HeatTrak Warranty & Return Policy
Terms and Conditions
HeatTrak reserves the right to add, delete and/or modify any of the terms and conditions contained in this document, at any time and in its sole discretion, by posting a change notice or a new agreement on the HeatTrak web site. If you have any questions, please contact us directly at 888.586.4904
Users might be asked to register on our website. User must agree to provide accurate, complete registration information.
HeatTrak reserves the right to change the rubber surface pattern only on our Snow & Ice Melting Mats without notice. This change only applies to the design pattern on the rubber’s surface and does not affect the chemical or physical properties of the rubber. All other components will not be changed, revised, or substituted without regulatory approvals.
HeatTrak will not be responsible for any orders placed for mats that are not compatible with a customer's electrical configurations. All electrical specifications for HeatTrak® products are published on our website and available on product specification documents. The customer bears full responsibility for reading and understanding these ratings before purchasing our products. Our customer service and sales teams are readily available to answer any questions regarding what system is right for you. Please take advantage of our experienced personnel so we can help you avoid any errors in the ordering process.
We try our best to get your order to you as quickly as possible. Our standard lead time is 5-7 business days, but often times we ship it even sooner. However, our factory is busiest as the winter season progresses and the weather gets colder. If we become backlogged with a high volume of orders we will post a message on our website explaining the increase in production time. Please be patient and understand the best way to avoid a delay is to place your order at the beginning of the season or as early as possible. Note, any delay due to shipping has to be addressed directly with the shipping company.
Lost or Stolen Packages
Heattrak will not be responsible for lost or stolen packages if the carrier (Fedex or UPS) confirms the items were delivered to the address on the order. If the tracking on your shipment shows the items were delivered, it will be your responsibility to file a claim with the carrier.
We stand by our products! All HeatTrak products come with a 2-year manufacturer's warranty from date of shipment. In the unlikely event your mat malfunctions please contact us immediately so we can determine disposition. HeatTrak has the right to repair or replace any potentially defective product. This warranty does not cover damage caused by improper use and care, incorrect installation, or other product abuse. Before replacing an item we thoroughly test and examine it. If we find the product was not used properly and in accordance with instructions it will not be covered under warranty. To view our warranty click here.
Return Policy for Products Purchased Directly from HeatTrak
We have a 30-day return policy. You have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase. Please visit the returns section on our website to begin the process. After your approved returned item is received, you’ll be automatically refunded on your original payment method minus shipping. Items sent back to us without first requesting a return will not be accepted.
If the item received is not in new condition, an additional 20% restocking fee will be deducted from the refund.
Custom Mats are not eligible for returns or refunds.
You can always contact us for any return question at firstname.lastname@example.org. To start a return, click here.
If your product is not functioning properly, please contact customer service at (888) 586-4904 ext 3.
Return Policy for Products Purchased from a Retailer other than HeatTrak
If you purchased one of our products from a retail or online establishment other than HeatTrak, please contact them directly. Our distributors have different return policies from us so we cannot process your return if you did not purchase directly from us.
If you have any questions about these terms please feel free to contact us directly at (888) 586-4904.
Effective August 25, 2020