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Shipping Policy

We are proud to offer Free Shipping to your home or office on thousands of qualified products (over $199) on our site within the 48 contiguous states. ACWholesalers delivers your products fast and hassle-free.

 

 

How will my product ship?


Shipping PolicySince we ship in a variety of ways, the products shipping method will be displayed in the cart or at checkout before completing an order.
 
Becoming familiar with our shipping methods is helpful to understand what requirements your order may have upon delivery.
 
 

When does my package ship?


Before you order, we always recommend checking the products availability text (located in the product detail page to the left of the add-to-cart button) to ensure proper lead times, if and when applicable. Lead times may affect your order's fulfillment and shipment time. Items ordered on weekends (Saturday or Sunday) are processed at our facility as early as the following business day.

We process and ship orders Monday through Friday (excluding holidays), and orders placed by 12 p.m. EST are normally shipped from our facility within one to two business days, regardless of shipping method selected at checkout. Orders in a Pending / Hold status may take longer to ship depending on additional documentation that may be required.

Shipping transit times start once your order leaves our warehouse. Transit times are normally determined by several factors, like your location within the contiguous 48 states, the product's availability, weather conditions, affiliate delivery services, and the shipping company’s delivery availability. Due to those factors, transit times are not guaranteed and may change without notice.
 
We strongly recommend against scheduling the professional installation of your products until you have your products in hand.


What if my order is on backorder?


At ACWholesalers, we use a state-of-the-art Real Time Inventory system, which checks our warehouse stock and automatically updates our site on a daily basis. We are very confident in the accuracy of our system, but, because technology is not perfect, some items may be placed on backorder and a few extra days may be required for the order to ship.

 

 

Equipment Arrival


Once your product has shipped, you can track the product using the tracking numbers provided to you in the Shipping Confirmation email. Sometimes tracking numbers may take 24-48 hours to propagate in the carrier’s website, so continue to check back with them periodically.

 

Please be aware that there are different requirements for Freight Bound (LTL) orders as opposed to Small Parcel orders. We encourage you to ask questions if you need any clarification at or before the time of delivery.
 

 
Equipment Arrival

What is considered Small Parcel?


Small Parcel is normally classified as products that are less than 100 lbs. in shipping weight. These products ship in various methods.

 

 

Are there any delivery services available for Small Parcel?


We currently do not offer services such as Inside Delivery, Cash on Delivery (COD) or Delivery address change request for Small Parcel.

 

 

Is there anything I should do immediately after I receive my Small Parcel order?


Yes, open all the box(es) to ensure you received exactly what you ordered. Compare the packing list provided to the products at hand. If there are any discrepancies, contact us immediately and we will address your concerns.

 

 

I’m missing products in my Small Parcel order. What do I do?

 

Here is what you need to do if your package shows as delivered but you can't find it.

 
Find Your Missing Package
 

Within 48 hours of expected delivery:

 

  1. Verify the shipping address is correct. 
  2. Look around for a notice of attempted delivery by the carrier. 
  3. Look around the delivery location for your package. Sometimes the carrier will try to place your package in an area that is covered from the elements.

 

 

I have damaged products in my Small Parcel order. What do I do?


After you received your products, if you notice something might be damaged, contact us immediately—we have you covered. All damages must be reported with the first 48 hours of your shipment being delivered. By failing to report the damages within that time frame, we may not be able to reship the products for you.

Remember, some products may seem as if they are damaged upon arrival; however, certain products functionality requires the manufacturers to have some out-of-the-box engineering and designs.

 

 

Recording Damaged Items:

 

If you need help determining whether the product is damaged or if the product did indeed suffer damages during shipment, do the following within the 48-hour window:

 

Snap pictures
  1. Snap pictures of at least four sides of your unboxed products detailing the damages. Selfies with your products are welcome!

  2. Email the pictures to our Shipping Department at shipping@ACWholesalers.com

 

 

Once we receive your information, we will respond back within 1 business day either via email or over the phone.

 

Customer service

Normally, our Shipping Department sends return instructions for the products that have concealed damages.

 

Once the small parcel carrier confirms that they have the products in their possession, we will reship those replacement products via the same delivery method selected in the checkout process on the original order. You will not incur any shipping charges to reship or pick up the concealed damage products.

We reserve the right to reject any claim for concealed damaged items if not reported within the 48 hour period.

 

 

Freight bound equipment

The 48 hour time frame to report damages or missing items for my Small Parcel order has passed. What happens now?


You will need to contact the Small Parcel Company to report the damages or missing products to the Claims Department and provide them your tracking number to file a claim for damages or missing products. The outcome is between you (the customer) and Small Parcel Carrier.

 
 

What is freight bound equipment?


Orders that travel via Freight Services (LTL) are normally products that are heavier than 100 lbs. and require an appointment for delivery. The freight carrier will contact you to arrange a delivery appointment normally one business day (excluding holidays) before the delivery. Due to adverse weather conditions, the distance of the delivery address from the delivering terminal, and additional factors, a few additional days may be required. The freight company will discuss the available dates for delivery with you.

