The Ponderosa Vent Free Gas Log Set from Empire 

Experience the perfect blend of warmth and elegance with the Ponderosa Gas Logs by Empire. This ponderosa refractory log set is crafted with meticulous attention to detail. Each iron-cast log is carefully curved to complement the Slope Glaze Burner, creating a breathtakingly realistic flame experience for both indoor and outdoor settings.

The innovative design of these logs ensures efficient heating while maintaining stunning aesthetics. Whether fueled by natural gas or propane, this vent-free system generates consistent, controlled heat without the risk of dangerous flare-ups or chilling die-downs. The result is a cozy atmosphere that quickly warms your space while using approximately half the energy of a vented gas log set.

Elevate your living area or outdoor retreat with the Ponderosa Gas Logs by Empire, a stunning fusion of form and function. This exceptional log set promises to be the centerpiece of your relaxing haven, offering unparalleled flame realism and efficient heating in one beautiful package.

Empire Ponderosa Vent Free Gas Log Set Features: 

• Available in (3) sizes: 18", 24" and 30"
• Efficient heating appliance - up to 38,000 BTUs
• Refractory logs that can withstand extreme temperatures and are known for their excellent heat-retention properties
• Hand painted for realistic wood appearance
• The flames do the talking! The lower height to the log stack makes the flames look taller than other Vent Free Gas Log Sets
• Realistic glowing embers
• Clean presentation - the ugly parts (valve/controls) are hidden for a more appealing visual experience
• Multiple control options to choose from

Control Valve Options

1. Manual (Hi-Med-Low Knob)

The most basic of the control valve options, with manual control, the control knob is located on the side of the burner. When you want to control the fire you reach into the fireplace and turn the knob. The control knob turn the fire on/off, and adjust the flame height between High, Medium and Low settings. Keep in mind, the manual control option requires a larger fireplace opening because the control valve is located 4" to the right side of the burner. 

Manual Control has a standing pilot and requires no electricity. 

2. Millivolt (Remote Ready)

This is the most versatile control valve and is powered by a millivolt generator placed in front of the pilot light. The millivolt generator sends electricity to the control valve which allows you to control the log set from a wall switch/thermostat or a remote control. There are many different models of remote controls and you don't have to purchase an Empire White Mountain Hearth specific remote to operate your log set. For your convenience, you can purchase the millivolt burner through The Torch Guys in 4 different confirguations:

• On/Off Millivolt (Remote Ready) - comes with on/off switch on the burner and is ready pair with a millivolt remote control that you already have or have purchased separately
• Empire On/Off Wall Switch | FWS1
• Empire Standard On/Off Remote Control | FRBC
• Empire Remote Control Thermostat | FRBTC2

Millivolt (remote ready) has a standing pilot

3. Variable Flame Remote Control

Variable flame remote control means you can control the height of your flames from high to low and anywhere in between. You can also turn the log set off and on from the remote. 

This option also has a standing pilot. 

4. Electronic Ignition - Variable Flame Height with Thermostat

The only control option that does not have a standing pilot. Electronic ignition operates on an intermittent pilot system meaning the battery powered digital remote will light the pilot when you turn on the log set. It also means you can operate the log set and provide heat for your home in a power outage. You will have to change the batteries (approx 1x/year). And it's important to note that the electronic ignition takes longer to warm up than a standing pilot. 

The electronic ignition comes with a multi functional remote control that lights the pilot, turns the log set on/off, allows you to adjust the flame height and acts as a thermostat. 

What's Included?

• 13-piece Hand Painted Refractory Concrete Logs 
• Slope Glaze Burner System
• Heavy Duty Log Grate
• Glowing Embers (rock wool)
• Decorative Lava Rock to Place Around the Burner
• Remote Kit (depending on your control valve configuration)
• 5 Year Limited Warranty

Get your ponderosa log set today.

Resources

BROCHURE: Empire Vent Free Log Sets

INSTALLATION MANUALS: 

• Empire Ponderosa Logs
• Vent Free Slope Glaze Burner - Manual
• Vent Free Slope Glaze Burner - Variable Flame
• Vent Free Slope Glaze Burner - Intermittent Pilot

Shipping Policy

Our base "Curb-side Pickup" shipping is always completely free! 

