Shipping policy

SHIPPING POLICY

Last updated: October 2026

Thank you for shopping at HeatKeeper. Please read this policy to learn how and when we ship your order.

1. ORDER PROCESSING
Orders are processed within 1–3 business days after payment is confirmed. Orders placed on weekends or public holidays are processed on the next business day. You will receive a confirmation email once your order has been placed and a second email with tracking information as soon as it ships.

2. SHIPPING DESTINATIONS
We currently ship worldwide. If your country is not listed at checkout, we are unable to ship there at the moment.

3. DELIVERY TIMES
Estimated delivery time after dispatch:
- Germany: 5–8 business days
- Other EU countries: 5–8 business days
- Other regions: 5-8 business days

Please note that these are estimates and not guaranteed delivery dates. Delays can occur due to customs, weather, high order volumes, or carrier issues.

4. SHIPPING COSTS
Shipping costs are calculated at checkout based on your location and order. Any applicable taxes are shown before you complete your purchase.

5. TRACKING
Every order includes a tracking number. Tracking may take 2–5 business days to show updates after dispatch. You can track your parcel using the link in your shipping confirmation email.

6. CUSTOMS, DUTIES AND TAXES
For deliveries within the EU, VAT is included in the price [or: is shown at checkout]. If your order is shipped from outside the EU, import duties or customs fees may apply and are the responsibility of the customer, unless stated otherwise at checkout.

7. MULTIPLE PACKAGES
Items in one order may ship separately from different warehouses and can arrive on different days. You will not be charged extra shipping for this.

8. INCORRECT ADDRESS
Please make sure your shipping address is correct. We are not responsible for orders delivered to an incorrect address provided by the customer. If you notice a mistake, contact us as soon as possible at [your email address].

9. LOST, DELAYED OR DAMAGED PARCELS
If your parcel has not arrived within 30 days after dispatch, or if it arrives damaged, please contact us at id.company@gmx.de with your order number and, if applicable, photos of the damage. We will work with the carrier to find a solution, such as a replacement or refund.

10. CONTACT
Questions about your order? Email us at id.company@gmx.de. We reply within 1–2 business days.