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Since Friday, 18 September 2020, 22:36
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FAQ

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How do I calculate the proper wattage for a room?

The recommended power is 1.25 W per cubic foot. This is usually enough for standard heating needs. Note: the quality of the wall and window insulation is one of the factors that affects 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 use the Heating calculator on our website.

Where can I find the technical specifications of each product?

Technical specifications for each product are available in the Stelpro catalogue or on the product page.

How do I determine whether a device can be plugged into a standard 120 V outlet?

Many of our products are available with a connection for a standard 120 V outlet. To make sure you have the right product, validate the product code which ends with the letters PW. In addition, an icon is usually on the box.

Are Stelpro products compatible with wall thermostats?

Most Stelpro products are compatible with wall thermostats, except for devices with a built-in thermostat. Connecting a wall thermostat to a device with a built-in thermostat could cause overheating, premature wear and possibly breakage.

What should I do if the warranty is no longer valid in-store?

Since each situation is different, please contact Stelpro Customer Service at 1-844-783-5776 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 1-844-783-5776.

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

Yes, it is, if the unit is still under warranty.

How do I clean my unit?

Follow these cleaning steps:

Cut off the power at the circuit breaker/fuse before beginning.
Dust the unit using a soft rag.
Clean it with a damp rag and a non-abrasive dish soap.
If you use a cleaning product, always wipe it off as it 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.

Why has my unit 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.

Does Stelpro pay the electrician’s fees?

Stelpro doesn’t pay electrician fees.

Where can I find replacement parts?

Please contact Stelpro Customer Service at 1-844-783-5776 for information on replacement parts.

Can I install Stelpro products myself?

We recommend having Stelpro products installed by an electrician, in accordance with national and regional electrical codes. To find the nearest electrician, please see our "Find an electrician" section.

How do I install a 120 V device?

Simply install your 120 V appliance on the wall and plug it into a standard 120 V residential outlet. Note that a dedicated electrical circuit may be necessary.

Smoke is coming from a device that’s just been installed. Is this normal?

When you turn on your device for the first time, light smoke may emanate from it. This phenomenon is normal and will disappear automatically after a few minutes of operation.

Does Stelpro recommend installers?

We recommend having Stelpro products installed by an electrician, in accordance with the national and regional electrical codes. To find the nearest electrician, please see our "Find an electrician" section.

Are your products for sale on the web?

You can buy our products through our retailers’ and electrical distributors’ websites as well as on Amazon.

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 look up prices?

You can view prices in the Stelpro catalogue or on the unit’s specsheet.

How can I get a refund or exchange a product?

Please contact Stelpro Customer Service to get a refund or exchange a product.

What should I do if my thermostat is warm to the touch 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 feel 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 1-844-783-5776.

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 “Fan” 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.).

My baseboards are making a noise. Is this normal?

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 1-844-783-5776.

My convector is making a noise. Is this normal?

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 1-844-783-5776.

By telephone

450-441-0101
1-844-STELPRO (783-5776)

By email

General: contact@stelpro.com
Technical support: elec.tech@stelpro.com
HVAC Contractors and Distributors – Quotes / Orders : hvac.proj@stelpro.com
HVAC technical support : hvac.tech@stelpro.com

By mail

Stelpro
1041 Parent Street
Saint-Bruno-de-Montarville, Quebec J3V 6L7

Contact us

CMEQ certified electrician

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Maestro Pro certified installer

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