Help Center

Select the appropriate size and/or colour of your desired product and place it in your personal shopping cart by clicking on the "Add to cart" button. You can change this selection at any time until you submit your order by clicking on the shopping cart icon in the upper right corner of the online shop. You can also redeem promotional codes and vouchers in the shopping cart. By accepting the terms and conditions and clicking on the "checkout" button, you will be taken to the next ordering step.

Yes, you are welcome to send us an email at shop@lenzproducts.com with your desired products and delivery address or order by phone at + 43 (0) 5572 581 43-22. After you have entered your order, we will send you a payment link by e-mail where you can select your desired form of payment. After receiving the payment, we will send your delivery.

No, there is no minimum order value.

If your desired item is sold out, you can register for the availability notification. To do this, simply click on "Notify if available" and then you can register with your email address. You will then be notified by mail when the product is available again.

If you have a discount code and would like to redeem it, you can simply enter it in the "Discount Code" field during the shopping cart process and then click Apply. Then your discount will be displayed and deducted immediately.

After we receive your order, we immediately start processing your order. Therefore, a change afterwards is unfortunately no longer possible. However, you can return your order to us within 14 days of receipt.

After we receive your order, we immediately start processing your order. Therefore, a cancellation after the fact is unfortunately not possible. However, you can return your order to us within 14 days of receipt.

Unfortunately, we cannot reserve the products in your shopping cart due to high demand. If the stock of a product in the online store changes, for example due to purchases by other customers, it may be that a product is no longer available. For this reason, the item will then be removed from your shopping cart.

If you are located outside the EU, you will not be able to add your products to the shopping cart, as we only supply countries within the EU.

No, from outside the EU you can not add goods to the shopping cart and therefore can not order. However, if you have a delivery address in the EU, you are welcome to contact us and we will organize the order for you manually. Either by mail at shop@lenzproducts.com or by phone at + 43 (0) 5572 581 43-22

You would like to try and buy our products in the sports store you trust? You can find all stores that have our products in their assortment in our Store Finder.

We offer the following payment methods in our store: Credit Card, PayPal, Shop Pay, Apple Pay, Google Pay and Bank Transfer.

We reserve the right not to offer the payment option on account. We ask for your understanding in this matter.

If you have problems with payment, you are welcome to contact us directly by mail at shop@lenzproducts.com or by phone at + 43 (0) 5572 581 43-22.

You can see the delivery times for the different countries here

You can see the shipping costs for the different countries here

After we have handed over the package to the parcel service provider, you will receive an email from them with your tracking number.

If you are not present at the first delivery attempt, either another delivery attempt will be made or your package will be stored at a post office/depot. You will usually receive a notification that a delivery attempt has been made and how to proceed to receive the package. Note: Please also check if delivery has been made to a drop-off location you specified.

If you notice any transport damage upon receipt of the goods, please note it on the shipping documents and have it acknowledged by the delivery person. Afterwards, please send us a message via the contact form here. If you notice a shipping damage only after the fact, please also inform our customer service via the contact form here and describe the damage as precisely as possible. We will then discuss the necessary steps with you. Note: Please keep the damaged package for a possible appraisal until the case is finally clarified.

After you have sent your order in the online store, we immediately start processing your order. Therefore, a subsequent change of the delivery address is unfortunately no longer possible.

We are sorry that we have delivered an incorrect item. We ask you to inform directly our customer service via the contact form. We will then discuss the necessary steps with you.

We are sorry that we have not delivered the order complete. We ask you to inform directly our customer service via the contact form. We will then discuss the necessary steps with you.

Only deliveries to GLS parcel stations in Austria are possible. Otherwise, deliveries to parcel stations or PO boxes are not possible!

No, from outside the EU you cannot add goods to the shopping cart and therefore you cannot order. However, if you have a delivery address in the EU, you are welcome to contact us and we will organize the order for you manually. Either by mail at shop@lenzproducts.com or by phone at + 43 (0) 5572 581 43-22

Yes, you can specify the shipping and billing address at checkout. They can also be different.

Please carefully pack the desired items in the original package or other sturdy box. Then request a return label via the contact form here and stick it on the box. You can drop off the return at a parcel station, in a parcel box or to the delivery person of the shipping service provider free of charge. When we have received and inspected your return, we will send you an email with credit information. The credit amount will then be refunded to you via the payment method used when you placed your order. Detailed instructions on our returns process can be found here.

Within 14 days after receipt of the order, you can return unworn and originally packaged items, within the EU, free of charge to us.

If you do not like an ordered item or it arrives damaged, you can return it to us free of charge within 14 days of receipt, within the EU. Please understand that it is unfortunately not possible to return items that have already been worn.

