Frequently Asked Questions

Product Availability and Pricing

Q. Do you have a specific gas fireplace 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 customer . Our Find a showroom page will help you find a qualified dealer near you.

Service and Warranty

Q. What is the warranty on my fireplace?

A. The full warranty text can be found here.

Q. I have a specific problem or question about my fireplace. Who should I contact?

A. Your first contact should be the dealer from whom you purchased your Town & Country product. They should be able to answer any questions about product operation or service. If they cannot help you, please contact us.

Q. I have lost my operating manual. Where can I get a new one?

A. Each individual product page contains a link to the product operating manual. For older models, please see our manuals archive. Always ensure you have the proper manual for your appliance.

Q. Where can I find the fireplace serial number?

A. The appliance model and serial number can be found on the rating plate located on the left side of the fireplace between the window frame and the lintel.

Adobe PDF Help

Q. I can't seem to see the document I've downloaded from your website. 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 megabytes in size. Depending on your connection speed, they 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 from www.adobe.com