FAQs – Pacific Energy


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General Questions

We strive to make exceptional performing appliances and train expert teams in the field to help you make the right decision for your home. Our factory is solely dedicated to manufacturing and all sales are required to go through an authorized Pacific Energy dealer. Click here to find a dealer near you.

Replacement parts are only obtainable through your local dealer. Click here to find a dealer near you.

With regional sales and support teams throughout North America, we can help you get connected. Click here to find a new dealer or contact the regional distributor for immediate assistance.

You can find the serial number on the original instruction manual, or on the appliance; the left rear of free-standing units (stoves) or on the left casing side of inserts.

Many factors must be considered when choosing a new heating appliance: square footage, ceiling height, insulation, windows, burn time requirements, heating preference, chimney size and length, and many others. Have a professional Pacific Energy retailer evaluate your situation and help you choose the right product. Click here to find a dealer near you.

Your local retailer is ready help answer all your questions on pricing and availability. Let’s get you connected with an expert in your area. Click here to find a dealer near you.

Pacific Energy Wood Products

LE stands for “Lower Emissions” and all Pacific Energy LE models meet or exceed the EPA’s less than 2 grams/hr. emissions standards. To learn more about the 2020 emissions standard, click here.

We are excited to tell you more about Pacific Energy’s catalytic-free advantage, click here.

Click here to learn more about our limited lifetime warranty or contact your local Pacific Energy dealer for more information. 

Your local Pacific Energy dealer will be happy to help answer all you warranty and aftercare questions. Click here to find a dealer near you.

By contacting a local Pacific Energy dealer with the serial number, they will be able to help date the age of your appliance. Click here to find a dealer near you.

To help guide the right choice for your home, we (as the manufacturer) rely on regional experts for their knowledge. Your first, and best, resource is your local dealer as each installation has a number of variables that requires hands-on attention. Click here to find a dealer near you.

Firebricks are more prone to damage from impact than temperature. They will need to be replaced periodically as they are damaged or deteriorate. Your local dealer will be happy to help with more information. Click here to find a dealer near you.

Cleaning glass is best done in 3 ways:

  1. Allow the normal burn cycle to clear the glass; a low burn will create some soot build up in the corners and is considered normal.
  2. Using a damp paper towel dipped in ash from the stove is a mild cleaner.
  3. Using a commercial woodstove glass cleaner available at your local hearth retailer.

Do not use oven cleaner or abrasives as they will etch and permanently mark the glass.

During the first few fires, the door or clamps may put excessive pressure on the glass causing thermal breakage. After that period, the vast majority of breakage is caused by impact or pressure from closing the door on a piece of wood.

The stove cannot produce the temperatures required to damage the ceramic glass from temperature. 

Most common cause is a dirty chimney or ash and soot build up on top of the baffle. Your local dealer will be able to help find solutions for you.

Burning the stove continuously on a high setting, or a chimney that creates too much draft, causes an uncontrolled fire resulting in damage.

Your stove is designed and warranted to burn regular cord wood only. Burning of manufactured fuels, building materials, or garbage will damage your stove and void your warranty.

All wood stoves manufactured after 1989 have a controlled minimum combustion air, this is to prevent the serious pollution created by the old style “Airtight” units. Your stove is a UL/ULC CSA, EPA certified heating appliance.    

Over the last few years, the emissions numbers in North America have been based on either LHV (Lower Heating Value) or HHV (Higher Heating Value) testing standards – both are accurate forms of testing. The current US EPA (Environmental Protection Agency) 2020 emission standard is based on HHV testing data. To learn more about the EPA 2020 standard, click here.

Hearth pads must fulfill the requirements of local and natio