Returning products from your order is free of charge for you within the EU. You can find all information about the return process here.

Please understand that a return of already used items is unfortunately not possible.

Request a return label via the contact form here, we will send it to you by mail afterwards.

We are sorry that we have delivered an incorrect item. We ask you to contact directly our customer service via the contact form here

We are sorry that we have delivered a defective item. We ask you to contact our customer service directly via the contact form here. We will then discuss the necessary steps with you.

We are sorry that we have not delivered the order completely. We ask you to contact directly our customer service via the contact form here.

After you submit your order in the online store, we immediately start processing your order. Therefore, a subsequent change of size is unfortunately no longer possible. However, within 14 days of receiving your order, you can return unworn and originally packed items to us free of charge and exchange them.

The credit amount will be refunded to you via the payment method used when placing the order. Detailed instructions on our returns process can be found here.

To create a customer account, simply click on the male icon on the top right of the desktop and then you can create a new account.

If your login as a registered customer fails, it may be due to the following reasons: 

• the entered e-mail address is incorrect
• the password entered is not correct

If you have forgotten the password, you can reset your password and set a new one using the "Forgot password" function.

If you click on "View address" and then "Change address" in your customer account, then you can change all your personal data.

If you want to delete your account permanently, please inform our customer service directly via the contact form. We will be happy to delete the account for you permanently and irrevocably.

You would like to be informed regularly about current trends and offers? Then register for our newsletter! On the homepage of our online store you can enter your e-mail address and the desired language in the lower area.

It's a pity that you no longer want to be informed about current trends and offers. In each newsletter you have the option to unsubscribe by clicking on the "Unsubscribe" link. Or you can click here.

Our heated products have a sewn-in heating element. This is powered by a battery, which can be attached to the product by snap fasteners.

Heat Socks: The heated socks feature the patented ToeCap® heating element, which heats the toe box evenly from above and below. This fights the cold where it originates: at the toes.

Heat Gloves: In the heated gloves, the FingerCap® heating element is located on each individual finger. Thus, all fingers and the thumb are individually heated from above and below.

Heat Vest 1.0: The Heat Vest 1.0 has two large heating elements, one on the left and one on the right, extending from the kidneys to the lower back.

Heat Vest 2.0: The Heat Vest 2.0 is heated by flexible heat pads. Thanks to the flexible Velcro system, the Heat Pads can be placed exactly where the heat is needed.

Heat Pants: The heating elements of the Heat Pants are located in the front thigh area and heat its upper side.

Heat Sole 1.0/2.0: The heating element on the Heat Soles is located in the front area of the sole and heats the front foot area (ball of the foot).

All our Heat Socks have the same heating element. Thus, the heating power is the same for all models. The socks differ in their design, composition and padding:

Heat Socks 4.1 ToeCap®: with 10% merino wool, regular fit, padding throughout the footbed.

Heat Socks 5.1 ToeCap® regular fit: material mix with merino wool and silk, regular fit, padding in toe and heel area as well as in shin and fibula area

Heat Socks 5.1 ToeCap® slim fit: material mix with merino wool and silk, slim fit, padding in the toe and heel area as well as in the shin and fibula area

Heat Socks 6.1 ToeCap® Merino Compression: compression socks with merino wool, very thin design, padding in toe and heel area

All our Heat Gloves with the designation "Finger Cap" have the same heating element, which heats each individual finger from above and below. Heat Gloves from the 4.0 and 5.0 model series have a heating element that only runs over the back of the hand and the back of the fingers, the fingers are only heated from above.

You can find the size chart for each product under the item "Size chart". You can find an overview of all products here.

HEAT SOCKS

wash at 30 ° on gentle cycle

spin with maximum 600 revolutions

air dry

DO NOT hand wash

do not wring out

do not tumble dry

Do not boil

do not bleach

do not iron

do not dry clean

remove lithium packs before washing

wash socks in the supplied wash bag

HEAT VESTS & HEAT PANTS & HEAT BANDAGE

may be washed at max. 30 ° on gentle cycle

bleaching is not allowed

do not tumble dry

do not iron

NO hand wash

professional textile care is not possible

close the zipper of the vest before washing

close the Velcro fastener of the bandage before washing

remove lithium packs before washing

do not wring out

HEAT GLOVES & HEAT PADS

heat gloves and heat pads are not washable

for optimal drying of heat gloves we recommend our space dryer 1.0 or space dryer 2.0.

Heated textiles should not be used by persons who have reduced physical, sensory or mental capabilities. Persons who cannot perceive heat or cold properly (e.g. diabetics, people with disabilities, etc.) or have impaired skin sensation should seek medical advice before using heated textiles.

