General
No.
We are not the manufacturer. Dimplex electric fireplaces are manufactured by Glen Dimplex Americas. We are, however, North America’s largest and most trusted retailer of the Dimplex electric fireplace brand.
Dimplex fireplaces are 100% efficient. All the energy supplied to the unit is converted into heat, which stays in the room to keep you warm. Many gas fireplaces advertise 70-80% efficiency. This means that 20-30% of the energy supplied to the units is vented outside.
No, Dimplex products operate for pennies a day. The flame alone uses slightly less than 300 watts. With an average electricity rate, the unit operates for a remarkable 3¢ per hour, providing the ambiance and romance of a fireplace. When you choose to activate the heat feature along with the flame, the unit uses approximately 1500 watts. The total cost to operate the flame and heater is approximately 8¢ per hour (gas fireplace manufacturers regularly advertise running costs of 17¢ per hour). Electricity rates vary. 8¢ per hour based on heater cycling at 50%.
Yes! Unlike gas fireplaces that require venting lines, most Dimplex fireplaces just need to be unplugged.
Dimplex fireplaces distribute a warm, gentle, even heat over a wide area by means of an internal fan-forced heater. Each fan-forced heater will heat the room based on 10 watts per square foot, working in conjunction with the home's primary heating system. Dimplex fireplaces are capable of taking the chill off just about any size room when required.
Dimplex has developed an award-winning patented technology which provides a realistic, wood-burning flame.
Yes! The Dimplex flame and heater operate independently of each other. This means you can enjoy the ambiance of a realistic flame all year round!
Depending on your Dimplex model, controls will vary. Please reference your Owner's Manual for flame control functions.
We have many different fireplaces with a variety of sizes to fit pre-existing openings. Please contact our Customer Support team with the opening’s dimensions (H x W x D).
Yes! Most of our units can be installed by our consumers. The installation process is designed to be as simple as possible. There are other Dimplex models that may require an electrician or plumber to help with the installation.
You can put a Dimplex fireplace in any indoor area, if it is clean and dry. Whether you want to add ambiance to your living room, family room, bedroom, kitchen, foyer, or dining room, Dimplex fireplaces are perfect for single family homes, condominiums, apartments, mobile homes, or cottages.
All the manuals are available on our website on each product; look for the "Downloads" tab.
Dimplex fireplaces have full electrical certification throughout North America for complete peace of mind. To ensure the safety of your family members, no combustible energy sources are used to produce the flame. This means that you never need to worry about oxygen depletion or carbon monoxide poisoning in your home. The glass remains cool to the touch to ensure children do not burn their hands on the glass. It also does not contribute to indoor moisture or mold concerns. Other features include impact resistant safety glass and heater safety cut-out with reset controls.
Dimplex models are designed to be easily maintained. Please reference your Owner's Manual for specific maintenance instructions.
California’s Proposition 65, called the Safe Drinking Water and Toxic Enforcement Act of 1986, gives California consumers the right to know when products contain chemicals known by the state of California to cause cancer, birth defects, or other reproductive harm.
Media Console & Mantels
The Dimplex media consoles are tested to support up to 100lbs. We do not recommend putting televisions on units that are not specifically classified as media consoles.
We can process the warranty claim on your behalf, but parts will ship from the manufacturer.
The owner’s manual is referring to the firebox portion only. If you have purchased one of our fireplace packages with a firebox and media console/mantel, then it is perfectly fine to place your fireplace media console/mantel on a carpeted surface.
It is always recommended that you check with the television manufacturer for any restrictions prior to installing your Dimplex fireplace to ensure all restrictions are met.
General rule of thumb: ensure there is 18 inches of space between the top of the fireplace and the bottom of the television.
Specific requirements are outlined in the Owner's Manual.
All our current products being produced meet CARB Phase 2 requirements.
We do not recommend painting your mantel as it will void the warranty on the unit.
Yes. The media console/mantel was designed to allow enough space around it for our firebox to operate properly.
We recommend using a clean, damp cloth to wipe away any dust or dirt. Furniture polish is not recommended.
We recommend purchasing a furniture crayon or mini-wax pen of the same color and using it to touch up your piece. These can be found at most home improvement stores.
Linear Fireplaces
If the wall mounted fireplace you purchased has loose media such as glass pieces, stones, or river rock, you can choose to replace this media with something else of your choosing. To ensure proper operation of the unit, please make sure the alternative media you choose is the same weight as the original media provided and that you are not using anything fine (such as sand) or liquid as it could get into the inner components and render the unit inoperable.
