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Our office hours are 9am to 3pm Mon to Fri Pacific time.

 

Problems? Suggestions?

We'd love to hear from you!

Complete the Contact Information form below and we will contact you as soon as possible.

Be sure to tell us if you prefer to be contacted by e-mail or telephone.

If you need an owners manual or assembly manual, please send requestby e-mail to sues@febointernational.com

FREQUENTLY ASKED QUESTIONS

Where are the numbers I need to fill out my registration card? All the numbers you need are located on the back of the insert itself.

Where can I find the model number? On the back of the insert. It starts with either an F or ZHS.

I bought my fireplace from Finger-hut and my insert did not come with the mantle. Fingerhut sends the mantle and insert separate and it may take a couple days to get it.

I bought my fireplace at Fingerhut, and when it arrived the one of the pieces was scratched up. You need to call Fingerhut

I bought my fireplace at Lowe's, and I need to talk to someone. Please call Archway 1-866-439-9800

The model number on the back of the insert starts with GW. This insert was manufactured by Great World. There number is 1-888-878-8820

I bought my fireplace at Sam's Club and I have a problem. Please call 1-866-949-3838

I put the feet on my 36" wall mount fireplace and now it doesnt work.  You probably used the wrong screws and shorted out the motherboard.  Please contact customer service to get a replacement motherboard.

The lights are not working, I don't have a flame. Open the back of the insert and look down, you will see the light bulbs, they are regular 40 watt light bulbs with the small base. You can buy them anywhere.

The flames on my fireplace are upside down. You need a new motor. You can purchase a motor on our website febolimited.com or contact customer service 925-820-8478 or sues@febointernational.com

I bought my fireplace over a year ago and I need replacement parts. You can order replacement parts on our website febolimited.com.

My fireplace was working fine, and then it just stopped working and won't turn back on. Unplug the fireplace and let it set for about 30 min, then plug it into the wall outlet directly, with nothing else plugged in that socket. Do not use an extension cord or surge protector. Now turn it on. It should work.

My fireplace is making a noise Take the back off the insert and check to and see if you can tell where the noise is coming from. If the metal bar has fallen, just pick it up , straighten it out and put it back in the holes where it belongs.

If the noise is coming from the motor, or from the heating element, you can order replacement parts on our website febolimited .com. If your fireplace is still under warranty, please call customer service at 925-820-8478.

How long is the warranty on the inserts? We have a one year warranty.

Can I purchase just the insert? Yes, you can purchase an insert by going to our website febolimited.com

My fireplace didn't come with instructions, how can I get an owners manual? Please contact sues@febointernational.com.

I lost my remote control, how can I get a replacement? You can order one at febolimited.com. or by calling customer service.

I just bought my fireplace, and I'm having problems. The instructions say don't take it back to the store, to contact you.

You can return it to the store for exchange or refund in the with in the first 30 days.

If you recently experienced an electrical storm, or power surge, your light bulbs might blow. Try replacing the light bulbs first. Regular 40 watt bulbs with a small base. If that doesn't solve the problem, try unplugging it for 1/2 hour, then plug back into a diffrent outlet. This will reset it. or  call 925-820-8478.

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