General FAQs

How can I cancel or change my order?

You can contact our customer service if you have some questions on your orders.

Here is our customer service email: support@thermomate.com

What is the status of my order?

Once your order ships out, you will receive an email with your tracking number(s). Please search the tracking provided on the corresponding shipping carrier website to view the estimated day of delivery.

How to checkout ?

To place an order, please follow these steps:


1. Browse the site by using the menu at the top of the page. Click on any item you like to see more information. Select a color (if available) and choose a quantity. Proceed by clicking "Add to cart".


2. Once you are ready to check out, review the item(s) in your cart for accuracy. Apply any promotion codes (when available). Next, click "Continue to Checkout" to start the checkout process.


3. Sign in to your thermomate.com account, or enter your email address and continue as a guest.


4. Select or enter your shipping address, choose from the available shipping methods, then click “Continue”.


5. Enter your payment method and billing information. Review your order, then click "Submit Order" to complete and send your order.


You should receive an email confirming your order within a hour. We'll get in touch again once your package has shipped.

What payment methods are available ?

Note: Our website has opened shopifypayment and PayPal payment methods, and there are many payment channels to choose from.

Including the following channels (Visa, Mastercard, American Express, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, Meta Pay, etc.), you can choose the most suitable for you.

What personal information does we collect and is it kept private?

Please see our Privacy Policy for information regarding the collection and use of personal information from this website.

What if an item is out of stock?

Some of our most popular items sell out, but may become available in the future. If you'd like to be made aware when an item is back in stock, You can contact us Email: support@thermomate.com

Can I use more than one promo code?

You can only use one promo code per order.

After-sales inquiries from Amazon-Thermomate.US

Hi,
Sorry for the inconvenience.
Could you send us your order number to cover the warranty?

We are not sure about the details of the problem you refer to, if you can send us a short video to show the problem that will be appreciated.

Please send us the video to support@thermomate.com.

Waiting for your reply.
Thank you
thermomate customer

After-sales inquiries from Amazon-Thermoflow.US

Hi,

Sorry for the inconvenience.
Could you send us your order number to cover the warranty?

We are not sure about the details of the problem you refer to, if you can send us a short video to show the problem that will be appreciated.

Please send us the video to support@thermoflowus.com.

Waiting for your reply.
Thank you

I want to review the installation and user manuals.

Thanks for your consultation.
The website is Download Manuals
Any problem please feel free to contact us.

Electric cooktop FAQs

How to clean the burners?

Burner caps- Wash the burner caps with hot, soapy water and a soft cloth. Do not soak the burner caps. Rinse and then dry thoroughly. Nonabrasive cleaners and liquid cleaners may also be used.

Burner bases- Make sure the cooktop has cooled completely before cleaning the burner bases. Clean the burner bases with hot water, mild detergent, and a soft cloth. Use a stiff nylon toothbrush to clean the port openings and do not scratch or gouge them. Rinse and dry thoroughly.

Gas igniters- After the igniters have cooled down, carefully wipe the igniters with a cotton swab dampened with water. Gently scrape the soil off with a toothpick. Avoid exposing the igniters to excessive water, as a damp igniter may not light up. Remove any lint that may remain after cleaning.

What should I look for when buying an induction cooktop?

Power Rate of the Cooktop

The first point that you need to consider when looking for an induction cooktop is the power rate. A higher power rate ensures faster cooking, though it may also cost more. Most of the induction cooktops rate between 1000-2000W. So, if you need something that helps you cook faster, you need to opt for an induction cooktop with a higher power rate.

Pre-set Menu

For the convenience of the users, some of the latest induction cooktops come with a pre-set menu. Depending on the dish that you cook, the pre-set menu adjusts the temperature of the appliance. So, whether you are boiling milk, making rice, roti and frying vegetables, the induction cooktop adjusts the temperature accordingly so that you get perfectly cooked dishes with a single touch.

Safety Features

This is another important factor to consider when looking for an induction cooktop. Modern induction cooktops such as the one from KENT comes with an auto-pan detection feature, which ensures heating is turned-off as soon as you remove the cookware from the cooktop. In addition, if you forget to switch off the appliance, the cooktop will automatically switch off if the pan is too hot.

