FAQ
We’ve put together some of the most common questions our customers ask. If you don’t find your answer here, please feel free to reach out to us at support@totalhomeheat.shop.
🛒 Orders & Products
Q: How do I place an order?
Simply browse our products, add the items you want to your cart, and proceed to checkout. Once your payment is confirmed, you’ll receive an order confirmation email.
Q: Do I need an account to order?
No, you can checkout as a guest. However, creating an account allows you to track orders more easily and save your details for future purchases.
Q: Can I cancel or change my order?
Orders can only be canceled or changed before they are processed. Please contact us immediately at support@totalhomeheat.shop if you need assistance.
🚚 Shipping & Delivery
Q: Where do you ship?
We currently ship within the United States.
Q: How much does shipping cost?
We offer free shipping on all orders.
Q: How long does delivery take?
Orders are processed within 1–2 business days, and delivery typically takes 3–4 business days after processing.
Q: How do I track my order?
Once your order is shipped, you’ll receive a tracking number via email so you can monitor your package.
↩️ Returns & Refunds
Q: What is your return policy?
We offer 30 days free returns. Items must be unused, in their original condition, and with original packaging.
Q: Do you offer refunds?
Yes, we have a 14-day money back guarantee. If you’re not satisfied within 14 days of delivery, you can request a full refund.
Q: How do I start a return or refund?
Contact us at support@totalhomeheat.shop with your order number and reason for return. We’ll guide you through the process.
Q: Who pays for return shipping?
Customers are responsible for return shipping unless the return is due to our mistake (e.g., wrong or damaged item).
💳 Payments
Q: What payment methods do you accept?
We accept payments via Shopify Payments, which includes Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay.
Q: Is my payment information secure?
Yes. All payments are processed securely through Shopify with PCI-DSS compliant encryption.
🛠️ Support
Q: How can I contact customer support?
You can reach us anytime at:
📧 support@totalhomeheat.shop
Q: What are your support hours?
Our customer support team is available 24/7.