It is always recommended that you check with the television manufacturer for any restrictions prior to installing your Dimplex fireplace to ensure all restrictions are met.
General Rule of Thumb: ensure there is 18 inches of space between top of fireplace and bottom of the television.
Specific requirements are outlined in the Owner's Manual.
Please start with changing the batteries in the remote. If this does not resolve the issue, check your Owner's Manual to see if re-initialization is required (varies depending on model). If the remote still does not function with the unit, our Customer Support team will be happy to advise you.
Do you have power to the unit (plugged in or hardwired)?
If you do not have power to unit, please check to ensure the proper wiring has been completed and that you have a dedicated amp circuit that is 15 amps.
Due to the variances in our wall mounted fireplaces, we recommend checking the troubleshooting guide in the service manual or contacting our Customer Support team for further assistance.
To locate part numbers for your unit, please refer to the service manual or contact our Customer Support team. To best assist you, please have your model number and serial number ready for our team. We will advise you on next steps.
Start with resetting the fireplace by turning the power off at the breaker panel for 15 minutes.
If the noise persists, ensure that the exterior intake vents are free of dirt/dust. We recommend cleaning the heater assembly with compressed air or a vacuum.
If the noise continues, verify if the noise is occurring with or without the heater being turned on, then contact our Customer Support team for further advice. We may recommend contacting the manufacturer directly.
Start with resetting the fireplace by turning off the power at the breaker panel for 15 minutes.
If problem persists, contact our Customer Support team directly for further assistance. We may recommend contacting the manufacturer directly.
If you see ER2 on display, ensure that the model is not recessed/subsurfaced more than a ½ in or 13 mm. Ensure that exterior intake vents are free of dirt/dust. We recommend cleaning the heater assembly with compressed air or a vacuum.
If the problem persists, contact our Customer Support team directly for further assistance. We may recommend contacting the manufacturer directly.
Plug-In Firebox
Ensure the unit is plugged into a dedicated 120V outlet and not a power bar or extension cord. If problem persists, contact our Customer Support team directly for further assistance. We may recommend contacting the manufacture directly.
Please review the Operating Instructions in the Owner’s Manual.
If your problem persists, here are a few troubleshooting steps:
- The batteries in your remote control need replacing.
- The remote control may need to be initialized with the fireplace. Please refer to Owner’s Manual for step-by-step instructions.
If the problem is not resolved, contact our Customer Support team directly for further assistance. We may recommend contacting the manufacturer directly.
This is normally caused by the flicker motor inside the unit. Start by resetting the unit by shutting the power off at the breaker panel for 15 minutes.
If the problem is not resolved, contact our Customer Support team directly for further assistance. We may recommend contacting the manufacture directly.
The bulbs/LED strip (depending on unit) may be burned out and will need to be replaced. Please check in the Owner’s manual under the Maintenance section to see if your unit has bulbs or LEDs and replace them first.
There could be a loose wire with the bulbs or LEDs – confirm that all wiring connections are tight within the unit.
The amount of ambient light in the room may affect the appearance of the flame.
If the problem is not resolved, contact our Customer Support team directly for further assistance. We may recommend contacting the manufacturer directly.
The flame should be a constant, smooth, flowing flicker. The jumping may be caused by the flicker rod not being connected to the shaft on the flicker motor or the flicker motor needing to be replaced.
Light should not be visible around the perimeter of the log set. It could be that the log set is not positioned properly in the firebox. Remove and replace the logs as outlined in the Maintenance section of the Owner’s Manual.
Please check if the light bulbs underneath the log set need to be changed. Please review the Maintenance section in the Owner’s Manual for light bulb replacement.
If the problem persists, the log set may need to be replaced. Please contact our Customer Support team directly for further assistance. We may recommend contacting the manufacturer directly.
Please contact our Customer Support team directly for further assistance. We may recommend contacting the manufacture directly.
Please review the Operating Instructions in the Owner’s Manual for clearances surrounding the fireplace. It may be due to the heater not drawing in enough air flow from the room.
If the problem persists, here are a few troubleshooting steps:
Ensure that there is sufficient space around the firebox, including the bottom of the unit where required. Install felt feet if necessary.
Ensure that the exterior intake vents and firebox cavity are free of dust/debris by using a vacuum or compressed air to clean out the heater.
If the problem continues, please contact our Customer Support team directly for further assistance. We may recommend contacting the manufacture directly.
The heater may emit a slight, harmless odor when first used. This odor is a normal condition caused by initial heating of internal heater parts.