Pan Size of the Cooktop

Every induction cooktop comes with a minimum and maximum pan size. If the cookware is smaller than the supported pan size, the cooktop will not detect the pan and won’t start heating the pot. The size of the cookware needs to match the coil size of the induction cooktop for maximum efficiency.

Portability of the Cooktop

Depending on the preference of the users, they can choose from portable or fixed cooktops. A portable induction cooktop makes it convenient for the user to take the appliance anywhere they want. Whether you are planning to cook on your rooftop or backyard, a portable cooktop makes it easy to carry the appliance anywhere.

My cooktop will not operate

1.Check if a household fuse has blown, or a circuit breaker has tripped.

2.Replace the fuse or reset the circuit breaker. If the problem continues, call an electrician.
Check that the cooktop has been wired properly:

3.Check the control knob has been set correctly.

4.Push in the knob before turning to a setting.

Excessive heat around cookware on cooktop

1.Check if the cookware is the proper size.
-- Use cookware about the same size as the surface cooking area, element or surface burner. Cookware should not extend more than 1/2″ (1.3 cm) outside the cooking area.

My cooktop is turning off

1.The cooktop frequently cycles on and off:
-- This is normal operation. Cycling at the high power setting is normal and can occur if the cookware is too small for the cooktop element or if the cookware bottom is not flat. Use the cooktop as usual.

2.The surface unit stops glowing when changed to a lower setting:
-- This is normal. The unit is still on and hot. Use the cooktop as usual.

There is a cracking or “popping” sound

1.This is normal operation. This is the sound of the metal heating and cooling during cooking. Continue to use the cooktop as usual.

There are areas of discoloration on my cooktop

1.Food spillover can cause discoloration.

2.The cooktop surface may appear discolored when it is hot. This is temporary and will disappear as the glass cools.

3.There are brown streaks or specks:
- A boilover may have been cooked onto the surface:
-- Wait until the surface cools down. Then, use a single-edge razor-blade scraper at approximately 45° angle against the glass surface to remove the soil.

4.There are areas of discoloration with a metallic sheen:
- Mineral deposits from water and food have been left on the surface of the cooktop:
-- Remove with a ceramic-glass cooktop cleaning cream.
-- Use cookware with clean, dry bottoms.
-- Clean the cooktop with a ceramic cleaning agent regularly every week.

There are scratches of abrasions on the surface of my cooktop

1.Scratches are not removable. Tiny scratches will be less visible in time as a result of cleaning.

2.Use ceramic glass top cleaning creaming.

3.Do not use chemical or corrosive agents. These agents may damage the surface of the product.

4.Avoid scratches by following the recommended cleaning procedures.

5.Make sure cookware bottoms are clean before use, and use cookware with smooth bottoms. Coarse particles such as salt or sand can scratch the cooktop.

6.Avoid sliding cookware across the cooktop surface to prevent scratches.

Induction cooktop FAQs

Glass-ceramic - care instructions:

Glass-ceramic is a heat-resistant glass that does not expand and is extremely tough. If dark and dull spots form on the glass over time after cooking, this is not a defect in the glass, but a film of dirt that can be removed with a glass-ceramic cleaner.

How do scratches get into the glass?

As a rule, scratches on the glass are not caused by the metal of the bottom of the pot, but by dirt particles that stick to the bottom of the pot, e.g. when the pot is in the sink while potatoes are being peeled and the pot is then placed on the Cooktop with sand residues. The sand can contain particles that leave scratches on the hob when the peeled pulled over the glass-ceramic.

Note for induction cooktops:

Induction cooktops only work properly if they detect a sufficient amount of magnetic mass on the bottom of the pan. There are many "induction-grade" pots out there. Often, however, only a thin metal plate is glued to the bottom of the pot. It can therefore happen that pots are not recognized or the hob does not activate full power because not enough magnetic mass is detected.

Induction cooktops - running noise/switches itself off during cooking:

If the induction cooktops switches itself off during cooking, there may be insufficient ventilation. In addition, the running noise of the fans increases because the induction coils have to be cooled. and the hob will be switch off automatically while it's overheating.

