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HVAC Warehouse Direct

free shipping HVAC Warehouse

Shipping Policy

Free Shipping

Free shipping applies to standard ground shipping on orders placed for delivery inside the contiguous 48 states with no minimum purchase required. Remote locations, as defined by the carrier (UPS), are not eligible for free shipping. For freight, standard ground transport is considered “curbside delivery” which means that the equipment will be left at the end of your driveway (or a location adjacent to the vehicle). Lift Gate service is included in the free shipping. For delivery outside the contiguous 48 states or for remote locations please call customer service (844-628-9482) for shipping charges and arrangements. During checkout most orders will have the option to select expedited service. This is not covered in the Free Shipping Promotion. You will be charged for expedited shipping service. Please note, process time for expedited shipping remains the same, only the time in transit is reduced.  


Order Processing

Most orders are processed and ship within two to four days. Orders are processed Monday through Friday. Orders placed Saturday and Sunday or after 2 p.m. Friday will be processed on Monday.  If an order has been placed on backorder, process time will be delayed and you will be promptly notified of the delay. At checkout, you will be asked to provide a valid phone number and email address for contact purposes. Please be sure you are reachable at the number you provide. We cannot ship to post office boxes, so you will need to provide a physical street address for shipping. If you are purchasing HVAC equipment we will contact you to verify the order and ship date. Times in transit are estimated based on your shipping location. Due to the nature of freight shipping, transit times are subject to change. Parcels (standard packages) are shipped via UPS and USPS. In an effort to provide our customers with the best possible delivery experience, we ship most freight orders through UPS, the most trusted name in residential deliveries.


Please note

We cannot ship orders as third-party billing to a customer supplied UPS account. Orders being delivered outside the United States are subject to any duties, taxes or fees as designated by the destination country. The order recipient is solely responsible for paying these duties, taxes and fees which must be settled with customs before the order will be delivered. If you have a preferred broker, please specify this at the time the order is placed otherwise we will select a broker. When your order arrives at customs, a broker will contact the recipient to arrange payment and documentation. This must be settled before your order can clear customs.


Making Arrangements for Delivery

Due to size and weight, air conditioning and heating equipment are shipped as freight. This means that your order will arrive by semi-trailer truck. Unlike parcel packages, residential freight deliveries must be scheduled by the transport carrier with the receiving party in advance of shipment. The carrier (UPS) will contact you directly to set up a date in which you will be at the delivery location to receive your order. UPS will not attempt delivery until they have reached you and scheduled the delivery. If the carrier cannot reach you by phone after the first attempt, they will make another attempt and may also try contacting you by mail. This, however, will result in the accruing of storage fees which you will need to arrange for payment with the carrier before the carrier will deliver the freight. The driver may also contact you on delivery day to check the address, get directions or to make sure you are present at the location for delivery. This is why it is very important that you provide a phone number where you are actually reachable. Once a delivery date has been established, you must keep your appointment or notify the carrier (UPS) within 24 hours of delivery to reschedule. Failure to do so will result in a carrier imposed charge of $125 which you must satisfy with the carrier (UPS) before redelivery will be made. The carrier will make no further attempt to deliver the shipment if you have missed your appointment. To receive your order, you must contact the carrier directly, make arrangements to pay the imposed fee and arrange for another delivery date. The redelivery charge will not be imposed if you elect to pick up the shipment at the carrier’s destination service center. If you are ordering for a business and the delivery location is commercially zoned, UPS will not set up an appointment with you. Delivery will occur during regular business hours Monday through Friday. If you are in a commercial location and require a scheduled appointment for delivery an additional fee will be applied and you will need to place your order by calling the customer service number during call center hours (844-628-9482).


