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Questions les plus fréquemment posées
sur les foyers à l'éthanol
FAQ's

Questions Fréquentes

Filtres
  • Installation
  • Fonctionnement
  • Entretien
  • Sécurité
  • Bioéthanol
  • Garantie
  • Payement
  • Livraison
Do you offer on site consultations or design services?

While we do not offer on-site consultations, we are available to speak with you over the phone and review any plans or photos submitted to us by email.

Do you offer custom designs or colours?

Not at this time. The extensive Brown Jordan Fires collection is available in the standard colours shown on the model specifications page.

My ground surface is uneven, will my fireplace be stable?

Brown Jordan Fires feature height adjustable articulating feet, which ensures your fireplace or accessory is stable and balanced.

How do I convert the gas burner from LP to NG?

Each burner ships as LP, but the component required to convert to NG is included with each burner. See the Installation instructions supplied with the burner for complete details on converting to NG.

Can I change from ethanol to NG/LP or vice versa?

While this is not something you would want to do with any frequency, yes the burner can be changed if you decide you would like to change from NG/LP to ethanol or from ethanol to NG/LP.

WARNING!

Brown Jordan Fires with Gas (NG/LP) Burner Systems should NEVER be used indoors or in an enclosed space.

Does my Brown Jordan Fire require any assembly?

Most Brown Jordan Fires require only minor assembly. More often than not, your fire can be ready to operate in less than 30 minutes by following the included assembly and operations manual. If choosing Natural Gas, a licensed plumber will be required to complete the installation to the permanent gas line.

Does my Brown Jordan Fire require any assembly?

Most Brown Jordan Fires require only minor assembly. More often than not, your fire can be ready to operate in less than 30 minutes by following the included assembly and operations manual.

Do Brown Jordan Fires emit heat?

Though our fires are designed primarily for ambience, many models will also provide warmth. Output varies by model. Please consult with one of our technical advisers to match the correct product for your leisure and entertaining needs.

Can I add decorative stones, glass, logs etc. over my Brown Jordan Fires?

Yes! Many of our models are designed specifically for holding decorative stones, glass beads etc. of your choosing. However, it is important that the decorative material be placed around the burner and not directly over the opening. This is because the burner door needs to be accessible for lighting, extinguishing, and refilling. Ceramic logs can also be used as long as the burner door and opening are not obstructed or prevented from performing properly.

My lighter does not work. How can I get it working?

Due to shipping restrictions, we have to ship our lighters without butane. Pressurized cans of butane can be found at major home improvement stores nationwide. Lighters have a small hole or port at the bottom of them. Place the butane can’s refilling straw into this hole and press down into the lighter. This will release the butane. Fill until lighter becomes cold to the touch.

I spilled some e-NRG. What is the safest way to clean it up?

Bioethanol can be wiped up with either a paper or cloth towel. Paper towels can be disposed of in regular trash bins. Though not toxic, it is recommended that you wash hands immediately after coming into contact with e-NRG.

WARNING!

Brown Jordan Fires with Gas (NG/LP) Burner Systems should NEVER be used indoors or in an enclosed space.

How do I light a Brown Jordan Fire?

The instruction manual that accompanies your purchase includes a step by step lighting procedure to make sure you’re able to light your Brown Jordan Fire safely and correctly.

Do Brown Jordan Fires give off heat?

They most certainly do. Our fire pits, low tables and tall tables provide warmth and ambience of up to 55,000 BTUs / hour when operating on NG or LP. For a more decorative outdoor fire, Lumen is a great option.

Do I need to service my product in any way?

Yes, normal maintenance and care is very important! Instructions are included in the Installation, Operating and Maintenance Manual supplied with your product.

Are Brown Jordan Fires weather-resistant?

All products are made to withstand the elements. For added protection, outdoor covers are available to keep your Brown Jordan Fire in tip top shape for years to come.

Do you offer on site consultations or design services?

While we do not offer on-site consultations, we are available to speak with you over the phone and review any plans or photos submitted to us by email.

Are glass screens available?

Many Brown Jordan Fires have glass screens available as optional accessories. Please check the model specifications for your desired fire to see if a glass screen is available as an optional accessory.

How do I maintain my Brown Jordan Fires?

Concrete is a porous material and while the surface is sealed at point of manufacture, the sealer may break down over time due to environmental factors like UV rays and general use. We recommend that you seal the concrete surfaces on an annual basis using a suitable sealer which will help in renewing the protective sealer layer on your product. Your distributor will know of the best brand to use in your local market. Use the protective cover when not in use.

