| Order Status |
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| Has my order shipped? |
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Click the "My Account / Order Status" link at the top right hand side of our site to check your order status. |
| How do I change quantities or cancel an item in my order? |
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Click the "My Account / Order Status" link at the top right hand side of our site to view orders you have placed. Please note that once an order has been placed, the order is no longer editable by you. To remove an item from your order or cancel your order before it has been packed or shipped, please contact customer service via email at info@activheat.com with your order number, customer number and what you need to amend.
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| How do I track my order? |
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Orders shipped by United States Postal Service Global Express Mail, Domestic Express Mail, or Domestic Priority mail can be tracked by our Customer Service representatives. Orders shipped via Fedex provide full real-time tracking information directly to the customer. Orders shipped by other methods may or may not provide real-time tracking. Click the "My Account / Order Status" link at the top right hand side of our site to track your Fedex order. If tracking information is not available electronically, please feel free to contact us: Click here to email us or via telephone at (609) 924-6110 for assistance with package tracking information. |
| My order never arrived. |
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Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered.
If you have verified that your order has been shipped and a suitable time for delivery has passed, contact us for delivery confirmation if it is available. This confirmation is available from us for all shipping by Fedex and United States Postal Service Priority Mail. If your order is marked as "Delivered" by the tracking service, we suggest that you check with neighbors or other family members to determine if they collected the package for you.
If you are an international customer, please be advised that the shipping times listed by the United States Postal Service and other carriers do not include possible delays at customs or ports of origin in your country. These delays may be responsible for the late delivery. Customs authorities sometimes hold packages for additional questions and notify the receiver of the hold using the contact information you provided to us. We suggest that international customers contact their customs offices to check for the status of delayed packages. Unfortunately, we cannot provide you with any assistance with your local customs officials.
If there is any way we can help you with locating wayward packages, we will do so. Please feel free to contact us: Click here to email us or via telephone at (609) 924-6110. |
| An item is missing from my shipment. |
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Click the "My Account / Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer service for assistance. |
| My product is missing parts. |
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If you open a package and find that any parts are missing or that the product is defective in any other way, please contact us immediately: Click here to email us or via telephone at (609) 924-6110. We will do whatever is possible to remedy the situation as fast as possible. |
| When will my backorder arrive? |
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Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. |
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