Gas cooktop FAQs

What should I look for when buying a gas cooktop?

When you are looking for a gas cooktop here are some factors you should consider: the number of burners required,and size.

How to clean the surface of my gas cooktop?

Stainless steel surfaces- Clean stainless steel areas by using mild soapy water and a soft cloth. Wipe in the direction of the stainless steel grain when washing and drying. Rinse with water and wipe dry to avoid watermarks. Do not use cleaners that are abrasive or contain chlorine since both are corrosive to stainless steel. For added shine, apply a stainless steel conditioner and wipe off the excess with a soft cloth.

 Stainless steel conditioners and cleaners can have negative effects on materials other than stainless steel. Do not apply stainless steel conditioners and cleaners to control labels, logos, black stainless steel, or appliance interiors.

When setting up the propane tank, Is it OK to replace the regulator with the regulator propane hose?

Thanks for your consultation.
The GHSS302 gas cooktop was pre-installed for natural gas, if you need to change natural gas to propane, please make sure a qualified technician should do it.
There are 2 nozzles for LPG that come with the package, you can replace the NG nozzle with the LPG nozzle.
Nozzle for Semi Rapid Burner: NG-100(1/100mm), LPG-68(1/100mm)
Nozzle for Triple Ring Burner: NG-130(1/100mm), LPG-93(1/100mm)
Besides, the gas regulator(1/2 NPT) is pre-installed for NG use, it can also be adjusted for LPG use, for more details please refer to the link below: https://youtu.be/4cu_ZbbSVyE
This gas cooktop is not user serviceable. A qualified technician must complete the installation. A leakage test is essential and mandatory.
Any problem please feel free to contact us.
Number: 1(844)334-4203
Email: support@thermomate.com

where can I order a replacement cast iron grille?

We offer lifetime aftersale service and a 1-year warranty for the whole unit.
If you need a replacement cast iron grille, please feel free to contact us, we will do our best to help you solve your issue within 24 hours.
Number: +1(844)334-4203
Email: support@thermomate.com

How to adjust the burner flame?

The flame of the gas cooktops is pre-adjusted before shipping to the customer. If the flame you use is too big, please make sure you use the right gas source, the gas cooktop is pre-installed for natural gas use, converting to propane use need to replace the NG nozzles with LPG nozzles (LPG nozzles are attached within the package), and a 0.4 PSI gas regulator is necessary. Any problem please feel free to contact us.

Electric heater FAQs

Is the fireplace free standing or wall mounted only? Does it have a flickey flame? Can flame be adjusted?

The fireplace is freestanding, and it with adjustable three 3D realistic flame effect settings, low, medium, and high, and adjustable heat from 62℉ to 82℉, at the same time, it with 6H timer and remote control.

Can this cabinet electric fireplace be used as a tv stand?

It can as a tv stand.

Can this electric fireplace be put in an entertainment center?

It can be put in an entertainment center.
Please make sure the distance between the nearest power socket is no more than 6 ft (183 cm).
If you have any problem please feel free to contact us.
☎ Number: 1(844)334-4203
📧Email: support@thermomate.com

Can this EFB233 be hard-wired to outlet in existing fireplace? Like if we wired to blower switch, it would kick on?


This fireplace with a plug and can plugs into any 120 volts outlet, don't advise hard-wired to the outlet, it's unsafe.
thermomate customer service.
support@thermomate.com

Realistic flame and log set what is the highest btu unit of EFB233?

The highest BTU is 4780.

Can this sit inside a fireplace?

This unit can sit inside a fireplace.
Please make sure the size can fit your fireplace and the distance between the nearest socket is no more than 6 ft (183 cm). If you have any problem please feel free to contact us.
☎ Number: 1(844)334-4203
📧Email: support@thermomate.com

Can I use EFB233 without the heat on only flame lit up ?

Yes. The flame effect also can be worked separately from the heat, so you can enjoy the rolling fire during any season.

Outdoor heater FAQs

Are thermomate fire pits really smokless?

