FAQs

Customer Service

How do I contact you?

You may contact us through our contact form, by emailing us at info@chaheati.com, or by calling us toll-free at (920) 543-HEAT or (920) 543-4328.

At what times can I call your customer service department?

Our customer service hours are from 8 a.m. until 5 p.m. CDT (Central Daylight Time), Monday through Friday.


Security

Is my information and transaction secure?

At Chaheati, we are committed to ensuring the security of you information. We use the industry standard Secure Sockets Layer (SSL) software for protecting your online commerce transactions. SSL software allows a secure server to communicate with your browser. The secure server and your browser create a unique shared “key” that only the two computers on either end of the transmission can use to scramble and unscramble information. This key is only good for this one session, and during transmission, the information is scrambled and completely unreadable. When you leave the secure server, the key that was created will become useless. When you return to the secure server, the whole process will begin again creating a new unique key. By using SSL, your personal information including your credit card, phone number, name, and address are encrypted so that it cannot be read as the information travels over the Internet.

How can I verify this security on my computer?

Once you enter the checkout page, your computer will begin to communicate with our server in secure mode. You can verify that you are in secure mode by noting the following:

– The initial characters in the web address “http” will be replaced with “https.”
– Depending on your browser, you will see either a padlock or a solid key in the lower-right or lower-left section of your browser window.

Does Chaheati sell or share my personal information?

We respect your privacy and will not under any circumstances sell, rent, or share your information with anyone.

Do you use cookies?

We only use cookies for the purpose of tracking what is in your shopping cart.


Ordering

How do I place an order?

Online:
Find a product you want and, if applicable, select the desired color.
Then click “Add to Cart”
From your shopping cart, make any changes to the order, apply a promotional code, or click “Continue Shopping” to be taken back to our store. To check out, click “Check Out with Paypal” to continue to the PayPal payment system.
Follow the on-screen instructions, entering your contact, billing, and shipping information. Afterwards you’ll have an opportunity to review and confirm your order before submitting it.
Once the information is confirmed, click “Confirm” to purchase your Chaheati product.

Phone:
You may also order over the phone by calling us toll-free at (920) 543-HEAT or (920) 543-4328.

What type of payments do you accept?

Chaheati currently uses PayPal as its payment gateway. You may use any major credit card on PayPal without requiring an account. If you already have a PayPal account, another option is to pay directly from your bank account.

Can I place an order by phone?

You may order over the phone by calling us toll-free at (920) 543-HEAT or (920) 543-4328.

Where do I enter a coupon code?

Coupon codes may be entered when viewing your shopping cart. Enter your coupon code into the field next to your total, and then click “Apply Coupon.”

What is the difference between a billing address and a shipping address?

The billing address is the address associated with your credit card – it is used to verify your credit card information. Your billing address is where you receive your bank statement for the credit card. The billing address must match the address that your credit card company has on file. The shipping address is where you want your items delivered. This can be the same as your billing address, or it can be different.

Can I order special items?

Chaheati may produce a special item for a customer if the order meets a minimum quantity requirement. Please contact our customer service department to learn more.

Do you charge sales tax?

We are required by law to charge sales tax for purchases made within Illinois. If you live outside of Illinois, then you will not be charged sales tax.

When will PayPal or my credit card be charged?

Your PayPal account or credit card will be charged when the order is submitted. Your order will not be shipped until your PayPal transaction has cleared.


Your Order

How do I track my order?

We currently do not have the ability to allow you to track your order online. Please contact customer service by sending us an email at info@chaheati.com or call us toll-free at (920) 543-HEAT or (920) 543-4328.

How do I change or cancel my order?

Once an order is submitted, it can only be changed or cancelled by calling customer service toll-free at (920) 543-HEAT or (920) 543-4328. Once an order has been shipped, it cannot be changed or cancelled.

When will PayPal or my credit card be charged?

Your PayPal account or credit card will be charged when the order is submitted. Your order will not be shipped until your PayPal transaction has cleared.

Why didn’t I receive an email confirmation after ordering?

Confirmation emails usually arrive shortly after ordering. If you do not receive a confirmation email, please email us at info@chaheati.com or call us toll-free at (920) 543-HEAT or (920) 543-4328.

How do I view my order status?

We currently do not have the functionality available to allow you to view the status of your order. If you have a question with regards to your order, please email us at info@chaheati.com or call us toll-free at (920) 543-HEAT or (920) 543-4328.


Shipping

How do I exchange an item I purchased for a different color?

Exchanges:

Don’t like the color? No problem! Send it back to us for an exchange. We’ll contact you with regards to the shipping cost of the exchanged item.

To exchange merchandise, please include reason for exchanging and your contact information.

Please ship via the shipment method of your choice to:
Chaheati Co.
Attn: EXCHANGE
110 N Ferkel St.
Columbia, IL 62236
Important:

Please note that we are not responsible for packages lost in transit or return shipping costs. We highly recommend adding insurance and tracking information to your package through a carrier such as UPS.

Please allow 5 to 10 business days for us to receive and process your return or exchange. Adjustments to PayPal and credit cards will be made within two billing cycles.

Do you ship internationally?

At this time, we only ship to the United States .   If you are interested in ordering Chaheati outside of the U.S., please let us know here.

Can I use a different carrier than the one listed?

At this time, we are limited to shipping all orders via UPS.

Which carriers do you use?

We use UPS for all shipping.

When will my order arrive?

If you have not received your order within 10 business days of ordering, please contact our customer service at info@chaheati.com or call us toll-free at (920) 543-HEAT or (920) 543-4328.

What are your shipping rates?

We charge a flat shipping and handling fee for the first item. Each additional like item incurs an additional flat shipping cost. To determine the shipping costs, simply add the item(s) you would like to purchase to your cart. When viewing your cart, select the “Shipping Method” for UPS Ground US or Canada, and proceed to checkout.

What is your shipping policy?

Shipping is only available to the US and Canada. IMPORTANT: Canadian residents will need to pay a $10 brokerage fee and you will receive an email from Chaheati after purchase with directions.