Shipping & Returns FAQ
Where do orders ship from?
Our operating office, customer service team and dispatch location are at Room 1617, Block B, Jinshaju, Baiyang Subdistrict, Qiantang District, Hangzhou, Zhejiang 310018, China. Orders are dispatched from this address.
How long does delivery take?
Preparation takes 1-4 business days, followed by an estimated 8-15 business days in transit after dispatch, including customs clearance and delivery scheduling where applicable. The estimated total is 9-19 business days. Supported Canadian remote-area addresses use the same timeframe.
Business days are Monday-Friday. Chinese public holidays are excluded from preparation days; carrier and destination public holidays may affect transit estimates. See our Shipping Policy for the 15:00 China Standard Time cutoff and delay handling.
Is shipping free?
Yes. Every order to supported addresses in the contiguous United States and Canada ships free, with no minimum order. We cover shipping charges, including remote-area, delivery-appointment and redelivery charges, without charging you extra shipping fees at checkout or on delivery. Alaska, Hawaii, Puerto Rico, other US territories and associated island destinations, military addresses and PO boxes are excluded. See our Shipping Policy.
Do you ship to remote areas in Canada?
Yes. We serve supported street addresses in all 13 Canadian provinces and territories, including Yukon, the Northwest Territories and Nunavut. The same free shipping and estimated 1-4 business days preparation plus 8-15 business days transit apply. There is no remote-area surcharge for the customer.
Which carriers do you use?
We use tracked delivery services, including UPS, FedEx and USPS. The carrier and service may vary by destination and parcel; refer to the tracking details for your order.
What currency do I pay in?
Both US and Canadian orders use USD. Product prices include applicable sales taxes, and WARMVALE covers import duties, import taxes and customs clearance charges. You do not pay additional sales taxes or import and clearance charges at checkout or on delivery. Contact us if a carrier requests an import payment.
Does delivery include installation?
No. Delivery is to the home entrance; upstairs delivery, unpacking and installation are not included.
Where do returns go?
Our New York, United States return facility. Contact us first for the address and instructions. Customers pay actual non-quality return freight and return clearance charges; WARMVALE pays costs for defects, damage, wrong items or missing parts for which we are responsible.
What are the return and refund deadlines?
For new orders placed after our October 4, 2026 policy update, request within 30 calendar days of receipt and ship within 15 business days after approval. Older orders retain their original 30-business-day request window. We inspect within 5 business days of receiving the return, initiate an eligible refund within 3 business days after inspection, and your bank may need a further 10 business days to post it. After-sales business days are Monday-Friday excluding United States public holidays; the 30-calendar-day request window includes weekends and holidays.
For new orders placed after our October 4, 2026 update, allow an estimated total of up to 30 calendar days from our facility receiving the return until the refund reaches you, including inspection, refund initiation and bank posting. The business-day stages above are included within this total. Older orders retain their original terms.
Can I exchange an item?
Yes. Contact us for a direct exchange within the applicable return window. We confirm the requested item, availability, any price difference and applicable return costs before you agree. For ordinary returns we advance actual return customs clearance charges, provide the customs bill and deduct that amount from the refund; charges you already paid are not deducted again. See our Returns and Refunds Policy.
What warranty applies?
The new September 30, 2026 collection has a two-year warranty with parts and related shipping covered; labor is excluded. Earlier products and orders keep their three-year commitment. See the product page and Warranty page.
Can I cancel or return an installed item?
Contact us before dispatch to cancel a standard order. Installed and genuinely custom-made products have quality-related return rights, but no change-of-mind returns. See our Returns and Refunds Policy.
Email: support@warmvalebath.com
Telephone: +86 17336472261
Customer service: Monday-Friday, 08:30-18:30 China Standard Time (UTC+8).