While we can't guarantee that our fire pits will never produce any smoke, you can be assured that, with the proper steps, a thermomate fire pit will produce significantly less smoke than a conventional fire pit. To achieve a smokeless fire, it is very important to take the proper steps when building the fire. The amount of smoke produced depends greatly on how well the fire is built.

How do thermomate fire pits work?

Thermomate fire pits work through a double-wall, secondary combustion design. Basically, when the fire is burning well, the walls heat up and the hot air rises through the gap between the two walls. The air exits the wall cavity through the line of holes around the rim. This pressurized, heated oxygen mixes with the smoke and causes it to reburn. This is called secondary combustion.

What are some tips for building a smokless fire?

The key to achieving maximum smoke reduction is a very hot fire spread evenly throughout the fire pit. Moving hot coals toward the outside wall will be helpful as well. This will provide more heat in the double-walled air chamber, which in turn will provide a more aggressive air current up through the air chamber, forcing that secondary combustion which is essential to making a fire smokeless.

Please note that adding bigger logs to your fire can cause the fire to burn cooler, so start by using smaller pieces then slowly adding bigger logs as the fire builds.The wood or pellets cannot surpass the inner holes to achive smokeless fire. As for stacking the wood, our best recommendations are as follows: Start by adding firestarter or dry shreds of paper or cardboard. Then, surround the fire starter with small pieces of kindling or dry twigs. Once the smaller pieces of kindling are burning well, carefully add larger, split logs (3-4" in diameter) one at a time. We recommend stacking the wood perpendicularly in a log cabin style. Also be sure that your wood has been dried sufficiently before attempting to burn. For more info, check out our article here.

How often do I need to clean out my fire pit and what should I use to do so?

We recommend cleaning out your fire pit after at least every 3-4 uses to avoid ash build-up. Ash build-up can cause the airflow in the bottom of the pit to be blocked, which in turn can cause a less smokeless fire.

How far away from a building should my fire pit be?

Thermomate does not have a set policy on the distance of placing a fire pit from a structure. However, we recommend that all fire pits be at least 10-20 feet away from any form or combustible surface. Always refer to and adhere to the local regulations in your area and check the weather forecast before lighting a fire. Thermomate's fire pits are no more or no less hazardous than traditional fire pits so all regulations for outdoor fires would apply.

Fire pit table:Can you glass marbles instead of lava rock?

Our fire table only with the lava rocks, but you can buy the glass marbles you like to replace it.

Frequently asked question

Use this text to answer questions in as much detail as possible for your customers.

Can this fire pit table be hooked up to a camper that has a propane connection for a grill?

Yes, but you may need to purchase an additional adapter regulator.
This fire table is relatively large and may not be convenient to carry to camping.
It is more suitable for courtyards, swimming pools, and terraces.
It depends on your personal choice.

Can outdoor fire table be used on composite decking?

Yes, we can put the gas fire table in the backyard, patio, next to the swimming pool.

Can fire pit table be exposed to rain and sun? Or would it need to be under a patio?

Yes, the fire table can be exposed to the sun and rain. The fire table is made of steel plate coated with anti-rust paint, which is not easy to rust. We can also put it in the yard, terrace and backyard.

Can I roast marshmallows or hot dogs over this fire pit table?

I don't recommend that you bake food on the fire table, because it can easily stain the stone or table surface. At the same time, if the stone gets wet, the ignition may fail.

Does the fire pit table need a cover?

If this product is left outdoors for a long time, it is recommended to purchase an additional fire pit table UV cover. Avoid exposure to the sun and rain forest.
Also, the lava rocks needs to be kept dry, otherwise it tends to cause difficulties in ignition.

Range Hood FAQs

How do I determine the best range hood for my kitchen?

Step 1: Decide the style of your range hood:wall mount or under cabinet.

Step 2: Measure the width of the location where you plan to install the range hood. And then, use the measurement to choose the appropriate range hood.

Step 3:Determine whether you need a chimney or not. If you want to know more, read How to Choose a Range Hood? or How Many CFM Do I Need For My Range Hood?

