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Frequently Asked Questions

Frequently Asked Questions
This page offers FAQs and troubleshooting tips for informational use only, helping customers find quick answers and basic guidance for common questions and issues.

GENERAL & PRODUCT INFORMATION

All vented decorative gas appliances are certified to ANSI Z21.60 and CSA 2.26 for installation in solid-fuel burning fireplaces.
No. These products are not approved for installation in manufactured or mobile homes.
Grand Canyon Gas Logs can be either decorative or heaters: vented decorative models are explicitly labeled “vented decorative gas appliance: not a source of heat” and are not intended to be used as a heat source, while vent-free (unvented) models are certified as room heaters and provide supplemental heat when installed and used as vent-free appliances; always check the rating label and manual for your specific model to see which type you have.
Never. Burning solid fuels in an appliance equipped with a gas log set can result in fire or equipment damage.

LOGS, SIZES & CANNONBALLS

Grand Canyon offers multiple log series for both vented and vent-free fireplaces. These include popular sets such as Arizona Weathered Oak, Arizona Weathered Oak Charred, Western Driftwood, Arizona Juniper, Jumbo, Blue Pine Split, Quaking Aspen, Kiva, and several vent-free log styles.
Vented log sets are available from 18 inches up to 120 inches, depending on the series. Product pages and catalogs list exact size options for each log style.
Vent-free log sets are typically offered in 18-inch, 24-inch, and 30-inch sizes, with availability varying by series.
Logs are individually cast using a combination of ceramic fiber, high-temperature concrete, and stainless steel fiber mesh, then hand-painted for realistic color and texture.
No. Logs are sold as complete sets. In some warranty situations, Grand Canyon may approve replacement of an individual log through the dealer who sold the product.
Yes, but only when both the log set and the burner are specifically rated and listed as vent-free. A vented set cannot be used as vent-free.
Cannonballs are made from hand-molded ceramic fiber, tinted in colors such as white, black, or grey.
Cannonballs are offered in 2-inch, 4-inch, and 6-inch diameters.
You can configure them as you like, but Grand Canyon advises no higher than about 12 inches and no deeper than about 18 inches to maintain safe, stable coverage.
Yes. Cannonballs can be used in any vented outdoor fireplace or with Grand Canyon fire pit burners that are designed for that media.
Yes. Over time, gas combustion will cause soot to accumulate on logs and cannonballs. This is normal and expected.
Use a soft-bristle brush, a vacuum with a soft attachment, or a fireplace/chimney soot removal product approved for this use. Do not use water or harsh cleaners.
Yes. Many log sets can be used in outdoor fireplaces or fire pits when installed on an appropriate outdoor-rated burner; however, outdoor installation changes the applicable warranty period.
Logs carry a lifetime warranty against manufacturer defects or breakage when installed indoors. When installed outdoors in a fireplace or fire pit, they carry a five-year warranty. Normal color fading from use is not covered.

OUTDOOR PRODUCTS

Grand Canyon’s outdoor line includes fire pit burners, fire bowls, 18-inch tall fire tables, and 24-inch tall fire tables, in various shapes and finishes.
Outdoor products are designed for natural gas (NG) or liquid propane (LP), depending on the specific model and configuration.
No. A propane cylinder must not be placed under a fire bowl or under an 18-inch fire table. Only certain 24-inch tall fire tables are designed to conceal a tank beneath the burner.
Common outdoor log styles include Arizona Weathered Oak, Western Driftwood, and Quaking Aspen, sized and configured for fire pits, bowls, and tables.
No. Outdoor fire features must never be used in enclosed spaces (tents, campers, vehicles, enclosed patios, or indoors) due to the risk of carbon monoxide buildup

BURNERS

Yes, but glass doors must remain fully open while the burner is operating to ensure proper airflow and safe venting.
Yes. For vented systems, the chimney damper must be fully open during operation, and the supplied damper clamp must be installed to keep a permanent minimum opening.
Outdoor burners are built from 100% stainless steel and rated for exterior exposure. Indoor burners use stainless steel with high-temperature paint appropriate for indoor fireplaces.
Burners are configured for either natural gas or liquid propane, depending on model. Many can be ordered in either gas type.
No. For safety and to maintain certifications, only Grand Canyon–approved parts and accessories should be used. Third-party controls or components can void listings, building-code approvals, and warranties and may create safety hazards.
Burners carry a lifetime warranty against manufacturing defects when installed indoors by a professional. When installed outdoors, burners typically carry a one-year warranty.

BEDROCK BURNER

The Bedrock Burner is a trough-style gas system designed for masonry and contemporary fireplaces. It uses a remote-controlled system with flame modulation and is available in linear, traditional, and ventless versions.
Yes, but it must be installed under a covered patio and in accordance with all outdoor installation requirements in the manual.
No. Bedrock systems are designed to be used with ½-inch reflective glass only, not lava rock.
The Bedrock Burner can be paired with seven reflective glass colors: Terra Copper, Vesper Black, Apollo Bronze, Krystallo Diamond, Adriatic Topaz, Poseidon Blue, and Amber Diamond.
Bedrock burners carry a lifetime warranty on metal components and a two-year warranty on electronic components, subject to proper installation and use.

