Our Commitment to You

At ThermaGear, we understand that reliable performance matters – whether you’re braving extreme conditions in our heated apparel or navigating our shipping and returns process. Just as our heated jackets, gloves, and socks are engineered for dependable warmth, our shipping and returns policies are designed for your complete satisfaction and peace of mind.

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive tracking information via email once your order ships.

Shipping Methods & Delivery Times

  • Standard Shipping – $12.95
    • Carrier: DHL or FedEx
    • Delivery Time: 10-15 business days after shipment
    • Recommended for faster delivery
  • Free Shipping – Orders over $50
    • Carrier: EMS
    • Delivery Time: 15-25 business days after shipment
    • Available for all qualifying orders
Note: We ship worldwide excluding some Asian countries and remote regions. Delivery times may vary due to customs processing and local conditions.

Returns & Exchanges

Return & Exchange Eligibility

You may return or exchange items within 15 days of delivery if:

  • The product is unused, unworn, and in original packaging with all tags attached
  • The item is defective or damaged upon arrival
  • You received the wrong item

Non-Returnable Items

For hygiene and safety reasons, the following intimate apparel items cannot be returned once packaging is opened:

  • Heated Base Layers & Shirts
  • Balaclavas & Hoods
  • Buff Multifunctional Headwear
  • Ear Warmers & Headbands

Additionally, any item showing signs of wear, use, or not in original condition cannot be returned.

Return & Exchange Process

Step 1: Contact Customer Service

Email our customer service team at [email protected] within 15 days of receiving your order. Use the following template:

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Content:
Dear ThermaGear Customer Service Team,

I would like to request a [return/exchange] for my recent order.
Order Number: [Your Order Number]
Order Date: [Date of Order]
Product Name: [Name of Product]
Reason for Return/Exchange: [Please specify reason – defective, wrong item, size issue, etc.]
I confirm that the item is [unused/unworn] and in its original packaging with all tags attached.

Please advise on the next steps and provide return shipping instructions.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Step 2: Receive Return Authorization

We will provide a Return Authorization Number and shipping instructions within 1-2 business days.

Step 3: Package and Ship Your Return

Securely package the item(s) in original packaging with all accessories. Ship to:

ThermaGear Returns
969 Birch Street
El Paso, US 79936

Step 4: Processing Your Return

Once we receive your return, we will inspect the items and process your refund or exchange within 3-5 business days.

Refund Information

Refund Processing Time

  • After we receive and inspect your return: 3-5 business days
  • Refund to appear in your account: 5-10 business days after processing

Note: Processing times may vary depending on your financial institution

Refund Method

  • Refunds issued to your original payment method
  • Credit card payments: Refunded to your credit card
  • PayPal payments: Refunded to your PayPal account
  • Shipping costs are non-refundable unless the return is due to our error

Exchanges

  • For size or color exchanges, we ship the replacement once we receive your return
  • If exchange item is out of stock, we issue a refund
  • You are responsible for return shipping costs for exchanges unless the item is defective or we made an error

Defective Products

If you receive a defective product, contact us immediately at [email protected]. We will arrange a prepaid return shipping label and expedite your replacement. Our heated apparel undergoes rigorous quality testing, but we’re committed to resolving any issues quickly.

International Returns

  • International customers are responsible for return shipping costs
  • Customs duties and taxes are non-refundable
  • Mark packages as “Returned Goods” to avoid additional customs charges

Contact Us

For questions about our Shipping & Returns policy, contact our customer service team:

Email: [email protected]
Address: 969 Birch Street, El Paso, US 79936
Response Time: 1-2 business days

We’re committed to resolving any concerns promptly and effectively, providing the same reliable support that backs all our heated products.

Shop with confidence. Stay warm with technology.