You may cancel your order prior to being shipped, you must request the cancellation via our Toll Free Customer Service Dept by calling 1-866-631-6389.Their will no charge for cancelling you order prior to being shipped. The service department is open Monday through Friday from 9:00am Est to 6:00pm Est, we do not accept under any circumstances order cancellation via email or via voice mail. Order cancellation must be called in to a representative, due to our fast turn around of orders they will need to pull your order from the shipping department in order to cancel it. If your order has shipped but has not been delivered, you may request that the representatuive contact FedEx Freight in an effort to stop the delivery and bring back the order to ACWholesalers. This option is very costly, due to the fact that their will be two charges emposed 1. The outgoing shipping charges and 2. The inbound shipping charges. You the customer is responsible for these charges, which will be deducted from your refund. Please ensure that the product you order is the right product for your needs, in order to avoid any costly errors by the customer orderding a wrong product.
Pre-Order Policy
This product has not yet been released. Pre-ordering a product is the best way to ensure that you'll receive it promptly when released. The date listed is usually the date the product is delivered to our warehouse from the manufacturer.
Once the product arrives to our warehouse, the orders will start shipping according to their pre-order positions. Please note that arrival times of the products from the manufacture may vary, if their is any delay past the original estimated date then an email will follow giving the new estimated time of shipment.
You may only cancel your order before it has shipped by calling our customer service dept, we do not accept cancellations via Email nor via voicemail. (No exceptions) There will be no charge for canceling your order before it has shipped.
Return Policy
You may return original un-installed merchandise, if you’re not completely satisfied with your purchase by requesting a return merchandise authorization number (RMA) within 30 days of your order’s shipping date. RMA's expire after 30 days, and cannot be extended or renewed. Products must be received by acwholesalers prior to the RMA's expiration date. All returns will be charged shipping fees to and from your location. (Original shipping costs are non-refundable)
Returned products must be in new, fully functional, and undamaged condition (this includes all boxes and original packaging materials), and must include the original box, packing material, manuals, and accessories. If there was a product on your order given from ACWholesalers as a "free" gift/item, such can not be returned or exchanged for credit or upgrade to another product(s). All return products must have a Return Merchandise Authorization number (RMA). Items received without an RMA will be refused by our warehouse.
If you are returning a product because we made an error in your order, we will promptly send you the correct item at no additional cost, and we will schedule and pay for return shipping.
Products refused for reasons other than shipping damage will be handled as a return. If a product is damaged on the return it will be refused by our warehouse, and you the shipper must file the claim with the carrier. Items must be well packaged. Carriers sometimes decline claims if packaging is insufficient. It is strongly recommended that you insure your return and retain proof of tracking from your carrier. You are responsible for filing a shipping claim 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. Retain your tracking number for at least three months after shipping your product.
Shipping Policy
Free shipping within the continental US with any net total order over $500 before tax. Free shipping applies to standard ground service within the 48 contiguous states.
We process and ship orders Monday through Friday. Orders placed by 12 p.m. EST, Monday through Friday, will ship the following business day. Items ordered on weekend’s ship on Monday. Some items may be placed on backorder; a few extra days may be required for the order to ship. Shipping transit times start once your order leaves our warehouse.
All of our equipment orders ship on Freight carriers - All orders over $500 are shipped free in the contiguous United States. The Freight Carrier will call you to schedule a delivery appointment.
All orders that are shipped out via FedEx Ground will require Adult Signature, this insures that your package arrives to the intended party in a safe and secure manner.
Equipment Arrival
Shipping transit times are not guaranteed and may vary depending on your delivery address. The Free Lift Gate service is included in all our orders that contain Heating and Air Conditioning equipment, however it is subject to availability within your local FedEx Freight/National delivering terminal.
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 calling our Customer Service Dept @ 1-866-631-6389 M-F 9:00 am est to 6:00pm est. We reserve the right to reject any claim for a missing items if not reported within the twenty-four 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 :You are responsible for any damages or shortages that you discover after signing your receipt free and clear) If you have signed your delivery receipt, but later discover your equipment has been damaged during shipping, the outcome is between you and FedEx Freight/National. You will need to contact the FedEx Freight/National to report the damages to the claims Dept and provide them your shipping tracking # to file a claim for damages or shortages.
