MHUniversity Frequently Asked Questions

These FAQs deal with end user purchases and interactions with our website in regards to credit cards, shipping, coupons, etc.  Please let us know if you have any additional questions that are unanswered below.

Mr. Heater Standard Policy Links

Web Customer Return Policy
Shipping Policy
Warranty Policy
Privacy Policy
 

Frequently Asked Questions

I bought my Mr. Heater product from a retailer but may need parts for it. Why can't I find it on the website?

We have product made in special packaging for some of our retailers but we do not sell those versions ourselves. But if you locate and enter your serial number into search field and select Order Parts from the dropdown, you should be able to find the schematic available for the year your product was produced. For help finding your serial number, please click here for instructions or navigate to the product page for a like heater for an image.

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How can I tell if an item is in stock?

Items that are out of stock are not available for purchase. Mrheater.com does 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, you may sign up to receive an automatic notification when it becomes available again. This requires an account. You will log into your account and navigate to the out of stock item. Click on the "Sign up to get notified when this item is back in stock" link under the item name. The page will refresh and a green window will drop down from the top of the page notifying you of success: "Alert subscription has been saved". You will then receive an email once the item has inventory again.

You may also send an email inquiry via the Contact Us form so availability can be researched.

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Do you have a physical store I can visit?

Mr. Heater is a manufacturer and we do not currently nor ever plan to have retail facilities. Our product may be found at a multitude of retailers online and in many countries. Please utilize the Find a Retailer tool to find a listing of retailers in your area. Or check-out the Online Retailers page for links to retailers in the United States and Canada that carry a variety of our products.

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How do I add a review to a product?

You are required to have an account to add a review. Log into your account. Once logged in, search for the product you want to review or click through the menus.  On the product page, scroll down until you see "Reviews". Click on the title to expand the field. Fill-out the fields then click "submit review". The review will be reviewed by our team (we check for language as we like to keep our site clean) then it will be posted. Usually it's fairly quick but sometimes may take a few days.

How do I add an item to my wish list?

You are required to have an account to create a wishlist. Log into your account. Navigate to the product page of the item you wish to save. Click on the "Add to Wishlist" button. It will automatically be added to your account and redirect you to your wishlist.

How do I edit my wish list?

Log into your account. Click on the "My Wishlist" link in the left side menu. Your wishlist will open and you will have the options to:
1. Add a note, such as the serial number of the heater which needs the part or the name of the person you want to purchase it for.
2. Update the quantity of how many you would like once it is back in stock.
3. Click "add to cart" if it is in stock and you are ready to make your purchase. The quantity saved will be added to the cart. Once the item is added to the cart, it is removed from your wishlist.
4. Click the large red X next to the price to remove it from your wishlist.

How do I manage my Newsletter subscription?

There are a few ways to sign-up for our newsletter.:

1. At the very bottom of every page there is a "sign up for our newsletter" box that simple requires you to input your email address and click "submit".

2. If you have an account, login and click on "newsletter subscription" in the left menu options. Check the box for "General Subscription" to be added to the list.

3. Lastly, you may subscribe when submitting an inquiry via the Contact Us form. To find the form, click on the Support menu then select Contact Us.

There are three ways to unsubsribe from our newsletter:

1. If you have an account, login and click on "newsletter subscription" in the left menu options. Uncheck the box for "General Subscription" to be added to the list.

2. Send an inquiry via the Contact Us form.

3. The most effective way, if you've received the newsletter email, it so click the Unsubscribe link in the bottom of the email. This updates our records within a few hours.

Does Mr. Heater offer discount codes or coupons?

Occasionally. For more opportunities to receive coupons or notification of future discounts, sign-up for our newsletter. The newsletter is intermittent and none of your contact information is sold to any other entities or used for any reason other than sending the newsletter.

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Does Mr. Heater sell gift certificates?

At the moment, we do not have gift certificates available for purchase, however this is a feature we are looking into for the future.

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What can I access if I have an account?

When you log into your account, you can add items to your wish list, add reviews to products, access the order history for any orders placed after logged in, and review your account information, such as your name and address book.

What information is needed to create an account?

Our website only requires your first and last name and email address. You can select to receive our monthly newsletter.  For User Type, you'll select General. Then enter in a password that is at least 8 characters long and includes lower case letters, upper case letters, at least one number, and a unique character such as an exclamation point, period, asterick, percent sign, etc.

How do I login once I have an account?

To login, follow the link at the very top of the page for "login/sign-up". Enter your email address and password, then click "login".

How do I change my password?

Click on the "login/sign-up" link at the top of the page. Once on the account page, click the "Change Password" link in the Contact Information block. You should be taken to the Edit Account Information page. Check-off the Change Password box. The fields will appear. Enter the required information and click "save". After a moment, the page will refresh and confirm success at the top of the page. You should also receive a notification email that your password was updated.

If you cannot remember your password (it happens to all of us), you can go to the login screen and click on "forgot your password" under the login button. Enter your email address on the next page and click "submit". The page should take you back to the login screen and give you a green drop down notification that if there is an account associated, you will receive an email. The email should only take a minute or two to show up. Click on the link inidcated and fill-in a new password twice and submit. Then you should be all set!

You are always always welcome to contact our Technical or Customer Service to reset your password via phone or email. Click here to go to our Contact Us page for the appropriate phone numbers or the form.

