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 product(s) in my Small Parcel order what do I do?

After you received your product(s) you unbox it and noticed something might be damaged. Its ok we have got you covered, but it’s only for a LIMITED TIME so HURRY! All damages must be reported with the first 48 hours from your shipment being delivered. By failing to report the damages within the said time frame we may not be able to reship a product(s) for you.

Remember, some product(s) may seem as if they are damaged upon arrival, however certain product(s) functionality requires the manufacturers to have some out of the box engineering and designs. If you need help determining if the product is damaged or if the product did indeed suffer damages during shipment, do the following within the 48hr window:

 

1. Snap pictures of at least 4 sides of your unboxed product(s) detailing the damages. Selfies with your product(s) welcome!

 

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

 

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

Normally, our Shipping Department sends return instructions for the product(s) that have concealed damages. Once the small parcel carrier confirms that they have the product(s) in their possession we will reship those replacement product(s) 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 product(s).

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 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 product(s) to the Claims Department and provide them you’re tracking number to file a claim for damages or missing product(s). 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 1 business day (excluding holidays) before the delivery. Due to adverse weather conditions, distance of delivery address from delivering terminal and additional factors a few additional days may be required. The freight company will discuss the available dates for delivery with you.

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 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 package(s) from the truck to its final destination. If the arrangements are not made prior the package(s) 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 HVAC365 and will be billed directly to you by the Freight Company.

What is Liftgate service?

Lift gate is a hydraulic platform located in the rear of the LTL (Less than a Truck load) 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 HVAC365 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 HVAC365 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 product(s) at hand. Should there be any discrepancies contact us immediately and we will address your concerns immediately.

I’m missing product(s) 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 product(s) make the freight bound driver aware. The driver will add notations that state “Short Delivery” on the Delivery Receipt, make sure those notations also include the exact model number(s) and applicable serial number(s) of the product(s) that are missing. Contact us at Toll Free 1-888.509.3391 within 24 hours to notify us of the missing product(s).

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 product(s) within the first 1-2 business days then arrange for delivery of them. If the freight carrier is not able to locate the missing product(s), we will ship those replacement product(s) via the same delivery method selected in the checkout process on the original order. You will not incur any shipping charges to reship product(s) that were originally marked short on the freight bound shipments Delivery Receipt.

We reserve the right to reject any claim for a missing items 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 in a hurry the day the freight bound driver was there delivering your order and you didn’t notice the damages. Its ok we have you covered, but it’s only for a LIMITED TIME so HURRY! 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 product(s).

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

1. Snap pictures of at least 4 sides of your unboxed product(s) detailing the damages. Selfies with your product(s) welcome!

2. Email the pictures to our Shipping Department at shipping@hvac365.com

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

Normally, our Shipping Department sends return instructions for the product(s) that have concealed damages. Once the freight carrier confirms that they have the product(s) in their possession we will reship those replacement product(s) 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 product(s)

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 you’re tracking number to file a claim for damages or missing product(s). The outcome is between you (the customer) and Freight LTL Company.

Installing a product(s) 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 product(s) arrive to your home it is your sole responsibility to check the contents of the shipment for accuracy and to be free of physical damages. Should a product(s) arrive damaged and, because of a necessity or a want you continue with the installation of the product(s) you forfeit the use of the Shipping or Returns policies. At that point they fall under our Warranty Policy (link here) 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 now not working correctly can I report it damaged?

Product(s) 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 (link here) which we will back 100% of all warranties as to functional parts which are offered by the manufacturer.