Help Center
Talk to us first — most problems get solved without shipping anything back. If a part is faulty, damaged in transit, or missing from the box, email info@vvkb.com with your order number and a photo. In most cases we ship you the replacement part and the heater stays on your vehicle. We build these heaters ourselves, so the part you need comes off our own line, not from a reseller waiting on a supplier.
Shipping: how long it takes and what it costs
Orders leave the warehouse within 3 business days of payment. Some items ship from our US warehouse and arrive faster; others ship direct from our factory and arrive in about 7–12 days after dispatch. If you need to know which one applies before you order, email us the model number and we will tell you the same day.
Shipping is free on orders over $46. Every complete heater on this site is above that line, so the price you see on the product page is the price you pay at checkout — no freight added at the last screen.
Pick your country from the selector at the bottom of any page to confirm we ship there. If it is not on the list, email us before you order and we will tell you what is possible. Import duty, where your country charges it, is not included in the price and is collected from you by the carrier.
Tracking your order
You get a tracking number by email as soon as your order is dispatched. To check progress at any time, use Track Your Order — enter your order number or the email address you used at checkout.
If tracking has not moved for more than 5 days, email info@vvkb.com with your order number. We chase the carrier from our end; you do not have to.
Returns and refunds
You have 30 days from delivery to start a return. Email us before you ship anything back. For a faulty part, a damaged item, or a missing accessory, we almost always resolve it by sending a replacement part or issuing a refund — without asking you to pay international return freight on a heater.
Returns of an unused, unopened heater are accepted within 30 days in the original packaging. Write to info@vvkb.com with your order number and we will send you the return instructions that apply to your item — do not ship it anywhere before you have them. The full legal terms are in our refund policy.
A heater that has been installed, fuelled and run is no longer resaleable, so it falls under warranty rather than returns. See the next section.
Warranty
Every heater comes with a 1-year manufacturer warranty from the delivery date, covering defects in materials and workmanship. You can extend it at the time of purchase — see the 2-year extended warranty.
To make a claim, email info@vvkb.com with three things: your order number, the error code on the control panel (if there is one), and a short video or photo of the fault. Most claims are settled by shipping you the specific part — a glow plug, a fuel pump, a blower motor — which you fit in place. That is faster than shipping the whole unit across an ocean, and it keeps your vehicle usable.
The warranty does not cover damage from an installation that ignores the manual. Four mistakes account for most of the faults we are asked to look at: a fuel line with an upward loop in it that traps air, an over-long or badly routed exhaust, an air intake sitting closer than 8 inches (20 cm) to a panel, and cutting power to the heater while it is still running instead of shutting it down from the control panel. The last one burns the combustion chamber, because the cooling cycle never runs.
Spare parts: we stock them, and you can buy them
More than 20 wear parts are stocked and listed for sale on this site, years after you bought the heater. Glow plugs, fuel pumps, blower motors, control panels, ECUs, exhaust pipes, silencers, gaskets, fuel filters, overheat sensors and duct hose are all on the heater parts page, each with its own part number.
This is the practical difference between buying from the factory and buying from a reseller. A generic heater from a marketplace usually has no parts channel at all — when the glow plug wears out in year three, the heater is scrap. Ours is a listed item you order like any other product, and the glow plug we sell is a genuine Kyocera silicon nitride pin, not a copy.
If you are not sure which part fits your unit, email info@vvkb.com with the model number from the label on the heater body and we will confirm it before you spend anything.
Error codes and troubleshooting
An error code on the control panel points to one specific fault, and nearly all of them are fixable in your own driveway. Start here:
- Diesel heater error codes E01–E19 explained — what each code means and the fix, for both new and older heaters
- How to use the LCD control panel — settings, timer and shutdown sequence
- Diesel heater repair guide — the common failures and what they cost to fix
- Five things to get right when you install — read this before you drill
For engine block heaters, the questions we get most are answered here:
- How to tell if your block heater is actually working
- How long to leave a block heater plugged in — and why a timer pays for itself
- How to install an engine block heater
Payment
You do not need a PayPal account to buy from us. All prices are in US dollars. Checkout goes through PayPal, and on that page there is a Pay with Credit or Debit Card option underneath the login box — use it and your card is charged directly, with no account to create. Most people who give up at this screen do so because they assume an account is required. It is not.
If your card is declined, or the card option does not appear for you, do not give up on the order — email info@vvkb.com with the model you want and your country. We will send you a direct payment link the same day.
Still need a person
Email info@vvkb.com. We build these heaters ourselves, so the answer comes from someone who has taken one apart, not from a script. Include your order number if you have one, and the model number from the label if your question is about a heater already on your vehicle.
Postal address and phone are on our contact page.
Our policies
- Shipping policy — dispatch time, delivery time, what shipping costs
- Refund and returns policy — the full terms in writing
- Privacy policy
- Terms of service