Do you sell or share my personal information?

We do not sell your personal data. We do share the minimum data necessary for our third-party service provides to complete their services, such as fraud protection reviews. We consider your privacy an important aspect of our interaction.

Can I delete my account?

Users may not delete their accounts from the website themselves. However, you may contact Customer Service via the Contact Us form or phone to request a deletion. Depending on the activity on the account, we will gladly complete your request. Please note that if there has been a purchase completed, we cannot delete your information as it is legally required for us to retain the records. But we can disable your account if applicable so no other activity can occur. An "account" can refer to a login that was created or your personal information stored from an order placed as a guest.

Don't see your question?

We try to make our FAQs as comprehensive as possible but sometimes things are missed!  We apologize for the inconvenience and ask that you contact us so we may assist you.  You have multiple options to get a hold of us:

1. You can click the "No" below to the question "Was this helpful?" and that will send your question to our Technical Department where someone should respond within one business day.

2. You can call us at 1-800-251-0001 (USA & Canada) during our business hours (standard 8AM EST - 5PM EST but vary during seasons and holidays).

3. You can fill-in the Contact Us form on the Contact Us page and someone should email or call within one business day.

We appreciate you taking the time to give us your feedback and help us imrpove our site!


Ordering Process

How do I contact you with questions regarding my order or products?

You have multiple options for contacting us at Mr. Heater. 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 Mrheater.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 on Mrheater.com

Emails are typically responded to within 24 hours of submission.

Under the Support menu on Mrheater.com, 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 on Mrheater.com

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 Mrheater.com.  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.

Call 1(800) 251-0001 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 of Mrheater.com.  Click on the “Click here” 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.

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Do you ship internationally?

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.

If you need parts in Canada, please contact Lion Cove online to place your orders.  Thank you.

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Why wasn't my order charged any sales tax?

We are required by law to charge sales tax on any orders shipped within the same state where we have any facilities located. Mr. Heater 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.

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What does my Order Status mean?

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"

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Don't see your question?

We try to make our FAQs as comprehensive as possible but sometimes things are missed!  We apologize for the inconvenience and ask that you contact us so we may assist you.  You have multiple options to get a hold of us:

1. You can click the "No" below to the question "Was this helpful?" and that will send your question to our Technical Department where someone should respond within one business day.

2. You can call us at 1-800-251-0001 (USA & Canada) during our business hours (standard 8AM EST - 5PM EST but vary during seasons and holidays).

3. You can fill-in the Contact Us form on the Contact Us page and someone should email or call within one business day.

We appreciate you taking the time to give us your feedback and help us imrpove our site!

Tracking/Shipping

When will I receive my order?

Mrheater.com only ships 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.

Transit Times

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How do I track my package?

Once your order ships, tracking should be emailed to you within 24-hours. If you placed an order while logged into the Mr. Heater website, then you should be able to log-in after 24 hours of shipping and find tracking information under your Order History.

You may also utilize our Track Your Package tool which is linked in the footer of our site so available from any page. You need the shipping address last name, order number, and shipping zip code. Enter the data into the fields and click "track". A pop-up will appear with the current status and general location of your order.

Please note that Mr. Heater is 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(800) 251-0001 and follow the prompts for Technical Service.

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Why doesn't my tracking number work?

Mr. Heater ships 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(800) 251-0001 and follow the prompts for Technical Service.

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Can I request shipping faster than FedEx Ground?

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.

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Can I request a shipping carrier other than FedEx?

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.

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Don't see your question?

We try to make our FAQs as comprehensive as possible but sometimes things are missed!  We apologize for the inconvenience and ask that you contact us so we may assist you.  You have multiple options to get a hold of us:

1. You can click the "No" below to the question "Was this helpful?" and that will send your question to our Technical Department where someone should respond within one business day.

2. You can call us at 1-800-251-0001 (USA & Canada) during our business hours (standard 8AM EST - 5PM EST but vary during seasons and holidays).

3. You can fill-in the Contact Us form on the Contact Us page and someone should email or call within one business day.

We appreciate you taking the time to give us your feedback and help us imrpove our site!

Payment Information

When will you charge my credit card?

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.

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Why don't I see a charge from Mr. Heater on my credit card statement?

Mr. Heater is an entity of Enerco Group Inc. On your credit card statement, the charge from Mr. Heater should read "Enerco Mr. Heater" but sometimes this is truncated and only "Enerco" shows up. Please feel free to contact us if you have any further questions.

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Is my credit card information safe if I place an online order?

Mr. Heater 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.

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Can I use a gift card from Visa/Mastercard/AMEX/Discover/etc. on your website?

No, gift cards of this variety typically cannot be authorized for online purchases as they are formatted differently than standard credit/debit cards.

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Don't see your question?

We try to make our FAQs as comprehensive as possible but sometimes things are missed!  We apologize for the inconvenience and ask that you contact us so we may assist you.  You have multiple options to get a hold of us:

1. You can click the "No" below to the question "Was this helpful?" and that will send your question to our Technical Department where someone should respond within one business day.

2. You can call us at 1-800-251-0001 (USA & Canada) during our business hours (standard 8AM EST - 5PM EST but vary during seasons and holidays).

3. You can fill-in the Contact Us form on the Contact Us page and someone should email or call within one business day.

We appreciate you taking the time to give us your feedback and help us imrpove our site!