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 Returns Policies



Obtaining a Return Material Authorization (RMA)

  • You may email or call our customer service department at 1-201-884-8817 for a Return Material Authorization (RMA) and the return shipping address for the product.
  • Your RMA number MUST be included and shown on the exterior of your return shipping container.
  • Factory cartons can not be used as shipping containers.
  • Please put all factory cartons inside a shipping container with the appropriate packing materials prior to pick-up or drop off to a delivery company.
  • Please read the Return Policies listed below to see the specific circumstance that applies to you.


Returns Policies


Received Defective Products:

  • Our customer service department must be notified of defective products that were dead on arrival (DOA) within 15 days of receipt. Please call or email our customer service department about how to obtain a replacement for DOA products.
  • Be aware that each manufacturer has a different warranty. We honor the manufacturer’s warranty 100% on all product purchased from us as long as the product was installed by a licensed contractor and in accordance with the terms and conditions of the manufacturer’s installation instructions and warranty paperwork.
  • Obtaining a replacement from us is handled on a case by case basis. As stated earlier, each manufacturer has a different warranty. We may require pictures to see the condition of the defective part or unit as well as a copy of the contractor’s installation receipt to you.
  • If the part or unit has been properly installed and found to be DOA then a Return Material Authorization (RMA) will be issued to you by our customer service department. You must pack the defective unit back into the factory carton with all of its parts, accessories, and literature. Then you are to place the factory carton back inside the shipping container with all packing materials. Finally you are to remove all labels from the shipping container.
  • We will then send a small package delivery service such as UPS or FedEx to your home to pick up the defective item. Once we can confirm that the defective item has been picked up by UPS or FedEx we will then send out a replacement item via ground delivery service at no charge.
  • If more than 15 days has passed since the product was received by you then your return request will be denied.

 

Received Incorrect Products:

  • We double check every order to insure accuracy, but sometimes we make a mistake and you will receive the wrong item despite our best efforts. Our customer service department must be notified if you receive the wrong item within 15 days of receipt. Please call or email our customer service department about how to obtain a replacement for product that was sent to you incorrectly.
  • Any product we sent to you incorrectly that is returned or exchanged must be in an unopened factory carton with all accessories, parts, and literature or you will be charged a 25% restocking fee.
  • To return or exchange a product that was sent to you incorrectly a Return Material Authorization (RMA) must be issued by our customer service department. As stated earlier, the item that was incorrectly received must be in an unopened factory carton with all of its parts, accessories, and literature or there will be a 25% restocking charge. You must place the unopened factory carton back inside the shipping container with all packing materials and you are to remove all labels from the shipping container. We will then send a small package delivery service such as UPS or FedEx to your home to pick up the item that we incorrectly sent to you. Once we can confirm that the item has been picked up by UPS or FedEx we will then send out a replacement item via ground delivery service at no charge.
  • If you realize that the wrong product has been sent to you after 15 days has past then a 25% restocking fee will be charged and we will not pay for shipping back to our location.
  • If you realize that the wrong product has been sent to you after 30 days has past then we will not take the product back or exchange it.


Ordered Incorrect Products:

  • For A Refund - If you have ordered an incorrect product and would like to return the item for a refund then you must notify our customer service department within 15 days of receipt to be eligible for a return and a refund. Either call or email our customer service department to obtain a Return Materials Authorization (RMA). If you notify of us after more than 15 days has passed then we will not accept the product back. Be aware that if the factory carton has been opened then we will not accept the product back. If the factory carton is unopened then a 25% re-stocking fee will be charged for these returns. You are responsible for all shipping charges associated with the product’s return. You can expect a refund in the same form of payment originally used for the purchase within 10-15 business days of our receipt of the returned items.
  • For An Exchange - If you have ordered the wrong product and would like to exchange it for a different item, you must notify our customer service department within 15 days of receipt to be eligible for the return process. The return and exchange are handled as separate transactions. If you notify us after 15 days has passed since the original order was delivered then we will not accept the product back. Either call or email our customer service department to obtain a Return Materials Authorization (RMA). You will be responsible for the cost to ship and insure the item you would like to return back to us. After you have received your RMA for the original item, you will then place a separate order for the correct product. The new order for the correct product must be placed prior to the day your return is received back at our location. Be aware that we will deduct our cost to send the original shipment to your location from your refund. The process of refunding your payment will begin once the item being returned for exchange is received at our location. You will not be charged a restocking fee for the items returned for exchange if the factory carton is unopened. As a reminder, we will be deducting our cost to send that original item to your location. Please remember that if the factory carton has been opened then a 10% re-stocking fee will be charged for items returned for exchange. If the item returned for exchange is missing any accessories, parts, or literature then it will be returned to you and your refund will be denied.

 

Be aware that if a product is damaged on the return trip then it will be refused by our warehouse, and you (the shipper) must file the claim with the delivery company that you chose. Items must be well packaged for their return trip to prevent damage. Carriers will decline claims if packaging is insufficient. The burden to package items for the return trip to our location falls on you (the shipper). It is strongly recommended that you insure your return shipment and retain proof of tracking from your carrier. You are responsible for filing a shipping claim with the delivery company that you chose should a return item be lost or damaged in transit. Use a "traceable carrier" that can provide you with tracking services and proof of delivery. You should retain your tracking number for delivery confirmation of your shipment.

This Policy Was Updated On December 1st, 2015