Contact Us

Everything comes to support@heatember.com. A person reads every message and replies within 2 business days, Monday to Friday, 9:00 AM–5:00 PM ET. Most delays in getting an answer come from the first email missing one thing, so for each situation below we show what to send instead of what people usually send.

Send this, not that

You want to cancel. Not: "Please cancel my order." Send: your order number with CANCEL in the subject line, within 5 minutes of ordering. Orders go to the fulfillment center automatically, so this is the only window; the time your email arrives is what counts, and we confirm in writing. After 5 minutes, the order ships and you return it after delivery.

You're not sure the heater is right for your room. Not: "Is this a good heater?" Send: the model you're looking at, the room size in square feet, the ceiling height, and whether the room is insulated or drafty. We'll say whether that model is a match or which one is. Wattage is physics; the room is the variable.

Your order hasn't arrived. Not: "Where is my package?" Send: your order number. The first tracking scan can take 24 to 48 hours. If tracking hasn't moved for 10 business days, we open an investigation with the carrier the same day; if it shows delivered and you have nothing, check household members, neighbors and the building's package area, then email us within 3 business days of the delivery scan.

It arrived damaged, doesn't work, or something is missing. Not: "My heater is broken." Send: your order number, the model number from the rating label, what happens when you switch it on, and photos of the unit, the packaging and the shipping label, within 3 business days of delivery. Once confirmed, we send a replacement free of charge. Don't plug in a unit with a damaged housing, cord or plug.

You'd like to return it. Not: a package, mailed to our business address. Send: your order number and the items, within 30 days of delivery, and wait. You'll receive written approval and the address of our returns center in the United Kingdom within 2 business days. The unit goes back unused, complete and in its original packaging; return shipping is at your cost, and heaters are heavy, so the room question above exists to avoid this step. The refund reaches your original payment method within 7 business days of approval.

A charge looks wrong. Not: a dispute with your bank. Send: the date and amount, or your order number. We identify a charge within 2 business days, refund a duplicate once the statement lines show both have posted, and send a refund reference if a refund hasn't appeared after 10 business days. See our Payment Policy.

You want to know what we hold about you. Send: "Privacy request" in the subject line, from the email address you used with us.

Anything else. Press, partnerships, feedback: same address.

How to reach us

Email is the route we recommend: it reaches the person who can act on it, you get the answer in writing, and anything with a deadline is timestamped the moment it arrives. Emails received outside customer service hours are answered on the next business days, in the order they came in.

Business information

We're an online store. The Lakeland address is the company's business address, not a showroom and not a returns address: there's nothing to visit, and a return sent there can't be processed. The returns center address is sent to you with the written approval of your return.