Shipping Policy

Order: All orders will be shipped from Surrey, BC, Canada. You will receive shipping confirmation and tracking number once your shipment is picked up by 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 buyer needs assistance for shipping damage claim, buyer needs to receive the package first and contact seller by email within 7 days. It is buyer’s responsibility to provide the 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 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 buyer. For the unsuccessful delivery, there are three (3) delivery attempts will be made before it is returned to the shipper. Customer is responsible to contact the shipper and follow up delivery schedule. All returns due to customer’s mistake will be held in our warehouse until customer re-schedule delivery. All associated shipping and handling charges will be charged from 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.