Customer Support Hub


Q: Why does it smell like paint or chemicals when I use my oven for the first time?

A: This is the result of residue from the manufacturing process burning off. Open all of the windows and doors in the room for proper ventilation and allow the oven to run with nothing inside for at least 45 minutes before the first use.

Q: How can I tell when my oven has been preheated to the selected temperature?

A: The orange or white indicator light next to your oven temperature selector will turn off when the oven has reached its set temperature. The light will cycle between on and off during the cooking cycle, as the flame is re-lit and extinguished to preserve the set temperature. The oven will take 10-20 minutes to preheat depending on the set temperature. 

Q: How do I remove the oven racks for cleaning?

A: If your racks are on sliders, the sliders are resting on the guides and must be removed along with the oven racks. If your oven racks do not have a slider/caster, they can simply be slid all the way out and removed.

Q: Does my range come with a manufacturer’s warranty?

A: This range includes a 1-year manufacturer’s warranty with your new purchase from an authorized retailer. To view a list of authorized retailers, please visit

Q: Where can I find the warranty terms for this product?

A: The warranty terms are available here. Your unit is covered for both parts and labor for 1 year from the date of purchase. 

Q: All of my burners are clicking or sparking when I turn any of them on.

A: The burners on this unit will spark when you attempt to ignite any of them. This is normal operation and is an intentional side effect of the cooktop’s design.

Q: Why is hot air blowing out from the top of my oven door?

A: Your oven is equipped with a cooling fan to better regulate the temperature between the oven cavity and the external walls of the unit. This is an advanced safety feature to help prevent burns when touching any of the panels, knobs, or the door handle. There are two vent locations: the top of the oven door, and behind the cooktop. This is intended by design and is normal operation.

Q: Why is my unit producing black soot when in use?

A: The most common cause of black soot being produced when using either the oven or the cooktop is an improper propane mixture or conversion. Check the propane gas source first, then review the LP conversion instructions

Q: Why does my oven’s fan continue to run with convection mode off or after the oven has been turned off?

A: This is normal operation. The cooling fan will remain on during the baking cycle, regardless of the convection function, as well as after the oven has been shut off until it has sufficiently cooled.