Shipping Policy

How We Ship Your Order

Processing Time
Orders are typically processed and shipped within 24-48 hours of purchase.

Delivery Times
Most in-stock orders arrive within 7-10 business days of shipping. Some sizes and finishes are made to order, which extends delivery to 10-18 business days. We'll confirm your expected timeline after checkout.

Some orders require freight shipping due to size or weight. If your order qualifies, a member of our team will contact you after purchase to coordinate delivery details.

Cancellations

You may request to cancel your order for a full refund up to 48 hours before it ships. Once tracking information has been generated, the order can no longer be canceled.

If you miss the cancellation window, contact us and we'll help arrange a return at your expense.

Exceptions
Custom-made and made-to-order products are fabricated specifically for you. Once materials are ordered and fabrication begins, these orders cannot be canceled, and all sales are final.

Lost Shipments

Packages Lost in Transit
If your package is lost in transit (not marked as delivered), contact our Customer Success Team at support@biowaterflame.com within 5 days of the estimated delivery date. We'll file a claim with the carrier to investigate.

Please note:

  • A package isn't considered lost until a claim has been filed with the carrier and confirmed through their investigation.
  • Once the carrier confirms the package is lost, we'll move forward with next steps to resolve the issue.

Packages Marked as Delivered But Not Received
If tracking shows your package as delivered but you haven't received it, please:

  1. Check nearby areas of your property where the carrier may have left it.
  2. Ask household members or neighbors if they received it on your behalf.
  3. Contact your local mail carrier for more delivery details.

BIOWATERFLAME is not responsible for stolen packages or items missing after being marked as delivered. For further assistance, reach out to our Customer Success Team at support@biowaterflame.com.

Defective or Damaged Merchandise

Please inspect your product carefully upon delivery and keep the original packaging until you've confirmed it arrived in satisfactory condition.

If your product arrives damaged, or you receive an incorrect item, contact our Customer Success Team at support@biowaterflame.com within 30 days of delivery. Claims reported after 30 days cannot be considered for a replacement or refund, no exceptions. See our Return Policy for full details on the replacement and refund process.

Photo Requirements
To process a damage claim, we'll ask for the following clear, well-lit photos:

  1. A close-up of the damaged area
  2. The full product with the damaged area visible
  3. The product's packaging
  4. The damaged portion of the shipping carton

Damaged items will be held in our warehouse for up to 30 business days unless you request otherwise in writing. After 30 business days, items will be disposed of or donated.

Missing Hardware or Components

If your product arrives with missing hardware or components, contact our Customer Success Team right away at support@biowaterflame.com.

You must report missing pieces within 30 days of delivery. Claims submitted after that window cannot be accepted, no exceptions.

Product & Technology

What is a water vapor fireplace?

A water vapor fireplace uses ultrasonic misting technology to turn water into a fine mist, which is then lit by LED lighting to create a strikingly realistic 3D flame effect. There's no real fire, no combustion, and no fuel involved.

How do water vapor fireplaces work?

An ultrasonic transducer vibrates water at a high frequency, breaking it into a fine mist. LED lights shine through the mist to create the appearance of dancing flames, while a fan helps shape the flame's movement for a lifelike effect.

Do water vapor fireplaces produce real heat?

No. Water vapor fireplaces create the visual effect of fire without producing heat. They're designed for ambiance and visual warmth, not as a heating source.

Are water vapor fireplaces actually fire?


No. There is no combustion, flame, or burning of any kind. The "flame" is created entirely through light and mist, which is what makes it safe to touch and operate indoors.

What's the difference between a water vapor fireplace and an ethanol fireplace?

Ethanol fireplaces burn bio-ethanol fuel to produce a real flame and real heat, along with combustion byproducts. Water vapor fireplaces use no fuel or combustion at all, they run on tap water and electricity, producing a realistic flame effect with no heat, smoke, or emissions.

What's the difference between a water vapor fireplace and an electric fireplace?

