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Q: Do you ship internationally?
A: Currently, thermoweb.com is shipping to the Contiguous 48 United States, as well as to Alaska*, Hawaii*, Puerto Rico*, Australia*, Belgium*, Brazil*, Canada*, Denmark*, France*, Finland*, Germany*, Hong Kong*, Ireland*, Israel*, Italy*, Japan*, Netherlands*, New Zealand*, Norway*, *Malaysia, Mexico*, Portugal*, South Africa*, Slovenia*. South Korea*, Spain*, Sweden*, Switzerland*, United Arab Emirates (Dubai)* and the United Kingdom*.
*Please note: We do not ship any of our aerosol sprays outside of the Contiguous 48 States
Q: What do you charge for shipping and handling? How are your shipping rates calculated?
A: We offer FREE shipping on Domestic orders (Contiguous 48 States only) over $50 when the "free shipping" method is chosen at checkout. You will have the option of paying for different shipping methods if you choose. (IE: Priority, etc.) Please note that the free shipping method will only show up as an option once your shopping cart total reaches $50 after any coupon codes or discounts have been applied. Free shipping orders usually ship by USPS First Class Mail with Tracking. (Therm O Web, Inc reserves the right to ship packages using the most economical shipping service available when FREE freight is applied. )
For all orders, our shipping prices are based on the weight of the package. This gives you the best possible rates! We do not charge a "handling" fee.
*For International shipments the customer is responsible for all taxes, duties, clearance or brokerage fees on their shipment (DDU)
Q: How long does it take for my order to ship?
A: We package & ship orders Monday through Friday. Most of our orders are processed within 2-3 business days, however during peak times (new releases, holidays, sales, etc.) we may experience backups. During these peak times, please allow up to 7-10 business days for orders to ship. Please keep in mind that Therm O Web, Inc is closed on most major US holidays to be with our families.
*International orders: please allow for additional order processing time to prepare your shipment.
*Preorders: above time does not apply. Preorders will ship once back in stock.
Q: What shipping method do you use?
A: We ship most orders using the United States Postal Service (USPS). However, we also use UPS when needed to provide the best shipping rates. Therm O Web, Inc reserves the right to ship packages using the most economical shipping service available when FREE freight is applied.
*International Orders: We ship international orders via USPS Priority Mail International, DHL EXPRESS and UPS Standard and Worldwide Express
Q: When can I expect to receive my order after it has shipped?
A: Unfortunately, USPS does not guarantee transit times for first class shipments. However, you can go by these general guidelines of shipping times for USPS:
Estimated Shipping Times - within the USA:
First Class Mail: 3-7 Business Days
UPS Ground: 1-4 Business Days
Priority Mail: 1-3 Business Days
*Alaska, Hawaii & Puerto Rico may add an additional 1-2 days to the above estimated shipping times
*International orders via USPS® First Class Package International Service: Deliveries generally take between 10-21 business days to arrive, although USPS does not guarantee delivery dates or times. Mail may travel to its destination by ground, air or a combination of both. Local customs regulations may also cause additional delays. For many major markets. Actual number of days may vary based on origin, destination, and customs delays.
*For all other International shipments using DHL or UPS please refer to the approximate shipping days given at time of checkout.
Please note that you may experience extended delivery times once your order ships from Therm O Web due to the COVID-19 pandemic's impact on USPS and our other shipping partners. The best way to track your order's delivery is through the tracking number provided with your shipping notification. For additional information on a particular order, please email us at firstname.lastname@example.org and have your order number handy.
Q: Can I track my order?
A: Yes! Your tracking number will be emailed to you once your order has shipped. You can always find tracking information by logging into our website (if you opted to create an account at checkout)and click to view your orders. Within each order, you will see a tracking number. If you are not able to find your tracking number, please feel free to email us at email@example.com.
Q: My USPS tracking number only says, "pre-shipment information sent to USPS". Does this mean my package has not shipped?
A: If you receive this message from the USPS website, it means that we have created the shipping label and that your package has left our building on the USPS truck in transit to their distribution center. Most times, it takes up to 24 hours for the package to be scanned into their system. Unfortunately, we have no control over how fast USPS scans their packages into their system. It can be frustrating at times, and we understand this. We thank you in advance for being patient with the mail system.
Q: My USPS shipment tracking shows that my package has already been delivered, but I have not received it. What should I do now?
A: We always hope that this will never be the case; we know how excited you are to receive your goodies! Please know that sometimes USPS will scan an item delivered on the day of (or even sometimes the day before) the delivery takes place. If your item is showing delivered and you do not have it in your possession, please check with your local post office. Have the tracking number ready to provide to them and have them investigate the package. Therm O Web, Inc is not responsible for packages once they leave our facility.