The products have the optimum effect when they are already switched on at the lowest level when leaving the house. It is crucial that the body never cools down. If the body is already cooled down, then the heated textiles can no longer warm it up. Therefore, ideally use the products on the lowest level from the beginning and increase the heating power if necessary.

In the case of heated socks, please note that damp or cold shoes can significantly affect the sensation of warmth.

If you are still of the opinion that the heatable products are not warm or not warm enough, we would kindly ask you to contact one of our service partners.

They will check the heating function of the products using standardized measuring methods.

Note: the primary aim of our heatable products is to prevent the extremities from cooling down.

Heating table Heat Socks

Heating table Heat Vest, Heat Gloves, Heat Pads, Heat Pants

Heating table Heat Sole 1.0

Lithium Pack rcB 2000:

charging time 8-11 hours

Lithium Pack rcB 1800:

charging time 7-9 hours

Heat Pack / Lithium Pack rcB 1200:

charging time 5-7 hours

Lithium Pack Insole rcB 1200:

charging time 5-7 hours

Important: Please check the technical specifications when charging the Lithium Packs e.g. with a powerbank. Depending on the technical specifications of the powerbank, the charging times may differ from those stated in the user manual.

The flashing of the middle LED (every 2 - 3 sec.) signals the stand-by mode of the lithium pack. If you want to switch off the flashing during stand-by mode, you can activate the "LED OFF" function before exiting the Lenz heat app. After exiting the Lenz heat app, the LEDs on the lithium pack no longer flash. Nevertheless, the lithium pack automatically switches to power-off mode after the time specified in the operating instructions. The LEDs can be switched on again via the Lenz heat app or the LEDs flash again as usual during the charging process.

Batteries with production code* up to "21xx".

Make sure that no heat sock/vest/bandage/gloves or charger is connected to the lithium packs. 

Make sure that the Lenz heat app has been fully and properly closed on your smartphone and that there is no active connection via Bluetooth to the lithium packs.

Make sure that the lithium packs have no other active connection to or with Bluetooth compatible devices (BLE devices) in the vicinity. 

Press the function button on the lithium pack and switch the lithium pack to stand-by mode again. 

Batteries with production code "22xx" and higher

The flashing of the middle LED in stand-by mode has been deactivated.

The production code is located on the back of the lithium pack and consists of four digits. e.g. "2107".

All lithium Packs can be controlled manually at the push button. rcB lithium packs can also be controlled via Bluetooth using the Lenz Heat App.

Before storing, discharge the lithium packs and half-charge them again (see instructions for use) - DO NOT FULLY CHARGE! Store lithium packs switched off and disconnected from the charger. In case of long-term storage, we recommend discharging and half-charging the lithium packs every 6 months. Proper storage of lithium packs can maximize battery performance and life.

» Instruction download (DE)

» Instruction download (EN)

» Instruction download (FR)

Please contact the airline for this. Most airlines have a limit of 100Wh per person. The Lenz lithium pack rcB 1200 Accupack has 8.88 Wh, the Lenz lithium pack rcB 1800 Accupack has 13.32 Wh and the Lenz lithium pack rcB 2000 Accupack has 14,80 Wh.

Please completely charge and discharge the lithium packs three times. After that, experience shows that an improved capacity should be achieved. If this is not the case, please contact our service center.

If the charging process does not start automatically after plugging in, please press the On/Off button on the lithium pack to start the charging process. The charging process and status can be monitored using the constantly illuminated LEDs on the lithium pack (not for the heat packs). The charging indicator lights up red during the charging process. When the lithium packs are fully charged, the charging process is automatically terminated and the charging indicator switches back to green or green - red flashing. The exact charging process is also described in the operating instructions. The lithium packs can also be charged via a USB power bank using the USB charge cord supplied. Important: Please check the technical specifications of the power bank! Depending on the technical specifications of the powerbank, the charging times may differ from those stated in the user manual.

The lithium packs must not be used in or under water.

Objects made of metal such as the avalanche shovel, probe, drinking bottle and also heated gloves can influence electromagnetic fields. The technology used in Lenz heating products complies with all applicable and legal guidelines. 

The usability of the Lenz product in the vicinity of other sensitive electronic products (e.g. avalanche beacons, etc.) must be clarified with the manufacturers of these other devices.

3 x 2 pieces of colored rubber bands are included with each lithium pack. These can be used to help identify multiple lithium packs that are paired with the Lenz heat app. For example, the lithium packs for the heat socks and the heat vest can be color coded. The rubber bands are placed in the middle of the lithium pack so that they cannot slip. Furthermore, the lithium packs can also be marked per person, e.g. if several people in a family use lithium packs.

