Find quick answers to common questions about shipping, returns, products, installation, warranties and more. Can’t find what you’re looking for? Our support team is here to help.
Orders and Shipping
Can I change my shipping address after the order has shipped?
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Address changes after shipment may result in additional fees of 15% or more, depending on freight weight, dimensions, and carrier requirements.
Why do air conditioners ship by freight?
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Due to weight and shipping restrictions, air conditioners are shipped palletized by freight service and require a scheduled delivery appointment.
Which brands does HVAC Supplies ship?
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We ship equipment and supplies from brands including MRCOOL, OLMO, BRAVO, ACiQ, Cooper and Hunter, Armbridge, Perfect Aire, and more.
What happens if the carrier cannot reach me?
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If the carrier cannot reach you to schedule delivery, your shipment may be delayed and storage or redelivery fees may apply.
Is freight delivery brought inside my home or jobsite?
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No. Freight delivery is typically curbside. The driver does not move equipment inside your home, garage, building, or jobsite.
What damage signs should I look for at delivery?
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Look for crushed boxes, forklift punctures, torn shrink-wrap, wet or soft cartons, heavy re-taping, visible dents, rattling parts, or anything that seems off.
Do I need to schedule a freight delivery appointment?
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Yes. Freight deliveries usually require a scheduled appointment. Make sure the phone number on your order is accurate so the carrier can reach you.
Should I inspect my shipment before signing?
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Yes. Inspect all boxes carefully before signing. If you see damage or mishandling, write comments on the delivery receipt before signing.
How do I request liftgate service?
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If you need liftgate service, request it directly with the carrier when scheduling your delivery appointment.
Is HVAC Supplies responsible for packages after delivery is confirmed?
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No. You are responsible for providing a safe delivery location. We are not liable for packages that are stolen or lost after delivery is confirmed.
Will multi-brand or mixed-cart orders ship together?
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Mixed-cart orders may ship in multiple packages or separate shipments, especially when an order includes both freight and parcel items.
Why did I receive more than one tracking number?
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Orders with items from multiple brands, warehouses, or shipping methods may receive separate tracking numbers as each shipment is created.
How long does HVAC Supplies take to prepare my order?
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We prepare orders within 24–48 hours. After processing, orders usually ship within one to two business days.
How are shipping rates calculated?
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Shipping rates are calculated at checkout based on the delivery location and product weight.
Can I refuse delivery if there is major damage?
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Yes. For major damage, you may refuse delivery and contact us immediately with your order number and photos.
How are smaller items shipped?
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Smaller items such as installation kits, smart connectivity dongles, and TTW sleeves may ship by FedEx without a signature if ordered individually.
How long does delivery usually take?
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Estimated total delivery time is approximately 3–6 business days, depending on product type, destination, carrier conditions, and regional factors.
Will I receive tracking information?
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Yes. We email tracking information once your purchase has shipped. Mixed-cart orders may receive multiple tracking numbers as items leave our fulfillment network.
Where does HVAC Supplies ship?
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We currently ship within the United States only.
Returns
Can I cancel an order after it has shipped?
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If an order has already shipped, cancellation is handled as a return only if the product is eligible. Outbound freight, return freight, and restocking fees may apply.
Can I cancel my order before it ships?
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We can cancel orders before shipment when possible. Orders canceled after processing but before shipment may be subject to a 4%–6.5% cancellation fee.
What condition must a return be in?
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Eligible products must be new, unused, uninstalled, and returned in the original packaging with all parts, manuals, remotes, and accessories.
Are minor cosmetic blemishes considered defects?
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Minor cosmetic blemishes that do not affect operation, such as small dents, scratches, or fin imperfections, are not considered defects.
Are HVAC parts returnable?
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No. HVAC parts, replacement parts, repair parts, electrical components, control boards, sensors, motors, compressors, and technical part orders are final sale.
Which items are not eligible for return?
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Items that are final sale, used, installed, energized, modified, missing parts, outside the return window, or marked non-returnable are not eligible for return.
How long does a refund take?
