Shipping & Returns
All sales are final and there are NO RETURNS.
A 10% cancellation fee will be charged for all orders that have been placed, but that have not shipped from the warehouse (this is to cover for credit card processing fees and etc. that have been imposed after batch settlement). We do NOT tolerate inflammatory behavior, abusive speech and/or behavior from any customer; service will be immediately withheld at our discretion.
We only ship to valid confirmed physical addresses within the 48 contiguous U.S. States, Canada and Mexico (some items are restricted for sale in certain countries and some items do NOT ship to freight/parcel forwarders and/or forwarding services like "WebInterpet", see product details for more information and contact us directly prior to placing your order to check eligibility). Free shipping only applies to items listed as such on their distinctive website product listings. We process orders and ship orders from Monday-Friday on working business days. Saturday delivery options are available for certain items, please check in with us regarding Saturday delivery and freight price for such. Our order cut-off time is 12:30 P.M. EST (Eastern Time). Heavy equipment/part orders requiring to be shipped via LTL Freight placed before 12:30 P.M. are usually shipped out within 1-2 business days. Parts orders are usually shipped out same business day if ordered before order cut-off time. If you need a part right away please leave your concerns or comments in the order "comments" section during the checkout process or Contact Us prior to placing your order to verify availability, holiday schedule, etc.
Freight truck deliveries include curbside delivery with liftgate to residential locations, but NOT business locations (business/commercial addresses receive only curbside delivery). Freight delivery does not include inside delivery under any circumstance. Parts and supplies usually ship via Parcel Ground Service. Heavy equipment and select items ship via LTL freight (EX: heat exchangers, etc.). All shipping charges are non-refundable.
What to do when your order arrives?
Make the driver wait, inspect your item(s) thoroughly before signing any paperwork, because once the Bill of Lading (delivery receipt) is signed, you will own it, even if the signature is from someone else that received it on your behalf. Accept only undamaged item(s)
If an item is damaged on equipment delivery, please refuse delivery for just the damaged item(s) and mark the delivery receipt paperwork as "Damaged", (write which items are damaged and description of damage, please take pictures of all damages prior to the delivery truck leaving). As soon as you have refused delivery for the damaged item(s), contact us immediately within 24 hours of delivery, so freight carrier claims can be filed. Otherwise, we will reject any claims for missing, incorrect, or damaged items if not reported within 24 hours of delivery. We can usually ship out a replacement (once the original item is returned & delivered back to our facilities), but this cannot be done for deliveries that have been signed for and accepted, and/or limited stock items.
If you sign the delivery receipt and then later discover that an item is damaged, missing, or incorrect, the issue is between you and the freight company. You will need to contact the freight company on your behalf and report the damages to their claims department, provide them with your shipment tracking information, and file a claim for any damages or shortages.
How is Shipping Damage handled?
Items that have been damaged during transit/shipping, must be notified within 24 hours (evidence of damage must be submitted through means of pictures, etc.). If applicable, and at our discretion, we may provide a damage credit by means of the freight carrier who shipped the items. Damage credit amounts will be determined by our staff who will assess the damage based on the evidence provided, (this does not mean or guarantee that the total cost of the purchase will be reimbursed). For most shipments, we do NOT insure the total cost of the product. Insurance coverage varies by product. For full shipment insurance coverage, please contact us prior to placing your order (this may result in extra or higher shipping cost). We do NOT accept or provide returns and exchanges for damaged parts and/or equipment.
Items returned in damaged condition or lost during transit back to us, will not receive any credit, even if it is the freight company's fault, because there is no way to determine if the item was damaged initially when we shipped it to you. It is your responsibility to return items to us well-packaged, insured, and with a traceable carrier that can provide tracking services and proof of delivery. If the product is damaged or lost during transit on return, you are responsible for filing a claim with the carrier, and credit will be denied.
If a replacement part is found to be defective, to validate your "defective" claim and process a return for the defective replacement part, a qualified licensed HVAC contractor must have & is required to have installed the part and a receipt from the same installing contractor is required to be provided (along with their Company Letterhead, HVAC License Number, EPA card, Model & Serial Number of the unit(s) work was performed on) stating that the part is defective. Failure to submit the aforementioned receipt will result in denial of any defective claims. If the contractor you hired performs a diagnosis, and it is later found out that the diagnosis was wrong or that the contractor receipt was forged, you will be responsible for the cost of the part, along with all inbound and outbound shipping charges (your "defective" claim, return, & credit will be denied). Inbound and outbound shipping to AC Unit Parts of the defective replacement part(s) will always be the responsibility of the customer. All valid returns are handled electronically, not by phone and all freight charges are non-refundable.