Customer Service and Store Policies

Phone and Fax

Please contact our Customer Service Team 1-877-EXO2-HEAT (877-396-2432). You may also fax documents to us at 770-872-0516.
 

Mail

To contact EXO2 via postal mail please use the following address: 

EXO2 The Heat Inside
215 McDonough Parkway
McDonough, GA  30253

 

eMail

Contact us via email @ info@exo2.com
 

Store Policies

Thank You for Your Business
We at EXO2 The Heat Inside are grateful for your business and continually seek to exceed the expectations of our customers by simply doing the right thing at each opportunity. Our representatives are guided by this mantra and are empowered to do what is right at all times and in all circumstances. We want to ensure that your experience with our team is hassle free and enjoyable and that you are completely satisfied with our products and service. If we fail to meet your expectations on any occasion or in any manner, we want to know and ask that you please contact our customer service department immediately.

The store policies below help to ensure we have properly set expectations and provide additional useful information. Thank you again for your business.

Accepted Methods of Payment
EXO2 The Heat Inside accepts PayPal payments and  Visa, MasterCard, American Express and Discover cards. All payments are made in US dollars. Payment by check or money order is acceptable with prior approval by EXO2.

Shipping Time and Methods
EXO2 The Heat Inside ships free within the continental United States. We typically use Federal Express (FedEx) for all domestic shipping but alternative carriers may be used on occasion. Overnight or otherwise expedited delivery is available upon request and when paid for by the customer in advance.

All in stock orders will typically ship the following business day. Customers are notified by email if an item is on backorder and provided the estimated shipment date of all backordered items. In stock items (partial orders) will be sent as per usual unless the customer requests the order to be sent at once. The time in transit will vary depending on the consumer’s location and the time of year. EXO2 The Heat Inside provides tracking information upon shipment so that orders can be tracked by the customer while in transit.*

Damaged Shipments
Damaged shipments from handling must be claimed with the freight carrier. If any cartons are missing or damaged, be sure to note this on the freight bill. If you notice concealed damage post delivery, keep all packing contents and call the freight carrier to return and inspect the damage and file a claim. We are not responsible for damage caused by the freight carrier.

Manufacturer’s Defects
If a product appears to have a manufacturer’s defect, call or email our Customer Service department for handling instructions. Do not return products to us without first contacting us to receive instructions. If an item is to be returned to us due to a manufacturer’s defect, you must first receive a Return Authorization Number. No packages will be accepted without a Return Authorization Number written clearly on the package.

Return Merchandise Policy
You may return most items purchased directly from EXO2 The Heat Inside within 30 days of the original delivery. Some items may have special return policies which will be disclosed to the consumer in advance of their purchase via an electronic or website message. Returned items must be in new condition and all original tags, parts, accessories, manuals and packaging must accompany the return to receive a full refund. We will pay the return shipping costs if the product is defective or the return is a result of our error. If the item is returned for any other reason you are responsible for the return shipping costs and may be charged a restocking fee of 10 percent. No returned merchandise will be accepted without a Return Authorization Number. Once a return is authorized by our return department you should:

1. Safely repack the returned items and send the package to:

EXO2 The Heat Inside
Attn: Returns
215 McDonough Parkway
McDonough, GA 30253
United States

2. Write the Return Authorization Number clearly on the box or package.

3. Keep your shipping records for proof of shipment in the event of loss of returned merchandise. Returns with a value of over $100.00 should be insured. We cannot be held liable for return merchandise that does not safely reach our return department.

We will credit you in the same manner as your original payment within 7 days of receiving the properly returned item.

* Some orders, especially smaller packages, are on occasion sent via the United States Postal Service. Tracking information is generally not provided in these instances.