Warranty

Warranty Policy

Limited Warranty Policy

All of our products are covered by a 2-year limited warranty when purchased through an authorized retailer or directly from our website. A dated proof of purchase is required.

Warranty Term

The 2-year warranty period begins on the original purchase date shown on your proof of purchase.

If a product is replaced under warranty, the replacement item is covered for the remainder of the original warranty period and does not restart or extend the 2-year term.

What’s Covered

  • Defects in materials or workmanship
  • Issues that occur under normal use

What’s Not Covered

  • Damage caused by accident, misuse, or abuse
  • Improper care, storage, or installation
  • Unauthorized modification or repair
  • Normal wear and tear
  • Failure to follow product care and usage guidelines

How to Start a Warranty Claim

Before submitting a claim, we recommend reviewing any applicable troubleshooting steps for your product.

To begin a warranty claim, please use the link below to submit our Warranty Claim Form. This form will collect all required information, including proof of purchase and photos, so our customer service team can review your request as quickly as possible.

Warranty Form

Once your form is submitted, our team will follow up if any additional information needed within 1-3 business days (Monday-Friday). Make sure to check your spam folder!

Troubleshooting (Please Review Before Submitting a Warranty Claim)

Below are our recommended troubleshooting steps for S-Pack Heated Socks, C-Pack Heated Insoles, and Heated Gloves. Many issues can be resolved by completing these steps before submitting a claim.

Manual Reset – S-Packs & C-Packs

  1. Press and hold the power button for 30 seconds (use a timer for accuracy).
  2. Release the power button.
  3. The LED should flash once, then turn off.

Manual Reset – Gloves

  1. Ensure the gloves are charged.
  2. Press and hold the power button on the glove for 15 seconds.
  3. Release the power button.

Bluetooth Reset (S-Packs & C-Packs)

Complete this in addition to the manual reset above.

  1. Delete the Therm-ic app from your device.
  2. Reinstall the app from the App Store or Google Play.

Pairing with the App (S-Packs & C-Packs Only)

  1. Fully charge both batteries.
  2. Ensure Bluetooth is enabled and you have an internet connection.
  3. Open the Therm-ic app and go to “Connect Your Device” (red circle with a “+”).
  4. Press and hold the power button on both batteries at the same time until the LEDs flash slowly, then turn solid. Release the buttons.
  5. The LEDs will now flash rapidly (discovery mode).
  6. In the app, press + to add each battery.
  7. Complete setup until you reach the page showing battery output in columns.
  8. Set the left side to 10 and the right side to 1.
    - The solid LED should be on the left
    - The flashing LED should be on the right

Firmware Update (S-Packs & C-Packs)

  1. On the battery overview page, tap the “i” icon in the circle.
  2. Ensure the batteries are not connected to the charger.
  3. Select “Upgrade Firmware.”
  4. Repeat for the second battery.

Charging (All Heated Products)

  1. Use a 5V / 2A wall charger.
  2. Plug into a reliable wall outlet (avoid laptops or low-power USB ports).

Battery Tips & Tricks

  • Batteries can only be paired to one device at a time (S-Packs & C-Packs). Reset them to pair with a new device.
  • If batteries won’t turn on, plug them into the charger while off, then power them on once connected.
  • For new batteries: fully charge, then drain on high before recharging to help “wake them up” after storage.
  • If in doubt, delete and reinstall the app (S-Packs & C-Packs).
  • Gloves: To isolate the issue, switch the batteries between gloves to determine whether the issue is battery- or glove-related.

Glove Battery Disconnect

  1. Open the Velcro pouch on the inside of the wrist.
  2. Gently pull the red connectors apart to disconnect the batteries.

Note: Gloves do not connect to Bluetooth.

Battery Storage Tips

  • Store in a cool, dry place (68°F–77°F / 20°C–25°C).
  • Avoid storing batteries fully charged or fully discharged.
  • Maintain storage charge between 20% and 80%.
  • Recharge batteries every 3 months during long-term storage.
Warranty FAQs
How long should expect the warranty process to take ?

If you’ve completed the troubleshooting we will respond to you within 24-48 hours (Monday-Friday)

Is there a direct phone number I can call ?

We respond quicker via email! We require a “paper trail” for our warranty claims, and are much more quickly able to help you and track your claims’ progress via email. We do our very best to respond promptly, and appreciate your patience!

Do I need to send my product back ?
  • We do not repair lithium-ion batteries due to liability.
  • If eligible, you do not need to send your product back when receiving a replacement under warranty