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.

Product Material

HeatTrak reserves the right to change the rubber surface pattern only on our Snow-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.

Electrical Configurations

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 bares 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.

Processing Time

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. Please remember: 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

If you placed your order through us directly (distributors included), this information is for you. *Before returning any product contact us for a determination and return authorization.

Unused Items:

All standard unused items are returnable within 30 days of receipt and subject to a 15% restocking fee. Your purchase must be returned in saleable condition with your receipt or packing slip and Return Authorization number. To obtain a Return Authorization number, see instructions below. All shipping costs are the responsibility of the customer. This includes initial order shipping and return shipping. Once returned to HeatTrak, your items will be inspected to determine if they are unused. If they are unused, a refund check for the item, less 15% restocking fee, will be issued to you.

Used or Custom Items:

No returns or refunds will be issued for used or customized items.

Defective Products:

If your mat becomes defective within 2 years of the shipping date, the item will be repaired.  If the item is not repairable, the item will be replaced under the HeatTrak Warranty Policy. No refunds will be given for defective mats.

If you would like to return your HeatTrak® purchase, please make sure to follow these steps:

  1. E-mail returns@heattrak.com with this required information:

    - Order number
    - Items you are returning
    - Reason for your return
    The more additional information you provide us with (phone number, shipping address, date of your purchase, etc.), the faster we will be able to process your paperwork.

  2. You will receive a confirmation e-mail from us containing your Return Authorization number.

  3. Once you receive your Return Authorization number make sure to record it on your receipt or packing slip and send it back to us with your product. You may want to keep a copy for your records as well.

  4. Ship and label returns to:

    HeatTrak Returns
    3645 Clearview Parkway
    Atlanta, GA 30340

Please follow the above steps to ensure a smooth and efficient return process.

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 January 1, 2015