Q: What is your minimum order?
We supply all products in carton quantity; you can buy individual cartons.
Q: Can I get samples? How to order?
You can get free samples, simply place an order for them through the specified section found at the bottom of every product's page on our website or by contacting us; free models are available for regular products. Customized composite products need to pay a certain proofing fee. For details, please take a look at the terms and conditions on the sample application form.
Q: Where do you ship from?
We ship from Shanghai port.
Q: How do I know the status of my order?
You can check the status of your order by logging into your account. Our business personnel will be able to update the logistics information for you in your account according to the logistics situation.
Q: What if my tracking information shows that my package was delivered, but I didn't receive it?
If your tracking information shows that your package was delivered, but you can't find it:
The carrier may, at their sole discretion, place the shipment in a secure location, so be sure to check areas such as front porches, side doors, back porches, or near the garage.
Please be sure to look for notifications about delivery attempts.
If you still need help finding your package, please let Heaterk know within five days of the carrier delivery date so we can begin tracking and shipping your replacement product using UPS.
Q: What if I am not satisfied with my purchase?
Any of our items may be returned within 30 days of receipt if:
- Item unused.
- The item is in pristine condition.
- Item is in original box.
- Clearance items (marked as remaining) and special order items are not accepted.
- All returns are subject to approval.
- Any issues regarding damaged goods or shortages must be resolved within 30 days of the ship date.
If these conditions are met, the customer will return the freight to our company. Upon receipt and inspection of the product, we will issue a refund of less than a 30% restocking fee. If these conditions are met, a letter of credit will be given to the customer.
Please inspect all packages upon arrival and contact us immediately for damaged products by clicking the "Start a Support Ticket" link under the "Service & Resources" tab. We will replace any damaged products as soon as possible.
Q: Which countries cannot be traded?
Heaterk has perfected its global shipping capacity, except for extremely remote areas where door-to-door delivery is impossible (you need to go to the nearest logistics station to pick up the goods); most of the rest of the regions support door-to-door delivery.
Q: What types of payment do you accept?
We accept mainstream payment methods, including TT, VISA, PayPal, Alipay, DAT, etc.
Q: How often are items returned, and how do I know if an item I purchased has been returned?
Backorders are rare, but if a requested item is back-ordered, we will contact our customer via email as soon as possible. We cannot necessarily guarantee any shipping date then, but we will do our best to provide you with an accurate estimated arrival date.
If you ordered multiple items and only one thing is on backorder, we will usually send a partial order as a courtesy. Backordered items are automatically forwarded to you once they are in stock.
Q: Who is responsible for paying duties, taxes, and customs fees?
Unless expressly stated otherwise in a quotation or invoice, purchase prices exclude taxes, customs, import or export charges, and duties.
Q: What is your after-sales policy?
All merchandise sold on Heaterk reflects its current standards and specifications. Only some items described here are suitable for some users.
We provide a one-year warranty for the temperature range or operating environment provided by Heaterk. If there is any problem during the warranty period (this is extremely rare), we will send you a new product directly.
Heaterk is not liable for any damages incurred if the product is used beyond its performance limits. Nevertheless, Heaterk can offer guidance and recommend more suitable products tailored to your production environment.
Q: When will the delivery be made after the order is placed?
Spot products will be sent out within three days, while customized products will be sent out within 7 to 15 days, according to the production situation, regardless of the quantity.
Q: What if I can't find the answer to my question here?
Please reach out to us to get answers to your questions.