Shipping Policy
Last updated: October 21, 2026
At Heat Grove we're committed to delivering your order quickly, safely and reliably, and we work with trusted shipping partners to get every package to you securely. Rather than a list of rules, this page follows your order from the moment you place it to the moment it arrives — what to expect at each stage, and what we do if something goes wrong along the way. It applies together with our Returns & Refunds Policy.
1. The moment you place your order
You'll receive an order confirmation by email within a few minutes. Please open it right away and check the products, quantities and shipping address — this is the moment to catch a mistake (see section 2).
We ship to addresses in the United States only; orders for other destinations can't be accepted at this time. Shipping is free on every order — there's no minimum spend, no shipping fee at checkout and nothing to pay on delivery.
2. The first 5 minutes: changing or canceling
Every confirmed order is sent to our fulfillment center automatically and enters processing within minutes. That's why an order can only be canceled or changed within 5 minutes of being placed — once that window has passed, we're unable to stop, change or retrieve it.
To cancel, email support@heatgrove.com immediately with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that arrive after 5 minutes can't be treated as cancellations — including if you've changed your mind, found the product elsewhere or are concerned about the delivery time — and we'll reply with our return instructions instead.
The processing time in section 3 is the time the fulfillment center needs to prepare your package, not a period during which the order is on hold. If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy (Part A): returns are international shipments to our returns center in the United Kingdom, at your own cost. Refusing or not collecting the package doesn't cancel the order (section 5).
3. Days 1–3: processing
Processing takes 1–3 business days (Monday through Friday, excluding federal holidays). Orders placed on a weekend or holiday enter processing on the next business day, and during busy periods — holidays, promotions and product launches — processing can take up to 2 additional business days. As soon as your package leaves the fulfillment center you'll receive a shipping confirmation with your tracking number.
4. Days 3–8: on its way
Once shipped, delivery takes an estimated 3–5 business days, so plan on 4–8 business days in total from the day you order. These are estimates based on carrier performance rather than guaranteed dates: carrier delays, severe weather, holidays and transportation disruptions can add time. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 6 covers what we do when a package is late or lost.
Tracking. Allow 2–5 business days after shipping for the first scan to appear, and expect fewer updates while the package moves between carrier hubs; a tracking page that hasn't changed in the first few days is normal. If there's been no update for 10 business days, contact us and we'll check with the carrier.
More than one package. Products ship from the fulfillment center that stocks them, so an order with several products may arrive in separate packages on different days, each with its own tracking number, at no extra charge. A product arriving later than the rest isn't missing — please wait until every tracking number shows delivery before contacting us about a missing product.
5. Delivery day
Address accuracy. Please make sure your shipping address is complete and correct — including any apartment, suite or unit number and the ZIP code — and add a phone number for the carrier. An incorrect or incomplete address is the most common cause of a late delivery, and changes are only possible within the 5-minute window in section 2; once a package has shipped, carriers can't redirect it.
Failed deliveries. Packages that can't be delivered because of an incorrect or incomplete address, or that aren't picked up within the carrier's holding period, go back to the carrier's origin facility. This isn't a cancellation or a return. Once the package has reached the fulfillment center again we can reship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.
Refused packages. Refusing a package at the door doesn't cancel your order, and isn't treated as a return either: refused packages travel to the carrier's origin facility rather than to our returns center and often can't be recovered, so a refund can only be considered once a package has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
Delivered, but you can't find it. Check around your property — porch, mailroom, garage, a safe place — then with household members and neighbors, and review the carrier's proof of delivery; carriers sometimes scan a package shortly before the final handover. If it hasn't turned up, contact us within 7 days of the delivery scan so we can file a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 8 applies.
6. If your package is late or lost
If tracking shows no movement for 10 business days, or your package is more than 7 business days past the estimated delivery window, contact us with your order number. We'll open an investigation with the carrier, which can take up to 10 business days. If the carrier confirms the package is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
7. If your package arrives damaged
Keep all packaging and email us within 3 business days of delivery with your order number and clear photos of the outer box, the shipping label and the damaged product. We need the photos within this period because the carrier's own claim window is just as short; we're unable to accept claims without photos or after 3 business days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, Part B).
8. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your package against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has shipped — including if you later return the order or part of it. It's only refunded when an order is canceled within the 5-minute window in section 2.
9. Prices, sales tax and duties
Prices are shown in US dollars, and any applicable sales tax is shown at checkout before you pay. The total at checkout is the total you pay — no customs charges, import fees or delivery surcharges are added afterwards.
10. Customer service
Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within 2 business days.
Email: support@heatgrove.com