You're browsing our International Store. Switch to the COUNTRY NAME to see pricing and availability.
Do you want to switch stores?
Other Links
  • Learn
  • Collection
  • Help


  • Design Resources
  • Featured Articles


  • Collection


  • Contact
  • Customer

The most frequently
asked questions


Show Filters Hide Filters
Sort: Date
  • Date
  • Featured
  • Alphabetically
  • Topic
  • Maintenance
  • Warranty
Showing 12 results for the selected filters. Reset Filters

How can I track my order?

Once your order has been dispatched, you will receive an email including a copy of your invoice and tracking information. Please follow the instructions within the email to track your order.

If I purchased from a retailer, can I contact MAD Design Group directly for warranty?

It is best to contact the retailer where you made your purchase. The retailer will help you resolve the issue or submit the warranty claim on your behalf.

What if I have modified the product?

If the product has been modified or altered in any way, it will not be covered under warranty unless the modifications were approved in writing by MAD Design Group. However, we are happy to provide assistance with any issues you are experiencing.

Can I return my product without the original box and accessories?

In order to be fully covered under warranty, the product must be returned in its original packaging with accessories. If any items are missing, or if replacement packaging must be provided, the associated costs will be deducted from the credit or refund.

Do I need to service my product in any way?

Yes, normal maintenance and care is very important! Instructions are included in the Installation, Operating and Maintenance Manual supplied with your product.

How to update your billing and shipping addresses?

Open your Account and click Addresses. If you have an address you can click the Edit option. If you don't have an address you're gonna be prompted to add one.

Which heater model is the best for me?

This depends on the installation environment. If you own an open terrace, where sometimes the wind is blowing, we highly recommend only the SPOT power heatres.

But if you want to heat your glass house, conservatory or loggia, we entrust the ambient heaters VISION to you. These perfectly match well covered areas.

A rule of thumb is: The more open the area the more open the heater has to be – even if the other model looks nicer and is pleasing you more.

What are the ingredients of e-NRG ethanol?

e-NRG is pure alcohol, made from a blend of 92% ethyl alcohol (ethanol) and 8% isopropyl alcohol (isopropanol).

Can e-NRG be used to make a disinfectant solution?

Following the CDC guidelines, e-NRG can be mixed with water (70% e-NRG / 30% water). Sanitizing solutions can be used to disinfect high touch surfaces such as tables, doorknobs, countertops, handles, faucets, and more.

WARNING: Please note that many household products including those with an alcohol base such as e-NRG are flammable and should be kept away from all sources of ignition. Limit its use to small surface-areas and use in well-ventilated spaces only. Do not allow mixture to come in contact with skin or eyes.

Do you offer bulk purchases for the commercial production of sanitizer?

Yes, please contact our National Sales Manager, Chris Alvarez at (310) 592-3326 or email [email protected]

Can e-NRG ethanol be used to make a hand sanitizer?

Commercially, ethanol alcohol and isopropyl alcohol are used to make hand sanitizer. However, the FDA does not recommend consumers making their own hand sanitizers and neither do we.

Is the warranty the same length for both residential and commercial?

Yes, the warranty is 2 years from the date of purchase for both residential and commercial installations.

or Press Space Bar