How do I clean my Brown Jordan Fires?

Brown Jordan Fires are made from durable Concrete Composite and Stainless Steel and can be cleaned using mild soap and warm water with a soft cloth. Avoid using harsh abrasives or scrubbing tools as they can scratch the products’ surface. Just wipe to get your Brown Jordan Fire looking like new. Outdoor covers are also available to help you save on elbow grease and keep your fire looking its best.

Avoiding Stains

In the event that the coating is knowingly cut, scraped, or damaged, a new layer of sealer should be applied. Spills should be wiped up as soon as possible. While the sealer performs well against stains from oils and acidic materials, prolonged exposure may cause a breakdown of the sealer and possible discoloration.

Do not place hot objects on the surface as they may cause discoloration. Using a trivet is recommended. Refrain from applying blue painter’s tape or other adhesives directly to the product. Although not considered a defect, non-structural hairline cracks are possible and may result from shrinkage and the natural curing process. If hairline cracks do appear, immediately apply a sealer to prevent moisture from seeping into the cracks and causing discoloration. Re-seal the surrounding surfaces periodically.

Removing Stains

Even with an adequate sealer, liquids like red wine, oil, and other acid products could still break down the sealer and be absorbed into the material - particularly if not well maintained. To remove, use a fine grit sand paper to remove the stains from the surface (remembering to test a small patch in a discreet area first to ensure it doesn’t damage the surface) then re-apply the sealer.

General Maintenance

Concrete is a porous material and while the surface is sealed at point of manufacture, the sealer may break down over time due to environmental factors like UV rays and general use. We recommend that you seal the concrete surfaces on an annual basis using a suitable sealer to help renew the protective sealer layer on your product. Your distributor will know of the best brand to use in your local market. Use the protective cover when not in use.

Is e-NRG safe to be stored inside?

Ethanol is a stable liquid that is safe to store indoors as long as it is kept away from an open flame. It is also safe to be kept in garages, utility rooms or other outdoor storage areas without any risk. In accordance with various global regulations, ethanol (100% alcohol) cannot be sold in its purest form to avoid human consumption. A bittering agent is added to the formula to prevent ingestion.

Is e-NRG safe to store in my home or workspace?

Yes. e-NRG is a stable fuel source and will not pose any safety threat as long as it is stored away from an open flame.

Is it required that I use a jerry can to operate e-NRG or can I pour e-NRG directly into the burner?

Yes, we provide jerry cans, lighting rods and lighters with every burner because we want you to have the highest quality and safest experience possible when using our products. The jerry can ensures that you don’t splash ethanol when pouring or overfill the burner.

If you add the adaptor to the e-NRG bottle the Safety Spout can be connected to the bottle - only then can you use the e-NRG bottle to fill the burner. Filling from the bottle without an attached safety spout can result in serious injury.

WARNING!

Brown Jordan Fires with Gas (NG/LP) Burner Systems should NEVER be used indoors or in an enclosed space.

Is e-NRG bioethanol the same as gel fuel? Can I use gel fuel in my fire?

e-NRG is a liquid fuel and is NOT the same as gel fuels. Gel fuels have added thickening agents that can reduce the heat output and fuel efficiency. It can also leave sticky residue in the burner, which will eventually affect safe operation. Gel fuels are used only on burners specifically designed to use them. EcoSmart Fires are designed and manufactured to burn only e-NRG liquid ethanol. Other fuels, especially gels, are not recommended. In fact, the use of brands other than e-NRG voids the burner’s warranty.

Does e-NRG bio ethanol burn yellow or blue?

e-NRG Bioethanol is formulated to consistently burn its signature bright orange colour so you get maximum enjoyment out of your ethanol burning fireplace.

Is this the same ethanol I can buy at gas stations?

No. The ethanol sold at gas stations is in no way similar to e-NRG.

If I purchased from a retailer, can I contact EcoSmart Inc directly for warranty?

It is best to contact the retailer where you made your purchase. The retailer will help you resolve the issue or submit the warranty claim on your behalf.

What if I have modified the product?

If the product has been modified or altered in any way, it will not be covered under warranty unless the modifications were approved in writing by EcoSmart Inc or The Fire Company Pty Ltd. However, we are happy to provide assistance with any issues you are experiencing.

Can I return my product without the original box and accessories?

In order to be fully covered under warranty, the product must be returned in its original packaging with accessories. If any items are missing, or if replacement packaging must be provided, the associated costs will be deducted from the credit or refund.

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