If the heater has not been in use for some time, the heater may be burning off any dust that may have accumulated while not in operation.
If the odor continues while the heat is on, please contact our Customer Support team directly for further assistance. We may recommend contacting the manufacturer directly.
Small glowing sections of the elements are normal. If you are finding that larger glowing sections are causing the heater to trip, you should disconnect the power to the unit and discontinue use. Please contact our Customer Support team directly for further assistance. We may recommend contacting the manufacturer directly.
Start with resetting the fireplace by shutting the power off at the breaker panel for 15 minutes.
If the noise persists, ensure that exterior intake vents and firebox cavity are free of dirt/dust. Clean the heater assembly with compressed air or a vacuum.
Before reaching out to us directly, check to see if the noise occurs only when the heater is turned on. Then please contact our Customer Support team for further assistance. We may recommend contacting the manufacturer directly.
There could be other appliances on the same circuit as your unit. This could cause too much current draw near or over the breaker’s rating. Try plugging the unit into another outlet or install a 15-amp breaker dedicated to the unit. We may recommend contacting the manufacturer directly.
Please refer to the Operation section in the Owner’s Manual.
If your problem persists, here are a few troubleshooting steps:
Your remote control may have a similar frequency to other remotes in the home or there may be radio frequency disturbance from outside sources. Refer to the Owner’s Manual to re-code your remote control. Once you have re-coded the remote, you must initialize the remote to the unit.
If the problem continues or your remote does not have re-coding options, please contact our Customer Support team directly for further assistance and provide them with your model number to assist you accordingly. We may recommend contacting the manufacturer directly.
The power cord may get slightly warm to touch when the heater is on. This is normal operation. Should the cord get too hot to touch, unplug the unit and contact our Customer Support team directly. We may recommend contacting the manufacturer directly.
Please refer to the Operation section in the Owner’s Manual.
Ensure that you have power at the outlet - the breaker may have tripped, or the fuse has blown.
Ensure that the unit is not plugged into a power strip, surge protector, or extension cord. All our products must be plugged directly into an outlet.
If the problem continues, please contact our Customer Support team directly for further assistance. We may recommend contacting the manufacturer directly.
Heaters
Yes. These clearances are part of the CSA/UL approval. Installing the unit in a non-recommended manner is unsafe and will void the warranty.
Single pole thermostats break only one side of the power line; therefore, power is continuous to the heater. The control knob will only have a low temperature setting, with no true “off” position. Check with local building/electrical codes for requirements in your area.
Double pole thermostats break both sides of the power line; therefore, all power to the heater is interrupted. The control knob will have an “off” position. Check with local building/electrical codes for requirements in your area.
The general rule for electric heat is 10 watts of heat per square foot of space. For example: a 1000-watt heater will heat 100 square feet (10’ x 10’) in a standard insulated room.
To get an accurate measurement of wattage required for your space (considering windows, doors, insulation level etc.), we recommend using a Heat Calculator.
The types of heaters we offer work on the principle of convection; heat is transferred from the heating element to the surrounding air. The two basic types of heaters are:
Fan Forced Heaters
Convection Heaters (those without a fan)
All heaters of the same wattage produce the same amount of heat and cost the same to operate, regardless of type.
Although the heaters we manufacture are voltage specific, there are no differences in operating costs of 120-volt vs. 240-volt units if the heating appliance being used is rated at the same power (watts).
All electric heaters are 100% efficient. This means that there are no external losses (such as heat lost up the chimney in gas and oil-fired systems).
Electric heat has a variety of advantages:
It is the cheapest to install, both by material and labor.
There is no need for gas lines, and it can be used wherever electricity is available.
It is safe – there are no concerns about gas.
You can control each room individually.
It is best suited to fixing problems in under-heated areas.
There is a variety of products that can be used for one project.
It is the best option for Do-It-Yourself installations.
Amps are calculated by taking the watts and dividing by the volts. An additional allowance of 20 – 25% must be added to the amp calculation to allow for fluctuations that can occur in the power supply. It is especially important to check with local building codes before selecting your breaker — size requirements vary from region to region.
The most common reason for this to happen is an error of the 240-volt connection at the power source inside the breaker/electrical panel. Consult with the original installer and/or certified electrician to check the Voltage coming into the heater by using a voltage/multi-meter. The meter should read 240 volts by measuring across both L1 and L2 at the same time.
All heaters are UL/CSA approved as is. No modifications are allowed.
Some of our heaters are factory-repairable only. Please contact our Customer Support team directly. Please have the model number and date code/manufacturing date ready at the time of the call. We may advise you to contact the manufacturer directly.
