
What Our Customers Are Saying
FAQ
How does the 3D fireplace create a flame without real fire?
The fireplace utilizes advanced atomization technology combined with LED lighting. It converts purified water into a fine, safe mist (steam) that is illuminated by the LEDs, creating a highly realistic, mesmerizing 3D flame effect that is completely cool to the touch.
What kind of water should I use in the fireplace?
To extend the lifespan of the internal burner and prevent mineral dirt buildup, we strongly recommend using only purified water.
Are there any specific requirements for installation?
Yes. The fireplace must be installed horizontally in a stable location (typically in a built-in groove). You must reserve an air vent in the wall hole to ensure optimal air convection and prevent backward suction, which can ruin the flame effect. Additionally, ensure there is a power socket accessible on the right side of the unit.
How do I refill the water tank?
Refilling is easy! Simply connect the included filling hose to the water tank and press the auto-filling button. Please ensure someone is supervising the process to prevent any accidental spills that could damage the internal electronic components.
Can I control the fireplace from my phone?
US customers enjoy exclusive fast shipping, with deliveries typically arriving within 5-7 business days. Furthermore, all US orders are 100% free from customs duties and sales tax!
How long will it take to receive my order in the US?
US customers enjoy exclusive fast shipping, with deliveries typically arriving within 5-7 business days. Furthermore, all US orders are 100% free from customs duties and sales tax!
What does the 5-year warranty cover?
We offer a 5-year guarantee on fireplace parts from the date of purchase (a dated cash receipt is required). This covers factory service repair of defective parts. Please note that it does not cover installation costs, freight, or damages caused by negligence, improper maintenance, or failure to follow the installation guide (such as using it outdoors or failing to drain the tank before moving it).