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Shipping & Returns

Returns Policy

  • Heartway USA charges a 20% restocking fee for ALL returned items. The restocking fee is charged according to the amount on the original invoice. Returned product(s) must be in re-saleable condition as new with original packing box along with all alone accessories.
  • ALL returns must be within 30 days from date of purchase and with an authorized RA #. No return will be accepted after 30 days from the date of purchase.
  • Customer must call Service Dept. to obtain a Return Authorization Number (RA#) before sending any product(s) back to Heartway USA.
  • Do not return units or parts without RA #. Returned units or parts without a valid RA number will be refused, discarded, or returned at the shipper’s expense.
  • Credits will be granted upon receipt and evaluation of the returned product(s). The cost of any repair or replacement to the return item will be deducted from the 80% remaining credit.
  • Custom orders are final sale, non-refundable.
  • If the return(s) is shipped back to Heartway USA by dealer or end-user: 
  1. Customer is responsible for shipping at his/her own expense. 
  2. It must be packaged carefully and clearly marked with RA # so that credit can be processed accurately. Improper Packaging may cause shipping damages to the part or unit being returned, which will affect the amount of credit to be refunded. All damaged parts or units must be replaced and/or repaired at the sender’s expense.
  3. Original shipping charges are not refundable. In case of free shipping item, outbound shipping will be deducted from remaining credit of eligible refund item.

All Returns are shipping to:

Heartway USA
Online Return / RA#_________
5681 Independence Cir
Fort Myers, FL 33912 US 


  • Once the order is placed, you will receive an order confirmation to your email. Orders will normally be shipped within 2~5 days from our warehouse in U.S. if items are in stock. Transit time is from 1~10 days shipping within U.S. Continental. 
  • For expedite shipping, or if you need to receive items by certain date, please contact us prior to placing an order.