Shipping / Delivery Time - In-stock items typically leave the warehouse within a week, however most heating equipment requires some lead time, generally ranging from 1 to 6 weeks. Please contact us for an update on current lead time status. LTL Ground Service is used for most of our deliveries. While extremely rare, back-order challenges can occur, which can cause delays. Items on back-order or requiring final assembly/production, may require additional time before being shipped. We will communicate with you if there issues impacting delivery time. Our objective is to under promise, and over delivery, so we will always try and best guide our customers, so expectations are realistic and targets are met. We do suggest you exercise caution when booking an installation, where delivery/shipping time is not 100% certain.
Returns / Exchanges / Refunds - We accept returns (within 10 days) and will provide a refund of the purchase price plus applicable taxes, provided the product and packaging is/are not damaged or used or installed in anyway, and in most cases, returns are subject to 25% restocking fee. Installed items and unpackaged items, cannot be returned (for example, protective films removed/unpacked will eliminate our ability to restock/resell an item, therefor ineligible for return). We do not refund for shipping costs either to or from a customer location. For exchanges, please contact us to discuss the circumstances. You can return a product within 10 days from date of shipment except: when items have been installed, assembled, or used in any manner; or items which are special order such as custom items. If we sold or shipped the wrong item, we will cover all costs to remedy. All returns require advance communication with and approval by our customer service support staff. Items must be returned in resale condition with all documentation, parts, and packaging. If an item is delivered to you damaged, we will pay for the return shipping, and arrange for replacement item(s) with no additional cost. It is the responsibility of the purchaser to inspect goods at the time of delivery. If upon inspection of a shipment, the product itself is visibly damaged, please call us while the driver is still there if at all possible. This will ensure that any damage occured prior to delivery. If items are returned freight collect, the product will be refused.
Privacy - Your privacy is extremely important to us. Credit and personal data is not stored, and information related to your sign-in account (if you so choose) is stored on a classified basis to be used only by our company, to facilitate future business with you. All personal information submitted online is transmitted via a secure site (industry standard encryption). Confidential information will never be sold or given to third parties. We may share your address and phone number with shipping personnel of our suppliers in order to fulfill the delivery of your order. Under no circumstances will we supply sensitive information such as your credit card or email address to anyone outside of our company. We do not cold call or phone solicit.