FAQ
Answers to your most common questions.
Frequently Asked Questions (FAQ)
We strive to make returns and refunds as hassle-free as possible for our customers. Experience the comfort of our premium products risk-free with our 30-day money back guarantee.
We've collected answers below to some of our most frequently asked questions about our refund and return process. Review the common questions around:
- Refund eligibility
- Return procedure
- Refund timelines
- Restocking fees
- Shipping logistics
- Payments and reimbursements
If you can't find the specifics you need within our FAQ, our exceptional customer service team is ready to help at support@hotcastle.com or +1 332-250-6579. We will respond quickly with solutions to ensure you have a royal experience.
Ready to review refund policies and details?
PAYMENT INFORMATION
Customers can pay in various online payment formats like cards, digital wallets, bank transfers etc. for a smooth experience. Those wishing to pay offline can explore options like checks and money orders by contacting our support team. Transaction through our website is secured by Norton Shopping Guarantee so customers can trust us completely when sharing sensitive financial information. We use bank-level security measures as protection of customer data is our top priority. Email and SMS receipts are sent after payments get successfully processed containing details of the order for future reference. Customers can also access their order and payment history anytime by logging into their account dashboard. In case of issues during online payment, call our customer service who will guide you to quickly resolve the problem. We also have facility for guests to checkout faster without creating account for convenience. Installment facility is there so customers can split costs across months that suit their budgets. Anyone facing problems through payment method can contact us anytime to find the optimal solution.
Effortless warmth! The remote control makes this electric heater a must-have.
Space-age warmth! My room feels like a sci-fi sanctuary against the cold.
Chic coziness! This heater adds a touch of glamour to winter warmth.
Zooming comfort! The heater's fast delivery made me a fan even before I felt its warmth.
Refund
It typically takes 3-5 business days to process refunds once the item has been received and inspected. Allow 2-3 additional days for the refund to post to your account.
Refunds will be processed using the original payment method, either back to your credit card, bank account etc. Refunds over Stripe payments will show under “Hot Castle”.
The customer is responsible for arranging and paying for the return shipping costs. We provide the return label upon approved refund requests.
Delivery
Standard shipping takes 5-7 business days within the continental US. Expedited and rush shipping options are available at checkout for an additional cost for faster timelines. See full shipping policy for time estimates.
We utilize trusted national carriers like UPS, FedEx and USPS to ensure reliable and timely deliveries across the country. Large items may arrive via freight trucking. Tracking information is provided with all shipments.
Inspect all packages promptly upon delivery before signing. If any visible damage or missing items, refuse the shipment and contact us right away so we can arrange a prompt replacement at no extra cost.
Let our exceptional customer service team know the details at support@hotcastle.com so we make it right. Please take photos of any damage to expedite processing. We will get a replacement created for you as soon as possible!
Shipping & Returns
The customer is responsible for arranging and paying the costs for return shipping. We provide a prepaid return shipping label upon approved refund requests for convenient returns.
Returns need to be done at the complete order level. If you purchased multiple items, we cannot process a return or refund on partial items within an order. Please contact us if any parts damaged so we can replace full orders.
Items must be returned in original condition to receive an approved refund, including all accessories, parts, packaging materials, manuals etc. We inspect all returns and can only issue refunds and replacements for products that can be resold as new.
Please use sufficient padding and careful packaging to protect items from any damage during transit back. Note that any physical damage or missing components will void eligibility for refunds or exchanges. Contact us first regarding any concerns on meeting return condition criteria.
Payment
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, bank transfers, checks, and money orders. Crypto payments coming soon! Cards can be processed directly on our site.
Yes, we use industry-standard encryption and security measures to protect all customer data. Payments are processed through secure checkout flows and PCI-compliant providers.
Your payment method is authorized upon order placement to verify funds. The actual charge will process right before we ship out your completed purchase. You will receive an email confirmation with all charge details.
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