FAQ

Every answer below comes straight from our shipping policy and our return and refund policy. If yours is not here, write to info@heatlover.com or call +1 877 345-1654.

Where do you ship?

We ship to virtually any address in Canada and the United States. Some restrictions may apply to certain products.

How much is shipping, and how long does it take?

Shipping is free to Canada and the United States. With the free method, expect delivery in 3 to 7 business days: 1 to 2 business days to prepare your order at our warehouse, and 2 to 5 business days in transit depending on where you are.

Paid priority shipping is also available. With it, expect your order within 1 to 3 business days, again depending on your location.

Can I exchange an item for another size?

Yes. You may exchange any new and unused item within 30 days of delivery for another size, and we pay the shipping. Each item must come back in its original packaging with all tags and instruction labels still attached to the garment. Conditions apply to international orders. We reserve the right to refuse an exchange if the returned product is not in its original condition and cannot be resold.

What is your return policy?

Within 14 days of delivery, you may return any new and unused item for a full refund of the product. Each item must be returned in its original packaging, with all included documentation, and all tags must remain attached to the garment.

Beyond the 14-day window, returns are accepted up to 30 days from the date of receipt. A flat fee of $49 CAD is deducted from the refund to cover part of the shipping and handling costs.

If the return is due to an error on our part, such as an incorrect or defective item, we cover the return shipping costs.

Can I return a final sale item?

Items marked "final sale" at the time of purchase, such as clearance or outlet pieces, cannot be returned for a refund. An exchange may be approved by our customer service team if the product is in perfect resalable condition; return shipping is then the buyer's responsibility. Our warranty still applies to final sale items.

How long does a refund take?

Expect your refund within four weeks of handing your package to the return shipper, and in many cases sooner. That period covers the transit time for your return to reach us (5 to 10 business days), our processing time once we receive it (3 to 5 business days), and the time your bank takes to process our refund request (5 to 10 business days).

What does the warranty cover?

Heatlover offers a one-year limited warranty on the heating system of all our products, provided they have been used according to the supplied usage guidelines. It takes effect from the original date of purchase and applies to the original purchaser, for products bought directly from our website or through authorized retailers and distributors. A valid proof of purchase is required for any warranty service request.

The warranty does not cover damage caused by misuse, negligence or failure to follow the usage instructions; normal wear and tear, including fabric and zippers; damage resulting from unauthorized modifications or repairs performed by third parties; or products purchased from unauthorized resellers.

How do I start a return or an exchange?

Go to the Contact us section and follow the instructions provided. We get back to you as quickly as possible, depending on volume; please allow 1 to 3 business days for processing.