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WEBSITE FAQS
The below information is intended for web customers only. If you are a Sales Representative, Trading Partner, Retailer, Distributor, or Dealer, please see the first FAQ for contact options and additional details. Thank you.
Frequently Asked Questions:
Q: How do I contact you with questions regarding my order or products?
A: You have multiple options for contacting us at Heatstar by Enerco, HeatstarAG, or Enerco. Our standard business hours are from 8:00 AM EST to 5:00 PM EST Monday – Friday; however we do have extended hours during select months due to call volume. Please see the Contact Us page on Heatstarbyenerco.com which lists the current office hours and details any notifications for planned closures due to holidays.
Contact Method | Usual Respond Time | How To |
Contact Us form | Emails are typically responded to within 24 hours of submission. | Under the Support menu there is a link to the Contact Us page. Fill-out the required fields in the form and an email will be sent to the Technical Service group. |
Chat feature | If a Technician is online, response times are typically within a few minutes of your inquiry. If there are no available technicians, an email will be sent to our system and a Technician will respond within 1 business day of your inquiry. | The chat feature is available on any page on the website when active. Click the pop-up at the bottom of the page, fill-out the required fields, and click send. The more detailed your message, the better the Technician who receives your question may resolve your issue. It is recommended to include a model number, part number, and/or serial number when available. |
Calling Technical Service | Response times vary by season. In the winter, hold times may be extensive, however we have a call back feature that guarantees a call back on the same day and keeps you in the order you called in so it is like being on hold without actually having to be on the phone. | For Heatstar or HeatStar AG, call 1(866) 447-2194 or Enerco, call 1(888) 849-1899 and follow the prompts for Technical Service. To leave a call back number, press 1 and follow the prompts to enter the number you would like to be called back on. It does not have to be the number from which you dialed. A technician will call you as soon as your turn is reached in the system. If you do not answer when the Technician calls, they will try to leave a voicemail but you will have to call back. |
Scheduling a Call Back | There is no standard response time. If you are unable to call in or our phones are closed for the evening, you can utilize this feature to have a call back during the optimal timeframe for your schedule. | Located on the home page. Click on the “Schedule a Call Back” button. Enter the phone number at which you would like to be called back and select a timeframe. Then click submit. If you do not answer when the Technician calls, they will try to leave a voicemail but you will have to schedule a new time slot. |
Calling Customer Service for Sales Representatives, Trading Partners, Distributors, and Dealers | Response times vary by season. In the winter, hold times may be extensive, however we have a call back feature that guarantees a call back on the same day and keeps you in the order you called in so it is like being on hold without actually having to be on the phone. | For Heatstar or HeatStar AG, call 1(866) 447-2194 or Enerco, call 1(888) 849-1899 and follow the prompts for Customer Service to reach your assigned Customer Service Representative. To leave a call back number, press 1 and follow the prompts to enter the number you would like to be called back on. It does not have to be the number from which you dialed. A customer service representative will call you as soon as your turn is reached in the system. If you do not answer when the CSR calls, they will try to leave a voicemail but you will have to call back. |
Q: Why can I not order certain product like heaters and some of the larger accessories?
A: We have many Dealers and Distributors who will glady assist with purchasing Heatstar, HeatStar AG or Enerco product. However, many of the parts, hoses, fittings, and accessories are not available through those venues. To help our customers have access to all the product they require, we have opened up limited product for purchase. Heaters and certain specialty items are listed for educational purposes and to all product comparisons. If you are interested in purchasing an item not available on the site, please utilize the Find a Dealer/Distributor Contact Us form to send a query to Heatstar. Thank you!
Q: When will I receive my order?
A: We only ship from our warehouse in Bedford Heights, Ohio via FedEx Ground. Orders are typically processed within 1-2 business days of your order being placed. Orders deliver in 4-10 business days. Business days are Monday – Friday; Holidays, Saturday, and Sunday are not included in shipping days. We are a manufacturer with standard 8 hour business days.
Q: How do I track my package?
A: Once your order ships, tracking should be emailed to you within 24-hours. If you placed an order while logged into the website, then you should be able to log-in after 24 hours of shipping and find tracking information under your Order History.
