Frequently Asked Questions

Shipping

How do I qualify for free shipping?

Do we ship internationally?

I forgot my password, how do I log in?

 

Order status

How can I find the status of my order?

 

Payment queries

I am having trouble with my credit card information for my online order.

Is it safe to use my credit card?

What credit cards are accepted on your site?

 

Order queries

How are returns & credits handled?

How will I know if my order has been received?

Where can I buy Heat products in-store?

How can I work for Heat?

How can I sign up for the Heat newsletter?

How can I receive samples?

 

Shipping

How do I qualify for free shipping?

We offer free shipping within Australia when you spend $40 or more on your purchase.

For shipments with a value of less than $40 the cost of shipping will be AUD$7.50 flat rate.

Gift Cards and eGift Certificates do not apply.

Select items considered Hazardous Materials do not qualify for Free Standard 3 Day Shipping and must be shipped Ground.

 

Do we ship internationally?

Not yet, but stay tuned….we will be in the near future.

 

I forgot my password, how do I log in?

If you have forgotten your password, please click on "Forgot Your Password?" below Sign In.

Enter your account email address. We will send you an email and from that email you can reset your password.

 

Order status

How can I find the status of my order?

You can find the status of a particular order and view your order history on the My Account page, located in the top right corner of the shop homepage.

 

Payment queries

I am having trouble with my credit card information for my online order.

If you receive an error notification related to credit card authorization failure you can try the following:

-          Double check that the billing address on the credit card and matches your account billing address

-          Try re-entering your CVN or security code

-          Be sure that the card is current and valid.

If you’ve tried all of these tips and it still won’t process correctly, please contact your financial institution for further assistance.

 

Is it safe to use my credit card?

Absolutely. When placing an order online, your information is transmitted using Secure Sockets Layer (SSL) technology, an approved industry standard that is used by vendors to ensure the security of online business. It negotiates and employs the essential functions of mutual authentication, data encryption, and data integrity for secure transactions.

One of the ways you can check the security of your connection is to take a look at the lower corner of your browser window as you place your order. If you see an unbroken key or a closed lock (depending on your browser), then SSL is active and the server is secure. You can also double-check by looking at the URL line of your browser. When accessing a secure server, the first characters of the site address will change from "http" to "https."

 

What credit cards are accepted on your site?

We accept MasterCard and Visa. 

We do not accept checks or money orders.

 

Order queries

How are returns & refunds handled?

For details on our shipping and returns policy please view our Shipping and Returns page.

 

How will I know if my order has been received?

An order confirmation will appear as the final step in your order process and you will receive an email confirmation with your order number and a description of your order contents.

You will receive a second email notifying you that your order has left our warehouse.

If you checked out as a registered user, you can always track your order status by viewing My Account accessible from the top right corner of the home page.

 

Where can I buy Heat products in-store?

Our brands are available all around Australia. To find a location near you, please visit our Store Locator.

And of course, you can always shop online right here! We offer free shipping within Australia when you spend $40 or more!

 

How can I work for Heat?

We're always on the look-out for new and incredible talent.

To learn more about these fabulous opportunities, please visit the Careers section on our corporate site.

 

How can I sign up for the Heat newsletter?

We recommend setting up an account, even if you don’t want to buy anything just yet. That way you’ll be on our mailing list and we can notify you of the latest products, trends and sales.

Alternatively if you would like to sign up to the heat corporate newsletter you can do so here

 

How can I receive samples?

Unfortunately we do not have any samples to provide, however this is something we are working to improve in the future. We also have testers available in stores that stock our brands.