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FAQ's

Common Questions

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  • Installation
  • Operation
  • Maintenance
  • Safety
  • Bioethanol
  • Warranty
  • Payment
  • Shipping
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.

Can I extinguish the fireplace before the fuel has burnt?

Yes, you can turn your EcoSmart Fire burner off at any given time, even if there is ethanol still left in the burner. It is recommended however, that you leave it to burn until it completely runs out. The shut off mechanism is there for security and safety for those times when you need to leave the house, as it is not safe to leave a fire unattended. Please wait 60 minutes before relighting the ethanol after extinguishing it to let the ethanol cool. Built up vapours may cause a strong, initial ignition if the ethanol has not cooled long enough.

For all other brands refer to the manufacturers instructions.

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.

What is fibre cement?

Fibre cement is aerated cement that is mixed with jute fibre to provide a rigid and lightweight material that has all the strength of traditional cement without any of the drawbacks associated with its weight.

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.

How do I remove stains from fibre cement?

Though fibre cement is not an overly porous material there is still a possibility of staining, particularly if not well maintained. Use fine grit sandpaper on the affected area to remove the stain then re-apply wax as outlined in the general maintenance section. It is recommended that a small, discrete area be tested first to ensure damage to the surface will not occur.

How do I clean my EcoSmart Fire burner?

Cleaning of the burner should be done only after you have used 50 litres of fuel or as soon as you notice a black residue forming around or on the burner. Before starting, make sure the burner is off, empty of ethanol, and at room temperature. Spray a multi-purpose cleaner on the surface of the burner and wipe with cloth, making sure to wipe in the direction of the grain. If material has fallen into the burner use a vacuum cleaner to remove debris through the burner opening. If your burner smells unusually strong after extensive use, remove the empty and room temperature burner from its surround and wash in hot, soapy water. Rinse thoroughly under running water and wait until burner is completely dry before placing back into its surround and reusing.

Note: Stainless steel will rust or corrode over time if contamination or debris is not cleaned or removed immediately. When not in use, we recommend that you protect your fireplace from water damage or corrosion with a protective cover and the regular use the burner lid included with your model.

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.

Can I roast marshmallows or perform other cooking procedures over the fire?

e-NRG has been formulated and tested for burning purposes only. EcoSmart does not condone e-NRG to be used for any purpose other than for recommended use within our burners.

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 ethanol 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 bioethanol smell?

Bioethanol has substances added to it in order for it to be labelled ‘de-natured’. The burning of these substances may cause a slight smell upon initial lighting and will dissipate with time. There is also a slight odour once the flame is extinguished – similar to when you blow out a candle. This also dissipates into the air.

Does e-NRG burn yellow or blue?

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

What happens if my order is damaged?

In the rare occurrence that a product arrives damaged, please contact our Customer Support Team via [email protected] or call us at +1 (888) 590-3335 within 7 days of receipt of your delivery. After the 7 day period, the product cannot be reported as damaged due to the limitations imposed by the carriers shipping the products.

Please inspect your items at the time of delivery, note any damage to the packaging or items on the delivery receipt, and contact us as quickly as possible so we can resolve for you.

What does warranty actually cover?

We offer a full two year warranty from date of purchase on stainless steel parts including raw, linished and powder coated. Mild steel including powder coated and chrome plated, concrete composite, glass, leather, fabric and MDF (painted or cement rendered) are covered for one year from the date of purchase.

Chips and scratches are not covered by warranty. Natural variation in color, texture and porosity may occur with Concrete Composite products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect.

How do I submit a warranty claim?

You will need to provide proof of purchase along with a description and images of the issue. Once you’ve gathered this information, please email all details to [email protected] Your claim will be reviewed within 7 days and you will be contacted with a decision and the next steps, if applicable.

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.

What happens if my product fails after the official warranty period?

Please contact us at +1 (888) 590-3335 or via email at [email protected] for advice and troubleshooting. If you purchased from a retailer, please contact the retailer directly.

What are your payment terms?

Payment is needed to finalize your order. You’ll be able to provide your credit card information during online checkout.

Which payment methods do you accept?

We accept Visa or MasterCard.

When will my order arrive?

Once you have received confirmation that your order has been shipped please allow 1-7 business days for transportation of your order.

Hazardous flammable materials (HAZMAT) require special handling, so please remember that your delivery will take just a little longer than normal deliveries.

What delivery services do you offer?

In accordance with regulations, all deliveries must be via ground only (air transport is not permitted). Delivery generally will be through either FedEx or R+L Carriers. Tracking information will be provided to you via email at the time of dispatch confirmation. Should an item be out of stock we will contact you via telephone or email to confirm. Please note that we can only deliver within the continental United States.

Standard shipping is to the door only, Monday to Friday, unless otherwise specified on the order. Additional charges may apply if the delivery address is changed after the order has shipped, if specific delivery dates are requested, or if the delivery company is required to make multiple delivery attempts.

Warehouse Will Call is available at no charge from our warehouse located in Los Angeles, CA (90220) or from our showroom located at 5870 W. Jefferson Blvd, Suite L Los Angeles, CA 90016. Please contact Customer Support at 888-670-ENRG to schedule your pick up at least 24 hours in advance.

Will e-NRG ship with my EcoSmart Fire?

e-NRG ships separately from our St. Louis warehouse. If your order includes e-NRG and EcoSmart Fire, you will receive a separate confirmation for e-NRG. We do our best to closely align the delivery of each shipment so you can begin using your EcoSmart Fire immediately.

My order hasn’t shipped yet. Can I make a change?

Orders can be altered or changed up to 24 hours prior to the scheduled ship date. Please contact us as quickly as possible at +1 (888) 590-3335 for further assistance.

Where do you deliver?

Online ordering is available only in the United States and Canada. Shipping is free unless otherwise noted. If shipping to Hawaii, Alaska, Yukon Territory, Northwest Territories, Nunavut, and Newfoundland, please contact us for a custom shipping quote.

If you are located in Mexico, Central or South America, we’d be happy to assist you and your purchase by phone. Please contact us at +1 (888) 590-3335.

Can the driver call me 30 minutes prior to delivery?

Drivers are unable to call 30 minutes prior to delivery, but you can track the status of your FedEx deliveries online and freight carriers will call in advance to schedule a delivery appointment.

What happens if I am not home to receive the order?

If you are not home to receive the order, a delivery attempt notice will be left on your door. You are able to contact the delivery company to arrange for re-delivery. Please note multiple delivery attempts or delayed deliveries may incur additional charges.

What should I do if there is an item missing from my order?

If any items or parts are missing from your order, please contact our Customer Support Team via [email protected] or call us at +1 (888) 590-3335 within 7 days of receipt of your delivery. After the 7 day period, items cannot be reported as missing due to the limitations imposed by the carriers shipping the products.

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