Rust spots on stainless steel surfaces:

Rust stains on stainless steel surfaces can occur if the wrong cleaning agents are used. When cleaning with vinegar cleaner, there may be problems with rust formation. These rust stains can be easily removed with a stainless steel cleaner in the initial stage. Please do not use any vinegar-based cleaning agents. Stains on stainless steel - looks like discolored: Please use a stainless steel cleaner.

What is ventless or ductless rangehood?

Ventless or ductless range hoods are especially useful for kitchens that do not have ventilation. They are designed with carbon filters that re-circulate the air, hence improving indoor air quality.

When I need to replace the Carbon Filter?

Replace the filter in 2-4 month.

How often to clean the Aluminum Grease Filter?

Dishwasher washable, clean it in every 3-7 days with mild detergent. The cleaning time period can be adjusted according to the actual usage.

Cleaning the aluminum grease filters:
The best way to clean the aluminum grease filter is to soak them in warm water with washing-up liquid and soak them. A dish brush is suitable for cleaning. Alternatively, you can clean the grease filters in the dishwasher. Depending on the cleaning agent, the metal filters can turn dark. This is normal and not a reason for complaint.

Common equipment usage problems:

Rattling noises or vibrations:
Please check all small parts are properly connected and that no other objects or the power cable are touching the fan wheel. Basically, if the cross-section of the exhaust air line is too small, the motor will turn a little faster because it cannot remove as much air. The engine will then start to hum and vibrate. Note: An extractor hood will only run quietly and with little vibration if the exhaust air duct is properly laid.

Insufficient suction:
In addition to the air exhaust duct pipe, it is particularly important in modern houses that there is a sufficient supply of air. If no air comes in, it cannot be conveyed outside.

Why is my range hood making a loud noise when I turn on the fan?

The most common cause of this issue is shipping tape being present on top of the damper flaps, preventing them from opening properly.

To check that the damper flaps are working properly, follow the steps below: Unplug your unit and remove the ductwork from the top of the hood. Pull on the damper flaps with your hands to make sure they are not stuck in place, and that any tape or other debris is removed from their path. Remove the damper flaps one at a time and attempt to spin the fan with your hand, or using a long tool such as a screwdriver. If the issue persists, please look for any other blockage in the duct or any external dampers that are not opening properly. Feel for any abnormal vibration while in use. This can be a sign of an unbalanced fan. Ensure that the correct duct size is being used according to the required specifications in the installation manual. If the duct size has been reduced, it will negatively affect both the suction power and noise level of the range hood. The grease filters may be clogged or dirty. Thoroughly clean or replace the baffle filters. If the issue is not resolved, record a brief video of the sound and send it to support at support@thermomate.com This will allow us to properly diagnose your range hood and suggest any replacement parts if necessary.

How can I clean the filters on my range hood?

Permanent, stainless steel baffle filters are dishwasher safe but can also be hand washed using warm, soapy water and a non-abrasive sponge. Aluminum mesh filters should be hand washed only with warm, soapy water and replaced if they become too dirty or clogged. Carbon filters cannot be washed and should be replaced every 4-6 months depending on usage.

How can I clean my range hood?

We recommend cleaning your range hood with mild soap mixed with warm water applied to a non-abrasive sponge or cloth. You can also use stainless steel polish or cleaner intended for stainless steel appliances. Follow the manufacturer’s instructions for use.

Wall Oven FAQs

How to clean stainless steel ?

Wash the exterior surfaces and gaskets with warm water and mild soap or detergent. Wipe and dry.  We recommend using a clean microfiber cloth or a soft clean cloth to polish and dry.  Ensure to thoroughly dry all surfaces.

IMPORTANT: To avoid damage to the finish, do not use soap-filled scouring pads, abrasive or harsh cleaners, any cleaning product containing chlorine bleach, steel-wool pads, gritty washcloths or paper towels. Using these types of products may scratch and/or dull the clear coat of the stainless surface.

How to clean thermomate oven racks ?

IMPORTANT: Before cleaning, make sure all controls are off and the oven is cool. Always follow the label instructions on cleaning products.

Remove oven racks from the oven cavity
Use a combination of soap water and a soft cloth or sponge
Thoroughly dry with a soft cloth
Replace oven racks into the oven cavity
For harder to remove stains use a steel-wool pad.

