FAQ iconFAQ's

Do I need to come into the showroom first before having someone come to my house to provide me with an estimate?

We feel that it is best for our customers to come into our showroom as we have extensive displays of stoves, inserts and fireplaces that should be seen in person. In the showroom we help you narrow your choices down and discuss ballpark budgets. At that point we can decide if the next step is a home visit to get started on designing your ideal source of heat.

I work until 5pm and have a hard time getting into your showroom during regular hours, what can i do?

At Sunpoke, we understand that you have a busy work schedule. Our Showroom is open on Saturdays from 10am – 2pm to help people who work Monday-Friday. We will also setup appointments after our normal business hours to help accommodate busy schedules.

Do you offer WETT Inspections?
Sunpoke offers WETT (Wood Energy Technical Training) Inspections on any wood/pellet stoves or fireplaces. However, we do NOT offer WETT Inspections on any thing with Oil.

My chimney hasn't been cleaned in a while, do you clean chimneys?
Yes, we do chimney cleanings for wood burning units! We recommend that you have your chimney cleaned each year, typically at the end of each burning season. To book an appointment, please call or email us and let us know what kind of wood burning unit you have (stove, fireplace or furnace), type of house (bungalow,split level, etc.) phone number and your address - then we will call you to book you in for an appointment.

Am I able to finance my fireplace and installation?
We work with a company called FinanceIt to offer you flexible monthly payment plans at low interest rates. Your heating dreams just became more affordable! Contact us today or click on the link below to apply.

 Financeit logo

I just got my invoice - how can I pay it?
We accept Visa, Mastercard, Amex, Interact, Cheques, E-transfer  and Cash. You can pay by credit card over the phone or stop by the show room to pay your invoice. Send e-transfers to This email address is being protected from spambots. You need JavaScript enabled to view it. followed by a second email containing the exact password used.

My gas pilot light won’t start.
First, check your manual which has a detailed guide on how to light the pilot light. If the problem persists, please call us at the store with your model and serial number. We will try our best to diagnose the issue over the phone or, if necessary, setup a service call for our service tech to inspect your fireplace.

My remote stopped working, what should I do?
To start off, check the batteries in the hand control and then in the receiver that is usually located under the fireplace. Then stand within 20 feet of the fireplace with the controller pointed at the fireplace and try it again. Your fireplace manual will have a troubleshooting section with some helpful tips as well. Another thing to keep in mind is that all gas fireplaces do have manual controls, even if it is just an on/off control until a service tech can come to your home for a diagnosis.

If you have other questions please feel free to call us at 452-8107
or send us an email by clicking below!
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