COVID-19, How it has changed shippingUnfortunately, the pandemic and related issues have impacted the shipping industry drastically. For this reason, we can’t always guarantee that stock will be available for your order immediately or that it will ship as fast as it normally would. We appreciate your patience while we navigate this time.
In the event that inventory for your order isn’t available to ship immediately, we will reach out to you after you have placed your order to let you know when the order will be available to ship. We do our best to offer alternative product options in these cases and are always willing to do the legwork to find you what you need if at all possible.
If we are unable to ship your order immediately you will have three options;
You will have the option to get a place in line for that product by allowing us to keep the order on backorder until it is able to ship.
You have the option to change to an alternative product.
You have the option to cancel the order for a full refund.
We apologize for any inconvenience caused to our customers by the logistics issues happening in the world today. We have and will always do our best to fulfill your order as fast as possible.
How we shipWe ship using various methods and come either directly from one of the warehouses in our network or from the manufacturer.
If your order weighs over 100 pounds, it will likely ship via freight carrier on a pallet. If less than 100 pounds, they will typically ship via ground service.
Freight deliveries must be scheduled with the carrier. We will provide them with your phone number that you provide at checkout to contact you for an appointment.
Some freight carriers do not require a signature and will deliver your order without someone present at the time of delivery. Unfortunately, we are unable to alter signature requirements as they are set by the carrier.
Important Notes: Large orders, or large products usually require a lift gate if you do not have a forklift available. If you need a lift gate (residential or commercial location deliveries without a dock), you must contact us after placing the order so we can schedule that with the carrier. If you do not hear from the carrier to schedule delivery, please reach out to us so we can help you get the delivery coordinated.
Advice for Receiving Your OrderBefore opening or using the product you ordered, please check for visible and concealed damage. As you open and prepare to use the item you ordered, please make sure that no parts are missing or broken. If you discover an issue, please contact us right away!
Product Damaged in Shipment?Unfortunately, as carefully as things can be packed sometimes, it’s not a match for bumpy roads. If you discover damage to your order, it's best to take a picture, refuse the delivery, and record the damage on the driver's bill of lading. Inspect the shipment thoroughly upon receipt and let us know within 48 hours if you find damaged or missing items.
When Will My Order Ship?Once you place an order, and we confirm the order, you will receive an order confirmation email. Should there be any issues or delays in processing your order, we will reach out to you via email.
Once the order is shipped, we will send you a shipping notification with the tracking number for your order.
If you have multiple items on your order, you may receive more than one tracking number as the items may ship separately.
What if I don't get a shipping notification?
If you do not receive a shipping notification within 24 hours of placing your order, please contact us so that we can confirm everything went through and give you an update on your order.
Differences between processing & shipping (transit) times
To put it simply, processing time is the amount of time it takes our team to process your order once it has been received and the payment has been processed until the moment it is physically shipped (which includes many other steps).
Once your order ships, we consider it “in transit” and that clock starts. This “in transit” or shipping time is the amount of time it takes to get from the warehouse to your door.
What if my product is on backorder?
Should your product not be immediately available for shipping, we are happy to provide a time frame for shipping and delivery. If you do choose to order a product that is backordered, Once the backorder is stocked it will be shipped out immediately to your desired location. It is almost like waiting in line for your product.
You are welcome to wait for the back order, work with our team to find another product that would fit your needs or cancel the order.
Remote Area SurchargesWithin the contiguous U.S., a few ZIP codes require additional services to facilitate delivery. If you are one of the few who happens to live on an island or unique area, we can still ship to you. However, depending on your ZIP code, you may see a "Remote Area Surcharge" while checking out. The shipping company will determine whether you live in a remote area and the appropriate shipping fees required.
Re-consignment FeesChanges to the delivery address requested after the product ships will incur a reconsignment fee.
CARB & DOE RequirementsWe cannot ship some gas-powered equipment to California because it may not meet the California Air Resources Board (CARB) requirements. Please contact our team should you have any questions about which products are eligible for shipping to your state if you are ordering gas powered equipment. We are happy to provide you with alternative product options that are compliant to be shipped to California.
For HVAC equipment, efficiency requirements, like SEER/HSPF/Low NOx, are based on region, so it's important to know which heating and cooling units conform to your region's guidelines.
Alaska & HawaiiWe can often ship items to Hawaii or Alaska but it is case by case, so we do ask that you contact us before ordering to confirm if the item you are purchasing can be shipped to Hawaii or Alaska and to confirm any additional costs involved.
International ShipmentsWe currently do not ship internationally, including to Canada or U.S. territories. We can, however, ship to freight forwarders inside the United States. You would be responsible for coordinating and paying for the international shipment. We MUST be able to verify your payment and potentially your identity depending on the size of your order.
Please contact us if you have any questions!