Unfortunately, fragile items are sometimes damaged during shipping.
We ask that you report the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item and its packaging. If you fail to report damages in this time frame, we won’t be able to file a claim with the carrier which means we can’t accept responsibility for the damages!
Inspect your delivery immediately upon arrival, even if you have no intention of installing until later!
Once you notify us that your product was damaged, InfraredHeat.ca will file a claim with the shipper. Claims typically take 8-15 business days to process. Please do not discard the damaged product or the packaging. Typically, the shipper will be dispatched to pick the item up for inspection and processing. We’ll need your help in making it available for pickup on the scheduled date and time. Sometimes pictures of the damaged goods are requested by the shipper. This may include pictures of the box exterior, the box interior, the packing material and/or the damage to the panel itself.
In most cases, we are able to order a replacement panel at no cost to you as soon as the damaged one has been returned. A replacement at no charge is dependent upon a successful claim with the shipper. The outcome of the claim may result in a charge for the replacement item. Replacements are subject to availability.
InfraredHeat.ca is not responsible for reimbursement of any labour costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your panels have arrived and been inspected.