Most electric fireplaces use LED screens or rotating panels to simulate flames and often include a heating element. Water vapor fireplaces use real mist and light to create a three-dimensional, physically moving flame effect, which many find more realistic than a flat screen simulation.

Do water vapor fireplaces need a chimney or venting?

No. Since there's no combustion, water vapor fireplaces require no chimney, gas line, or ventilation. They simply plug into a standard outlet.

What do I fill the fireplace with?

Standard tap water. Some models can also connect directly to a water line for continuous operation without manual refilling.

How often do I need to refill the water tank?

This depends on the model and how often the unit is used. Check your product's specific manual for tank capacity and estimated runtime.

Can I control the flame color and height?

Yes. Our Smart Series fireplaces include app-based and remote controls that let you adjust flame height, color, and lighting to set the mood for any space.

Are water vapor fireplaces loud?

Water vapor fireplaces use ultrasonic misting technology, which operates quietly. Some ambient sound from the misting mechanism and fan is normal.

Safety

Are water vapor fireplaces safe for kids and pets?

Yes. Since there's no real flame, heat, or combustion, water vapor fireplaces are considered a safe alternative to traditional fireplaces for homes with children and pets.

Is the unit hot to the touch?

No. Water vapor fireplaces do not generate heat, so the unit remains cool to the touch during operation.

Do water vapor fireplaces produce smoke, soot, or harmful emissions?

No. Because there's no combustion, there's no smoke, soot, ash, or harmful gas byproduct of any kind.

Can I install a water vapor fireplace outdoors?

Some models are designed for indoor and covered outdoor use. Always check your specific model's specifications before installing outdoors, as not all units are weatherproof.

Is it safe to leave a water vapor fireplace running unattended?

While water vapor fireplaces carry far less risk than a real flame, we recommend following the safety guidance in your product manual, including any auto-shutoff features, just as you would with any electrical appliance.

Returns, Refunds & Warranty

What is your return policy?

New, unused products can be returned within 30 days of delivery with an approved RMA. Defective items or missing parts must be reported within 20 days. Custom-made products are final sale. See our full Return Policy for details.

Do you offer a warranty?

Yes, all Bio Water Flame products come with a 3-year warranty covering factory defects and operation-related functions, starting from the date of purchase. See our full Warranty page for coverage details and exclusions.

What if my fireplace arrives damaged?

Contact our Customer Success Team at support@biowaterflame.com within 20 days of delivery with photos of the damage. We'll work with you to resolve it quickly.

Can I cancel my order after I've placed it?

Yes, orders can be canceled for a full refund up to 48 hours before shipping. Once tracking has been generated, the order can no longer be canceled.

Company & Trust

Where is Bio Water Flame based?

Headquartered in Doral, Florida, proudly serving customers across North America.

Where are Bio Water Flame products made?

Our fireplaces are designed and engineered in-house in the USA, then brought to life through trusted manufacturing partners worldwide.

Is Bio Water Flame a legitimate company?

Yes. Bio Water Flame is a North America-based company offering water vapor and bio-ethanol fireplaces, backed by a 3-year warranty, a clear return policy, and a dedicated customer success team available at hello@biowaterflame.com.

Do you offer products for commercial or hospitality spaces?

Yes, our fireplaces are designed for both residential and commercial use, including hotels, offices, and hospitality spaces.

How can I contact customer support?

For general questions, email hello@biowaterflame.com. For sales inquiries, email sales@biowaterflame.com. For warranty and support requests, email support@biowaterflame.com.

Do you sell bio-ethanol fireplaces too?

Yes. While our focus is on Smart Water Vapor Fireplaces, we also offer a bio-ethanol collection for customers who prefer a traditional, real-flame fireplace experience.

MODERN | LUXURY | INTELLIGENT

Why choose Biowaterflame?

Eco-Friendly

Runs on Tap Water and plugs into a standard outlet. Fireplace tech approved by Mother Earth.

