At a Glance

The Basics

Section 01

Where We Ship

• Continental United States. All 48 contiguous states and the District of Columbia. Free ground shipping applies here.
• Alaska, Hawaii, and U.S. territories. We ship here, but only by express services. Free ground shipping does not apply, and the available express options and their rates are calculated at checkout before you pay.
• Outside the United States. We do not currently ship internationally.

We ship to street addresses and P.O. boxes. If your address has delivery restrictions, tell us in the order notes and we will route accordingly where we can.

Section 02

Shipping Options and Cost

Ground shipping to the continental U.S. is free on every order, with no minimum. If you need it faster, expedited services are offered at checkout at the carrier’s rate. The exact options available depend on your destination and order size, and are shown before you pay.

We ship using FedEx, UPS, and USPS. Which carrier handles your order depends on destination, weight, and the service you select.

If you paid for expedited shipping and later return the order, that shipping charge is not refunded unless the return is the result of our error. See our Return Policy.

Section 03

Order Processing

We hold inventory in the United States and ship directly, so orders do not wait on a supplier. Orders are processed and handed to the carrier within one business day of payment clearing.

• Our daily cutoff is 9:00 AM Pacific. Orders placed before then on a business day usually go out the same day. Anything after that goes out the next business day.
• We do not process or ship on weekends or U.S. federal holidays.
• Large bulk and case orders may take an extra day to pick and pack.

Processing time and transit time are different things. A two-day shipping service means two days once the carrier has the package, not two days from when you clicked buy.

Section 04

Delivery Estimates and Winter Delays

Most orders arrive within five business days of being placed, counting both our one-day processing and carrier transit. Delivery estimates shown at checkout come from the carrier. They are estimates, not guarantees, and we cannot control what happens to a package once it is in the carrier’s network.

This matters more for us than for most stores. Our busiest period runs November through February, which is also when winter storms, carrier congestion, and holiday volume push transit times out. If you are buying heat packs to protect a shipment on a specific date, order with room to spare. The customers who run into trouble are almost always the ones who ordered for Tuesday and needed them Monday.

UniHeat packs are non-hazardous and are accepted by USPS, FedEx, and UPS, so no special handling or surcharge applies to getting them to you.

Section 05

Tracking Your Order

When your order ships we email you a confirmation with a tracking number. Tracking can take a few hours to start showing carrier scans, which is normal and does not mean the package is lost.

If you have not received a shipping confirmation and your processing window has passed, check your spam folder first, then email us with your order number.

Section 06

Wrong Addresses and Undeliverable Packages

Please check your shipping address before you pay. Once an order is handed to the carrier we usually cannot redirect it.

• If a package is returned to us because the address was incorrect or incomplete, we will refund the product cost once it arrives back. Any shipping cost incurred is not refunded.
• If a package is refused at delivery, the same applies.
• If you spot a mistake in your address, email us immediately. If the order has not shipped yet we can usually fix it.

Carriers sometimes mark a package delivered before it physically arrives. If tracking shows delivered and you do not have it, give it 24 hours, check with neighbours and your building, then contact us.

Section 07

Damaged, Lost, or Incorrect Shipments

Risk of loss passes to you when the order is delivered to the address you gave us. Until then, problems are ours to sort out.

• Arrived damaged. Tell us within 48 hours of delivery. Keep the product and all packaging, since the carrier may need to inspect it. Photos help.
• Wrong item, or something missing. Email us with your order number and we will make it right at no cost to you.
• Lost in transit. If tracking stalls and the package does not arrive, contact us and we will open a claim with the carrier.

Full details are in our Return Policy, and the governing terms are in our Terms of Service.

Section 08

Question About a Shipment?

Send us your order number and what you are seeing. We reply to most emails within one business day.

UniHeat US
21817 Plummer St Ste C
Los Angeles, CA 91311
United States

Monday to Friday, 9:00 AM – 5:00 PM Pacific Time

Related policies: Return Policy · Terms of Service · Privacy Policy · Contact Us