If your order arrives damaged, defective, melted, broken, or otherwise compromised, we’ll help make it right. Please contact our support team with:

• Your order number
• A brief description of the issue
• Clear photo proof of the product and packaging

Once reviewed and approved, we may issue a replacement or refund for the affected item.

Need to cancel your order? Email us as soon as possible before your order ships.

Once your order leaves our fulfillment center, we can no longer cancel it. At that point, the order will need to follow our standard return or support process.

Once an order is in transit, Heat & Sin is not responsible for lost, stolen, or misdelivered packages.

If your tracking shows “delivered” but you have not received your package, please contact your local postal carrier with your tracking number. We also recommend checking:

• Your mailbox
• Front desk or concierge
• Parcel locker
• Building mailroom
• Neighbors or household members

During peak shipping periods or unexpected carrier delays, your order may take longer than expected.

If your order arrives significantly late, you may be eligible for a partial refund depending on the situation.

If we notify you of a delay and you choose to keep the order, the order will no longer qualify for a delay-based refund.