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Frequently Asked Questions

How do I file a warranty claim? Is my issue covered under warranty?

For homeowners:  Please contact your local dealer directly.

For dealers:  Warranty procedures vary based on the manufacturer. Refer to Majestic Hearth's 2015 Dealers Hearth and Marketing Program manual for specific warranty procedures in addition to a copy of our warranty form. You must login to view the manual.

Please be prepared to provide the following information when making a warranty claim:

  • Model number
  • Serial number
  • Date of purchase
  • Description of problem and any corrections made
  • Part numbers that need replacement

I need technical support or advice on one of your products.

For homeowners:  Please contact your local dealer directly.

For dealers:  Please email This email address is being protected from spambots. You need JavaScript enabled to view it. with your inquiry and any pertinent information that may help us address your questions. If your issue is urgent, please contact us by phone at (303) 216-0999.

I am a homeowner who needs service on my fireplace/stove

Majestic Hearth Distributors does not provide outside service work. In most cases, the best way to have this kind of work done is to contact the retail dealer that the unit was purchased from. If this information is not known (i.e. the unit was already in the home when you moved in), contact an independent service technician.

I am a homeowner who would like to buy the products you offer.

Majestic Hearth Distributors is a wholesale distributor of hearth and barbeque products throughout all of Colorado, as well as parts of New Mexico, Utah, and Wyoming. Our customer base is largely made up of retail dealers and building contractors.

To find a retail dealer or showroom near you, use the dealer locator tools on our manufacturer's websites which can be found on our "Products" page.

 

I don't know the model number or serial number of the unit I need help with.

In order to procide accurate information regarding replacement parts or technical advice, we do need to know the model number of the unit in question. In some cases, a serial number will also be required. This information can be found on your unit's rating plate, which may be located in a number of different locations:

Gas Fireplaces

The rating plate on a gas fireplace can often be found behind the access door to the internal equipment, attached with a cable or chain. The access door is generally located underneath the glass window to the fireplace.

Wood Burning Fireplaces

In a wood burning fireplace, the rating plate is frequently located inside of the firebox, mounted on the interior side walls.

Gas or Wood Burning Stoves

The rating plate on a stove may be attached underneath or to the back of the unit. Gas stoves also have an access door to equipment at the bottom front, and the rating plate may be attached in this area as well.

I need a replacement part, but I don’t have the part number.

Replacement part breakdowns and part numbers can most often be found in the product manual.

If the product manual is not listed or the part cannot be found in the manual, please email This email address is being protected from spambots. You need JavaScript enabled to view it. with the unit's model number, serial number (if available), and a description of the part needed.

View Majestic User-Guide Manuals here

View Superior User-Guide Manuals here

Our gas appliance worked fine the first few seasons, but now we have to re-light the pilot frequently.

Gas appliances should be serviced on a regular basis, and the best time to service the unit is before the start of the heating season. Common household particles such as dust, dirt, and dander can build up and cause the pilot to drop out. Obstructions to the main burners may cause the appliance to burn inefficiently. A pre-season service call allows your technician to come to your home at a mutually convenient time. Some companies will even discount service calls made before the cold weather arrives. Allowing the appliance to fail during the heating season often means a longer waiting time for your appointment.

Why do I need a thermometer?

A magnetic thermometer placed on the stove or a probe thermometer inserted into the connector pipe can help determine when to reload and when to open or close the air shutter. This allows you to burn the stove in the most efficient manner. It will also help you to determine whether you are over-firing or under-firing your stove.

Why does the fire go out or smolder when I close the door or the bypass damper?

This can occur due to several factors:

    • The fire was not burning hot enough to produce the draft needed to pull the air into the fireplace. Feed more dry wood kindling before closing down the stove.
    • The chimney draft is weak due to too many restrictions; chimney height below the minimum; draft diluted due to poor gasket connection(s); loose clean out door.
    • The wood is not properly seasoned or too big to create the heat necessary to produce draft.
    • Air shutter was not open enough. Open the air shutter all the way to get the fire burning briskly before shutting it down.

When do I need to replace my stove gaskets?

Any moveable surface on a wood stove, such as load doors, ash doors, griddles, dampers and all glass panels, have gaskets usually made of fiberglass which require regular maintenance. These gaskets maintain the proper seal required to make the stove perform optimally. If any load door on the unit becomes loose, the latch mechanism should be adjusted as per the user manual. This is common after the first few months of use as the gaskets get worn in. If any gaskets fall out or become frayed or otherwise damaged, they must be replaced and/or re-attached immediately before using the appliance. The types and sizes of gaskets used on your unit are listed in the manual and should be available from you dealer.