Shipping policy

Thermal Bros Shipping, Delivery, Returns & Refund Policy

Last updated: September 24, 2026

At Thermal Bros, we want you to feel confident before, during, and after your purchase. This policy explains how we handle order review, shipping, delivery, optional shipping protection, returns, damaged or incorrect items, refunds, exchanges, and warranty-related concerns.

If you are unsure whether a product is right for you, contact us before ordering. We would rather help you choose the right equipment the first time than push you into a purchase that does not fit your needs.

Email: info@thermalbros.com
Phone: 866-464-4461

Policy at a Glance

Eligible returns must be requested within 14 days of delivery.
Items must be in new or like-new condition and include all original packaging, accessories, and documentation.
A restocking fee of up to 15% may apply to non-defective returns.
Defective, damaged, or incorrect items must be reported within 48 hours of delivery.
All orders require a signature upon delivery.
Optional shipping protection may be purchased at checkout.
Approved refunds are issued to the original payment method, generally within 5–10 business days after inspection.

The summary above is provided for convenience. The complete terms below govern.

1. Scope of This Policy

This policy applies to standard product orders placed directly with Thermal Bros through thermalbros.com or another Thermal Bros-authorized sales channel.

Some purchases—including rentals, trade-ins, consignments, layaway orders, preorders, deposits, special orders, used or demo products, final-sale items, government or commercial orders, and promotional programs—may have additional terms disclosed on the applicable product page, program page, quote, invoice, purchase order, or written agreement. If a specific written term conflicts with this general policy, the more specific term controls for that transaction.

2. Order Acceptance, Availability & Verification

An order confirmation acknowledges that we received your order; it does not guarantee acceptance, availability, or shipment. All orders remain subject to product availability, payment authorization, fraud screening, compliance review, and final acceptance by Thermal Bros.

We may contact you to confirm billing information, shipping information, identity, payment authorization, intended destination, or other order details. An order may be held, limited, refused, or canceled when necessary because of suspected fraud, payment issues, pricing or listing errors, inventory discrepancies, manufacturer restrictions, export or compliance concerns, or other circumstances that prevent us from completing the transaction as submitted.

If Thermal Bros cancels an order after payment has been collected, we will issue the appropriate refund to the original payment method.

3. Pricing, Product Information & Inventory

We work to keep product descriptions, specifications, images, pricing, included accessories, and availability accurate. Manufacturers may revise products, packaging, specifications, or included accessories without notice, and occasional errors may occur.

Thermal Bros reserves the right to correct an error, update information, limit quantities, or cancel an affected order. If an order is canceled because of our error, any amount collected for the canceled item will be refunded to the original payment method.

4. Order Processing & Estimated Delivery

Processing and delivery timeframes displayed on our website, product pages, checkout, quotes, or order communications are estimates unless Thermal Bros expressly guarantees a date in writing. Estimated timeframes may change because of inventory availability, payment review, order verification, manufacturer delays, carrier delays, severe weather, holidays, supply-chain disruptions, regulatory review, or other circumstances outside our reasonable control.

Preorder, backorder, special-order, deposit, and made-to-order products may follow separate estimated timelines shown on the product page or communicated at the time of purchase.

5. Shipping Address & Order Changes

You are responsible for providing a complete and accurate billing address, shipping address, email address, and phone number. Review your confirmation immediately and contact us as soon as possible if anything is incorrect.

We cannot guarantee that an address, product, or order can be changed or canceled after an order enters processing or is transferred to a carrier. For security reasons, we may require additional verification before approving an address change, particularly on high-value orders. Additional carrier charges caused by an incorrect or incomplete address may be the customer's responsibility.

6. Shipping Methods, Tracking & Carrier Delays

Available shipping methods and charges are shown at checkout when applicable. When tracking is available, it will be sent to the email address or phone number associated with the order.

Tracking activity may not appear immediately after a label is created. Carrier scans, routing, delivery estimates, and service interruptions are controlled by the carrier. Thermal Bros will assist with a carrier inquiry when appropriate, but we cannot guarantee a carrier's delivery date or prevent delays after the shipment enters the carrier's network.

7. Signature Requirement & Secure Delivery

All orders require a signature upon delivery to help protect high-value shipments and confirm receipt. Someone who is authorized to accept the package must be available at the delivery address.

