True North FAQ
PRODUCT AVAILABILITY AND PRICING
Q. Can I purchase Pacific Energy Fireplace Product online?
A. Only a Pacific Energy Fireplace Product Dealer is authorized to sell, support and service your Pacific Energy Fireplace. Authorized dealers are trained to anticipate your installation needs, and ensure that you get many years of enjoyment out of your Pacific Energy purchase.
No Pacific Energy Fireplace Product dealer is authorized to sell you product via the web, or to ship you their product outside of their respective selling region. This ensures that you have on-going access to trained technical support.
Please see our online sales policy for more information.
Q. Do you have a specific wood stove / insert in stock and how much does it cost?
A. As the manufacturer, we rely on a dedicated team of qualified dealers to best help our customers. Please refer to the Find a Dealer function to find a qualified dealer near you.
SERVICE AND WARRANTY
Q. I have a problem or question about my fireplace, who should I contact?
A. Your first contact should be the Dealer from which you purchased your appliance. They will be able to answer any operation question or service related question you have. If this does not help please contact us.
Q. I have lost my operating manual, where can I get a new one?
A. The individual product pages will have manuals available for download. Make sure you have the proper manual for your appliance. The appliance model and serial number can be found on the rating plate located inside the control panel.
ADOBE PDF HELP
Q. I can't seem to see the document once downloaded, what's wrong?
A. All the files are saved in Adobe Acrobat PDF format. You will need the pdf viewer to see them. You can download a free version at www.adobe.com
Q. Why won't my selection download, my screen goes white and nothing happens?
A. Some of the documents are several Mb in size and depending on your connection speed can take several minutes to download.
Q. What is a PDF file?
A. PDF stands for Portable Document Format. It's a distribution format developed by Adobe Corporation to allow electronic information to be transferred between various types of computers. The software which allows this transfer is called Acrobat. In order to view and print a PDF file you will first need to download and install a copy of the Adobe Acrobat Reader. www.adobe.com