FAQ Display

FAQ
(Click on question to reveal answer.)

(1) What payments do you accept?

We accept: PayPal - Visa - MasterCard - American Express - Diners & Discover.
If you are local (Vancouver BC) and picking up an order we also accept cash as well as Visa and Master card. Or if picking up, order online and check the "customer pick up option", you won't be charged for delivery. Let us know when you want to collect the order. Any time)

(2) How secure is your "shopping cart"?

Yes - We use the same encrypted system that banks use. Plus we use HTTPS.

Security Advice: Please check other sites comply with the latest security they should have HTTPS:// and a picture of an unbroken lock indicating secure page. In the browser bar. (Click on the lock to confirm site security)

(3) Are all heat packs the same?

Many of the heat packs on the market today are either ineffective or unsafe. Warm Buddy products combine aromatherapy with moist, long lasting heat which make them a superior heat pack. We have created a wide range of products to assist in comforting a variety of symptoms safely and effectively. The Warm Buddy Company holds a Medical Device Establishment License and products have been clinically tested and proven to treat a variety of medical conditions including stress, pain, insomnia, tense muscles, arthritis and head aches.

(4) What are inside the packs?

A blend of herbs and natural grains. The contents we use have been tried and tested to have a neutral odor and high heat retention. A variety of herbs and essential oils are used including lavender flowers. Different combinations of herbs and essential oils are used in our different product categories.
All Warm Buddy packs are 100% natural. Warm Buddy plush animals are unscented, and contain only 100% pure milled white rice. Warm Buddy therapeutic heat wraps contain natural lavender flowers, peppermint and pure essential oils of eucalyptus, cloves and rosemary. Aromatherapy Eye Pillows and Sleep Masks contain lavender, peppermint, chamomile, and pure essential oils of rose geranium. The warm up animals all have unscented heat packs as younger children are more sensitive to aromas. You can always add oils at a later time
Packs are also available unscented. See below

(5) Can I buy unscented heat packs and heat wraps?

Yes, we have a selection on unscented heat packs available. All our warm up animals come unscented

(6)Should I heat the packs with the cover on or off ?

We suggest heating them with the cover on.

(8) How do I heat a Warm Buddy heat pack?

Always pay attention to the specific heating instructions found sewn on every Warm Buddy product and heat pack:
Microwave heating: Place the pack in the centre of the microwave oven for the prescribed amount of time (heating instructions come attached to every Warm Buddy product). The product is not to touch the side walls of the microwave during heating as product can burn. Some products may have to be folded to allow the microwave's turntable to spin freely. Heating times will vary with the power of the microwave. To prevent heat packs from overheating microwave in 15 second increments, if the heat pack needs to be warmer after the initial heating time, until the desired temperature is reached. Allow heat packs to reach room temperature before re-heating. Do not leave pack unattended while heating. Children should not operate microwave ovens.

(8a) I don't have a microwave, so how else can I heat it?

Oven heating: Completely wrap the heat pack in aluminum foil. Preheat oven to 250 degrees Fahrenheit, and heat for 30 minutes. Do not leave pack unattended while heating. Setting a timer is recommended.

(9) How many times can I use a Warm Buddy heat pack in a day? As some heat packs on the market have limits on how many times it can be reheated in a day.

There is no limit on Warm Buddy products, the only thing we ask is that you either let the heat pack cool to room temperature before reheating or if you want to top up the heat do it in increments of 30 seconds until you reach the desired temperature.

(10) How long do the packs hold the heat?

The Neck Wraps hold heat for 30 - 45 minutes. Body Pillows and Therapy Wraps for 1 hour or longer. Smaller packs should be heated for approximately 30 seconds.

(11) How long should I heat the heat packs for in my animal?

Always read the label attached to the heat pack, if it reads 1 - 2 minutes we suggest starting at 1 minute and if you feel it needs to be warmer reheat in increments of 15 seconds until warm enough. Never go over the 1 minutes total.

(12) What is the age limit for using the Warm up animals?

No age limit ages 1 to 103 enjoy the use of our Warm Up animals, we do however have some guidelines on the use of them:
Warm Buddy Company has been manufacturing the original warm-up plush animals since 1996. Designed to provide natural relief from aches, pain and stress, offering comfort and sleep therapy. Please follow these precautionary measures when using Warm Buddy animals:

This product is not intended for use as a toy
Use only with adult supervision
Do not use unsupervised on children under age 3 years
Do not permit young children to operate microwave ovens
Do not overheat as product can burn
Pack should be replaced upon signs of wear

Here is some information on what makes a Warm Buddy baby animal "Baby safe"

(13) Why is my Warm Buddy damp after I heat it?

Warm Buddy heat wraps release moisture when heated. More moisture is released with longer heating times. This moisture will be pronounced upon the first few heating's. The dampness will decrease after several heating and cooling sessions. Reducing heating times will reduce the release of moisture.
The moisture will not cause mold, the moisture is a natural occurrence with our heat packs, the natural grain contents naturally absorb moisture from the atmosphere. I have used mine for 16years and it still produces a moist heat.
The moisture contents of our heat packs are a defining characteristic of its pain relieving qualities

(14) How do I cool a Warm Buddy?

Place the product in a freezer bag and put in the freezer for 1 - 4 hours, depending on the size of the product and the desired temperature. The plastic bag will preserve the aromatherapy of the product

(15) My Warm Buddy is damp after I heat it?

