Customer Management
Log in to your account and navigate to your account settings or profile page. From there, you can easily update your contact information, shipping address, and other details.
Once your order is shipped, you will receive an email with a tracking number. You can use this number to track the shipment’s progress on the courier’s website. You can also track your order within your account on our website.
Please refer to our “Returns & Refunds” page for detailed information on our return policy, including eligible items, return window, and refund process.
Product Type
Yes, we offer a wide range of heat pump accessories, including thermostats, filters, refrigerant lines, and installation kits.
Ordering Products
The Others
RFQ (Request for Quotation) related FAQs
To ensure you receive accurate and competitive quotes, include the following in your RFQ:
Clear and detailed description of the project/service: Be specific about your requirements, including scope of work, timelines, and any special instructions.
Quantity and specifications: If applicable, provide details on the quantity of items or services needed, their specifications, and any relevant standards.
Timeline and deadlines: Specify your desired timeline for project completion, any deadlines, and preferred start/completion dates.
Budget (if applicable): If you have a budget in mind, it’s helpful to share it to help vendors tailor their proposals accordingly.
Contact information: Ensure your contact information is accurate and easily accessible.
When requesting a quote, please provide as much detail as possible, including:
- Product name and model number (if known)
- Desired quantity
- Project location (city and state)
- Timeline for the project
- Any specific requirements or preferences (e.g., SEER rating, installation type)
Your contact information (name, phone number, email address)
Our sales team will typically respond to your quote request within 1-2 business days. However, response times may vary depending on the complexity of your request and the volume of inquiries.
Yes, you can request quotes for multiple products simultaneously. You can either submit separate quote requests for each product or include all desired products in a single request, providing details for each item.
Payment, Delivery & Shipping
Delivery FAQs
- When will my order be delivered?
Delivery typically takes 3-4 business days after we receive your 100% payment. - How will my order be delivered?
Your order will be delivered via pallet. - Is there a delivery charge?
We offer free delivery throughout the UK. - Do I need to be present for delivery?
Yes, it’s important to be available to receive the delivery or to make arrangements for someone to be present at the delivery address. - What happens if I am not available to receive the delivery?
If you are not available to receive the delivery, the carrier may attempt to reschedule or leave a delivery notification. You will need to contact the carrier to arrange a redelivery.
- What should I do if I receive a damaged during delivery?
If you receive a drilling delivery that is damaged during transit, please: 1. Document the damage: Take clear photos and/or videos of the damaged items and the packaging. 2. Contact our customer support team immediately by [phone number or email address]. 3. Follow the return instructions provided by our customer support team. - What information should I provide to customer support when reporting damaged goods?
When contacting customer support, please provide: * Your order number * A detailed description of the damage * Any photos or videos of the damaged items and packaging * The date and time of delivery - Who is responsible for the return shipping costs for damaged items?
THPH will typically cover the return shipping costs for damaged items. However, please confirm the specific return shipping arrangements with our customer support team. - What will happen to the damaged items once they are returned?
Once we receive the returned items and verify the damage, we will:
* Issue a full refund for the damaged items, including any applicable shipping costs.
* Offer a replacement for the damaged items at no additional cost. - What if the damage is not visible upon initial inspection?
If the damage is not immediately apparent, you may have a limited time to report it. Please refer to our general terms and conditions for the specific timeframe. - Does this policy cover damage caused by misuse or improper handling after delivery?
No, this policy only covers damage that occurs during transit. It does not cover damage caused by misuse, improper handling, or installation errors after delivery. - What if the damage is minor and I choose to keep the item?
If the damage is minor and you choose to keep the item, you may be eligible for a partial refund. Please contact our customer support team to discuss your options.