NOTE: For racks that have discolored and/or are harder to slide, apply a light coating of vegetable oil to help them slide.

If you would like to download or view product literature for your appliance, please visit our Manuals and Literature page.

How to install it yourself?

This wall oven is not user serviceable, and installation must be completed by a qualified technician.

How to get a thermomate wall oven user manual?

You can look through thermomate.com Dowload Manuals or contact us by support@thermomate.com.

Water Heater FAQs

How to adjust the water temperature?

The purpose of adjusting the water temperature is achieved by rotating the gas knob and the water valve.

If you want a higher temperature.
Besides keeping the gas supply(gas knob) at the lowest point, you can adjust the water valve clockwise to the maximum.
After you adjust the gas supply minimum, and the water supply maximum, if the out water is still hot, we suggest you equip a pump with the water heater.

If you want a lower temperature, do the opposite!

Is the overheating protection a timer? I am looking for a unit that will operate for more than 20 minutes without needing to be reset.

The overheating protection is not a timer. It works with a temperature sensor in the water heater, if the water temperature in the unit is more than 176℉, then the propane source will be cut off.
You can enjoy the shower for a very long time as you like without worrying about the sudden hot water cut.

Will this portable water heater work at 4200 ft elevation?

Thanks for your consultation, all thermomate tankless water heaters are recommended for use below 2000 ft.

Can this portable tankless water heater stay outdoors 24/7?

If this water heater would like to stay outdoors 24/7 must meet the prerequisite that needs to build a baffle above it, which cannot be exposed to rain.

Will this outdoor water heater work at below-freezing outdoor temperatures sitting outside year-round?

If the outside temperature is around or below freezing (32℉/0℃ ), ensure that the drain plug is opened and water drained from the portable tankless water heater after each use to avoid internal damage to the heat exchanger. You will also need to unhook the outgoing water line to ensure that any water in the heat exchanger is drained. Failure to properly drain your portable tankless water heater will cause water damage which may or may not be repairable.
If you have any problem please feel free to contact us.
☎ Number: 1(844)334-4203
📧Email: support@thermomate.com

Infrared Space Heater FAQs

Will this HS1800NA HS3000NA automatically shut off, if it overheats ?

Yes, it features overheat protection. Once it's over 248°F, it will shut off automatically, give you a safety winter.

If we use it in a room where people sleep will it keep the room warm through the night (8 hrs)?)

Of course the radiant heater will keep you warm through the night(8 hrs).
Besides, there are 4 timer models to choose from 1 hour, 2 hours, 4 hours, or no timer. What's more, it features overheat protection. Once it's over 248°F, the unit will shut off automatically, give you a safety winter.

thermoflow far Infrared radiant heating panels work by emitting Long Wave Infrared Rays better known as FAR Infrared or Radiant Heat. Make sure the heater is facing the person then you can feel the warmth directly.

Radiant Heat is a completely safe invisible form of energy that only heats the surfaces of solid objects such as walls, ceilings, floors and even people. This is achieved by a process called conversion and means that no energy is wasted by having to heat any of the surrounding air in the same way as conventional radiators, storage heaters and fan heaters.

Once the solid object heats up it starts to radiate heat back into the surrounding air effectively turning your whole room and all objects and surfaces within it into a giant radiator. As human beings we benefit from this in several ways:

1. We feel the effects of this type of heat almost immediately – no more waiting around for rooms to heat up.

2. Because we are being heated directly this allows us to reduce the temperature in the room 2-3 degrees and still enjoy that same comfortable feeling but now with much smaller bills.

3. Traditional heating systems are notorious for circulating dust, pollen, spores and bacteria which can be harmful to our health. With Radiant Heat the air remains still so that asthma sufferers and people with allergies feel much better.

Can HS1800NA,HS3000NA be ceiling mounted at a downward 45 angle in a covered patio facing in?

Yes, it can. It can heap up 20~30 sq.ft protected outdoor site.

Can this heater withstand rain?

No, this electric space heater cannot withstand rain.

Does the 3000 watt require 240v?

Yes, both HS1800NA and HS3000NA require 240v otherwise can't supply enough power.