I bought a fireplace directly from Napoleon in Barrie Ontario. I told the salesman that I plane to install it myself as I am a licensed electrician and I was just replacing an old existing gas fireplace. So the gas line and wiring were already existing. When I removed the packaging from my new fireplace I noticed that the fireplace had been placed in the box upside down with reference to the markings on the box (this side up). There was no bubble rap or styrofoam packing material to protect the fireplace from damage. But it seemed alright when I removed the fireplace from the box. I went ahead and installed the unit strictly following the instructions that came with it. My unit came with tempered glass window front. After about an hour the glass spontaneously shattered into hundreds of pieces. When I called Napoleon to get a replacement window under my lifetime warranty, the woman on the phone said that my warranty was void because I installed the fireplace myself. She then, very condescendingly, began lecturing me about how my insurance company would not cover any future damages to my home related to my fireplace. I called the salesman who sold me the unit and have left several messages and he won't return my calls. I have since had to pay for a replacement glass from another company. Do yourself a favor and do not deal with this company. Their service is non existent and their lifetime warrantee is not worth the paper it is written on. ...... I also own a Napoleon gas grille that has a so called lifetime warrantee. But after trying to get replacement parts covered under warrantee, I have just given up and paid out of pocket for parts.