LAVA BURNING SERIES

The Lava Burning Series uses individually orificed and ported logs so gas flows directly through the log, creating the effect of the wood itself burning. GlowFire™ technology produces a fuller flame while ceramic refractory logs radiate more heat than traditional concrete logs.
Yes, but it is limited to installation under a covered patio and must follow the outdoor requirements in the Lava Series installation manual.
The Lava Burning Series is currently offered in 18-inch, 24-inch, 30-inch, and 36-inch sizes.
At present, the Lava Series is offered as Weathered Oak Charred, with additional species planned for future release.

INSTALLATION

Installation must be performed by a qualified service person or licensed gas technician. Improper installation may result in fire, explosion, or injury.
  • 18" model: 28" (Front) × 18" (Rear) × 16" (Depth) × 22" (Height)
  • 24" model: 34" × 24" × 16" × 22"
  • 30" model: 40" × 30" × 18" × 26"
  • 36" model: 46" × 36" × 18" × 26"
Yes. Grand Canyon offers vent-free systems such as the Bedrock II Vent-Free Burner, approved for both natural gas and propane, with manual and remote controls.
Yes. Manual-control vent-free heaters may also be operated as vented products if the chimney damper is permanently open and a damper clamp is installed.

Clearances vary by model, but as a general rule:

  • Front clearance: 36"
  • Ceiling clearance: 36"
  • Left and Right sides: 12"
    Additional mantel clearances are listed in each model’s manual.

OPERATION & CONTROLS

Depending on the model, ignition systems may include:
  • Manual valve (ON/OFF)
  • Millivolt (MV)
  • Modulating Millivolt (Mod MV)
  • MVKEI Battery Electronic Ignition
  • EIS 24V Electronic Ignition (Hardwired)
  • ProFlame and Weather Beater systems for premium remote functionality.
  1. Install batteries in both receiver and remote.
  2. Set the receiver switch to REMOTE.
  3. Press and release the “PRG” button on the receiver.
  4. Within 10 seconds, press ON on the remote.
The receiver will beep to confirm successful syncing.
No. These accessories are not approved for use with Grand Canyon Gas Logs appliances.

ACCESSORIES (MEDIA & VALVES)

Lava rock pieces are larger (roughly ½–1 inch), while lava granules are smaller (roughly ¼–¾ inch) and provide a finer, more uniform coverage.
Most burner kits include glowing embers, lava rock, and sometimes vermiculite, but exact contents vary by model. Check the specific product listing or manual for what’s included.
Twig sets add a second decorative layer and can be used to visually fill out the log arrangement or to disguise components to the sides of the burner, while still keeping ports and controls clear.
No. Lava rock is meant to cover the hearth floor only, not burner controls or components. Covering components can trap heat and cause damage.
Grand Canyon offers seven reflective glass colors—Terra Copper, Vesper Black, Apollo Bronze, Krystallo Diamond, Adriatic Topaz, Poseidon Blue, and Amber Diamond—used with approved burners such as Bedrock and other glass media systems.
The amount of glass or media depends on burner size and desired coverage. Grand Canyon provides an online glass/media calculator to determine how many pounds you’ll need.

WARRANTY & RETURNS

According to the 2025 Statement of Policies:
  • Refractory logs: Lifetime warranty indoors; 5 years outdoors
  • Fiber products (stones, balls, fiber logs): 5 years indoors; 2 years outdoors
  • GlowFire™ logs: Lifetime warranty indoors; 2 years outdoors.
No. Color fading or discoloration from use is not covered under any log warranty.
No. Products intended for indoor use that are damaged due to weather are not covered and cannot be returned.

GAS TYPES & CONVERSIONS

Yes. LP conversion kits are available for most burners. Each requires drilling or replacing the brass air mixer orifice to match the specified BTU rating from the official chart.
For LP conversions using the Grand Canyon LP conversion chart, fireplaces located above 4,500 ft elevation require a smaller orifice, and Grand Canyon directs you to call them to determine the correct size.

SAFETY & MAINTENANCE

Do not light any appliance. Do not use electrical switches or phones. Leave the building and call your gas supplier or fire department immediately.
All burners and vent systems should be inspected at least annually by a qualified service person. More frequent cleaning may be required in dusty or lint-heavy environments.
Yes. Minor cracking and surface flaking of ceramic logs is normal over time due to exposure to heat.
Yes. Always use a fireplace screen or safety barrier when the unit is operating, especially around children. Never operate with the screen removed.

FREIGHT & CLAIMS