FAQs

Arcade
Suburbs
Eternal Flame
In Flames

Coming soon

Installation

Is it difficult/complex to install the heater?

It’s easy to set up. Most of the parts are already assembled, you only need to screw the four legs to the bottom of the heater using the included screws. We recommend you to use a long screwdriver when attaching the legs to make the installation easier.

Do I need to drill some holes to install the screws?

No, the legs have pre-drilled holes. You just need to screw them on to the heater.

How can I replace the LED bulbs?

The built-in led bulbs cannot be replaced. If you have any issues, please contact us.

Functions

Does this heater make noise when working?

All convection fan heaters are going to make some amount of noise, but the noise level is less than 37dBA which is equal to hushed, whispering voices.

Can the flame turn on without using the heating function?

Yes, the flame can be turned on without turning on the heating function.

Can the heat be on with no flame? I want to be able to turn the flame off.

Due to UL safety requirements, the heater cannot be turned on without also turning on the flame effect. We’re sorry for the inconvenience, but it’s for your safety.

Does the heater have a remote control?

The TS17 and TS20 have no remote control and can only be adjusted via the control panel. The TS23, TS23-C, and TS25 all have a remote control.

Does the heater have overheating protection?

Yes, all of our heaters are equipped with a thermal auto-off protection system. It will turn off automatically if the heater gets too hot.

Can I set a scheduled power on or off?

Only the TS23 heater has a timer function. All other models must be turned on/off manually.

Does the heater have a thermostat?

All Suburbs fireplace heaters are equipped with a thermostat heat control.

Safety

Can you operate the unit without the legs attached?

No, you cannot for safety concerns. The attached legs provide some space between the fan on the bottom of the heater and the rug or carpet below. You would also not get very good heat dissipation with the heater fan directly on the floor. The heater will work better and more safely with the legs attached.

Does the top of the fireplace get hot to touch? Can I touch/move the heater while it is working?

The unit releases heat via a fan which is in the bottom,everything else is cool to the touch.We recommend you power off and unplug the heater before moving.

Can I use an extension cord with the heater?

No. For safety concerns, please do not use an extension cord or relocatable power tap (outlet/power strip). When using the heater please plug it directly into a wall outlet/receptacle. Do not plug any other electrical devices into the same outlet/receptacle as your heater.

Technical Specifications

Is the color of the flame adjustable?

The color of the flame cannot be adjusted on any model. The flame brightness can be adjusted on the TS23, TS23-C, and TS25 models.

Is it the heater infrared heating?

The TS17 and TS23 use convection heating while the TS20, TS23-C, and TS25 use infrared heating.

Conductive (convection) heaters use heating elements to produce heat and a fan to blow the heated air throughout the room. Infrared heaters emit heat that warms you directly by throwing out a steady stream of infrared heat particles. The Suburbs series have a fan with infrared heaters, so that they are able to heat rooms more quickly than traditional conduction/convection heaters.

Troubleshooting

The heater is missing screws, how can I get more?

Please contact the TURBRO support team for help at support@turbro.com.

Why does my heater turn on and off all the time?

After setting a temperature level, the heater might start turning on and off frequently. When the temperature in the area around the heater is extremely close to the set temperature, the heater will turn off. When the temperature in the area around the heater is lower than the set temperature, the heater will turn on again. Note: The heater will keep heating continuously when set in the “ON”mode.

My heater smells like it is burning, is that normal?

New heaters can emit a “New product smell” or some faint white smoke the first time they’re used. This is due to dust and debris that has collected on the heating element while it has not been used. This usually goes away after a few minutes of working. If you notice heavy smoke, please unplug the heater immediately and contact our support team.

Why the plug gets hot when it works?

Using the heater in incorrect way may results in plug become hot.

1. The plug will generate hot after continuous long time working, but it’s in the normal acceptance range when temperature is in 40-45. Please confirm that the heating temperature first, if the temperature is over than 45℃,please stop using and contact our customer service team for checking.

2. Loose plug or deformed plug will cause the metal contact area of the plug and the socket to become smaller and the resistance to become larger. In this situation the plug may melt or even cause a serious fire. Please make sure your plug is inserted firmly, if the plug is deformed, please do not use it.

3. Using the heater with the extension cord. It’s recommended to use the heater in a separate circuit (15A circuit, the maximum load is 1800W). If use it in the extension cord which also contact other heaters, it will also cause the line to heat up.

4. If all the above is excluded, please try to replace the power supply, or use an independent and safe power supply to test, or contact our customer service team for help.

Installation

How can I replace the LED bulbs?

The built-in led bulbs cannot be replaced. If you have any issues, please let us know at support@turbro.com.

Can this electric fireplace heater be embedded in a fireplace mantel? If yes, what size of the space is required?

Yes, the Eternal Flame series can be inserted into a fireplace. The dimensions are 13H x 23W x 9D in. This heater does not need require any additional space.

Is there a built-in fan to speed up the hot air output?

Yes, the Eternal Flame series has a fan blower with convection heaters.

Functions

Does this heater make noise when working?

All heaters with a fan are going to make some amount of noise, but the noise level of this unit is less than 37 dBA which is equal to hushed, whispering voices.

Can the flame turn on without using the heating function?

Yes, the flame can be turned on without turning on the heating function.

Can the heat be on with no flame? I want to be able to turn the flame off.

Due to CSA/UL safety requirements, the heater cannot be turned on without also turning on the flame effect. We’re sorry for the inconvenience, but it’s for your safety.

