Order: All orders will be shipped from Surrey, BC, Canada. You will receive a shipping confirmation and tracking number once your shipment is picked up by the carrier. USA & Canada shipments will be carried by Canada Post and USPS unless otherwise specified by customer.

Shipment Receiving:  Once seller releases the shipment to the courier and provides tracking number, buyer (consignee) is responsible for contacting the courier in case of order delivery schedule, re-schedule, redirection, hold for pickup, shipment delay, and/or having shipping damage. If the buyer needs assistance for a shipping damage claim, the buyer needs to receive the package first and contact the seller by email within 7 days. It is the buyer’s responsibility to provide a photograph of the damaged package and/or item receiving condition.

Commercial Shipment: We can arrange commercial shipment via low rate commercial Ground Truck shipping service within North American. We suggest contact us for large order shipping rate. We can directly arrange an over-sea shipment from our manufacturer for larger orders.

Shipment Return: Buyer is fully responsible to provide correct delivery address. Any requested changes to address from the buyer after checkout or shipment pick up will not be considered as valid. Planar Heaters is not liable for any delay, losses and/or damage of items due to changes of delivery address after checkout or shipment pick up, or mistakes made by the buyer. For the unsuccessful delivery, there are three (3) delivery attempts that will be made before it is returned to the shipper. The customer is responsible to contact the shipper and follow up on the delivery schedule. All returns due to the customer’s mistake will be held in our warehouse until the customer re-schedules delivery. All associated shipping and handling charges will be charged from the customer.

Shipping Insurance & Claim: Our shipping rate will include the full product value insurance. If packages are damaged, insurance will cover the product replacement or repair. Damage must be reported to us within 5 days from the day of delivery. If the packing box or product is significantly damaged, photographs must be emailed along with a claim.