Contact Us

One inbox, one phone number, and a person at the other end.

Most contact pages explain how to reach a company. This one explains something more useful: what you end up holding afterward.

A customer service conversation is worth very little if you cannot prove what was said in it. So everything we decide, you get in writing, with a reference — and you are free to use it anywhere, including against us.

The four written records you get from us

1. A reply, within one business day

It quotes your order number and carries a reference. That timestamp is your proof of when you first raised the issue, which matters if any deadline is ever in question — ours or a carrier's.

If we cannot resolve it in that first reply, it says what we are doing and when we will come back to you. "We're looking into it" with no date is not an answer we send.

2. A return address email

You get this when you tell us you want to return something. It contains the correct return address and a reference number — and the address matters, because it is not always the same one and it is not the address on the package you received.

It also serves a second purpose: it is dated evidence that you asked within your 30 days. Keep it, along with your shipping receipt.

3. A refund confirmation with a reference

When we release a refund you get the amount, the date, and the processor's reference number.

That number is the one we use to chase it if it does not arrive — and it is also the one to give your card issuer if you ever need to. We will never tell you to "check with your bank" instead. If the money has not appeared 5 business days after our confirmation, email us and we trace it. If it turns out we never released it, that is ours to fix and we say so in writing too.

4. A decision, with the reasoning

This is the one most stores do not give.

If we decline something — a deduction for condition, a judgment that a failure is wear rather than a defect — you get the actual reason and how we reached it, not "outside warranty" and not "per our policy."

Two things follow from that. First, you can argue with it, because you can see what it rests on. Second, if you take the matter elsewhere, you have our position in writing rather than your recollection of a phone call. We write these knowing they may be read by someone else, and that is deliberate.

What to put in your first message

Your order number on the first line. With it we have the order, the dates, the address, the tracking, and every earlier message in front of us — so you do not need to supply your name, address, or a receipt.

A photo, if the issue is visual. A stain, a seam, a color that looks wrong. One image settles in three seconds what five paragraphs struggle to describe. It is help, never a requirement — within the first 30 days a defect gets a refund or replacement at your choice without one.

One sentence about what you want: refund, replacement, repair, or just an answer. If you are not sure what you are entitled to, describe what happened and let us pick. A change-of-mind return and a warranty claim run on different timelines with different costs, so it is better chosen by whoever knows the difference.

Everything else can be as rough as you like.

What you don't need to send

  • A receipt or proof of purchase — we hold the order
  • The original packaging — not for a return, not for a warranty claim
  • A video of the problem
  • A reason for a return, or an explanation of why you are writing now
  • A particular subject line — write whatever you like
  • Our approval before your return is valid

One exception, and it works in your favor: for anything about your personal information — a copy of what we hold, a correction, a deletion — put "privacy request" in the subject line. It routes faster and starts the 45-day clock in our Privacy Policy.

Before you buy: one question

Is the cold something you control?

If it is — your own thermostat, your own room — the answer is usually a regular blanket and a different setting, and we will say so. If it isn't — an office, a shared house, a car, a bedroom running on a schedule — that is a different recommendation entirely.

Tell us which, and you will get a straight answer rather than a product list.

While a package is in transit

Your tracking number arrives in the shipping confirmation. Give the link 48 hours — a carrier registers a package at its first sorting facility, not when it leaves us, so day one often shows nothing.

If tracking says "delivered" and there is no package, give it 3 business days — a surprising number turn up nearby — then email us.

Contact us, not the carrier. Your contract is with us, a customer who calls the carrier is usually referred back to the shipper, and risk of loss stays with us until the package is in your hands. So we open the claim. The remaining deadlines are in the Shipping Policy.

One kind of message that skips the queue

Anything about the safety of a heated blanket. Overheating, a smell of burning, a tripped breaker, damaged wiring, a damaged controller.

Unplug it and email us. We treat it as a safety matter rather than a returns query, and we have our own duty under the Consumer Product Safety Act to assess whether a product creating a substantial hazard has to be reported to the CPSC. That is a real reason to tell us directly rather than leaving it in a review — a review informs other shoppers, but it does not reach the people who can act on it.

Three things we can't do

Give medical advice. We make no claims about warmth and health — not about circulation, pain, sleep, or recovery. A heated blanket makes you warmer, and that is the whole claim. For anything medical, or if you are buying for someone with reduced sensation, ask a healthcare professional.

Act as your lawyer. We will tell you plainly what we do and what the law gives you. For an independent view there is the Florida Department of Agriculture and Consumer Services at 1-800-HELP-FLA (1-800-435-7352), the Florida Attorney General's Consumer Protection Division, the FTC at ReportFraud.ftc.gov, and the small claims division of the county court, which handles most consumer claims without a lawyer. Our terms contain no arbitration clause and no class-action waiver, so none of those routes is closed to you, and we do not require you to exhaust anything with us first.

Move a truck. We can open a carrier case, escalate it, and replace or refund without waiting for the outcome. We cannot change a route, and we will not tell you it is "with the warehouse" instead.

If you haven't heard back

More than one business day: check your spam folder. Our email comes from an address ending @hendrano.com. Then simply send the message again — a filtered reply looks exactly like a message that was never sent, and resending costs us nothing.

If instead you get a message demanding a payment to release a package, it is not from us. There is no duty, customs charge, or handling fee on a domestic US delivery, and we never ask for payment outside checkout. Forward it to us rather than clicking anything in it.

Anything else

Press, partnerships, or a mistake you spotted in one of our pages — same address, and it reaches the right person. We especially want to hear about the last one.

A social media message reaches us eventually. Email reaches us within a business day, and we do not discuss order details in a public channel — addresses, contents, and refunds belong in a private thread.

The policy pages

  • Terms and Conditions — how the contract is formed, the five rulebooks that govern it, and the FTC shipping rule
  • Shipping Policy — what free shipping is, times, tracking, damaged packages, and reporting deadlines
  • Returns Policy — the 30-day window, the implied warranties that outlast it, and how refunds run
  • Privacy Policy — what we hold, why, for how long, and the rights we extend to every customer regardless of state

Business information

  • Company name: Hendrano LLC
  • Address: 27001 US Highway 19 North, Clearwater, FL 33761, United States
  • Email: support@hendrano.com
  • Phone: +1 727-205-3670
  • Customer service hours: Mon–Fri: 9:00 AM–5:00 PM
  • Sat & Sun: Closed
  • Response time: Within one business day

The Hendrano team