Because Warm Buddy™ heat wraps contain natural grains they release moisture when heated. This moisture will be pronounced upon the first few heating's. If the dampness is bothersome heat the inner pack separately for the first 5 heating's.
The same applies to the warm up animals, because we don't use any oils in the heat packs there may be a smell of "Rice" this is the natural grain content of the heating pack, like the heat wraps this will disappear after a few heating's.

(16) How do I get my heat pack's aromatherapy (smell) back?

Over time the aromatherapy of any heat pack will decrease. To refresh the scent, sprinkle a few drops of essential oil to the pack after heating. If the product is used for treatment on the eyes, then the oils should be placed in the corner of the pack - to avoid contact with the eyes.

(17) Which essential oils do I use?

A wide variety of essential oils are available. We recommend using pure essential oils. Lavender is commonly used to provide comfort from stress and headaches. Eucalyptus is best for colds. Our Warm Buddy Anti-Stress formula is effective for soothing the symptoms of colds, flu, stress and headaches.

(18) Are heat packs covers and Warm up animals washable?

Most Warm Buddy products have washable covers. This includes all our Spa Wraps, Neck Rolls, Warming Blankets and Body Wraps. Hand washing or gentle machine washing is recommended to prolong the life of fabrics. The inner heat packs are not to be washed.
All warm up animals can be washed in a normal wash cycle (remove heat pack first), air dry or on a low heat in the dryer.

(19) Are Warm Buddy products safe?

Warm Buddy heat packs have been manufactured in Canada since 1996. They have undergone extensive testing with no adverse reactions or reports of any problems to date. Warm Buddy Heat Packs are approved by Health Canada and classified as a class 1 medical device. Warm Buddy heat wraps are safer, and easy to use and conform to the body unlike hot water bottles. They provide a penetrating, soothing, moist heat which is enhanced by the addition of aromatherapy. Under daily use the product can last for many years when used as directed. If the pack should become damaged, or show signs of wear or discoloration discard, and ensure the contents are not ingested (contains milled rice). Warm Buddy plush animals are not intended for use as a toy, and should only be used with adult supervision.

(20) What are your prices in?

All our prices are in Canadian Dollars. Your credit card will be charged in Canadian Dollars.
Then when your order is processed by your bank/credit card company your credit card is debited/charged in your local currency.
For instance if you are ordering from the USA, Your invoice will show the total in Canadian dollars, but your credit card statement will show the total in US dollars based on the current exchange rate.

(21) Do you ship world wide?

Yes we ship to all parts of the world

(22) Do you ship to Australia ?

Yes

(23) Why only tracked parcel option for international ?

We need the tracking details, plus tracked packages give us and you the security of insurance should the package get lost or damaged in transit

(24) What are my shipping costs? And do you offer FREE shipping?

Once you click "add to cart". The shopping cart will open in the page. Check "agree with terms and conditions" then click "Checkout", you will now see a full menu of shipping options, speeds and costs Hope this helps.

Yes we offer FREE shipping. USA on order over 250 Dollars CAD and Canada on orders over 179 Dollars CAD . Total is calculated before taxes if applicable.

(25) Are there any other costs ?

Countries overseas there may be import duties and Europe there may be VAT costs, we suggest you check you local customs first

(26) Who do you ship with?

We use Canada Post and use their shipping module on our e-store which automatically calculates the shipping rate.USPS in the USA. 2010 Canada post have cut there delivery times in some cases by 50%.

(27) Do the Warm up animals have a scent to the heat packs?

No, all warm up animals are unscented as young children are more sensitive to aromas, you can of course add oils to the heat packs, just a couple of drops when the pack has been removed from the microwave, as it is heat that activates the oils.

(28) Can I buy unscented heat packs and heat wraps?

You will see unscented offered on most heat packs.

(29) Are your products natural?

yes, we don't use any synthetics, chemicals everything is natural and we only test on Family or willing friends.
These are designated as an official Health Canada "Medical Device"

(30) How long should I heat the product for?

All our heat times that are printed on the heat packs are all based on the use of a 1000W microwave, so heat times may vary depending on the size of your microwave, if you are unsure just heat the pack in short increments until it is hot, do not exceed the time printed on the heat pack as overheating
can cause the product to burn) pack you will notice the heat pack will be damp, this is supposed to be, as the warm damp heat is what helps penetrate the muscle to help them relax and heal

(31) What is the age limit for using the Warm up animals?

This product is not intended for use as a toy
Use only with adult supervision
Do not use unsupervised on children under age 3 years
Do not permit young children to operate microwave ovens
Do not overheat as product can burn
Pack should be replaced upon signs of wear

(32) How do I know my goods have been shipped?

Along with personally acknowledging receipt of your order we also e-mail you a shipping confirmation. All orders are filled the same day.

(33) How do I know my goods have been received?

As long as the shipment has a tracking number, you will be notified by email once the parcel has been delivered and scanned.

(34) Do you sell in bulk?

Yes. Please let us know if there is another of our products you would like a bulk price on

(35) My warm up animal heat pack got wet or was overheated?

If your heat pack got wet or over heated and the fabric is in good condition, email us for a recovery info sheet

(36) How long will a Warm Buddy last?

With the correct heating and care it should last for many comforting years. I have had my heat pack since 2001 and use it daily, it stil looks like new and still gives a moist heat.

(37) How do I wash my warm buddy?

All Warm up animals can be washed. First remove the inner heat pack then wash the outer cover in a normal wash cycle and dry on low heat.
Heat packs that have a removable slip, these covers can be washed in a normal wash cycle and dried in a dryer, those that don't have a removable cover We recommend spot cleaning.