FAQs Page
Everything you need to know about shopping at PatioHeatDirect.com — products, pricing, shipping, installation, warranties, and more. Can't find your answer? Contact us directly — we respond fast.
About PatioHeatDirect.com
Who are you and where are you located?
Patio Heat Direct is an online direct distributor of premium gas and electric outdoor patio heaters, operated by ship2user and founded by Dave Hammond — owner/operator based in Mississauga, Ontario, Canada. We serve residential, commercial, and hospitality clients throughout Canada and the USA. Our address is 1525 Point-O-Woods Rd, Mississauga, ON L5G 2X6.
What brands do you carry?
We specialize in two best-in-class brands: IR Energy and Schwank. IR Energy (by parent company SRP, in business 25+ years) manufactures the evenGLO, evenTUBE, The Habanero, and eWAVE lines. Schwank is a premium commercial and residential infrared heater brand. Both are industry-leading products known for quality, durability, and performance.
Why did you launch Patio Heat Direct?
The store was born out of a real personal project. Our founder Dave Hammond spent several years completing a major DIY backyard renovation in Mississauga — a full inground pool restoration, and the design and construction of a custom L-shaped red cedar timber cabana with outdoor kitchen and bar. When it came time to heat the cabana, Dave researched extensively and discovered IR Energy heaters. Impressed by the quality and the gap in the market for a knowledgeable, customer-first online distributor, Patio Heat Direct was launched. We're not a drop-shipper pushing boxes — we're enthusiasts who have personally installed and used the products we sell.
Are you an authorized dealer?
Yes. We are an authorized online distributor for both IR Energy and Schwank. Products come direct from the manufacturer with full warranties intact.
Do you serve both Canada and the USA?
Yes. We ship to both Canada and the United States. Pricing is shown in both CAD and USD — use the currency selector at the top of the site.
What other stores does ship2user operate?
ship2user operates a portfolio of (currently) six specialty e-commerce stores: Patio Heat Direct (patio heaters), Air Curtains Direct (commercial air curtains), Natural Brick and Stone Depot (natural stone thin veneer), Wall SPC (siding and cladding), Natural Stone Hardscaping (hardscaping stone), and High Velocity Outlets (Unico System HVAC).
Products & Selection
What types of heaters do you carry?
We carry a full range of outdoor patio heating solutions:
- Portable Propane (LPG) — freestanding, moveable heaters ideal for decks, patios, and events
- Portable Natural Gas (NG) — freestanding, connected to a natural gas line
- Fixed Natural Gas (NG) — post-mount or floor-mount permanent installations
- Wall/Ceiling Mount (NG & LPG) — overhead infrared heaters for covered patios, pergolas, and cabanas
- Electric — clean, quiet, no-gas infrared heating for indoor/outdoor use
- Accessories and Replacement Parts — covers, igniters, burner tubes, brackets, and more for both IR Energy and Schwank
What is the difference between natural gas and propane heaters?
Natural gas heaters connect directly to your home or building's gas supply line — no tanks to refill, consistent pressure, and lower operating cost over time. Propane (LPG) heaters run off portable tanks, making them flexible and portable, ideal where a gas line isn't available. Most IR Energy models are available in both fuel types. If you're unsure which is right for your setup, contact us and we'll help you choose.
What is infrared heating and why is it better for outdoor use?
Infrared heaters work by emitting radiant heat that warms people and objects directly — similar to the warmth you feel from the sun — rather than heating the surrounding air. This makes them dramatically more effective outdoors where ambient air escapes easily. You feel the warmth immediately without waiting for air to heat up, and wind has far less impact on the experience versus convective (forced air) heating.
What is the evenGLO heater?
The IR Energy evenGLO is a flagship natural gas or propane patio heater available in post-mount and portable configurations. It produces a wide, even pattern of radiant heat making it ideal for open patios and cabanas. The evenGLO is known for its distinctive visual design, silent operation, and reliability. Dave installed two evenGLO fixed post-mount heaters (model E301NUS) in his own backyard cabana.
What is The Habanero heater?
The Habanero (HAB series) is IR Energy's high-output ceiling-mount natural gas infrared heater. It is designed for covered patios, pergolas, and cabanas where maximum heat output is needed from an overhead position. Dave installed a Habanero HAB50 in his cedar cabana kitchen — it is one of the highest BTU ceiling-mount heaters in the IR Energy lineup.
What is the eWAVE heater?
The IR Energy eWAVE is a wall or ceiling-mount electric infrared heater. It's a clean, quiet solution where gas is not available or desired. It produces instant radiant heat with no combustion, no fumes, and minimal maintenance.
What is the evenTUBE heater?
The evenTUBE (ETS series) is IR Energy's tube-style radiant gas heater — a longer, linear profile that distributes heat across a wider linear area. Well suited for garages, covered commercial patios, and larger open structures.