Please note that we are a manufacturer so processing orders takes us longer than a standard retailer. It takes at least 2-3 business days for tracking information to be available once an order is placed and should be received via email. If you did not provide an email when you placed your order, please wait the standard 3 days then contact us with any questions either via the Contact Us form online, the chat function online, or a phone call to 1(866) 447-2194 and follow the prompts for Technical Service.
Q: Why doesn’t my tracking number work?
A: We ship out a high volume of packages each day. Your order receives a tracking number at our warehouse but it is not active until it is scanned in at a FedEx facility. FedEx typically picks up packages at the end of our warehouse’s business day, which is 3:30 PM EST. A tracking number is usually scanned in and active by 6:00 PM EST the day it is issued. If you have received tracking information and it is still inactive the next business day, please feel free to contact FedEx or our Technical Service team via the Contact Us form online, the chat function online, or a phone call to 1(866) 447-2194 and follow the prompts for Technical Service.
This only applies to orders placed online. If you place an order with us via any other method, please contact your assigned Customer Service Representative or Sales Representative for further details.
Q: Can I request shipping faster than FedEx Ground?
A: Our shipping department is fast but we do not feel we can offer faster shipping methods at this time as this is a new process for us and we also have bulk orders to handle. We hope in the future to improve our shipping options. But for the most part, orders seem to land within 4-10 business days depending on distance.
Q: Can I request a shipping carrier other than FedEx?
A: Currently we only offer FedEx as they provide the best discount for shipping which we have reflected in your cost. Shipping via another method would be more expensive and we want to provide the most cost effective option for our customers.
Q: Do you ship internationally?
A: No, due to regulations regarding the usage of liquid propane, kerosene, and other fuels that our products utilize or are utilized with in other countries, we do not ship outside of the contiguous 48 states, Alaska, and Hawaii.
Q: Do you have a physical store I can visit?
A: Our products are marketed via a distribution network so we do not operate our own stores. Please the Find a Dealer/Distributor contact form to find the nearest dealer.
Q: How can I tell if an item is in stock?
A: Items that are out of stock are not available for purchase. We do not allow for back orders as credit card authorizations are only active for 30 days from the moment an order is placed. If there is a certain item that is listed on our site as out of stock, it is best to send an email inquiry via the Contact Us form so availability can be researched.
At this time, only hoses, fittings, accessories, and parts are available for sale on the Heatstar site. We do not provide availability quantities on the website. If you are a current Dealer or Distributor, please contact your assigned Customer Service Representative or Sales Representative for further details. If you would like to become a Dealer or Distributor, please utilize the Contact Us form, or to find a Dealer/Distributor, please utilize the Find a Dealer/Distributor contact form to send in your inquiry.
Q: When will you charge my credit card?
A: When you place an order and receive an order number, an authorization is placed on your card for the amount of the order. This may drop off after a day or two depending on your credit card company. But the card is not actually charged until your item ships and our system processes an invoice. By the time you receive tracking information, your credit card should have been charged.
Q: Why don’t I see a charge from Heatstar on my credit card statement?
A: Heatstar, HeatStar AG and Enerco are an entity of Enerco Group Inc. On your credit card statement, the charge from our website should read “Enerco Mr Heater Heatstar” but sometimes this is truncated and only “Enerco” shows up. Please feel free to contact us if you have any further questions.
Q: Is my credit card information safe if I place an online order?
A: Heatstar is a PCI compliant company. We do not retain any credit card information and use an authorized company to handle all charges. Our site utilizes the latest security and encryption to keep your information safe.
Q: Can I use a gift card from Visa/Mastercard/AMEX/Discover/etc. on your website?
A: No, gift cards of this variety typically cannot be authorized for online purchases as they are formatted differently than standard credit/debit cards.
Q: Why wasn’t my order charged any sales tax?
A: We are required by law to charge sales tax on any orders shipped within the same state where we have any facilities located. Heatstar is only located in Ohio at this time so for orders that ship to any state, except Ohio, there is no applicable sales tax required. The website will automatically charge tax on the appropriate orders.
Q: What does my Order Status mean?
A: The order status allows customers to see where in the fulfillment process their orders currently stand. Orders may be modified or canceled only when the status is equal to “Pending” and it is before 5PM EST on the day the order was placed. Our warehouse opens before our office and orders from the previous evening are usually being processed before Technical Service arrives for the day which prohibits modifications being applied before an order is past a retrievable state. Once an order status has reached “Order Received”, it is too far along the shipping process to be changed.
