Shipping policy

Shipping Policy

Last updated: 28 September 2026

Thank you for shopping with Thermal Puff. Here's everything you need to know about how and when your order will arrive.

Order Processing

All orders are processed within 1–3 business days (excluding weekends and public holidays). You will receive a confirmation email once your order has been placed, and a shipping confirmation email with tracking once it has been dispatched.

During busy periods, such as Black Friday and the winter holiday season, processing may take slightly longer. We'll always do our best to get your jacket to you as quickly as possible.

Estimated Delivery Times

Once dispatched, estimated delivery times are:

Delivery times are estimates and are not guaranteed. Delays can occasionally happen due to carrier issues, customs checks, weather or peak seasons.

Shipping Costs

Shipping costs are calculated and shown at checkout before you pay. Any free shipping offers will be clearly shown on our website or at checkout.

Order Tracking

Once your order ships, you'll receive an email with your tracking number. Please allow 24–48 hours for tracking information to update after you receive it.

Batteries & Power Banks

Heated clothing may be sold with a rechargeable lithium battery or power bank. Lithium batteries are subject to special shipping rules, so orders that include one may be shipped separately, by a specific service, or may take a little longer to arrive. In rare cases, batteries cannot be shipped to certain destinations. If this affects your order, we'll contact you before shipping.

Customs, Duties & Taxes

Orders shipped internationally may be subject to import duties, taxes or customs fees charged by the destination country. Unless stated otherwise at checkout, these charges are the responsibility of the customer. We have no control over these fees and cannot predict what they may be.

Incorrect Address

Please make sure your shipping address is complete and correct before placing your order. We are not responsible for orders delivered to an incorrect address provided at checkout. If you notice a mistake, email us at thermalpuff@gmail.com as soon as possible and we'll try to update it before your order ships.

Lost or Delayed Parcels

If your tracking shows no updates for 10 or more business days, or your order hasn't arrived within the estimated delivery time, contact us at thermalpuff@gmail.com with your order number and we'll look into it for you.

If your tracking shows "delivered" but you can't find your parcel, please check with neighbours and your local post office, then get in touch with us.