Do you carry Schwank heaters?
Yes. Schwank is a premium European-engineered brand with a strong commercial and residential presence in North America. We carry Schwank heaters, accessories, and replacement parts. Schwank products are well known in the hospitality and commercial sector for long-lasting performance.
Do you sell accessories and replacement parts?
Yes — we carry a full selection of accessories and replacement parts for both IR Energy and Schwank products including covers, burner assemblies, igniter kits, mounting hardware, and more. If you need a specific part and don't see it listed, contact us and we'll source it.
How do I know what size heater I need?
Heater sizing depends on your space dimensions, whether the area is covered or open, ambient outdoor temperatures in your region, and how much of the year you plan to use it. As a general rule, 10 BTU per square foot is a starting point for covered patios in mild climates, but exposed or colder climates require significantly more output. Contact us with your space dimensions and use case — we're happy to make a recommendation.
Pricing & Promotions
Why do you show "List Price" instead of the sale price?
IR Energy and Schwank have Minimum Advertised Price (MAP) policies in place — meaning we are required to display the manufacturer's list price on product pages. However, our actual selling price is lower, and that discount is applied automatically when you add the item to your cart. You will see the reduced price clearly in the cart before checkout. No coupon code required — it's applied automatically.
What is your current promotion?
Our current promotion is 25% off sitewide, applied automatically in cart. This includes:
- IR Energy — Habanero, eWAVE, evenGLO, evenTUBE: 25% off
- IR Energy — Parts and Accessories: 25% off
- Schwank — All Heaters, Parts, and Accessories: 25% off
Promotions are subject to change. Check the Current Promotion page for the latest details.
What if I find a lower price somewhere else?
We aim to offer the lowest all-in cost — not just the lowest product price, but factoring in shipping, service quality, and product expertise. If you find a lower advertised price on the same product from another authorized dealer, contact us and we'll do what we can to earn your business.
Do prices include taxes?
Prices shown do not include applicable taxes. Taxes are calculated at checkout based on your shipping destination.
Do you offer volume or commercial pricing?
For large commercial orders, hospitality projects, or multi-unit purchases, contact us directly at dave@ship2user.com or call (289) 809-6762. We will do our best to accommodate.
Ordering & Payment
How do I place an order?
Browse and add items to your cart on the site. At checkout, the promotional discount will be applied automatically. We accept all major credit cards (Visa, Mastercard, American Express, Discover), Google Pay, Shop Pay, and Diners Club.
Can I place an order by phone or email?
Yes. If you prefer to order by phone or email, contact Dave directly at (289) 809-6762 or dave@ship2user.com. We are happy to assist with product selection and take your order directly.
Is it safe to enter my credit card on your site?
Yes. PatioHeatDirect.com is hosted on Shopify, one of the most trusted e-commerce platforms in the world. All transactions are SSL-encrypted. We do not store or have access to your credit card details.
Can I modify or cancel my order after placing it?
Contact us immediately at dave@ship2user.com or by phone if you need to modify or cancel. Once an order has shipped, it cannot be cancelled and our return policy applies.
Shipping & Delivery
Where do you ship?
We ship throughout Canada and the United States. For international inquiries outside of these regions, contact us directly.
How long does shipping take?
In-stock items typically leave the warehouse within a week, however most equipment requires some lead time, generally ranging from 1 to 4 weeks, and occasionally longer lead time applies. You will usually receive a tracking number once your order ships. Contact us for specifics regarding your order.
How are large heaters shipped?
Larger heaters and equipment ship via freight carrier on a pallet. Freight deliveries are typically curbside — the carrier will bring the pallet to your driveway or building entrance. Inside delivery, lift-gate service, or white-glove delivery can sometimes be arranged for additional cost — contact us to discuss your needs before ordering.
Do you offer free shipping?
Shipping costs are calculated at checkout based on your location and the size/weight of your order. Promotional free shipping offers are advertised on the site when available. Generally, freight is an additional cost.
If my order arrives damaged — what do I do?
Inspect all freight deliveries before signing. If you notice damage to the outer packaging, note it on the delivery receipt before the driver leaves. Contact us at dave@ship2user.com within 48 hours of delivery with photos of the damage. We will work with you to resolve the issue promptly. We cannot provide replacement coverage if product isn't inspected at the time of delivery. For example, if a custom contacts us a week or two after delivery, to report damage, we cannot cover or replace the damaged product; clients MUST INSPECT AND REPORT and issues at the time of delivery.
Returns & Refunds
What is your return policy?
We can accept returns (within 10 days from shipment being received) and will provide a refund of the purchase price plus applicable taxes, provided the product and packaging is/are not damaged or used or installed in anyway.
In most cases, returns are subject to 25% restocking fee.
Installed items and unpackaged items, cannot be returned (for example, protective films removed/unpacked will eliminate our ability to restock/resell an item, therefor ineligible for return).
