Support

Product FAQs

Instructions for programming a new remote with battery

1. When battery is not connected (to load or charger), Push ON and OFF button on battery at the same time, the battery LED shall read A in flashing (means "address" searching), 2. Then push the OFF button on remote, the flashing A in LED display shall be OFF.

To test with the battery and remote are matched there are two ways:

1. Push remote button OFF within 60seconds after match procedure, the LED in battery shall read "F" (means "find or found"). 2. Try the battery on load and use remote to control battery.
Here at Gyde Supply Co. we understand that you may need to return product for fit or functionality reasons. The reason for a return is yours and yours alone and we’ve got your back! If you purchased directly from Gyde Supply Co., you can return any product for a full refund or exchange within 30-days of the purchase by meeting these guidelines:
  1. PRODUCT IS UNWASHED AND UNWORN.
  2. PRODUCT IS UNDAMAGED OR ALTERED.
  3. PRODUCT TAGS ARE STILL ATTACHED WITH GARMENT HANGER.
If the return product does not meet the above guidelines, it will become subject to a 15% restocking fee or shipped back at the owner’s expense. If your Gyde Supply Co. product was purchased through a dealer, please contact that dealer directly for their specific return policy. We cannot facilitate returns without confirmation of purchase from GydeSupply.com. If you desire to return your Gyde Supply Co. merchandise, please contact one of our Customer Service Professionals @ 800.646.5916 with your confirmation number to facilitate the return. RETURN PROCESS: (Continental United States Only)
  1. CONTACT GYDE SUPPLY CO. CUSTOMER SERVICE TO ACQUIRE A RETURN AUTHORIZATION NUMBER (RA#). ALL RETURNS MUST BE PRE-AUTHORIZED BY GYDE SUPPLY CO.
  2. TOLL FREE NUMBER AT 1.800.646.5916
  3. WRITE THE RA# ON THE RETURN MAILING ADDRESS LINE OF PACKAGE.
Ship package back to: Gyde Supply Co. 2305 Soabar Street Greensboro, NC 27406 WE CAN PROCESS MOST RETURNS/EXCHANGES WITHIN 48 HOURS OF RECEIPT OF PRODUCT.

How do I track my purchase?

Navigate to "my account", sign-in and select my purchases. Open purchases en route to you will be displayed with a tracing number to see the delivery progress in near real-time.

How do I contact customer support?

To contact customer support regarding your in warranty or out of warranty Gyde Supply Co. product please call +1.800.646.5916 or email us at support@gydesupply.com.

How warm can my product get?

Both coreheat7 and coreheat12 products have a tested maximum heat output of 135°F.

How long will my battery last?

coreheat7 products using a 2200MAH power cell will deliver heat for 2 hours on LEVEL 4 (100%), 3 hours on LEVEL 3 (75%), 5 hours on LEVEL 2 (50%) and up to 8 hours on LEVEL 1 (25%). coreheat7 products using a 4000MAH power cell will deliver heat for 4 hours on LEVEL 5 (100%), 6 hours on LEVEL 4 (75%), 8 hours on LEVEL 3 (50%), 10 hours on LEVEL 2 (50%) and up to 14 hours on LEVEL 1 (25%).
 
For recall information call 1-877-242-5595.
This is just to indicate that the unit is powered on. The head level is still off. These LEDs will not drain your battery.
No, the APP is powered by your smart phone, not the battery.
No more than any other smartphone application.
Insignificantly. The Thermogauge is a Bluetooth Low Energy unit, which has minimal power draw.
Yes. To avoid excess drainage of the smartphone and battery we engineered this adapter to have a one-way communication system.

Warranty

When you purchase a Gyde Supply Co. product within the United States, the heating elements (Microwire TM) are warrantied for life. Electrical plugs, Connectors, and any solder joints, as well as all materials and craftsmanship are covered by a one year warranty from date of purchase. Batteries and Chargers have a 90 day warranty from date of purchase. Normal wear and tear, and or customer negligence is not covered under the Gyde Supply Co. warranty. All warranties are non-transferable and apply solely to the original purchaser. Proof of purchase must be provided if any warranty claim is to be honored. Shipping costs for all warranty claims are the responsibility of the customer. Gyde Supply Co. products are designed to be powered and controlled by using only Gyde Supply Co. accessories and controllers. Using other manufacturers’ accessories and controllers with your Gyde Supply Co. product will void the warranty. Please call (800) 646-5916 for a Return Authorization. Any products shipped into us without a Return Authorization might result in delays or potential loss of that returned item. Gyde Supply Co. will also extend the same lifetime warranty to the heating elements in Gerbing Heated Clothing Inc (GHCI) products, even though they are entirely different companies. GHCI ceased to exist in 2012. Gyde Supply Co. will also continue to repair any of their products or GHCI products that are out of warranty for a fee. We will not charge any premium to our customers for the repair of their garment; your cost is simply our cost. No mark up. No profit. We will continue to value customer feedback and serve our customers to the best of our abilities. Without you and customers like you we would not be able to build such a great brand, and for that we thank you. Our goal at Gerbing will continue to be producing the best wearable technology while offering unmatched customer service.
Gyde Supply Co. products are engineered to with stand the temperature of speed, however, sometimes the garments you own and love may need a little TLC. Here at Gyde Supply Co. we have developed a simple and affordable repair process. Our industry leading repair team will have your garments heating up and back outside in no time at all! Most repair issues can be fixed for a low fee within a couple business days. Exact price will vary depending on the nature of the repair, so once we have received your garment in house one of our Repairs Specialist will call with an exact quote before they begin the repair process To send your item in for repair, please have the follow the below steps: REPAIR PROCESS:
  1. CONTACT GYDE SUPPLY CO. CUSTOMER SERVICE USING OUR TOLL FREE NUMBER @ 1.800.646.5916.
  2. PLEASE HAVE A BRIEF DESCRIPTION OF REPAIR ISSUE NEEDED ALONG WITH FIRST AND LAST NAME, MAILING ADDRESS, CONTACT INFORMATION, AND CREDIT CARD NUMBER.
  3. ACQUIRE A REPAIR QUOTE NUMBER (RQ#). ALL REPAIRS MUST BE PRE-AUTHORIZED BY GYDE SUPPLY CO.
  4. WRITE RQ# ON THE RETURN MAILING ADDRESS LINE OF PACKAGE
Ship package back to: Gyde Supply Co. ATTN: Repairs Department 2305 Soabar Street Greensboro, NC 27406 WE PROCESS MOST REPAIRS WITHIN 7 BUSINESS DAYS OF RECEIPT OF PRODUCT.
When you purchase a Gyde Supply Co. product within the United Gerbing rechargeable Lithium/NIMH battery packs and chargers are warranted from factory defect for 90 days from the initial purchase. Special care should be taken to prolong the life of your battery. It is import- ant that you charge your battery regularly and that you maintain at least 25% of your battery power when not in use or left idle. Batteries must only be used with products with an amp rating less than the maximum capacity output rating for the battery. Gyde Supply Co. will repair or replace any battery or charger found under normal use to be defective during the warranty period. Our warranty does not cover damage caused by misuse, accident, abuse or improper care.
Gerbing Temp Controllers and electrical components of Accessories are warranted from factory defect for one year from the date of the initial purchase. Any alteration of the product voids the warranty.