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After an eligible return is delivered, check-in typically takes 2–5 business days, inspection 3–7 business days, and approved refunds may take up to 10 business days plus bank posting time.
What happens if I refuse a freight shipment?
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Refusal is appropriate for major documented freight damage. Refusals for other reasons may be treated as returns and may include outbound freight, return freight, and restocking fees.
Are restocking fees charged on returns?
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Restocking fees may apply based on manufacturer rules and item condition. Fees can be up to 50% of the product price.
Who pays return shipping?
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Customers are responsible for return shipping and freight unless the return is due to our error or a verified defect. Original shipping charges are generally non-refundable.
What is the return window?
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Eligible return requests must be submitted within 30 days of delivery unless the product listing states otherwise.
Do I need an RMA before returning an item?
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Yes. Do not ship anything back until you receive return instructions and an RMA from HVAC Supplies.
What happens if my shipment is undeliverable?
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Shipments that are undeliverable because of address errors or missed delivery appointments may be treated as returns, and freight or restocking fees may apply.
Can I ship my return to any warehouse?
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No. Eligible returns must follow the RMA routing instructions. Returns sent to the wrong facility may be delayed and may incur reconsignment fees.
Product Questions
Are HVAC parts returnable?
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HVAC parts and technical part orders are generally final sale. Confirm compatibility before ordering and do not ship parts back unless written authorization is provided.
Are line sets included with mini split systems?
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Some systems or bundles include line sets, while others do not. Check the product page, included items, and selected installation kit options before ordering.
Are mini splits good for garages and workshops?
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Mini splits are often used in garages and workshops, but insulation, door openings, ceiling height, and local climate should be reviewed before choosing a system.
Are HVAC parts brand-specific?
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Many HVAC parts are brand-specific or model-specific. Even similar-looking parts may not be compatible, so the exact model and part number should be verified before purchase.
Are wall brackets or condenser stands included?
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Wall brackets, pads, risers, and condenser stands are usually accessories unless the product listing says they are included. Check the product page or add the needed accessory before checkout.
Is the shipping timeline different for backordered products?
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Yes. If an item is labeled as backordered, the shipping timeline is different from standard in-stock items. The product will ship once inventory is available and the fulfillment location processes the order.
Can I install a mini split myself?
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Some products are designed for DIY installation, but many systems require a licensed HVAC professional for proper installation, code compliance, startup, and warranty eligibility.
Can I mix indoor and outdoor units from different brands?
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No. Indoor and outdoor units must be compatible with each other according to the manufacturer's pairing rules. Mixing brands or incompatible models can cause errors, failure, or warranty issues.
Can I still order a backordered product?
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In many cases, yes. Ordering a backordered product may reserve your place in line, but estimated arrival dates can change due to manufacturer, warehouse, freight, or regional delays.
Can I oversize a mini split?
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Oversizing is not recommended. A system that is too large may short cycle, remove less humidity, reduce comfort, and operate less efficiently. Proper sizing should be confirmed before ordering.
Can product availability change after I place an order?
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Availability can change due to warehouse inventory updates, manufacturer supply, freight timing, or allocation. If availability changes, we will work to provide the best available update.
Do I need a condensate pump?
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A condensate pump may be needed when gravity drainage is not possible. Your installer should determine this based on indoor unit location, drain routing, and jobsite conditions.
Do mini splits provide both heating and cooling?
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Many mini splits are heat pumps, meaning they can provide cooling and heating. Always check the product specifications to confirm heating capability and low-temperature performance.
Do mini splits provide both heating and cooling?
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Many mini splits are heat pumps, meaning they can provide both cooling and heating. Always check the product specifications to confirm heating capability and low-temperature performance.
Does professional installation affect warranty coverage?
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For many brands, warranty coverage may require installation by a licensed HVAC contractor and product registration. Review the manufacturer's warranty terms before installation.
How do I check if a multi-zone combination is compatible?
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Multi-zone systems must follow the manufacturer's approved pairing chart. Match the outdoor unit model with the correct indoor unit capacities and quantity before ordering.