We do not refund for shipping costs either to or from a customer location.
For full details, see our Refunds & Returns Policy.
How do I initiate a return?
Contact us at dave@ship2user.com before shipping anything back. We will provide a return authorization and instructions. Do not ship items back without prior authorization.
What if I received the wrong item?
Contact us immediately and we will arrange a replacement or refund at no cost to you.
Warranty
What warranty comes with IR Energy products?
IR Energy products are backed by the manufacturer's warranty. IR Energy and parent company SRP have been in business for over 25 years and stand behind their products. Warranty terms vary by product line — please refer to the product documentation included with your purchase, or contact us and we will provide the specific warranty details for the product you are considering.
What warranty comes with Schwank products?
Schwank products are backed by Schwank's manufacturer warranty. Schwank is a well-established brand with a strong warranty and support program. Contact us for specific warranty details on any Schwank product.
How do I make a warranty claim?
Contact us at dave@ship2user.com with your order number, product details, and a description of the issue. We will liaise with the manufacturer on your behalf and guide you through the process.
Does the warranty cover installation errors or misuse?
Manufacturer warranties cover defects in materials and workmanship. They do not cover damage resulting from improper installation, misuse, unauthorized modifications, or failure to follow the product's installation and operating instructions.
Installation & Technical
Do I need a professional to install a gas heater?
Yes — gas appliance installation must be performed by a licensed gas technician or plumber in most jurisdictions. This is both a legal requirement and a safety necessity. Do not attempt to connect a natural gas or propane heater to a gas line yourself unless you are licensed to do so. Electric heaters with standard plug connections are typically DIY-friendly; hardwired electric units should be installed by a licensed electrician.
Do you provide installation services?
We do not currently offer installation services directly. We can provide product documentation, installation manuals, and general guidance to help your installer complete the job. For complex or commercial installations, the manufacturers (IR Energy and Schwank) offer design support and technical assistance — see below.
Where can I find installation manuals?
Installation manuals are included with every product. Digital copies are also available from IR Energy and Schwank directly. Contact us if you need a manual before purchase and we will obtain it for you.
Can I use a natural gas heater with propane, or vice versa?
No — natural gas and propane operate at different pressures and require different orifice sizes. Using the wrong fuel type is dangerous and will void your warranty. Always order the correct fuel type for your application. If you are unsure, confirm with your gas installer what supply line you have before ordering.
Can these heaters be used indoors?
Gas heaters produce combustion byproducts and must be used in well-ventilated or open spaces only — they are not suitable for fully enclosed indoor spaces without proper ventilation. Electric infrared heaters are suitable for indoor use. Always follow the manufacturer's installation guidelines for minimum clearances and ventilation requirements.
What clearances do I need from ceilings, walls, and combustibles?
Clearance requirements vary by model. Always refer to the specific product's installation manual for minimum clearance distances from combustible materials, ceilings, walls, and other structures. Non-compliance can create a fire hazard and will void your warranty.
Why Choose PatioHeatDirect.com
Why should I buy from Patio Heat Direct vs. a big box store?
A few reasons:
- Product expertise — we have personally selected, installed, and used the products we sell. We can provide informed, honest guidance that a general retailer cannot.
- Authorized dealer — full manufacturer warranty, no grey-market risk.
- Direct access to the owner — you are dealing with Dave Hammond, not a call centre. Fast, personal, knowledgeable responses.
- Competitive pricing — we work within MAP guidelines and offer automatic promotional discounts. We aim to offer the lowest all-in cost.
- Selection — we carry the full IR Energy and Schwank lineups including hard-to-find replacement parts and accessories.
How quickly do you respond to inquiries?
We aim to respond to all inquiries the same business day, often within hours. You can reach us by chat, email, phone, or text.
Can I speak directly with someone who knows the products?
Yes — Dave Hammond is the owner/operator and handles customer inquiries directly. Call or text (289) 809-6762 or email dave@ship2user.com.
Contact & Support
How do I contact you?
We offer multiple ways to reach us:
- Chat — use the chat widget on this site for immediate assistance
- Phone/Text — (289) 809-6762
- Email — dave@ship2user.com
- Contact page — patioheatdirect.com/pages/contact
What are your business hours?
We operate as an online business and respond to inquiries throughout the day, including evenings and weekends. Response times during off-hours may be slightly longer but we strive to reply the same day.
I need help choosing a heater — can you help?
Absolutely. That's what we're here for. Tell us about your space — dimensions, whether it's covered, your fuel source, and your climate — and we'll recommend the right product. Reach us by chat, phone, or email.
Who is Debrani Ghosh?
Debrani Ghosh is VP Marketing at ship2user. For marketing and partnership inquiries, contact debrani@ship2user.com.
Still have a question? Contact us — we're happy to help.