Shipping and Returns

How Long does it take to process my order and when will my order ship?

We do our best to maintain stock of our product at all times, so the processing time is usually no more than 5 days. If we foresee a possibility of a delay due to the size of an order we may need additional time for processing. Still usually no more than 5 days even in this circumstance. We will contact you promptly and let you know when we can ship to keep your project moving forward. Call or email to get a quote and delivery schedule if your timing is critical.

Products ship via Freight due to the palletized packaging and weight. Email for shipping quotes prior to placing your order. We do not ship outside the continental U.S.

How do I return an item?

We understand that things can change, and we offer a liberal Return Policy to accommodate you whenever practical. When you purchase HeatPly underlayment panels from, we want you to be 100% satisfied. If you find that you must return an item, we try to make the return processing as easy for you as possible.

You have 30 days to request a return or exchange.

Return order Shipping Charge:
HeatPly offers free domestic shipping on most orders which is a cost incurred by These orders are typically shipped via freight and are of significant cost to HeatPly /

For merchandise returns in which the customer received free shipping, this initial shipping amount will be deducted from the customers refunded amount due back to the customer.

Return order Restocking Charge:
There is no restocking fee for most items, but for HeatPly underlayment panels we may charge a Re-Stocking charge of 7% to 10%, to cover our costs. Not a minimum of 10% or 15% like other companies.

We ask that you contact us via email, phone or fax to request a Return Material Authorization (RMA) number BEFORE shipping anything back to us. A copy of your invoice should accompany all returns. Information contained on the invoice will be necessary to process the return or refund. Please have the invoice ready when you call or write us.

You must ship the item back to us at your expense. We recommend using a carrier with tracking capabilities and insuring your package. Write your RMA # on the outside of the package. We will process your return within 48 hours of receipt at our office. Merchandise must be returned in unused, like-new condition.

We will exchange or issue credit promptly for your return once it arrives at our warehouse in original condition. We cannot take back products that are dirty from job site use or that have been altered, cut or damaged in any way. Returns should include original packaging.

What if I want to return a Special Order
Special Order items are ordered according to your specifications, specifically for you and do not come from our extensive stock. In most cases, Special Orders are not returnable. Please confirm prior to ordering if you have any questions.

How Are Refunds Issued?
Refunds will be issued back to the original credit card or by HeatPly company check. Shipping costs are not refundable. (see Return order Shipping Charge)