Receiving your Freight Delivery

Most equipment orders will be boxed, secured to a pallet and wrapped in shrink wrap which is a clear plastic wrap. Orders containing smaller equipment may be shipped as two separate pieces. Multiple indoor mini split units may be strapped together and shipped as one piece. If you are receiving a palletized order, your piece count will be one pallet. We will automatically select lift gate service for heavy equipment and pallets. When your order arrives, the driver will remove the pallet(s) from the truck and will leave the order in a location immediately adjacent to the vehicle. The driver will then provide you with an invoice or delivery receipt, referred to as a bill of lading (BOL).  The BOL will list the type, weight, class, and number of pieces being delivered. There will also be an invoice attached to the outside of the pallet wrapping. For orders shipped as multiple pieces, each piece will be labeled. It is your job, as the consignee (recipient), to examine the palletized merchandise for any obvious signs of damage. The driver will wait while you look for missing, torn or replaced wrap. Look for any boxes that are obviously damaged, crushed or otherwise destroyed. Make sure you are receiving the correct number of pieces as listed on the BOL. If your order is wrapped and secured to a pallet, you will be signing for the condition and correct number of pallets. If we ship your order without it being palletized, you will be counting the boxes and signing for the condition and correct piece count. If everything looks fine you can then sign the BOL. This is referred to as “clear delivery.”


In the event you find a problem during inspection do not sign clear delivery!  You must note any damages on the BOL. If you find the wrap is torn, missing or replaced, that too must be documented on the BOL. You will then be able to sign the BOL. This step must be done in the presence of the driver who will then sign the BOL and give you a copy. It is very important to list any obvious issues on the BOL as that is what will make it possible to file a claim with the carrier if a problem is detected during unpacking. If you sign the BOL without noting anything you find amiss, you are legally saying that all boxes are present, wrap is intact and all boxes appear to be without damage. This means that if you, while unpacking your order, discover shipping damage you will have no recourse. You can file a claim directly with the carrier but the fact that you signed the BOL all clear is considered by the carrier to be prima facie evidence of a damage free delivery. HVAC Warehouse Direct is not responsible for loss or damage that occurs during shipping. This is covered by the carrier. We cannot file a claim with the carrier, nor can we cover any damages once the delivery receipt is signed all clear so please inspect your delivery!


Shipping Damages

If your order is delivered with damages incurred during shipping, we want to know about it. Please contact customer service at 844-628-9482 to apprise us of the situation. We will assist you in any way we can. Damaged parcels left at your location in your absence must be reported to us right away.  We will send you a replacement at no charge and we’ll file the claim with the carrier. Before the carrier agrees to payout the claim, they have the right to inspect the packaging. For this reason, it is important to keep the damaged packaging, its contents and all packing materials intact, just as it was when the damage was discovered. If the packaging is disposed of, UPS will deny the claim. This is your only proof that the damage occurred in transit.


If your freight order arrives damaged, you have the right to refuse the shipment. In this instance, please contact us at 844-628-9482 so that we may immediately process the claim and issue a replacement order. If your order has been palletized and you want to refuse it, you must refuse the entire pallet. If the order has been shipped as individual pieces, you can refuse just the boxes that are damaged. It is extremely important to note all of this on the BOL. This will serve as evidence that damages did occur to the shipment so should  you find concealed damage in any of the accepted packages, a claim can be filed. If you have accepted the entire shipment, made the proper notation on the BOL and found damage during unpacking, contact us so that a claim can be filed. Just as with damaged parcels, you must keep the damaged packaging, its contents and all packing materials intact, just as it was when the damage was uncovered. UPS reserves the right to send an inspector to assess the damage which will require not only inspection of the product but the packaging as well.   


In the case that the number of pieces noted on the BOL doesn’t match the number of items being delivered, you will need to mark the shortage on the delivery receipt.  Look for the invoice located on the outside of the boxes or wrapping. You will be able to use the invoice to help you determine what is missing from your order. This shortage must be reported to us right away so that we can initiate a search through the carrier. This process may take up to 7 business days to accomplish.

We have chosen UPS as our carrier because they are name you can trust. They have an excellent reputation for quality, on-time freight deliveries so it is unlikely that you will have a problem. We all know that accidents can happen, so if you do encounter a problem please don’t hesitate to call us. We are here to help you (844-628-9482). Call center hours are Monday through Friday, 8:30 AM to 4:30 PM.


 

Updated October 15, 2014