FAQ
General Inquiries
Where are your parts sourced from?
At Wano Co, we work closely with Gardensun, the manufacturer that is responsible for producing the heaters that you see at big box stores such as Home Depot, Lowe's, Menard's, etc. They are sold under brand names like Hampton Bay and Master Forge.
Are you parts original or aftermarket?
All of our parts are from the original manufacturer. They are the exact parts that come with your heater right out of the box and are guaranteed to fit for the model numbers that are specified under those brands.
I have trouble with my Amazon order, are you able to help me here?
If you have any issues regarding an Amazon order, please go on ahead and use the Contact Us form and include your order number. We would love to rectify any issues you may have with your order.
What payment methods do you accept?
We accept various payment methods including major credit cards (Visa, MasterCard, American Express), debit cards, and PayPal. We also offer other payment options depending on your location, such as Apple Pay and Google Pay.
Do you offer wholesale or business discounts?
We most certainly do offer a better price on larger scale orders. Please contact us personally and we will have an agent reach out to you regarding this inquiry.
How can I find the right parts for my patio heater?
To find the correct parts for your patio heater, refer to the model number of your heater, which is usually found on a label or sticker on the unit. You can use our website’s category sorting by how your heater looks or browse through categories like “Burners,” “Thermocouples,” or “Glass Tubes.” If you need assistance, our customer service team is available to help you identify the right parts.
How do I know if a part is compatible with my patio heater?
Each product page includes detailed specifications and compatibility information. Ensure the part you’re interested in matches the specifications and model requirements of your patio heater. If you’re unsure, contact our customer service team with your heater’s model number, and we can assist you in verifying compatibility.
How can I get technical support for installing parts?
We provide installation guides and resources for many of our parts on our website. If you need further assistance, our customer service team can offer guidance or recommend professional services. For specific installation advice, please refer to the manufacturer’s instructions included with the part.
Shipping
How long will it take to receive my order?
Delivery times depend on the state you are located in. Our orders are processed same day before 11pm PST. Standard shipping typically takes 5-7 business days on average. As we are based in California, the closer you are, the faster it will be.
Can I track my order?
Yes, once your order has been shipped, you will receive a tracking number via email. You can use this tracking number to monitor the status of your shipment through our carrier's tracking system.
What should I do if my order is delayed?
If your order is delayed, please check the tracking information first to see if there are any updates from the carrier. If you still have concerns, contact our customer service team for assistance. We’ll help you resolve any issues with your shipment.
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us as soon as possible at 855-885-5858. We can update the address if your order has not yet been processed. Once an order is in transit, we may not be able to make changes.
What happens if my order arrives damaged or is missing items?
If your order arrives damaged or if there are missing items, please contact our customer service team immediately. We’ll assist you in resolving the issue, which may include arranging a replacement or issuing a refund.
How do I return an item?
If you need to return an item, please refer to our return policy for detailed instructions. Typically, you’ll need to request a return authorization, package the item securely, and ship it back to us. Once we receive the returned item, we’ll process your refund or exchange as per our policy.
My package is not delivered.
If your package is lost during the delivery process, please contact us and let us know as soon as possible. We will handle the issue and find a solution so that you can receive the package as soon as possible. However, if our shipping carrier attempts delivery to your destination but you don’t get it for not being present, putting in the wrong address, or moving without notifying us, the package may be returned to our warehouse, and it will be the buyer’s responsibility to pay the re-shipping fee.
Do you offer international shipping?
Yes, we offer international shipping to select countries. Shipping costs and delivery times for international orders will vary based on your location. Please contact us to place an order for international.