranty Coverage
Most products sold by American Fireplace Supply are covered by the original manufacturer’s warranty.
Warranty duration, coverage, exclusions, and available remedies vary depending on the manufacturer, product type, installation method, and intended use.
Please refer to the manufacturer’s warranty documentation, product manual, or product page for the warranty terms that apply to your purchase.
Warranty remedies may include replacement parts, repair, product replacement, or another remedy selected by the manufacturer under its applicable warranty terms.
Installation Requirements
Many fireplace, hearth, and home heating products must be installed according to the manufacturer’s installation instructions, applicable building codes, clearance requirements, venting specifications, and safety requirements.
Some products or manufacturers may require installation by a qualified or licensed professional.
Improper installation, misuse, unauthorized modifications, improper maintenance, or failure to follow manufacturer instructions may limit or void warranty coverage.
Customers should retain installation records, invoices, permits, and photographs when applicable, as the manufacturer may request this information during a warranty review.
What Is Typically Not Covered
Unless specifically covered by the manufacturer’s warranty, the following are generally not included:
- Labor, diagnostic, installation, or removal costs
- Return shipping or freight charges
- Damage caused by improper installation
- Misuse, abuse, neglect, or accidents
- Normal wear and tear
- Routine maintenance or replacement of consumable parts
- Cosmetic damage occurring after delivery
- Products that have been modified or altered
- Damage caused by improper fuel, electrical supply, venting, or operating conditions
- Issues resulting from failure to follow manufacturer instructions
Coverage varies by manufacturer. Please review the warranty provided with your specific product before requesting service.
Shipping Damage Is Not a Warranty Claim
Damage caused during shipping is handled separately from manufacturer warranty claims.
Major visible freight damage must be documented and addressed at the time of delivery. If major damage is present, follow the inspection and refusal procedures in our Freight Delivery & Damage Claims Policy.
Concealed shipping damage, missing items, or incorrect items must be reported as soon as possible and no later than 48 hours after delivery.
Important Notice
American Fireplace Supply does not create, modify, extend, or independently guarantee manufacturer warranties.
All warranty approvals, coverage decisions, repair authorizations, replacement parts, product replacements, and other remedies are determined by the applicable manufacturer or authorized supplier under its warranty terms and procedures.
Submitting a warranty request to American Fireplace Supply does not guarantee approval or a specific remedy.
Questions?
If you have questions about a manufacturer’s warranty or need help starting a claim, our team is here to assist you.
Customer Service Hours
Monday – Friday
9:00 AM – 5:00 PM ET
Phone
(855) 506-8593