0 Items in Cart
Your cart is empty.
Browse ProductsMore on Shipping/Damage/Claims
How to inspect your delivery, sign the delivery receipt, and get damage or shortage problems resolved quickly.
1How Orders Ship
Every order ships one of two ways, depending on what you buy:
UPS or FedEx Ground
Accessory orders (small packages)
LTL freight carrier
Individual system components and full systems
All of our orders are assumed to be shipping to a residence, which includes free lift-gate service. You may also receive lift-gate service at a commercial location if needed. Be sure to specify it in the Additional Information section of the checkout process.
2Inspect Every Delivery
Please inspect the item(s) carefully for any shipping damage. Small dents or dings to the housing can occur in transit. Minor flaws are cosmetic and do not affect the integrity, operation or warranty of the system.
Note any damage on the delivery receipt when accepting the shipment.
If you find major damage, be sure to note it on the delivery receipt along with the driver’s signature, and call us immediately.
If our clear shrink wrap is torn in any way or has been replaced, be sure to mark the receipt “Shrink Wrap Torn.”
3Terminal Pickup & Address Changes
48-hour terminal pickup
If your shipment is delivered to the freight carrier’s terminal, it is your responsibility to pick it up within 48 hours. If you can’t pick it up within two days of its arrival at the service center, the carrier will charge a storage fee.
Changing the delivery address
If you change the delivery address after your order has shipped, the carrier will bill you a re-consignment fee. We must authorize any changes to the final delivery address.
● MOST IMPORTANT STEP
4When Your Freight Arrives
Upon receipt of your shipment, inspect each carton and piece of equipment on the pallet:
- Count the number of pallets. Make sure your count matches the count on the delivery receipt.
- Look for any damage to the packaging, including broken pallets; shrink wrap that is falling off, missing, slightly torn, dirty or has holes; and cardboard with tiny crinkles, dents or tears.
- Inspect underneath any packaging with damage, no matter how slight the damage.
When in doubt, sign the delivery receipt noting damage.
You are liable for any damage to the packaging or products not noted at the time of delivery. Do not sign the delivery receipt clear until you have determined that your shipment is complete and free of shipping damage. You may refuse products that are not in advertised condition. In the event that our claims policy is not followed, we reserve the right to refuse replacement of the order.
You only have 48 hours to report concealed damage, so please unbox and inspect your equipment immediately after receipt.
5A Note on Bent Coil Fins
Upon unpacking your equipment, you may find that some of the coil fins are slightly bent. Bent fins on your evaporator or condenser coil are completely normal and happen during the manufacturing and assembly process. They will not impede the functionality of your equipment and do not constitute equipment “damage.”
Claims cannot be filed for bent fins. Unless there is visible damage to the external packaging and/or panels of the unit, these claims cannot be acknowledged.
6Signing the Delivery Receipt
When you sign, mark the delivery receipt with the option that matches what you received:
Clear
- Pallet (skid) count is correct
- Packaging in excellent condition
- Products in excellent condition
Shortage
- Pallet (skid) or package (box) count is not correct
- Mark shortage on the receipt with a description of what is missing. Your packing slip is attached to the freight shipment for reference.
- Theft-prevention shrink wrap is torn, replaced or missing
Damage
- Packaging is not in excellent condition (include a description)
- Products are not in excellent condition (include a description)
- Shrink wrap shows signs of wear, is torn or was replaced during transit
7How We Resolve Damage & Shortages
If you sign the delivery receipt damaged and take delivery of the products, you may do one of the following:
Option A: Keep the equipment
Retain the equipment and receive a cash settlement or replacement parts.
Option B: Exchange the equipment
We will reship a new item once the damaged item is en route back to us.
If you refuse the damaged product (noting that you are refusing due to damage) and take delivery of the undamaged products, we will reship a replacement once the damaged unit is confirmed to be en route back to our Distribution Center.
Other situations
- If you sign that there is a shortage, we will work with the freight company to track the missing portion of your shipment. Please allow up to 10 business days for the freight company to locate any missing pieces. If they cannot be located, the item(s) will be shipped to you at no charge.
- If you sign the delivery receipt clear but later determine that your equipment was damaged, the settlement outcome is between you and the freight company. You must report concealed damage within 48 hours of delivery and establish that the damage occurred before you received it. If you need help filing a claim with the freight carrier, we are here to help. Should you refuse to file a claim, the Company cannot be held liable for damages. Shipments signed for without documented damage are handled under our Terms & Conditions.
- If you sign the delivery receipt clear but later determine that you received fewer pieces than the delivery receipt indicated, there is no recourse, although the carrier can perform a search of their docks. Unfortunately, the carrier will automatically deny these types of claims.
Need help with a shipment?
Contact our customer service department for quick resolution to shipping problems.