Repair & Support

Quick Troubleshooting Checklist (Before Shipping)

Please review the following before sending in your unit:

  • ☐ Ensure the controller is fully and securely connected to the heating mat (a loose connection may cause blinking).

  • ☐ Check if the controller light is blinking.

  • ☐ Check whether the controller powers on but the mat does not heat.

  • ☐ If the controller does not power on at all, note this in your description.

  • ☐ Confirm whether your unit is still within the 1-year warranty period.

    • If yes, please contact us before shipping for warranty assistance.

Heating Mat Troubleshooting & Repair Policy

When a heating mat is not working properly, the controller indicator can help identify the issue.

1. Controller Light Blinking
If the controller light continues to blink after confirming a secure connection, this almost always indicates a malfunction with the heating mat itself.
Please send the entire unit to our warehouse. Include your full name, contact information, and a brief note describing the issue.

2. Controller Not Turning On or Powers On but Mat Does Not Heat
If the controller does not power on, or if the controller powers on but the heating mat does not get warm, the issue may be with either the controller or the mat.

  • You may send only the controller for repair.

  • Repair fee: $20 for one controller, plus $10 for each additional controller.

Once you receive the repaired controller:

  • If it works properly, no further action is needed.

  • If the mat still does not heat, this confirms the issue is with the heating mat.

3. Heating Mat Repair Fee

  • Mat repair fee: $40

  • This fee will be waived if the entire unit is shipped in.

4. Repair Eligibility
Please note that not all units are repairable. If a unit is determined to be non-repairable after inspection, customers will be notified accordingly.

5. Turnaround Time
Repair turnaround time is 1–2 weeks from the date the item is received at our warehouse.

6. Repair Warranty
All repaired units include a 3-month warranty, effective from the date the repaired item is shipped back to the customer.

7. Repair Shipping Address

Shield Life
11832 ½ Alondra Blvd
Norwalk, CA 90650
Attn: Repair Department

Please contact us if you have any questions before shipping your item.