When the carrier records delivery with a confirmed signature, the order is considered successfully delivered. Responsibility for securing the package transfers to the customer at that time. Customers are responsible for monitoring tracking, arranging for an authorized recipient, and providing a secure delivery location.

If tracking shows a signed delivery but you cannot locate the package, contact us promptly so we can review the carrier's delivery record with you.

8. Optional Shipping Protection

Optional shipping protection may be offered for purchase at checkout. This optional protection is separate from the shipping charge and applies according to the coverage and claim requirements associated with that protection.

If Optional Shipping Protection Is Purchased

Your order is covered under the optional protection for eligible loss, theft, or damage during shipping. If an eligible issue occurs, contact us promptly with your order number, tracking information, photographs when applicable, and any other requested documentation.

Depending on the circumstances, available coverage, carrier findings, and claim eligibility, the resolution may include repair, replacement, or refund. A claim must be reviewed before a resolution is approved.

If Optional Shipping Protection Is Declined

If you decline optional shipping protection at checkout, your order will not be covered under that optional protection for loss or damage during shipping.

Thermal Bros will still assist with carrier investigations and provide available shipment documentation. However, a replacement, repair, or refund is not guaranteed when optional protection was declined. Any available resolution will depend on the facts of the shipment, carrier verification, delivery records, and claim eligibility.

9. Lost, Missing or Delayed Shipments

If tracking stops updating, the package appears lost, or delivery is significantly delayed, contact info@thermalbros.com promptly. Include your order number and tracking number.

We may ask the carrier to open an investigation or trace. Carrier investigations take time and may require information or cooperation from the recipient. Please respond promptly to requests for statements, photographs, proof of non-receipt, police reports, or other documentation when required by the carrier or protection provider.

Thermal Bros will communicate available next steps after reviewing the tracking record, delivery confirmation, carrier findings, and applicable protection.

10. Packages Marked Delivered

If a package is marked delivered, first check the delivery location, household members, neighbors, building staff, and any carrier notice. Then contact the carrier and Thermal Bros promptly if the package remains missing.

A carrier record showing delivery with a confirmed signature is treated as proof of successful delivery. Claims involving a package marked delivered may require additional documentation and will be evaluated using the carrier's delivery record and the applicable shipping-protection terms.

11. Shipping Damage

Inspect the shipping carton and product as soon as the order arrives. If the package or product appears damaged:

Contact us within 48 hours of delivery.
Keep the product, shipping carton, packing materials, labels, accessories, and documentation.
Send clear photographs of the outer carton, shipping label, packaging, product, and damaged area.
Do not discard packaging or return the item until Thermal Bros provides instructions.

Failure to retain the packaging or provide timely documentation may affect our ability to pursue a carrier or protection claim.

12. Return Window

Eligible returns are accepted within 14 days of delivery. You must contact us within that period to request return authorization. Returns requested after 14 days may not be accepted.

Receiving return instructions does not guarantee a refund. The item must be received and inspected before final return eligibility and the refund amount are determined.

13. Return Eligibility & Condition Requirements

Unless the item arrived defective, damaged, or incorrect, an eligible return must:

Be in new or like-new condition.
Show no signs of field use, mounting, installation, modification, misuse, damage, excessive handling, or wear.
Include the original box, inserts, manuals, documentation, accessories, cables, batteries, mounts, tools, protective materials, and promotional items supplied with the product.
Include any serial-numbered components that match the original order.
Be packaged securely for return transportation.

Products returned with wear, damage, missing components, altered or removed serial numbers, incomplete packaging, or other loss in value may be refused or may receive a reduced refund.

14. Non-Returnable & Final-Sale Items

Items identified as final sale on the product page, invoice, quote, or written agreement are not eligible for return. Other transaction-specific restrictions disclosed before purchase also apply.

Used, demo, refurbished, preorder, deposit, special-order, clearance, rental, trade-in, consignment, layaway, customized, or promotional items may be subject to separate terms. Review the applicable product or program terms before purchasing.

15. How to Request a Return

Email info@thermalbros.com before sending anything back. Include:

Your name and order number.
The product you wish to return.
The reason for the return.
Photographs and a description if the item is defective, damaged, or incorrect.

We will review the request and provide return instructions when appropriate. Unauthorized returns, refused deliveries, or items sent to an incorrect address may be delayed, refused, or subject to additional shipping and handling costs.

