We process and ship orders Monday through Friday. Orders placed by 12 p.m. EST, Monday through Friday, are normally shipped within 1 to 2 business days. 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 back-order. 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, which will avoid any possible additional charges. Since the shipping means are not via our delivery trucks, some delays in shipping by the freight or ground carrier may occur, which is unfortunately out of our control.
Shipping transit times are not guaranteed and may vary depending on your delivery address. Once your order arrives, make sure to inspect each and every item on the order. 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. 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 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 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).
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 items or boxes 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 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 located your items. If the freight carrier is not able to located the missing items, we will ship those items via standard ground shipping to you are not charge if 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, mark the receipt wrap as broken.
How Do I Handle a Damaged Shipment?
If any of the items appear to have any type of damage, mark the receipt as damaged (write which items are damaged and describe the damage/take a picture).
Only refuse the items that are damaged, keep and sign or 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 out customer service department at firstname.lastname@example.org to report which product(s) were accepted at the time of delivery. After our shipping department receives confirmation from the Freight LTL Company we will promptly ship out the replacement product(s) to you.
We only ship out product(s) replacements when the order was refused for damages at the time of delivery. If you have signed your delivery; you will need to contact the Freight LTL Company terminal to report the damages to the claims department and provide them your shipping tracking number to file a claim for damages or shortages. The outcome is between you (the customer) and Freight LTL Company.