The below information is intended for web customers only. If you are a Sales Representative, Trading Partner, Retailer, Distributor, or Dealer, please contact your assigned Customer Service Representative. For HeatStar® by Enerco or HeatStar AG™, call 1(866) 447-2194 and follow the prompts for Customer Service. For Enerco or Enerco Technical Products, call 1(888) 849-1899 and follow the prompts for Customer Service.
We understand that when you place your order, you’d like to receive it as quickly as possible and we do our best to make that happen. Orders placed on the Heatstarbyenerco or HeatStar AG™ websites (referred to as HeatStar® for the remaining) are typically processed within 1-2 business days. Business days are Monday – Friday; Holidays, Saturday, and Sunday are not included in shipping days. We are a manufacturer with standard 8 hour business days. Holidays are notated on the Contact Us page usually a week or two before the planned closure of our facility.
HeatStar® only ships from our warehouse in Bedford Heights, Ohio via FedEx Ground or FedEx Home Delivery. The majority of orders arrive within 4-10 business days depending on processing and distance.
Currently we only offer FedEx as a carrier as they provide the best discount for freight which we have reflected in your cost. Shipping via another method would be more expensive and we want to provide the most cost effective option for our customers. Shipping costs are based on the weight of the item(s) and distance from our warehouse per a FedEx calculation.
A shipping confirmation email with tracking number(s) will typically be sent within 24 hours of your order shipping. Our goal is to ship all orders complete; we do not ship partial and we do not back order. For example, if you place an order on Monday, it should be processed no later than Wednesday which means you should receive tracking information by Thursday evening. If you do not receive tracking, please feel free to contact us either via the Contact Us page on Heatstarbyenerco.com or Heatstarag.com or via phone at 1(866) 447-2194 and follow the prompts for Technical Service.
A P.O. Box is valid for billing information only. We are unable to process orders with a P.O. Box as a Shipping Address. Please provide a valid street address for your Shipping Address. We appreciate your consideration.
After you place your order, if you realize there is an error in the shipping address, please call us as soon as possible at 1(866) 447-2194 and follow the prompts for Technical Service. If the order has been shipped and is in transit, we will contact the carrier to attempt to make corrections to try to ensure you receive your order. Because of the speed of shipping, we cannot guarantee these changes will be made in time but we will make our best efforts.
Once an order has been placed online, due to the speed our warehouse ships orders, it is not possible to make changes after 5PM EST on the same day the order has been placed. If your order cannot be canceled, DO NOT refuse the shipment. Any returned packages without a Return Authorization will be not be credited. Please read the Return Policy and follow the Returns Process to be issued a Return Authorization number to be included with your Return.
FedEx Ground packages will be left at your door and do not require a signature. We cannot accommodate any other requests. If you live in a gated community or an area with restricted access, please contact us with any questions either via the Contact Us form online, the chat function online, or a phone call to 1(866) 447-2194 and follow the prompts for Technical Service.
Our warehouse does its best to ship all website orders within 1-2 business days of the order being placed. If delays do happen, this would most likely be the result of weather causing carriers delays. But since we are a manufacturer, once a year in the spring (usually April) we close our facilities to conduct inventory which results in a week of no shipping. Notifications will be posted on the web page as soon as the dates are confirmed so you are aware of the window. Orders placed will be held and shipped as soon as possible once inventory is complete.
If an order arrives visibly damaged, please contact HeatStar® Technical Service immediately. Claims are handled by the shipping carrier but HeatStar® will assist you with these claims to the best of our ability. Please keep all original shipping containers. If possible, please take images of the damage to be emailed to a HeatStar® Technical Service Representative to assist in the resolution of your claim. Contact may be initiated either via the Contact Us form online, the chat function online, or a phone call to 1(866) 447-2194 and follow the prompts for Technical Service.