Does the heater have a remote control?

Yes, the Eternal Flame series have remote control

Does the heater have overheating protection?

Yes, all of our heaters are equipped with a thermal auto-off protection system. It will turn off automatically if the heater gets too hot.

Can I set a scheduled power on or off?

Yes, all Eternal Flames fireplaces have a timer function.

Does the heater have a thermostat?

All Eternal Flame fireplace heaters are equipped with a thermostat heat control.

Why does my heater turn on and off all the time?

Is this heater free standing?

The Eternal Flame Series fireplaces are insert heaters meant for fireplaces.

Safety

Does the top of the fireplace get hot to touch? Can I touch/move the heater while it is working?

The unit releases heat via a fan which is in the front bottom of the unit. Everything else is cool to the touch. We recommend you power off and unplug the heater before moving.

Can I use an extension cord with the heater?

Can this unit be safely installed on a wooden cabinet?

Yes, the In Flames fireplace is CSA certified and can be placed in a wooden cabinet.

Technical Specifications

Is the color of the flame adjustable?

No, the Eternal Flame series cannot adjust the flame color, but the flames brightness level is adjustable.

What kind of heater does this unit use?

All of the Eternal Flames series units use a convection heater.

My heater smells like it is burning, is that normal?

New heaters can emit a “new product smell” or some faint white smoke the first time they're used, or after periods of non-use. This is due to dust and debris that has collected on the heating element while it has not been used. This usually goes away after a few minutes of working. If you notice heavy smoke, please unplug the heater immediately and contact our support team.

What area is suitable for indoor use?

The Eternal Flames series can provide supplemental heat in rooms up to 400 sq ft.

Troubleshooting

Why does my heater turn on and off all the time?

My heater smells like it is burning, is that normal?

Why the plug gets hot when it works?

Using the heater in incorrect way may results in plug become hot.

4. If all the above is excluded, please try to replace the power supply, or use an independent and safe power supply to test, or contact our customer service team for help.

Installation

Is it difficult/complex to install the heater? Do I need to drill any holes to install the screws?

The parts are already assembled. You only need to install the heater into your mantel and plug it to the wall outlet.

How can I replace the LED bulbs?

The built-in led bulbs cannot be replaced. If you have any issues, please let us know at support@turbro.com.

Can this electric fireplace heater be embedded in a fireplace mantel? If yes, what size of the space is required?

Yes, the In Flames series can be embedded in a cabinet/mantel. In Flames 23: Width range: 22.8" to 24"; Height range: 25.1" to 25.6"; Depth range: Minimum 9" In Flames 26: Width range: 25.8" to 27"; Height range: 25.1" to 25.6"; Depth range: Minimum 9" In Flames 33: Width range: 32.7" to 33.9"; Height range: 34.1" to 34.6"; Depth range: Minimum 9"

Is there a built-in fan to speed up the hot air output?

Yes, the In Flames series has a fan blower with 3 infrared quartz tubes so that they are able to heat rooms more quickly than traditional conduction/convection heaters.

Functions

Does this heater make noise when working?

All heaters with a fan are going to make some amount of noise, but the noise level of this unit is less than 42 dBA which is equal to hushed, whispering voices.

Can the flame turn on without using the heating function?

Yes, the flame can be turned on without turning on the heating function.

Can the heat be on with no flame? I want to be able to turn the flame off.

Due to CSA/UL safety requirements, the heater cannot be turned on without also turning on the flame effect. We’re sorry for the inconvenience, but it’s for your safety.

Does the heater have a remote control?

Yes, the In Flames series have remote control

Does the heater have overheating protection?

Yes, all of our heaters are equipped with a thermal auto-off protection system. It will turn off automatically if the heater gets too hot.

Can I set a scheduled power on or off?

Yes, all In Flames fireplaces have a timer function.

Does the heater have a thermostat?

All In Flames fireplace heaters are equipped with a thermostat heat control.

Is this heater free standing?

No, the In Flames Series fireplaces are in-wall recessed fireplaces.

Safety

Does the top of the fireplace get hot to touch? Can I touch/move the heater while it is working?

The unit releases heat via a fan which is in the front top of the unit. Everything else is cool to the touch. We recommend you power off and unplug the heater before moving.

Can I use an extension cord with the heater?

For safe use we do not recommend that you use a power strip with this (or any other) space heater or similar device. However, if you find the cord is too short, you can use an extension cord ONLY IF it is rated for 15 amp and a load of 1800 watts. You should check the power cord during the first 30 mins of operations to make sure it is not too hot. If hot to touch, unplug and discontinue use of a power cord.

Can this unit be safely installed on a wooden cabinet?

Yes, the In Flames fireplace is CSA certified and can be placed in a wooden cabinet. Please remember that the unit will need extra space around the heater for air circulation.

Technical Specifications

Is the color of the flame adjustable?

Yes, the In Flames series has 7 flame options of color to choose from.

What kind of heater does this unit use?

All of the In Flames series units use an infrared heater.

What area is suitable for indoor use?

The In Flames series can provide supplemental heat in rooms up to 1000 sq ft.

Troubleshooting

Why does my heater turn on and off all the time?

My heater smells like it is burning, is that normal?

Why the plug gets hot when it works?

Using the heater in incorrect way may results in plug become hot.

4. If all the above is excluded, please try to replace the power supply, or use an independent and safe power supply to test, or contact our customer service team for help.