Shipping Policy

Last updated: October 22, 2026

We hold ourselves to seven service standards on every order. Each one is written up the same way below: what the standard is, what it depends on, and what happens if it slips. After the seven standards come the things no standard covers — the parts of a delivery that nobody can promise — and the optional Shipping Protection. Our Returns & Refunds Policy covers what happens after delivery; the two pages belong together.

Standard 1 — Free shipping to every address in the United States

What it is. Shipping is free on every order, with no minimum purchase. Nothing is added at checkout and nothing is collected at the door. Any applicable sales tax is shown before you pay, and the total you approve at checkout is the entire amount — no customs duties, import fees or delivery surcharges later. The one optional line, Shipping Protection (below), appears only when you select it.

What it depends on. A delivery address in the United States. We don't ship internationally, and a package can't be forwarded abroad once it ships.

If it slips. It doesn't: a text or email asking you to pay to release a package isn't from us. Our emails come from an address ending in @hendrano.com.

Standard 2 — Your order leaves within 1–3 business days

What it is. Processing — confirming the order, checking the details, inspecting and packing the blanket, handing the package to the carrier — takes 1–3 business days. Business days are Monday through Friday, excluding federal holidays; a weekend order starts on Monday.

What it depends on. Volume. In the weeks around Black Friday and Christmas, during cold snaps and during promotions, processing can take up to 2 business days longer. The processing time is the time the fulfillment center needs to prepare the package, not a period during which the order is on hold.

If it slips. A late dispatch isn't a reason to cancel — the 5-minute cancellation window (see "What no standard covers") doesn't reopen. If more than 7 business days pass beyond the total 4–8 business-day window without a delivery, Standard 6 applies.

Standard 3 — A tracking number the day the package ships

What it is. You receive an order confirmation within minutes of paying (check your spam and promotions folders if it isn't there within an hour) and a shipping confirmation with the tracking number on the day the package leaves the fulfillment center. An order with several items may leave as separate packages on different days, each with its own tracking number and its own email, at no extra charge — an item that arrives later isn't an item that's missing.

What it depends on. The carrier scanning the package. The first scan generally happens at the first sorting facility, not at pickup, so the tracking can stay empty, or show only "label created", for 2–5 business days after the ship date. Along the route, a day or two can pass between scans too, especially across a weekend. Neither means it's lost.

If it slips. If the tracking has stayed silent for 10 business days, Standard 6 applies.

Standard 4 — Delivery in an estimated 3–5 business days from the ship date

What it is. Transit takes an estimated 3–5 business days, counted from the ship date rather than the order date, so plan on 4–8 business days from order to door.

What it depends on. Carrier performance. These are estimates, not guaranteed dates: weather, carrier volume, federal holidays and customs inspections can add time, and standard shipping has no date selection. An order that's late inside the window, or just past it, is still an order — not something that can be canceled.

If it slips. If the package is more than 7 business days past the window, Standard 6 applies.

Standard 5 — A reply within 2 business days

What it is. Every email to support@hendrano.com is answered within 2 business days, during customer service hours. Include your order number — it's the fastest way to an answer.

What it depends on. The order number. With it we find your order at once; without it, the first reply is a request for it.

Standard 6 — We investigate a late or lost package, and replace a lost one

What it is. If the tracking hasn't updated for 10 business days, or the package is more than 7 business days past the estimated delivery window, email us your order number. We open the inquiry with the carrier — we do that, not you, because your contract is with us and not with the carrier — and it can take up to 10 business days. You hear from us when there's an answer, without having to chase. If the carrier confirms the package is lost, we send a replacement free of charge.

What it depends on. Availability. A refund is issued only if a replacement is no longer available.

If it slips. A "delivered" scan with no package is a different case: a delivery scan is evidence, not a verdict, and is sometimes recorded a day early or at the wrong door. Check the porch and front door, the mailbox, any safe place agreed with your carrier, neighbors, others in the household and the building office or front desk, and look at the carrier's proof of delivery. Should the package still be missing, email us within 7 days of the scan and we'll file the claim with the carrier. We look into every case; where the carrier produces proof of delivery to your address (a GPS scan, photo or signature), the result of that claim decides whether a replacement can be sent. Where Shipping Protection was added to the order, its own terms take over.

Standard 7 — A damaged, incomplete or wrong delivery is replaced

What it is. Open the package the day it arrives. If the outer packaging or the blanket is damaged, something is missing or the wrong item was sent, keep all packaging and email us within 3 business days of delivery with your order number and photos of the item, the outer packaging and the shipping label — taken before the box goes out for recycling. Confirmed transit damage, a missing part or a wrong item is resolved by sending a replacement free of charge, not by a refund; you don't send anything back unless we ask (see our Returns & Refunds Policy, "Delivery day to the third business day").

What it depends on. Those three photos and the 3-business-day window. They are the basis of our claim with the carrier; without them, or after 3 business days, the claim can't be filed. For a heated blanket that doesn't warm up, a short video of the controller helps.

If it slips. A problem reported later, or after the blanket has been put into use, can't be accepted as a fault claim; an unused item can still be returned as a change-of-mind return, at your cost.

What no standard covers

A specific delivery date or time of day. Standard shipping offers neither.

Changes after the first 5 minutes. A confirmed order is handed to our fulfillment center automatically and is being processed within minutes. So the only moment to cancel or change an order is the first 5 minutes after placing it — once they've passed, the order can't be stopped, altered or pulled back, and neither can the address. Email support@hendrano.com immediately with your order number and "CANCEL" in the subject line; the moment your email reaches us is what counts, and every cancellation is confirmed in writing. A request that arrives after 5 minutes isn't a cancellation — including if you've changed your mind, found the blanket elsewhere or are concerned about the delivery time — and is answered with our return instructions: after delivery you can return the item under our Returns & Refunds Policy, at your own cost, to our returns center in the United Kingdom. Check the address on your order confirmation while the window is open: name, street address, apartment or unit number, city, state and ZIP code, plus a phone number the carrier can text. A missing unit number or a transposed ZIP digit is the most common reason a package comes back.

Redirecting a package. Once the carrier has the package, neither we nor they can send it to a different address.

Extending a pickup period. When nobody's home, the carrier may leave a notice or hold the package at a local pickup location for as long as the notification says — a period the carrier sets and that neither you nor we can stretch. Look for the notification (also in spam) the day the tracking shows the package has arrived there.

Free reshipping of a returned package. A package the carrier can't deliver because of an incorrect or incomplete address, or that isn't picked up in time, makes its way back to the carrier's origin facility. That isn't a cancellation or a return. When the package is back at the fulfillment center, the choice is yours: reshipping at cost, or a refund of the order less what the carrier charges for the failed delivery and the return trip.

A refund for a refused package. Turning a package away at the door doesn't cancel your order, and it isn't a return either: the refused package travels back to the carrier's origin facility rather than to our returns center, is often unrecoverable, and a refund can only be considered once it has actually been received back. No longer want the order? Take delivery and use our Returns & Refunds Policy instead.

Shipping Protection

Shipping Protection is an optional add-on offered at checkout, listed as its own line before you pay and never included unless you select it. It covers loss or damage in transit, as described at checkout — if either happens, a replacement comes to you free of charge and the carrier claim is ours to handle. The fee is non-refundable once your order has shipped — including if you later return the order or part of it — and is refunded only when an order is canceled within the 5-minute window.

Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within 2 business days.
Email: support@hendrano.com