Fire Media Support
Order & Technical help: Logs, cannon fireballs, fire glass, lava rock, order status
MISSING or WRONG PARTS? Please check the Burner Manual and your invoice to understand the parts you were supposed to receive.
⮚ Contact Us
Filling out this quick form is the best way to contact us. We’ll be in touch within 24 hours. If you experience issues with the form, please call us at 833 228-5244
⮚ Troubleshoot
- Soot build-up is normal
- Clean media by soaking it in a bucket of soapy water for a few hours and then spray it off with a hose
- If it is excessive, this may be a fuel issue caused by a rich mixture
- Contact your gas professional
Learn more here
- Our lava rock is fire-grade and will be less susceptible to this kind of phenomenon
- This is often caused by moisture reacting to the heat of the fire
- Make sure to buy fire-grade lava rock and keep it protected from excess moisture
- Avoid placing logs or any other heat-retaining accessories on top of fire glass
- The heat build-up from the logs will cause the fire glass to melt
- You can still use glass, just place it outside of the log/cannonball area