Shipping and Returns

ThermoSoft provides all customers with FREE Ground Shipping on orders $299 or more shipped to the 48 contiguous United States. Shipments to Canada are provided at highly discounted, door-to-door, hassle-free rates with NO brokerage fees. The Expedited Shipping along with shipping to Alaska and Hawaii are also provided at highly discounted, low rates.

1. We use UPS, FedEx or other freight carriers for our deliveries. In some cases (larger orders) your shipment may consist of a number of individual boxes placed on a single pallet. We offer curbside delivery only unless specified by the customer. The pallet may need to be separated to be unloaded. Unless specifically requested, no truck lift-gate service is ordered for delivery. Please note that you may need to have at least one other person to help the driver with unloading. If you do require additional unloading help or lift-gate services from the carrier, you may contact the freight carrier directly to request such service, however any additional charges for custom unloading are to be your responsibility.
2. Count all pieces of your freight. Ensure that all pieces are accounted for.
3. Check shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this on the bill of lading. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific.
4. ThermoSoft ships all products in the most robust possible packaging, and selects the most appropriate shipping carrier based on the items ordered. However, sometimes breakage may occur due to carrier mishandling while in transit to you. Should this happen, we will require at least two clear pictures of any damages to be either mailed or e-mailed to our customer service team (claims@thermosoft.com) as evidence for any claim we may make against the freight carrier, and as a requirement to receive credit or replacement merchandise. This claim must be filed within 7 calendar days of receipt of the merchandise. ThermoSoft reserves the right to replace damaged merchandise within 14 calendar days of notification by the customer. If a replacement item is available for shipping within that time period then a refund cannot be issued. If no replacement is available, the damaged item(s) will be refunded in full.

Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and must be noted on the bill of lading and signed by the carrier's agent (driver). Failure to adequately describe the visible loss or damage could result in the carrier delaying or refusing to honor the freight claim.

Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit it is possible to damage the contents of a container without damaging the container itself. If such a situation occurs it is important to contact ThermoSoft immediately for instructions on how to handle the claim. You must open all received boxes and inspect products for concealed damage within 7 calendar days of delivery and notify ThermoSoft immediately. At least two clear pictures are to be provided. After this timeframe claims may not be honored.

1. ThermoSoft proudly provides the best Return Policy in the Industry. We offer 100% refund of your entire purchase within 100 days from the order date for the brand new and unused items in resellable condition. Buyer is only responsible for expedited shipping and return shipping.
2. All returns require a Return Merchandise Authorization (RMA) Form. Visit http://www.thermosoft.com/rma to obtain the form. No return is accepted without RMA.
3. All non-damaged return claims must be made within 100 days and items must be unused, in original packaging. Installed or assembled items cannot be returned.
4. Shipping charges for returns due to ThermoSoft error will be paid by ThermoSoft.
5. Refusing a freight delivery for reasons other than visible damage will be treated as a return.
6. Custom orders cannot be returned unless damaged or defective.
7. Kits must be returned as full kits only.
8. All returned items must be shipped via insured ground transportation unless ThermoSoft is responsible.

If you have any questions regarding the Terms of Use Policy, contact us:

USA Headquarters - ThermoSoft International
701 Corporate Woods Pkwy, Vernon Hills, IL 60061
Tel: 847-279-3800
Email: info@thermosoft.com