FAQ

Orders & Payment

What payment methods do you accept?
We accept major credit cards, debit cards, and other secure payment options available at checkout.

Can I change or cancel my order after placing it?
We process orders quickly, so changes or cancellations are not guaranteed. Please contact us as soon as possible, and we’ll do our best to help.

How do I know if my order was placed successfully?
You will receive a confirmation email shortly after placing your order. If you don’t see it, check your spam/junk folder.

Shipping

Do you offer free shipping?
Yes! We offer free shipping on orders over $99.

How long does shipping take?
Orders are typically processed within 1–3 business days. Delivery times vary depending on your location and shipping method selected at checkout.

Do you ship internationally?
Shipping availability depends on your location. You’ll see all available options during checkout.

Returns & Refunds

What is your return policy?
We accept returns within 30 days of delivery, as long as items are unused and in original condition.

Do I have to pay for return shipping?
No, return shipping is free for eligible returns.

Is there a restocking fee?
Yes, a 20% restocking fee will be deducted from your refund.

Are there items that cannot be returned?
Yes, final sale items are not eligible for returns or exchanges.

How long does it take to receive my refund?
Once we receive and inspect your return, refunds are processed to your original payment method. It may take a few business days for your bank to post the refund.

Products

Are your products true to size?
We recommend checking our size guide (if available) for accurate measurements before purchasing.

Will items be restocked?
Some items may be restocked, but not all. If an item is out of stock, we recommend checking back later.

Support

How can I contact customer support?
You can reach out to us through our contact page or email info@thermaldirect.ca. We aim to respond within 1–2 business days.

What should I do if I receive a damaged or incorrect item?
Please contact us as soon as possible with your order details and photos, and we’ll make it right.

If you have any additional questions, feel free to reach out—we’re always happy to help!