FAQs

FAQs

How long does it take to ship your products?

We take 1-2 days to process your order, then 5-10 days to ship.

Do you ship worldwide?

Yes, we do. We ship worldwide.

Where do you ship from?

Our offices are located in London and our warehouses in Germany, Spain, China, USA, Canada , UK

Do you provide product tracking information?

Yes, please wait 3 days after your order and ask us by email at contact@thermokelvin.com.

Some items are missing in my order, what happens?

Our products are shipped separately based on your order. If your order contains items from two different warehouses, there will be two deliveries. The rest of the order will most likely arrive shortly.

I received a damaged item. What can I do about it?

We are sorry to hear about this. Just send us a picture of the damaged item in question to the following email address: contact@thermokelvin.com and we will send you a similar replacement item as soon as possible.

Where are you located?

We are located in Canada, London, Essen, Germany and have a second office in Tenerife, Spain.

I still haven't received my order. Why is it taking so long?

We apologize for the delay. Sometimes international shipping can take longer than expected due to customs clearance. However, you can track your order and see where it is at any time. If you still feel you need help tracking your package or would like to inquire about this, please contact us by email at contact@thermokelvin.com.

Do you have a refund policy?

We do our best to resolve any issues our customers may have with their online items. If you would still like a refund on your order, we can of course make the payment, as long as the recourse is made within 30 days of the order date and the product(s) in question are not sold out. For more information, please see our refund policy link refund policy.