If you are interested in enhanced shipping services such as threshold shipping or white glove delivery, our team is here to assist. Please keep in mind, enhanced shipping services are subject to availability and costs paid by the customer.

• Threshold Shipping: This involves the item being brought onto your porch, or into a sheltered/garage area. 
• White Glove Delivery - this includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house! 

To inquire about enhanced shipping services, contact our team via live chat, email: support@thetorchguys.com or call us (202) 539-6797. 

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  In the rare case that your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for shipment within the expected shipment window, we will process the charges and submit the order for shipment.

Shipment Window:

Shipping window varies from product to product. Please review the product page for the expected shipping time of your product. We update these daily so you know what to expect. 

In general, items that are custom made, made-to-order, or special order will take longer to ship. 

Order Shipment:

All orders are processed Monday through Friday. We strive to ship your items as fast as possible, so your order may ship sooner than estimated, and you may receive multiple deliveries depending on your order. 

Tracking will be sent to the provided email address. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@thetorchguys.com 

No Shipping outside the USA. 

Curbside Freight Shipments

Items that are too large or delicate to ship by standard ground carrier are required to ship freight. Freight carriers are specially trained to handle oversized and fragile items. 

Here is what to expect from the freight shipping process:

• Once your order ships you will receive a tracking number that has an estimated delivery date to your local freight terminal
• The carrier will call you at your provided phone number to schedule a delivery appointment within the next 1-2 business days. Only weekday appointments are available. If you are unable to receive the shipment within 1-2 business days of its arrival at the freight terminal, please contact us. 
• All shipments are delivered “curbside”. The driver will bring them to the curb and is not authorized to move it further. Anything past curbside must be arranged before placing the order (see “shipping options” above).
• Upon delivery, it is important that you inspect the shipment thoroughly before signing. Any damage or missing items should be noted on the delivery receipt. You have 5 business days from the delivery date to submit a claim for damage or missing items. To submit a claim email: support@thetorchguys.com or call us (202) 539-6797. 

Return Policy

It’s important to us that you are happy with your purchase. If, for whatever reason, a product doesn’t fit your needs, our team is here to assist. 

Cancellations

You may cancel your order any time before it ships free of charge (exceptions do apply for custom orders & made-to-order products). 

To cancel an order, please contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797. 

Custom Orders and Made-to-Order Products 

We take pride in your ability to customize & personalize our products. Our goal is for you to find the exact product to suit your needs. Given that custom orders & made-to-order products are put into production specifically for your order, these items are not eligible for cancellation or refund. 

All sales are final for custom made & made-to-order products. 

Return Process

Items Eligible for Return

Most unused items can be returned within 30 days of delivery. To schedule a return please follow the steps below:

1. Contact our customer support team via live chat or call us (202) 539-6797. You can email: support@thetorchguys.com as a first step, but our team will need to speak with you to gather information about your return.
2. You will receive an email confirming your return request has been accepted or denied within 1 business day. If approved, your email will also include detailed return instructions. ***From the date you receive this email you have 30 days to return the product. 
3. Any items returned outside of this process are not eligible for refund. 

Items Not Eligible for Return

• Custom made and made-to-order products
• Items marked “non-returnable” in the item description
• Used items, or items that have been installed or assembled
• Bundled kits sold at discounted rate - the entire kit must be returned. 

Refunds

1. Your refund will be processed back to the original form of payment. Most banks process refunds within 3-5 business days. 
2. Checks will be mailed for bank wire or check transactions. Refund checks are valid for 90 days from the date they are issued. 
3. If the product you’ve returned is ineligible for refund, we will notify you as soon as possible. 
4. Return shipping costs will be deducted from the refund. 
5. In some cases, a restocking fee may apply. This is completely up to the manufacturer. If a restocking fee does apply, we will let you know during the return review process. 

Exchanges

If you would like to exchange your product, you may do so. You are responsible for any shipping fees throughout the returns & exchange process. To schedule an exchange please contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797. 

