Service Centre

At Polar Pal, we believe good equipment should be backed by more than a box and an instruction manual. That’s why our customers have access to detailed troubleshooting resources, available replacement parts, a solid warranty program and practical service options when additional assistance is needed.

Polar Pal heaters are designed for straightforward operation and low-maintenance ownership. Many common questions can be resolved quickly using our manuals and online resources. If an issue requires further attention, our team will review the details and help determine the most appropriate next step.

WHAT WE PROVIDE

  • 30-Day Workmanship and DOA Coverage
  • 1-Year Limited Parts Warranty
  • Detailed Online Troubleshooting Resources
  • Available Replacement Parts
  • Heater Exchange Options for Approved Claims
  • Post-Warranty Service Options, When Available

GETTING THE QUICKEST ANSWER

Before submitting a support request, visit the Polar Pal Troubleshooting Guide.

The guide covers common error codes and questions involving power, fuel delivery, airflow, setup and heater operation. Following these steps may provide a quick solution without requiring replacement parts or sending the heater in.

If the issue continues, we’re happy to review it with you.

HOW OUR SUPPORT PROCESS WORKS

1. Tell Us What’s Happening

For a suspected defect or warranty issue, complete the Warranty Claim Form on our Returns & Warranty Policy page.

For general questions, replacement parts or post-warranty service, use our Contact Form.

2. Provide the Important Details

Please include your order number, heater model, serial number, error code and a clear description of the issue. Photographs or videos of the heater and complete setup may also be requested.

Starting with this information helps our team provide a more useful response without repeatedly asking for additional details.

3. We’ll Review Your Request

Support requests are reviewed in the order received. We aim to provide an initial response within 3–5 business days. During peak winter periods or unusually high service volumes, additional time may be required.

Support begins through written communication so our team can properly review the information provided. A phone call may be scheduled when it would help move the process forward.

4. We’ll Recommend the Next Step

Depending on the issue and applicable warranty coverage, the recommended solution may include:

  • Additional setup or troubleshooting guidance
  • An approved replacement part
  • Return of a component for inspection
  • Return of the heater for inspection or repair
  • A paid service option
  • A warranty-approved heater exchange

Our goal is to find a practical solution based on the specific issue rather than requiring every heater to be sent in.

WARRANTY SUPPORT

30-Day Workmanship and DOA Coverage

If a new heater has a verified workmanship defect, shipping-related defect or Dead-on-Arrival issue within the applicable 30-day period, Polar Pal may provide replacement parts, repair, heater exchange or another appropriate solution.

Standard shipping costs for approved claims are covered according to our Returns & Warranty Policy.

1-Year Limited Parts Warranty

During the applicable one-year warranty period, approved replacement parts are provided at no cost. Shipping and send-in service costs may apply after the initial 30-day period.

All claims are subject to review and verification. Complete coverage details are available in our Returns & Warranty Policy.

HEATER EXCHANGE OPTIONS

When an approved warranty issue cannot be resolved efficiently with troubleshooting or replacement parts, Polar Pal may determine that a heater exchange is the most practical option.

If an exchange is approved, we’ll provide clear instructions for receiving the replacement and returning the original heater. Eligibility, shipping responsibilities and return requirements will be confirmed before the exchange proceeds.

POST-WARRANTY PARTS AND SERVICE

Replacement parts and troubleshooting resources remain available after the warranty period has ended.

Depending on the heater model, nature of the issue, parts availability and current service capacity, paid inspection or repair services may also be offered. When send-in service is available, we’ll provide an estimate before approved repair work begins.

RETURN AND SERVICE LOCATION

Calgary, Alberta

Our location currently accepts shipped heaters only. Walk-in and unapproved drop-off service is not available.

Please wait for authorization before sending a heater. This ensures that we’re prepared to receive it and that you have the correct shipping and preparation instructions.

All returned heaters must be completely cooled, fully drained of fuel and securely packaged before shipping.

IMPORTANT INFORMATION

Polar Pal heaters are designed for recreational and outdoor use. Support requests are handled during normal business operations and are not an emergency service.

While we work to review every request as efficiently as possible, same-day diagnosis, repair or replacement cannot be guaranteed. Customers should maintain an appropriate backup source of heat whenever an interruption could create a safety concern.

Warranty eligibility depends on proper installation, operation and maintenance. Damage caused by misuse, unauthorized modifications, unsuitable power, improper fuel or operation contrary to Polar Pal instructions may not be covered.

Service and turnaround times vary based on seasonal demand, issue type, parts availability and shipping times.