Our customer service department is open:
Monday - Friday
9:00a.m. - 5:00p.m. Central time.

For inquiries after customer service hours or to expedite your response during customer service hours please send us an email. We work on over night emails first thing in the morning. Most after hours emails responded to before 10:00a.m. Central time.

• Send Customer Service an email click here

Order Confirmation:

• In order to send you an email confirmation when your order has been processed, you must supply your email address when placing your order. We do not sell or share email addresses
• When your order ships we will send you an email with tracking information. The email will include the date the order shipped, the pro or tracking numbers the shipping company and the web address you can track the shipment online.

Video Help

We have added some links to the Napoleon website that show some how to videos to do simple maintenance on your fireplace.

• Lighting your pilot light
• Cleaning the blower
• Cleaning the glass
• Waterfall Installation
• NZ6000 Operating Features
• Remote Instructional Videos