Contact us

How to reach us

Email is the only way to contact support, and it is genuinely the fastest — a message arrives directly in the queue our team works from, rather than going through a call centre script. Send it to support@getwellheater.net and we will reply, usually within one business day. Messages sent over a weekend or public holiday are answered on the next business day.

What to include in your message

Adding these details up front usually means we can resolve your message in one reply:

• Your order number, if you have already ordered (it starts with WH-).
• The email address or name the order was placed under.
• Your delivery country, especially for shipping questions.
• A short description of the issue, and a photo or video for anything fault-related.

Response times, realistically

Most messages are answered within one business day, and simple questions (order status, a return, a warranty claim) are often quicker. More involved cases, like an investigation with a shipping carrier, can take a little longer while we wait on their update — we will keep you posted rather than leave a message unanswered.

What support can help with

• Order status, tracking and delivery questions.
• Starting a return under the 30-day money-back guarantee.
• Warranty claims, repairs and replacements.
• Address corrections before an order has shipped.
• General questions about the product before you buy.

What support cannot do

• Change the destination address once a parcel has been dispatched and tracked.
• Guarantee delivery dates that are outside the estimated windows carriers provide.
• Waive customs or import charges applied by a destination country's authorities.
• Support units bought from a reseller other than getwellheater.net.

Times and languages

Support is provided in English. Messages are worked through in the order they arrive during business hours in each region, so you will typically hear back within one business day regardless of what time zone you are emailing from.

Common questions we can answer instantly

• Where is my order? — see delivery windows and tracking on the shipping page
• How do I return it? — the full 30-day returns process
• How does the warranty work? — 12-month cover and how to claim
• What does it cost? — current single and multi-pack pricing
• What does it cost to run? — roughly $0.14 an hour at $0.17/kWh
• What do other customers say? — reviews and ratings
• Is WellHeater legit? — our answer to that directly
• Who is behind this store?
• Everything else in the FAQ

Ready to order? You can choose a bundle and place an order directly from the homepage, or email support@getwellheater.net first if you have a question we have not answered above.