At Friendly Fires, we are here to support you in a variety of ways:

Option 1
Your owners’s manual contains valuable information that is specific to your appliance. We highly recommend you review it on a regular basis. If you do not have your manual handy, we can send one to you and / or they can typically be downloaded from manufacturer’s websites. In addition, some manufacturers have posted videos and other helpful information. For example – if you have one of the following appliances, you may be interested to see what they have to say.

Enviro Customer CareValor Customer Care / Heat & Glo Customer Care / Town & Country Customer Care / Jotul Customer Care / Wood Heat Expert Forum / WETT Inc. (wood safety) / Hearth Patio & BBQ Association of Canada (customer resources) / TSSA (gas & propane regulatory body)

Option 2
We have prepared some PDF handouts with common questions & answers. These can be downloaded on the right side (see FAQ link).

Option 3
The Friendly Fires sales associate who assisted you with your purchase is an industry veteran and may have important knowledge that can help. Our sales team have worked at Friendly Fires for many years and many are former technicians. If they can not answer your question, they can escalate your concern to our Service Department. The Friendly Fires Team page has a list of our customer service contacts, and / or please contact us directly.

Support Videos

Please browse the categories below and hopefully your question will be answered.  If not, please visit our Friendly Fires You Tube Page for a complete list of all our videos.

Video Categories:

Starting a Wood Fire with a Cold Chimney (How to stop smoke coming back in the house)

We receive a lot of phone calls about problems with wood stoves or fireplaces where smoke is coming back into the house.  One of the most common reasons for this is cold air in the chimney.

In the video below, Jason walks us through a few methods for heating up the chimney and creating a positive draft of air up the flue.  Once this happens smoke will be pulled up the chimney and not into your home.

Tools required – newspaper, lighter, electric heater, fire starter cubes.

Please let us know in the comments below if you have any other questions at all or if there are any other videos you’d like to see!

Please also view our wide range of Wood, Gas, Pellet, and Electric Fireplaces and Stoves.

How to Light Pilot Light on Natural Gas or Propane Fireplace or Stove

It’s getting to be that season again where we’re starting up our fireplaces and stoves.  One common question which we get every year is, “How do I light my Pilot Light?”.  Most units have a very similar process for getting the pilot lit, we’ve included a few videos below that should light your fire!

If you still have questions please do leave them in the comments below and we’ll do our best to help!

How to Light Pilot Light on Natural Gas or Propane Fireplace

Lighting the Pilot light on an Enviro Westport Stove

We have a wide range of Gas Fireplace Replacement Parts to help keep your Fireplace or Stove in top shape.  We’ve also got the largest supply of Wood Fireplace Replacement Parts in North America.

How to light the pilot light on an Enviro Westport Gas Stove

Lighting the pilot light on an Enviro Westport or Westport Steel stove is slightly different from the piezo ignitors on most gas fireplaces and stoves.  In this video Gene walks us through the steps to light the pilot light.

Wood Pellets Green Mountain Grills BBQ Pellets

Wood Pellet Smoking Tube Green Mountain Grills Thin Blue Smoker

Pellet Grill Accessories Green Mountain Grills

BBQ Rubs and Sauces Green Mountain Pellet Grills

Green Mountain Pellet Grills

Primo Charcoal BBQ Rosting Tips

Primo BBQ Greek Burger Recipee