How to buy from ThermoWorks

Guidelines:
We don't really like the word "policies". When policies are misapplied, they become "stupid policies". On the other hand, you probably want to know what to expect from us under normal circumstances. Here are our guidelines:

Office Hours:
This isn't a 24/7 "call center". It's a real office staffed by "ThermoWorkers". You can reach us by phone Monday through Friday during office hours: 8:00 AM to 5:00 PM Mountain Time. You can also leave us a message or send an email.

Toll Free in the USA & Canada: 1-800-393-6434
International: 1-801-756-7705

Placing Orders:
Use our website or we're happy to take your order over the phone. You won't pay a higher price for using the phone. If there is a web special, just mention it.

Registration & Privacy:
To checkout, you will be given the option to create a log-in. This offers you access to our customer center to view order history and to track order status.  You do not need to create a log-in to complete the checkout process. Additionally, you have the option to be included in our email list and join our monthly drawing.  You're not really "registered" in anything except you are added to our customer list. If you do not want email offers from ThermoWorks, you will be able to un-click a box and take your name off our email offer list. Only those who wish will receive an occasional email offer or information (maybe once a month). We do not share customer lists with any other organization – ever.

Payment:
We accept Visa, Mastercard, American Express, Discover Card, and Paypal. Your card is billed at the time your shipment is processed, not before. Our website is completely secure and our accounting records are stringently protected to assure your privacy and security. If your credit card company declines the charge during processing, we will not ship your order and we will try to contact you right away.

Purchase Orders:
Commercial purchase orders are accepted by phone, fax or email. Net 30 day terms are available to government agencies, public school districts, and some commercial accounts with approved credit. Please call Diane to ask about applying for an account. Allow a week for the application process.

Order Processing:
We try to ship every order received by 12:00 noon MST on the same business day. If your order comes after that, we'll ship it the next business day. (Applies to USA and Canadian orders only.)

Order Tracking:
To track your order status you can access the customer center by entering your log-in information that was setup during your initial checkout.  Additionally, at the time of shipping you will be sent a shipping confirmation email with a tracking number.  Be sure to allow emails from “@thermoworks.com”

Shipping:
We use Federal Express (FedEx) for all online orders and checkout through our shopping cart.  Rates are discounted.  For USA PO Box and APO addresses, FedEx requires a physical address.  We will change online orders to USPS for the same shipping amount to accommodate these special cases.  To request USPS specifically, you can call and place a phone order at 1-800-393-6434. (USPS rates are typically higher than FedEx Ground.)

International customers can select FedEx or United States Postal Service (USPS) worldwide services during checkout.

Canadian Orders:
NEW! Our Special FedEx Canada shipping method includes all local taxes, duty and transportation charges. There are no additional fees to pay the carrier when the package arrives. All packages are insured and include a tracking number when shipped from our warehouse in Lindon, Utah. Typical delivery is 3-6 business days. Be sure to select "Special FedEx Canada" as your shipping method otherwise you will be charged fees at the time of delivery.

Canadian customers may also choose "Fed-Ex International Economy" and "Fed-Ex International Priority" services however, other fees will apply and will be collected on delivery by FedEx (broker fees, duties, all taxes).

More information on our shipping options.

International Orders:
We are happy to accept international orders. We make export shipments every day of the week. We may require some additional information from you before your shipment is made. Therefore, our same-day shipping time does not apply to international orders. If you are in a hurry, please make a note on your order or contact us by phone, fax or email. Local duty, taxes and brokerage fees, if any, are the responsibility of the customer. We cannot quote these. Due to contractual obligations, we may not be able to ship some products to specific countries.  Call for details. 

Out-of-Stock Items:
If any of your items are out-of-stock, you should receive an email from us within 1 business day. We can partial-ship your order or hold it until everything is in-stock. We'll give you our best estimate of when that will be.

What's a "business day"?
That means Monday through Friday with the exception of holidays, and sometimes the day after or just before a holiday. Such as the day after Thanksgiving, Christmas Eve or New Year's Eve.

Returns:
Returns for credit are only accepted from the original purchaser and only if the product is purchased direct from ThermoWorks. All warranty claims will be handled by ThermoWorks, regardless of where the item was purchased. In all cases a return authorization number is required. You can get one by calling our toll-free number. Write this number on the outside of the shipping box.

We do not have a "buy-and-try" allowance policy. It is the responsibility of the customer to determine suitability of a product prior to placing the unit in service.

Unused products may be returned within 30 days of purchase for a refund, minus shipping charges. All boxes, packaging materials, accessories, manuals and certificates must be in new, re-sellable condition or a fee equal to the cost of the damaged and/or missing item(s) will be deducted from the refunded amount. Be sure to ship in a carton that protects the original item box or package. We suggest you insure the package for the full value. Used or damaged equipment may not be returned for a refund. Credits are not issued until the goods are received and inspected at ThermoWorks. It may take up to two weeks to process credits.

The request for a return authorization number must be made within 30 calendar days of the purchase and the return shipment must be made promptly after that.

Note that original shipping charges are not refunded unless the return is a result of our error. If you have ordered correctly and we have shipped the wrong item, we will pay to return the item to ThermoWorks or we will send a delivery service to pickup the item at our expense.

Items missing or damaged in shipment must be reported within 2 business days of receipt of shipment.

Custom or special order products are not returnable.