 

 

Curbside delivery

What is Curbside delivery?

 

All freight bound equipment is delivered curbside. Curbside is defined as where the government street is located in front of your property, regardless of the size of the driveway you may have.
 
It is NOT the responsibility of the truck driver to unload your shipment. It will be entirely your responsibility to remove the item off of the truck and bring it inside. Liftgate service is a highly recommended service to select when checking out or ordering with our sales representatives.

We strongly recommend you make prior arrangements to have one or more people or have power equipment such as a forklift, to help you lower and move the packages from the truck to its final destination.
 
If the arrangements are not made prior, the packages will arrive at your home, and the freight carrier may not be able to complete the delivery. Because of this, additional charges may be incurred, which are not reimbursed by ACWholesalers and will be billed directly to you by the Freight Company.
 
 
Liftgate service

What is Liftgate Service?

  

A liftgate is a hydraulic platform located in the rear of the LTL (less than a truckload) trucks that carry freight bound equipment from truck height to the ground (curbside).

 

This service can be added for a nominal fee of $35.00 per shipment; however, it is subject to availability within your local Freight LTL delivering Terminal.

 

 

What additional services are available at the time of my freight bound equipment delivery?


Unfortunately, ACWholesalers does not currently offer any additional services. Should you require special services, you will need to contact your freight bound equipment delivering terminal for arrangements. Any additional special delivery charges incurred are not covered nor reimbursed by ACWholesalers and will be billed to you by the freight company directly.

 

 

Is there anything I should do immediately after I receive my freight bound order?

 

Yes, open all the box(es) to ensure you received exactly what you ordered. Compare the packing list provided to the products at hand. If there are any discrepancies, contact us immediately and we will address your concerns.

 

 

I’m missing products in my freight bound order. What do I do?


Since all of our shipments are shrink-wrapped for safety, check to see if the shrink wrap has been torn or is completely missing. Next, make sure that all box(es) are fully searched; sometimes we pack certain products together in the same box. Count the total number of pieces and pallets against what is listed on the Delivery Receipt to make sure they match. Once you have identified the missing products, make the freight bound driver aware.

 

The driver will add notations that state “Short Delivery” on the Delivery Receipt and make sure those notations also include the exact model numbers and applicable serial numbers of the products that are missing. Contact us at toll-free 1-866-631-6389 within 24 hours to notify us of the missing products.

We will work directly and diligently with the carrier to locate the missing items. Please allow up to 7 business days for the freight carrier to thoroughly conduct their investigation through the destination terminals.

 

Normally, they are able to find the missing products within the first 1-2 business days and then arrange for their delivery. If the freight carrier is not able to locate the missing products, we will ship those replacement products via the same delivery method selected in the checkout process on the original order. You will not incur any shipping charges to reship products that were originally marked short on the freight bound shipments delivery receipt.

We reserve the right to reject any claim for a missing item if not reported within the 24 hour period.

 

 

The freight bound driver left and then I found damages. What do I do?


It was raining, snowing or you were rushed the day the freight bound driver delivered your order, and you didn’t notice the damages.

 

If you have signed your delivery receipt clear, but later discover your equipment has concealed damages you have 48 hours to report the damages from the date it was delivered to you by the freight carrier.

 

By failing to report the damages within the said time frame, we may not be able to reship the products.

 

Do the following to ensure we take care of your request in a timely fashion:

 

Snap pictures
  1. Snap pictures of at least four sides of your unboxed products detailing the damages. Selfies with your products are welcome! 
  2. Email the pictures to our Shipping Department at shipping@ACWholesalers.com
  3. Once we receive your information, we will respond back within one business day either via email or over the phone.

 

Normally, our Shipping Department sends return instructions for the products that have concealed damages. Once the freight carrier confirms that they have the products in their possession, we will reship those replacement products via the same delivery method selected in the checkout process on the original order. You will not incur any shipping charges to reship or pick up the concealed damage products

We reserve the right to reject any claim for a concealed damaged items if not reported within the 48 hour period.

 

 

The 48 hour time frame to report damages or missing items has passed. What happens now?


You will need to contact the Freight LTL Company terminal to report the damages to the Claims Department and provide them your tracking number to file a claim for damages or missing products. The outcome is between you (the customer) and Freight LTL Company.

 

 

Installing products with Shipping Damages

 

The product was received damaged but I choose to install it and now it’s not working. What do I do?


When products arrive at your home, it is your sole responsibility to check the contents of the shipment for accuracy and to ensure they are free of physical damages.

 

Should a product arrive damaged and you continue with the installation of the products, you forfeit the use of the Shipping or Returns policies. At that point, they fall under our Warranty Policy, which we will back 100% of all warranties as to functional parts which are offered by the manufacturer.

 

 

I received my product in good condition free from damages; however, after I installed, it’s not working correctly. Can I report it damaged?


Products that are installed are no longer applicable in the Shipping or Returns Policies. Products are considered defective at which point and fall under our Warranty Policy, which we will back 100% of all warranties as to functional parts which are offered by the manufacturer.

 

 

NEXT: Shipping Methods

 

 

 

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