How to Send a Video for Product Issues
When you report a product defect, we may ask for a short video to verify the issue and process your replacement quickly.
Video Requirements
-
Length: 10-30 seconds is sufficient
-
Format: MP4 or MOV (not HEIC format)
-
Content: Show the product connected to power and demonstrate the issue
What to Include in Your Video
-
The product plugged in or connected to a power source
-
You pressing the power button or controls
-
The issue you're experiencing (e.g., not heating, not turning on)
How to Send Your Video
Option 1: Email Attachment
Attach the video directly to your email reply. Make sure it's in MP4 or MOV format.
Option 2: Google Drive Link
-
Upload your video to Google Drive
-
Right-click the file and select "Share"
-
Change access to "Anyone with the link can view"
-
Copy the link and send it to us
Note: If we can't access your Google Drive link, we'll ask you to update the permissions.
Why We Need a Video
A video helps us:
-
Verify the issue quickly
-
Process your replacement without delays
-
Avoid unnecessary back-and-forth
Once we confirm the issue, we'll ship a replacement immediately. You won't need to return the defective item.
Contact us at info@heatcape.com