We want to reassure our customers that in light of the ongoing global situation, Heat will continue to accept and process orders for the foreseeable future.
We are monitoring daily developments closely and complying with the safety guidelines provided by The World Health Organization (WHO) and public health officials. We promise to update all our customers on any further developments, but for the time being, we feel it is our responsibility to share our current protocols.
Has Coronavirus (COVID-19) impacted processing time?
Yes. We are diverting as much personnel as safely possible to dispatch your Boxes, and we are currently looking at 5-7 working days for estimated dispatch time.
The wellbeing of our customers and employees remains our utmost priority. We have implemented all the necessary safety regulations set by WHO and accordingly minimised the number of helpers in our fulfilment centres; as a result, some orders are subjected to minor processing delays. These measures will be amended if the situation changes.
Are you still shipping to my country?
Yes. At present, we continue to deliver to most countries although additional delays are expected in certain areas depending on your country’s regulations. DHL, our trusted shipping partners, are operating on a business as usual basis although they have implemented safety measures which may contribute to the additional wait time.
Due to regulations, we are currently unable to ship to India, Russia and New Zealand. We ask our customers to kindly take note of your local restrictions and keep them in mind when placing an order, we will continue to amend this list should any further changes ensue.
We would also recommend visiting https://www.dhl.com/global-en/home/global-news-alerts/global-messages/coronavirus.html should you have any more queries relating to DHL’s current shipping procedure.
How do I return my Heat Box if I can’t visit the post office?
We understand that you may not be able to visit the post-office as a result of your local public health regulations. Most couriers offer a collection service, and we kindly ask you to contact your local delivery service to arrange a collection. For customers based in the UK, we would recommend using Parcel2Go.
On behalf of the Heat Team, we hope you and your loved ones continue to stay safe and healthy as we navigate these challenging times together.