At the moment, we only ship within the 48-Continental U.S. States. Lift Gate service is available at an additional cost for applicable less-than-truckload (LTL) shipments; however, it is subject to availability within your local Freight LTL delivering Terminal. Freight LTL Shipping does NOT include inside delivery. We process and ship orders Monday through Friday. Items ordered on weekends (Saturday or Sunday) start to process and ship as early as the following business day. Some items may be placed on backorder. A few extra days may be required for backordered items to ship. Shipping transit times start once your order leaves our warehouse and are scanned by the freight carrier. We highly recommend NOT to schedule your installation/replacement or repair until you have received your product, this can avoid any possible additional charges. Since the shipping means are not via our delivery trucks, some delays in shipping or the inability to reach your home by the freight or ground carrier may occur which are unfortunately out of our control.
Equipment Arrival
Shipping transit times are NOT guaranteed and vary depending on your delivery address. Lift Gate service is recommended on all our orders that contain large items, (ex: condensing units, package units, etc.); however, it is subject to availability within your local Freight LTL Company delivering terminal.
Once your order arrives, make sure to inspect each and every item on the pallet. Count the total 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 in writing via email. We reserve the right to reject any claim for damage(s) or missing item(s) if not reported within the twenty-four-hour period.
After taking count of the pieces on your shipment, remove wrapping or boxes and inspect each item of equipment thoroughly in the 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 heavily damaged. With HVAC equipment, it is normal to see a few scratches and/or minor dents in the condenser coil due to manufacturing, warehousing, or freight transit. What you want to avoid is any major damage that may affect operation. Make sure to mark the delivery receipt "clear", "short", "wrap broken" or "damaged" after inspecting your shipment thoroughly (whichever is applicable). Make sure to notate which items in specific.
Making Notes on the Delivery Receipt
If the number of items noted on the delivery receipt matches what you have received and none of the items have been damaged, accept your delivery, sign and mark the receipt "Clear".
Please note: The consignee (the customer) is responsible to check and assure that the products being received are clear of damages and/or shortages.
If the item(s) or boxe(s) on the shipment do not match the number listed on the delivery receipt. Mark the receipt "Short" (a packing slip will be attached to the freight shipment for your reference). Make sure to note on the delivery receipt which item(s) are missing. We will work with the carrier to track the missing items, please allow up to 7-10 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, the consignee (you the customer) is responsible for filing a claim with the Freight Carrier in an attempt to obtain any possible compensation and/or credit.
If the shrink wrap is torn or has been replaced during transit; mark the receipt wrap "Broken".
How do I handle a Damaged Shipment?
If your order arrives with heavy damage, please take pictures, refuse the delivery, and record the damage on the driver's bill. Some concealed damage may not be readily apparent, so you should inspect the shipment thoroughly upon receipt. Also, just because a box is damaged or ripped on the exterior, doesn't necessarily mean the contents are damaged; so please take your time to thoroughly inspect and investigate the contents of the delivery.
You must notify us of the damage(s) within 24-hours in writing via email. Please attach pictures and proof of refusal of delivery.
How do I handle a return shipment?
You may return your unopened order within 7-days for partial credit, minus shipping costs and a 25% restocking fee. Customers will be responsible for return shipping costs. Customers are required to insure and provide proof of tracking/delivery for their return package(s). Please keep your original box for shipping.