Frequently Asked Questions

Have a question? Below you’ll find a series of frequently asked questions. Don’t find what you’re looking for? Contact our customer service.

Where can I see prices?

Prices are shown in the °Stelpro catalogue or the specsheet of the unit in which you are interested.

Can I make a purchase directly from the factory?

Unfortunately, no purchases can be made directly from the factory. You can obtain our products in many hardware stores and from our electrical distributors.

Where can I find the technical specifications of each product?

The technical specifications of every product are available in the °Stelpro catalogue or the product page of each unit.

Does °Stelpro pay the electrician fees?

°Stelpro doesn’t pay electrician fees.

Where can I find replacement parts?

Please contact °Stelpro's customer service department for information on replacement parts.

What should I do if the warranty is no longer valid in-store?

Since each situation is different, please contact °Stelpro's customer service department for information on your unit’s warranty.

How do I get my unit repaired if it’s still under warranty?

Contact technical support at elec.tech@stelpro.com or call us toll-free at 1 866 628-5776.

My baseboards are making a noise.

The metal expands when the heat comes on and contracts when the temperature cools. This is what causes the clicking sounds. However, electronic thermostats greatly reduce these expansion/contraction noises.

If you feel that the sound is abnormal, please contact technical support at elec.tech@stelpro.com or call us toll-free at 1 866 628-5776.

My fan heater is making a noise.

The metal expands when the heat comes on and contracts when the temperature cools. This is what causes the clicking sounds. However, electronic thermostats greatly reduce these expansion/contraction noises.

If you feel that the sound is abnormal, please contact technical support at elec.tech@stelpro.com or call us toll-free at 1 866 628-5776.

How do I properly clean my unit?

Follow these cleaning steps:

  • Cut off power supply at the circuit breaker/fuse before cleaning.
  • Dust unit off using a soft rag.
  • Clean it using only a damp rag and non-abrasive dish soap.
  • If you use a cleaning product, always wipe it off as this could cause the unit to yellow.

Before cleaning, carefully read these warnings:

  • Never use chemical or abrasive cleaners as they can damage the unit’s finish.
  • If the unit is used in a very dusty location, use a vacuum brush to remove dust.
  • If needed, vacuum the inside of the appliance.

My unit has become discoloured

Over time, cigarette smoke or insufficient wattage could cause the unit to yellow.

The best way to prevent this problem is by cleaning your unit regularly.

Is my warranty still valid even if the unit is discontinued?

Yes, if the unit is still under warranty.

How can I get a refund or exchange a product?

Please contact °Stelpro's customer service department for any product exchanges or refunds.

What should I do if my thermostat is warm even in summer?

It is normal for the thermostat to be warm when turned off. On these models, the voltage is lowered by an impedance network that lowers it from 240 V to 15 V, which explains why these thermostats are relatively warm whatever the heating load associated with them.

However, if you feel that the warmth is abnormal, please contact technical support at elec.tech@stelpro.com or call us toll-free at 1 866 628-5776.

How do I activate or deactivate the “Lock” mode on my thermostat?

The method differs from one thermostat to another. Consult your thermostat user guide for more information.

How do I activate or deactivate the “Ventilation” mode on my thermostat?

The method differs from one thermostat to another. Consult your thermostat user guide for more information.

What should I do if my thermostat’s home screen disappears intermittently?

The thermostat does this when the unit’s thermal protection is activated.

To correct this issue, make sure your heating unit’s air vents are free of any obstruction (curtains, furniture, etc.).

How do I calculate the proper wattage for the room?

The recommended power is 1.25 W per cubic foot. This is usually sufficient for standard heating needs. Note: the quality of the wall and window insulation is one of the factors affecting heat loss, creating variations in the power required to heat a room.

If needed, contact a specialist (in industrial or commercial buildings) who can calculate heat loss and optimize the required power, or go to the “Heating Calculator” page on our website.