Opti-myst
If plugged into an outlet, unplug the unit for 15 minutes to reset. If hardwired, reset at the breaker panel and have an electrician ensure the unit has been wired properly.
If you have multiple units installed on the same circuit, ensure they are wired in parallel.
If the problem persists, please contact our Customer Support team directly for further assistance. We may advise you to contact the manufacturer directly.
Flame is created by the transducer located in the water reservoir inside the unit. Ensure the transducer is placed in the water correctly and plugged in. Ensure that the water level is between the minimum and maximum water level lines. Additionally, check the water reservoir to ensure there is no particle build up inside the unit.
If the problem persists, please contact our Customer Support team directly for further assistance. We may advise you to contact the manufacturer directly.
Ensure there is no water in the air duct that helps blow the flame out of the unit. Ensure the fan filter is clean and dry.
You must also have the proper (venting) area for air to enter the bottom of the unit. This depends on the model number:
Fresh Air intake vents
CDFI500-PRO – 40 square inches.
CDFI1000-PRO – 80 square inches.
Fresh-air intake vents must allow air flow to the underside of the unit. Please refer to the Owner’s manual for specific examples.
If problem persists, please contact our Customer Support team directly for further assistance. We may advise you to contact the manufacturer directly.
Make sure to adjust the flame height on both the primary and secondary side controls.
The transducer may require cleaning. Try cleaning it with three parts vinegar to one part water and leave it to soak for 4 hours (ensuring the plug is not placed directly in the water).
You must also have the proper (venting) area for air to enter the bottom of the unit. This depends on the model number:
Fresh-air intake vents
CDFI500-PRO – 40 square inches
CDFI1000-PRO – 80 square inches
Fresh-air intake vents must allow air flow to the underside of the unit. Please refer to the Owner’s Manual for specific examples.
If problem persists, please contact our Customer Support team directly for further assistance. We may advise you to contact the manufacturer directly.
When the unit is blinking it is to tell you there is an issue with the unit. The number of blinks each time will help you solve the problem:
Unit continuously blinks one time: remove enough water from reservoir so that level is below the maximum level.
Unit continuously blinks twice: refill the water reservoir so that level is above the minimum level.
Beeping with lights on/off every two seconds: waiting to be synchronized with remote.
Also, check the water to ensure there is no particle buildup inside the unit. If the blinking persists, please contact our Customer Support team directly for further assistance. We may advise you to contact the manufacturer directly.
It can take the unit up to 10 minutes of running to stabilize the flame effect. If the smoky look continues for longer than 10 minutes, lower the flame height on both the secondary and primary sides.
Please also check the water to ensure there is no particle buildup inside the unit and that the unit has the fan filter inserted.
If the problem persists, please contact our Customer Support team directly for further assistance. We may advise you to contact the manufacturer directly.
Please check the water to ensure there is no particle buildup inside the unit. It is required that the unit be cleaned with soap and water on a regular basis - at a minimum, once per month. More frequent cleaning may be required depending on the water quality. Please refer to the Owner’s manual for further maintenance instructions.
If problem persists, please contact our Customer Support team directly for further assistance. We may advise you to contact the manufacture directly.
You can only purchase these bulbs from Dimplex. Please contact our Customer Support team directly for the part number. We may advise you to contact the manufacturer directly.
The Opti-Myst uses a combination of mist and air to create realistic flame effects. If there is too much of a draft, the flame effect may be lost or inconsistent. When installing a new unit, we suggest you avoid places near drafts, fans and air currents that will negatively impact the flame effect.
Additionally, not enough airflow into the unit will risk damaging the fireplace or will reduce the height and visibility of the flame.
You must also have the proper (venting) area for air to enter the bottom of the unit. This depends on the model number:
Fresh-air intake vents
CDFI500-PRO – 40 inches squared
CDFI1000-PRO – 80 inches squared
Fresh-air intake vents must allow air flow to the underside of the unit. Please refer to the Owner’s Manual for specific examples.
If problem persists, please contact our Customer Support team directly for further assistance. We may advise you to contact the manufacturer directly.
Normal tap water can be used in the Opti-Myst if the tap water is not considered to be hard water. In the event your tap water is hard, it can cause issues with the internal components. Hard water minerals will build up on parts that they come in contact with, which can reduce the amount of mist or block the supply line over time. If you are using hard water, these things can be mitigated by cleaning the Opti-Myst once every 3 - 4 weeks.
It is recommended that you use soft or filtered water.