Weekday, ground shipping is provided at no charge to our customers. Lift-gate service is provided at no cost for all heating and air conditioning systems, though it is subject to availibility by the carrier servicing your market.
For smaller products, we use standard shipping carriers – such as FedEx and UPS. Shipments are always insured and tracking numbers are provided to customers by email when the order ships.
Larger products require freight curbside delivery. Shipment times are average, but shipments to remote locations, shipments during the winter holiday season, and cases of extreme weather may exceed the estimated shipment times.
All shipments require delivery signature.
Orders placed by 12 p.m. CT, Monday through Friday, are normally shipped within 1 to 2 business days. Items ordered on weekends (Saturday or Sunday) start to process and ship the following Monday. Some items may be placed on backorder. A few extra days may be required for back ordered items to ship. Shipping transit times start once your order leaves our warehouse. We highly recommend not to schedule your installation/replacement with your HVAC installer until you have received your product, as this can avoid any possible additional charges. Since we are relying on third-party carriers for shipping, delays may occasionally occur, which are unfortunately out of our control.
Shipping transit times are not guaranteed and may vary depending on your delivery address. The lift-gate service is recommended on all our orders that contain heating and air conditioning equipment; however it is subject to availability within your local freight carrier.
Once your order arrives, make sure to inspect each and every item on the pallet. Count the number of items (boxes) on the shipment. Make sure that your count matches the count printed on the delivery receipt before signing for your delivery.
Missing items or incorrect items that were noted on the delivery receipt must be reported within 24 hours of receiving your order by contacting our customer-service department at email@example.com or 855-444-9455. We reserve the right to reject any claim for a missing item if not reported within the 24-hour period.
After taking count of the pieces on your shipment, remove wrapping or boxes and inspect each item of equipment thoroughly in front of the driver. Do not sign the delivery receipt until you have thoroughly inspected each item. Check all of the equipment to make sure it is not dented or heavily scratched. Make sure to mark the delivery receipt clear, short, wrap broken or damaged after inspecting your shipment thoroughly. (Whichever is applicable.)
If the number of items noted on the delivery receipt matches what you have received and none of the items have been damaged, then simply sign for and accept your delivery. The customer is responsible for checking to ensure the products being received are clear of damages and/or shortages.
If the items or boxes on the shipment do not match the number listed on the delivery receipt, please mark the receipt as “short” (a packing slip will be attached to the freight shipment for your reference). Make sure to note on the delivery receipt which items are missing. We will work with the carrier to track the missing items. Please allow up to 7 business days for the freight carrier to locate your items. Please allow the appropriate time for the freight carrier to locate the missing items notated short on the delivery receipt. If the freight carrier is not able to locate the missing items, we will ship those items via standard ground shipping to you at no charge as long as the receipt was noted short and the items that are missing are noted on the delivery receipt.
If the shrink-wrap is torn or has been replaced during transit, please mark the receipt as “wrap broken.”
If any of the items appear to have any type of damage, please mark the receipt as “Damaged” and write which items are damaged as well as a description of the damage on the receipt.
Only refuse the items that are damaged. Keep and sign for the items that are in good condition, and be sure to notate the items that are being refused for damages clearly on the delivery receipt. You must contact our customer service department at firstname.lastname@example.org to report which product(s) were refused for damages and which product(s) were accepted at the time of delivery. After our Shipping Department receives confirmation from the freight company, we will promptly ship out the replacement product(s) to you.
We only ship out product replacements when the order was refused for damages at the time of delivery. If you have signed your delivery receipt, but later discover your equipment is damaged, you will need to contact the freight carrier to report the damages to their claims department. Be sure to provide them with your shipping tracking number to file a claim for damages or shortages. The outcome is between you (the customer) and the freight carrier.