Ifthe 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 locate your items. Please allow the appropriate time for the Freight Carrier to locate the missing items notaded 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 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 Broken.
How do I handle a damaged shipment?
If any of the items appear to have any type of damage. Mark the Receipt Damaged (write which items are damaged and describe the damage)
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 Dept at 1-866-631-6389 to report what was refused for damages and what was accepted at the time of delivery. Once our Shipping dept can confirm with FedEx Freight/National what was refused for damages, we will ship out a replacement.
Please note we only ship out replacements, when the order or product has been 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 FedEx Freight/National terminal to report the damages to the claims Dept and provide them your shipping tracking # to file a claim for damages or shortages. The outcome is between you (the customer) and FedEx Freight/National.
Warranty Policy
ACWholesalers will back up 100% of all warranties as to parts which are offered by the manufacturer. ACWholesalers offers only nationally known and established brands that provide a nationwide parts distribution network. Most air conditioning contractors are authorized by these manufacturers to service these units and obtain free of charge replacement parts for the term of your warranties. Accordingly, make sure you review and are familiar with the terms, language, and/or requirements for any applicable manufacturer's warranty.
If a product should fail within the first thirty days of purchase due to part (s) failure, ACWholesalers will cover shipping fees to get the necessary replacement part (s) to you. After 30 days you are responsible for any applicable shipping fees for obtaining any replacement part (s). You also have the option of processing warranty claims with local heating and cooling contractors that service the products we sell. To validate your warranty claim, a licensed contractor must have either installed or inspected your equipment before start-up. Without a receipt from a licensed contractor ACWholesalers cannot process warranty parts or claims for you. Failure to submit the aforementioned receipt will result in denial of any warranty claim.
If any product purchased from ACWholesalers.com should result in failure upon installation or not operate after installation, we are only responsible for supplying the parts warranted by the manufacturer. Under no circumstances will either refrigerant R22 or R410A be covered or reimbursed if refrigerant needs to be re-added to the system; whether it is missing from the unit when it arrives to the customer's location or after a part is replaced. Under no circumstances will ACWholesalers replace a whole system or component. ACWholesalers does not provide any warranty above and beyond the manufacturer's warranty as to parts. ACWholesalers is not liable for any warranties, or costs - and/or expenses incurred by the consumer due to a malfunction of any part (s), for any product sold on our site. ACWholesalers does not provide labor warranties or compensation of any kind for any costs incurred by the consumer due to malfunction of any part (s) for any products sold on our site.
The products sold on our site are intended by the manufacturers to be installed by professional heating and air conditioning contractors. They are available to you on this site as a means of saving a substantial amount of money. We know the advantage of self-installation, as well as any disadvantages, and it's your decision to purchase from us and install on your own. Any person or entity that decides on self-installation is responsible for and accepts all risk of both installation and equipment selection. Any applicable manufacturer's warranty will be void if the installation is not completed by a licensed contractor. Having these systems installed by a licensed contractor is more costly, but it has its advantages - professional installation, labor warranty may be provided by the contractor, the validation of your manufacturer's warranty, and potentially someone to process warranty claims for you. ( For safety reasons, do not install a furnace yourself unless you are qualified to do so. )
Most of the manufacturers of these products sold on our site have no provisions to provide warranty replacement parts or technical support to the homeowner. They only work through dealers, such as your local heating and air conditioning contractors.
Note: Please understand that our staff does not provide any troubleshooting or diagnosing of problems for any product. A licensed HVAC (Air Conditioning & Heating) technician needs to troubleshoot, diagnose - and/or pinpoint the exact problem and replacement part before a warranty claim can be requested. Refer to applicable manufacturer's website for an up-to-date parts manual
Warranty Options:
Advanced Warranty Replacement:
-We ship the replacement Warranty part to you first, before receiving the defective part. You have 30 days to send us the defective part. A credit card payment for the new part is required to insure that ACWholesalers receives the returned defective part within 30 days from the date on which the replacement warranty part is shipped. If the defective part is not received within the allocated time period, it is considered a part purchase not a warranty claim.
Standard Warranty Replacement: - We will ship you the replacement warranty part, after we have received your defective part. We do not require a credit card payment for the standard warranty replacement.
How To File For Warranty Replacement: - If you are ready to file for your warranty please click on the the link below. WARRANTY FORM
