Shipping and returns
UTK’s Return Policy
We stand behind our products. At UTK, all purchases are covered by our Product Return Policy as followed:
1. If within 30 days, products have become defective or Dead On Arrival (DOA), you may return the product to us and we will gladly replace, exchange or refund (less shipping) the money to you.
2. For products that are not satisfactory and are not defective or DOA, you can return to us within 30 days with the return shipping label at buyer / customer’s own expense.
Our Customer Support team will be happy to assist you at any time if you have questions or need to return a product. Email us: firstname.lastname@example.org
How do I Return an Item?
Please contact us before returning your product. All returns and exchanges must be arranged with a Customer Service Representative within 30 days after delivery.
Please follow these 3 steps:
1. Send an email to email@example.com with your intent to return and your reason.
2. After receiving a reply with acknowledgement of the return, please ship it to:
UTK’s US Return Address:
1900 Sumac Dr. Flower Mound, TX 75028, USA
3. Please email us to inform and provide the Tracking Number with our Customer Service department once the item has been returned.Once the tracking confirms the delivery, we will process your refund immediately. Refund delays may happen if tracking numbers are not provided.
Ship via insured parcel post, or another traceable method. This is in your best interest as we cannot be responsible for items lost in transit.
All products must be returned in the original carton in which it was received by the customer including packaging, documentation, and manual.
Please do not tape or write anything on the item or package. We reserve the right to refuse any such returns.
Merchandise returned in damaged condition (excluding factory defects) will be returned to the buyer.
If you product stops working the way it used to, it is most likely due to the controller. We will send you a new replacement controller free of charge. Simply send an email to firstname.lastname@example.org with a copy of your order) email forward or screenshot of your invoice, regardless of where you bought it), product model, and preferably a picture of your controller on both sides. Once we get that information from you, we will take care of the problem immediately. If a new controller does not solve your issue, we will send you a brand new pad. These exchanges will be at our cost in the continental USA only (Alaska, Hawaii and other countries must pay for all associated shipping costs).
What are the Shipping Methods?
All orders placed before 1 pm PST, Monday through Friday will be PROCESSED the same business day. Any orders placed after 1 pm PST and on a weekend will be processed the following business day.
Occasionally items ordered together may be shipped separately. ‘Out of Stock Item’ is any item that is currently out of stock but will be shipped as soon as it is available. You are not charged additional shipping for back ordered items. If there will be a delay of 2 weeks or longer, we will notify you via email.
We ship the parcel with DHL or UPS or USPS to keep fast shipping to you。
Delivery to Canada takes 5 to 10 business days
Delivery to US takes 3 to 8 business days
Delivery to some addresses(APO, Hawaii, Alaska and Puerto Rico) takes 2 to 4 weeks
For International shipment, please contact us first: email@example.com
After the parcel is shipped, you will receive an email notification with a confirmation number.
UTK is NOT responsible for tracking of the package status once the tracking number has been provided. We are not able to contact the courier for you for any courier issues that may arise including, but not limited to: late shipment or lost package. It will be the responsibility of the courier as they are the one processing and delivering your package. Please contact the courier for updates using the tracking number provided to you for any shipping issues.
Although we produce extremely durable products, with the lowest defect rate in the industry, we still provide hassle-free warranty coverage.
If a product is defective, and the defects do not include physical damage caused by incorrect or negligent usage, within 365 days of receipt of the product, you may obtain a free replacement from UTK. To do so, you must contact us (firstname.lastname@example.org) and explain the problem in detail. Most problems with our products are related to incorrect usage and can be resolved with the right suggestion or explanation. If the product appears to have a manufacturing defect, we will ask you to ship it back to us for a free replacement. All UTK products or accessories with manufacturing defects will be replaced for free. Unlike other companies, we do not charge a restocking fee. If the product you return to us does not appear to be defective or has clearly been damaged by the user, we will ship it back to you at your expense.
30-Day Risk-Free Trial
With your purchase of a UTK Heating Pad, you will enjoy a 30-Day risk-free trial. If you are not completely satisfied with your purchase for any reason you can send it back for a refund of the price of the product. If you think you may return your pad during your trial period, please use it with care and always cover it with a towel or blanket. The unit must be in good condition, without smell, stains, or damage.
You can instantly extend your product’s warranty from 30 to 365 days by doing ONE of the following:
Take a picture or make a video of our product while you are using it. (Please be advised that these images may be used by UTK on its website or in other promotional materials. Your sending us this picture or video constitutes consent to such use.)
Review the UTK far-infrared heating pad, describing your experience with it and how it has helped you. You may either send your review to email@example.com or submit it directly on the product page.
Like us or share our site on Facebook, Google +, or Twitter. You must send us a link to your profile for the social media used.
Recommend our products to friends or family and have them mention your name when they purchase a UTK far-infrared Heating Pad.
After you have done one or more of the above, e-mail us with sufficient information to enable us to register your extended warranty.
Optional Five-Year Warranty
For the UTK far-infrared Heating Pad, we also offer an optional five-year extended warranty, for an additional 35% of the item’s retail price. If you experience a problem with your product at any time during these five years, we will send you a new one as a replacement. The replacement may be the same model or a newer one.
We don’t recommend you to buy extended warranty. Usually, if nothing happened with the unit within first year: the chances are – nothing will happened within decade with correct use.
If you are still interested in purchasing this extended warranty, please contact us by e-mail at firstname.lastname@example.org
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