No-Sweat Alternative

No dangerous gas lines or excess heat. Captivate a room without breaking a sweat!

Customer Support

You’ve got questions? We’ve got answers! Our Customer Support is available Mon-Fri 9a-4:30p EST

Satisfaction Guarantee

Every purchase is protected by a 3‑year warranty and supported by a risk‑free 30‑day return policy.

18" Luxury Smart Water Vapor Vireplace

Moody Modern Fireplace Living Space
Experience the perfect balance of contemporary design and inviting warmth. Set within a sophisticated living space featuring rich textures, natural materials, and ambient lighting, the water vapor fireplace creates a captivating focal point with remarkably realistic flames. Its seamless integration into the architectural design transforms everyday living into a refined luxury experience, making every evening feel effortlessly elegant.

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24" Luxury Smart Water Vapor Vireplace

Elevated Modern Living
A slate-clad hearth anchors this living space, its flame effect glowing softly against snowfall outside. No smoke, no soot, just quiet ambiance built into the architecture of the room.

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30" Luxury Smart Water Vapor Vireplace

Realistic Flame Technology
Experience the beauty of remarkably lifelike flames powered by advanced water vapor technology. Rising gracefully from a sleek linear design, the dynamic flame effect creates the warmth and ambiance of a traditional fireplace without real combustion. Whether installed in a custom feature wall or as a statement centerpiece, it delivers a luxurious focal point that transforms any modern living space.

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36" Luxury Smart Water Vapor Vireplace

Timeless Design, Unforgettable Ambiance

Create a living space that feels warm, sophisticated, and effortlessly inviting. Integrated into a custom wood feature wall with elegant slatted detailing, the water vapor fireplace becomes the centerpiece of the room, complementing modern furnishings, natural textures, and curated décor. The realistic flame effect adds depth and atmosphere, transforming everyday moments into a luxurious experience without compromising the clean lines of contemporary design.

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48" Luxury Smart Water Vapor Vireplace

Modern Design from Every Angle
Make a bold architectural statement with a suspended see-through fireplace that brings warmth and sophistication to the heart of your home. Seamlessly integrated into a contemporary open-concept layout, the panoramic flame view creates a stunning visual connection between living and dining spaces. Surrounded by premium finishes, ambient lighting, and clean modern lines, it transforms an ordinary room into an elegant gathering place designed for everyday living and unforgettable entertaining.

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60" Luxury Smart Water Vapor Vireplace

Relax in Style with Mesmerizing Flames
Create a space where comfort and contemporary design come together effortlessly. Set against a textured stone feature wall, the linear water vapor fireplace delivers remarkably realistic flames that add warmth and visual depth without overwhelming the room. Paired with modern furnishings, soft ambient lighting, and natural finishes, it creates the perfect setting for quiet evenings, meaningful conversations, or simply unwinding in refined comfort.


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72" Luxury Smart Water Vapor Vireplace

Architectural Simplicity with Lasting Warmth
Bring refined elegance to your home with a sleek linear fireplace designed to complement modern architecture. Set within a dramatic charcoal stone feature wall, the clean flame line creates a striking focal point while subtle LED accent lighting enhances the room's depth and ambiance. Floor-to-ceiling windows frame the outdoor view, allowing natural light by day and a cozy atmosphere by night. Whether entertaining guests or enjoying a quiet evening, this sophisticated design transforms any living space into a warm, inviting retreat with timeless appeal.


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98" Luxury Smart Water Vapor Vireplace

Where Entertainment Meets Timeless Comfort
Create a sophisticated centerpiece that brings together modern design, ambient lighting, and inviting warmth. This custom media wall pairs a sleek linear fireplace with floating cabinetry, integrated shelving, and a large TV for a clean, architectural look. Warm LED accent lighting highlights the textured finishes while the vibrant flames add depth and comfort, making the space perfect for movie nights, entertaining guests, or relaxing after a long day. Every element is thoughtfully designed to deliver a seamless blend of luxury, functionality, and everyday comfort.


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