16. Return Shipping & Packaging

For an eligible non-defective return, the customer is responsible for return shipping costs. We strongly recommend using a trackable service, adequate insurance, careful packaging, and signature confirmation because the customer is responsible for the item until Thermal Bros receives it.

Do not place shipping labels directly on the manufacturer's retail box. Place the retail box inside a separate shipping carton with adequate protective material. Damage caused by inadequate return packaging may reduce or eliminate the refund.

If the return is required because Thermal Bros sent an incorrect item or the item arrived defective or damaged, we will provide or reimburse return shipping when applicable and in accordance with our instructions.

17. Inspection, Restocking Fees & Deductions

Every returned item is inspected before a refund is approved. For a non-defective return, a restocking fee of up to 15% may apply based on the product's condition, packaging, completeness, handling, and loss in value.

Additional deductions may apply for missing accessories, missing packaging, damage, modification, wear, inadequate packaging, or other conditions that reduce the item's resale value. A return that materially fails to meet this policy may be refused.

We will communicate applicable fees or deductions before completing the return.

18. Defective, Damaged or Incorrect Items

If an item arrives defective, damaged, or different from what you ordered, contact us within 48 hours of delivery. Provide your order number, photographs, and a clear description of the issue.

After reviewing the information, Thermal Bros will provide the appropriate next steps. For a verified issue covered by this section, we will work to resolve it at no cost to you, including return shipping when applicable. Depending on the circumstances, the resolution may involve troubleshooting, manufacturer support, repair, replacement, or refund.

Please do not ship an item to Thermal Bros or a manufacturer until you receive instructions.

19. Manufacturer Warranties & Issues After the Return Window

Many products sold by Thermal Bros include a manufacturer's warranty. Warranty coverage, duration, registration requirements, exclusions, and available remedies are determined by the manufacturer.

After the 14-day return window, product defects or performance issues generally must be handled through the applicable manufacturer warranty. Thermal Bros will help you identify the correct support channel and provide reasonable assistance, but the manufacturer makes the final warranty determination and may require troubleshooting, inspection, repair, or direct return of the product.

Damage caused by misuse, improper installation, modification, accidents, neglect, unauthorized repair, failure to follow instructions, or normal wear may not be covered by a manufacturer warranty.

20. Exchanges

We do not offer direct exchanges. If you need a different product, place a new order and request a return of the original item under this policy. The original return and the new purchase are separate transactions.

21. Refunds

Approved refunds are issued to the original payment method. Refund processing generally takes 5–10 business days after the returned item is received and inspected. Your bank or payment provider may require additional time to post the credit.

Unless the return is due to our error or a verified issue covered above:

Original shipping charges are non-refundable.
Return shipping costs are the customer's responsibility.
Applicable restocking fees and deductions will be subtracted from the refund.
Payment processing fees may not be refundable.

Refunds are not issued before the required review, return, inspection, or claim process is completed.

22. Order Cancellations & Refused Deliveries

Contact us immediately if you need to request cancellation. We will try to help, but cancellation is not guaranteed after an order enters processing, has been ordered from a supplier, or has shipped. Any separate cancellation policy, preorder term, deposit term, special-order term, quote, or written agreement associated with the purchase also applies.

Refusing delivery does not automatically cancel an order or create an approved return. Refused, undeliverable, or unclaimed packages may be subject to outbound shipping, return shipping, carrier charges, restocking fees, or other deductions where applicable.

23. Promotions, Bundles & Gifts

If a returned purchase included a free item, promotional product, bundle discount, rebate, or other purchase-based benefit, all included items may need to be returned. If an included item is kept, missing, used, or ineligible for return, its value or the lost promotional discount may be deducted from the refund.

Promotion-specific terms disclosed with an offer also apply.

24. Policy Updates & Conflicts

Thermal Bros may update this policy by posting a revised version and updated date. The policy and transaction-specific terms in effect when an order is placed generally apply to that order.

If this policy conflicts with a product-specific disclosure, program term, quote, invoice, purchase order, or written agreement accepted for a particular transaction, the more specific accepted term controls for that transaction.

25. Contact Thermal Bros

Questions about shipping, delivery, returns, product selection, or an existing order are welcome.

Email: info@thermalbros.com
Phone: 866-464-4461
Website: thermalbros.com