Frequently Asked Questions
• Which credit cards do you accept?
• Can I cancel my order?
• I canceled my order but I haven't received my credit yet. How long do credits take?
• Can I return an item that is damaged, defective, or I just don't want?
• What happens if the item I ordered is not available?
• Why was I charged sales tax on my purchase?
• How long will it take to receive my order?
• Can I ship my order to a different address?
• How are shipping charges calculated?
• By ordering from this site, will my Personal Information be used for other purposes?
• Is my Personal Information Safe?
Yes, you can, as long as the item has not been shipped. If the order has already been sent, we will attempt to cancel the order, but cannot guaranteed that the cancellation will be possible. If you do receive the order that was cancelled, accept delivery of the item and call us immediately for return instructions.
We submit all requests for credits within 24 hours of receipt (regular business days): however, it may take 7-10 business days for you to receive your credit. You should see this on your next credit card statement or the following one, depending on where you are in your billing cycle. Some heating products originate from one of our vendor's or manufacturer's warehouses. If items are returned to one of those warehouses, we must ensure that the item has been returned, after which a credit will be issued. This can take additional time depending on the product. Rest assured we will do everything we can to expedite the credit process.
If, within 30 days, you are not satisfied with your purchase, we will replace the item or provide credit for the full purchase amount, less any shipping charges. Merchandise returned without prior authorization may be refused. If that happens, the carrier will charge you freight in both directions. So please contact us by email and wait for our reply and authorization. To avoid a restocking charge, please return your merchandise in the original box and packing materials, including all accessories and the owner's manual. Do not destroy or discard original packing for 30 days. The value of missing accessories will be deducted from the credit amount of a return.
We or our vendors ship products before the estimated delivery time in the vast majority of cases. On occasion, however, an order may be delayed due to availability or other circumstances. In the unlikely event there is a change or delay in filling your order, we will notify you via phone, or email. We know that this can be inconvenient, and we will offer you one of the following alternatives as appropriate to your situation:
1 - Offer an ALTERNATE selection.
2 - Offer a BACK ORDER and new estimated delivery. You can wait for the new delivery date, or cancel for a full refund at any time prior to shipment. We will notify you if your product is unavailable.
3 - CANCEL your order. We constantly update our computer system with new information from our vendors. On rare occasions new circumstances come to our attention after placement of an order. Therefore, we reserve the right to cancel your order for a full refund at any time.
Sales tax is normally charged only on items shipped from our warehouse in the state of Utah to locations inside Utah. In the event that sales tax must be added, we always notify our customers for prior approval.
The standard shipping time for orders shipped via UPS is 5-10 days or much sooner, depending on the "ship to" location and the shipping method chosen at checkout.
Yes! When you place your order and come to the Check Out screen, just replace your address with the address you want to ship your merchandise to, then continue. Remember to use a street address, not a Post Office Box, for any shipping address.
Shipping charges vary according to product type and destination. Products may be shipped from our warehouse or from one of our vendors or manufacturers. The individual vendors usually determine the method of product shipment. Therefore, we are not able to reduce shipping charges for any reason. Most products are shipped via UPS (because they offer package insurance and excellent tracking software). Larger items are generally shipped via common carrier (truck line), which require higher shipping rates. However, we always search for the best rates for our customers by using comparative rate freight brokerage companies.
No. Heaters Unlimited, owned and operated by Infra-Red Products Supply, Inc., uses your Personal Information only for the purposes of order fulfillment and customer support. Your name, phone, email and address information is never collected, sold or retained for any other purpose. Under no circumstances will your Personal Information be sold, rented or used by us or third parties for marketing or promotional purposes.
The security of your Personal Information is important to us and we go to great lengths to ensure that your information is secure. This includes a secure shopping cart system and internal measures designed to protect your credit card information. Remember, no method of transmission over the internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security.
This policy is effective from January 1, 2010 and is automatically renewed annually. If you have any questions about this policy, please contact us.