Primarily, the charging indicator on the charging cable must be observed! This indicator determines whether the battery pack is fully charged or not. The charging indicator lights up red during the charging process. If the lithium packs are fully charged, the charging process is automatically terminated and the charging indicator switches back to green or green - red flashing. Please note that the charging time may also depend on the USB source (e.g. USB port on notebook or powerbank). We recommend using USB power supplies with at least 1A output current in order to comply with the specified charging time.

There is no additional display of the LEDs on the battery pack here. The charging indicator on the charging cable must be observed here. This indicates whether the battery pack is fully charged or not.

To activate storage mode, the batteries must first be completely discharged. The batteries are then placed in the charging box and the on/off button (also explained on the underside of the charging box) on both batteries is pressed for 3 seconds. The batteries will then charge to 50%

When storage mode is reached, the LEDs switch off and the batteries can be stored for up to 6 months.

The batteries must be placed in the charging box to activate fast charging mode. For both batteries, the on/off button must be pressed for 1 second (explanation also on the underside of the charging box). If the quick charge mode is activated, the LED lights on the batteries will light up faster than before.

Please note: A power supply unit with at least 2 amps/2000 milliamps is required for fast charging mode.

If the 3rd LED light on the battery flashes, then our integrated temperature monitoring system has been activated. For safety reasons, the battery packs must not be charged or stored outside the permitted ambient temperature of +10°C to +30°C.

Yes, the charging box can be supplied with any USB-C cable. Attention: the charging time varies depending on the power supply used - we recommend a power supply with 2 Ampere/2000 Milliampere

Yes, the push-button chargers can also be used for the new generation of batteries.

Here is a short video on how to connect the Lithium Packs to the smartphone: Pairing Video

In the Bluethooth settings, you can check which devices the smartphone is connected to via Bluetooth (speakers, smart home, smartwatch, hands-free device, etc.). 

Most smartphone manufacturers allow a maximum limited number of simultaneously paired devices, which is often 6 to 10**. 

If this number is exceeded, the lithium packs cannot be connected to the smartphone. It is necessary to remove some devices that are connected with Bluetooth. 

Afterwards, the connection of the lithium packs can be started again. Often a device reboot is also required or helpful after devices have been removed or added.

**There are also exceptions, such as Huawei Lite devices, which sometimes only accept 3 simultaneously paired devices. Unfortunately, this depends on their device hardware or software.

The Lenz Body Heat app is available for free in the Apple App Store or the Google Play Store.

• Batteries are dangerous goods, so proper care and storage is very important
• You will receive important information about the correct battery storage automatically and free of charge via newsletter
• You will receive important information on the correct care of batteries during the summer months, automatically and free of charge via newsletter
• You will immediately receive information about new functions in connection with the Lenz Body Heat App
• You will immediately receive information about the latest updates to the firmware of the rechargeable batteries.

Some automatically generated emails end up in the SPAM/JUNK folder at various mail providers. Please check there if you can find the registration email. Since e-mail providers also work with so-called "blacklists" and do not display certain e-mails at all and also do not move them to the SPAM/JUNK folder, it may be that the registration e-mail does not reach you or reaches you with a time delay. Otherwise, please try to press "Resend registration email" in the menu item "My profile" at the very bottom and make sure that the email address has been entered correctly. If the above points do not help, please use an alternative email address when registering.

Requirement of the smartphone for the use of the Lenz Body Heat app:

Android version as of 4.1 or iOS as of 11.0

Bluetooth 4.0 (SMART Ready)

Location permissions is a mandatory requirement of the Android operating system. If the location permission is deactivated, the Android operating system unfortunately does not allow connections to products that use Bluetooth Low Energy for wireless communication. This is a requirement of the Android operating system that unfortunately cannot be circumvented. However, no location data is collected or stored by the Lenz heat app. The data that is collected by Lenz is listed in the privacy policy of the Lenz heat app.

Important: Only applies to Android devices, under iOS this authorization is not necessary!

The following functions are available in the Lenz Body Heat app:

 - Checking the charging status of the battery

 - while only three heating levels are available directly via the Lithium Pack, up to nine levels can be selected via the app

 - Interval heating to optimize battery life (e.g. 10min heat, 5min break) / Important: The app must not be closed or terminated

 - Heating products can be controlled individually (e.g. left sock level 4, right sock level 9)

 - Switch off LEDs

Up to 12 Lihtium Packs can be paired simultaneously via the Lenz Body Heat app. For example, if you want to control your own socks and your partner's socks with just one smartphone, you can. To do this, you simply need to pair your partner's Lithium Packs to another product, e.g. gloves.

Please check your energy saving settings and high performance mode settings on your smartphone. The Lenz Body Heat app must not be restricted here or shut down in the background after a certain time.

The red Heat Packs cannot be paired with the smartphone as they are not bluetooth enabled.