Damages

We aim to ensure your product is delivered in excellent condition. In the rare event that your order does sustain damage during shipping, we are here to assist you. Our team will assume responsibility for any items damaged while shipping as long as you follow the steps and timeline outlined below:

For Freight/Signature Required Deliveries:

• Any damage or missing pieces must be noted on the delivery receipt. 
• The order must be opened and inspected in the presence of the delivery driver. 
• If you sign for the delivery without noting any damage or missing items on the receipt, you are accepting that your full order has arrived in excellent condition. 
• Do not discard any damaged items or the original packaging. 
• For severe damage, we recommend noting on the delivery receipt, “refused due to damage” and contact us immediately. 
• Contact us within 1 business day via live chat, email: support@thetorchguys.com or call us (202) 539-6797 to report the damage. Please have delivery details & photos illustrating the damage ready. 
• Damaged items are required to be returned within 30 days. 

For Standard Shipments:

• Any damage or missing pieces must be reported within 30 days of receipt. 
• Do not discard any damaged items or the original packaging. 
• Contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797 to report the damage. Please have delivery details & photos illustrating the damage ready.

Warranty

In the unlikely event your product experiences a defect, our technical team will guide you through the manufacturer’s warranty process. Here is a general outline of what to expect:

Due to the technical nature of our products, troubleshooting is required by the manufacturer to process a warranty claim. Your installer will need to troubleshoot and diagnose the problem on-site while working in tandem with our technical team. If troubleshooting leads to what Woodland Direct deems as a defective part, we will submit a warranty claim to the manufacturer on your behalf. Before we submit the claim, we will ask you to review the terms to proceed.

Once the claim is submitted, the manufacturer will review and approve or deny the claim. If they have all the information and accept the claim, your warranty replacement part(s) will begin processing for shipment. If for any reason, the claim is denied, or we need more information, we will notify you as soon as possible.

All warranties are processed as exchanges. You can expect to receive a pre-paid return label for the defective part(s), which will need to be returned within 30 days of receiving the warranty replacement(s).

Warranty claims can take anywhere from 1-4 weeks to process, depending on the season. Due to the length of time claims can extend, we recommend that you fire up your unit in the late summer/early fall to ensure it’s in good working condition for the winter season.

EMPIRE 5-Year Limited Warranty

Empire Comfort Systems Inc. warranties this hearth product to be free from defects at the time of purchase and for the periods specified below. Hearth products must be installed by a qualified technician and must be maintained and operated safely, in accordance with the instructions in the owner’s manual. This warranty applies to the original purchaser only and is not transferable. All warranty repairs must be accomplished by a qualified gas appliance technician. 

Limited Five-Year Parts & Labor Warranty – All Other Components
(Except Remote Controls, Thermostats, Accessories and Replacement Parts) 

Should any part fail because of defective workmanship or material within five years from the date of purchase, Empire will repair or replace at Empire’s option. Within five years from the date of purchase, Empire will pay reasonable labor to have that defect repaired at Empire’s option. 

Limited One-Year Parts Warranty – Remote Controls, Thermostats, Accessories, and Parts 

Should any remote control, thermostat, accessory, or other part fail because of defective workmanship within one year from the date of purchase, Empire will repair or replace at Empire’s option. 

Duties Of The Owner 

The appliance must be installed by a qualified installer and operated in accordance with the instructions furnished with the appliance. A bill of sale, cancelled check, or payment record should be kept to verify purchase date and establish warranty period. Ready access to the appliance for service. 

What Is Not Covered 

Damages that might result from the use, misuse, or improper installation of this appliance. Travel, diagnostic costs and freight charges on warranted parts to and from the factory. Claims that do not involve defective workmanship or materials.
Unauthorized service or parts replacements. 

Removal and reinstallation cost.
Inoperable due to improper or lack of maintenance. 

How To Get Service 

To make a claim under this warranty, please have your receipt available and contact your installing dealer. Provide the dealer with the model number, serial number, type of gas, and purchase verification. The installing dealer is responsible for providing service and will contact the factory to initiate any warranted parts replacements. Empire will make replacement parts available at the factory. Shipping expenses are not covered. 

If, after contacting your Empire dealer, service received has not been satisfactory, contact: Consumer Relations Department, Empire Comfort Systems Inc., PO Box 529, Belleville, Illinois 62222, or send an e-mail to info@empirecomfort.com with “Consumer Relations” in the subject line. 

Your Rights Under State Law 

This warranty gives your specific legal rights, and you may also have other rights, which vary from state to state.