1. Where we ship
We ship worldwide from our fulfilment partners, including the United States, the United Kingdom, Europe, Canada and Australia. If your country is not available at checkout, email support@h2ogas.shop and we will see what we can arrange.
2. Shipping costs
- Free standard shipping on orders over $55.00.
- $6.90 flat rate on orders below the free-shipping threshold.
- Any duties or import taxes are separate and shown where possible at checkout.
All shipping prices are in USD and confirmed before you pay.
3. Processing time
Orders are processed within 1–2 business days (Monday to Friday, excluding public holidays). Orders placed at the weekend are processed the next business day. You will receive an email when your order ships.
4. Estimated delivery times
After processing, typical tracked delivery estimates are:
- United States & United Kingdom: 3–7 business days.
- Europe: 5–9 business days.
- Canada, Australia & rest of world: 7–14 business days.
These are estimates, not guarantees. Carrier delays, weather and customs can add time. If your order is significantly late, contact us and we will chase the carrier with you.
5. Tracking your order
Every order ships with tracking. You will receive a tracking number by email once your parcel is collected by the carrier. Please allow up to 24 hours for the first scan to appear.
6. Damaged or lost parcels
We pack carefully and double-box glass items with moulded protection. If your parcel arrives damaged, take a photo and contact us within 30 days — we will send a free replacement or refund. If tracking shows a parcel as lost in transit, we will open an investigation with the carrier and make it right.
7. Undeliverable or returned orders
If a parcel is returned to us as undeliverable — for example because of an incorrect address, a failed delivery or an unclaimed parcel — we will contact you to arrange redelivery (additional postage may apply) or a refund of the item value minus the original outbound shipping cost. Please double-check your address at checkout.
8. Customs, duties & taxes
For international orders, import duties and taxes may be charged by your country when the parcel arrives. These charges are set by your local customs authority and are your responsibility; they are not included in our prices or shipping fees. If you refuse a parcel and it is returned, our undeliverable-order terms above apply.
9. Contact
Shipping is fulfilled on behalf of H2O HEATING AND GAS SERVICES LIMITED. For any delivery question, email support@h2ogas.shop or call +44 7444542832.