How do I choose the right BTU size for a mini split?
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BTU sizing depends on square footage, ceiling height, insulation, windows, sun exposure, climate, and room use. A licensed HVAC contractor should confirm sizing before purchase.
How do I find the correct HVAC replacement part?
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Use the model number, serial number, existing part number, and manufacturer documentation. When in doubt, have a licensed HVAC technician confirm the correct part before ordering.
How do I know if a product is in stock?
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Check the product page for inventory messaging, availability notes, and backorder labels. You can contact us before ordering if you need confirmation for a time-sensitive project.
How do I request local pickup?
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Contact us before or immediately after placing your order to ask whether local pickup is available for the specific product. Do not go to a warehouse until pickup is confirmed.
Is pickup available for all products?
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No. Pickup is only available on certain products and locations. Some items must ship by freight or parcel and cannot be picked up locally.
Does HVAC Supplies sell multiple brands?
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Yes. We carry and ship products from multiple manufacturers, including MRCOOL, OLMO, BRAVO, ACiQ, Cooper and Hunter, Armbridge, Perfect Aire, and more.
Can HVAC Supplies help me choose the right product?
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Yes. Contact us with your project details, product questions, and installation needs, and we can help point you toward suitable options.
Where can I find manuals or spec sheets?
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Check the product page first. If you need help locating documentation, contact support with the brand, model, SKU, or order number.
Do multi-zone systems have compatibility requirements?
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Yes. Multi-zone systems must follow manufacturer pairing charts and published compatibility rules. Incorrect combinations may affect return eligibility and installation success.
What if I order the wrong item or configuration?
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Contact us as soon as possible. Eligibility depends on timing, condition, product type, and manufacturer rules; HVAC parts and technical part orders are final sale.
What is the difference between a single-zone and multi-zone mini split?
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A single-zone mini split connects one outdoor unit to one indoor unit. A multi-zone system connects one outdoor unit to multiple indoor units so different rooms or areas can be conditioned separately.
What counts as an HVAC part?
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HVAC parts can include replacement parts, repair parts, electrical components, control boards, sensors, motors, compressors, capacitors, contactors, and other technical components.
What does it mean if a product is on backorder?
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A backordered product is not immediately available to ship. Standard shipping timelines do not apply until inventory becomes available and the order is processed for fulfillment.
What does local pickup available mean?
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Local pickup available means the item may be eligible for pickup instead of shipping. Pickup availability depends on the product, stock location, warehouse rules, and order approval.
What does low-ambient heating mean?
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Low-ambient heating refers to a heat pump's ability to continue heating in colder outdoor temperatures. The exact operating range depends on the model and manufacturer specifications.
What does SEER2 mean?
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SEER2 is an efficiency rating for cooling equipment. A higher SEER2 rating generally means better cooling efficiency, but performance also depends on installation quality, climate, and usage.
What is a mini split system?
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A mini split is a ductless heating and cooling system that uses an outdoor condenser and one or more indoor air handlers. It is commonly used for bedrooms, additions, garages, offices, workshops, and areas where ductwork is not practical.
What is included in an installation kit?
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Installation kits may include items such as a line set, communication wire, drain hose, wall sleeve, and other accessories. Contents vary by product and kit selection, so review the item description before ordering.
What does low-ambient heating mean?
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Low-ambient heating describes a heat pump's ability to continue heating in colder outdoor temperatures. The exact operating range depends on the model and manufacturer specifications.
What line set length do I need?
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The correct line set length depends on the distance between the indoor unit and outdoor unit, routing path, and installation layout. Your installer should confirm the required length before purchase.
How do I know if I need 115V or 230V equipment?
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Voltage requirements are listed on the product page, nameplate, and specifications. Your electrician or licensed installer should confirm the correct electrical supply, breaker, and wiring before purchase.
Where is local pickup available?
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Local pickup may be available for select products from Dallas and Florida locations, depending on inventory and warehouse approval. Availability must be confirmed before arrival.
Will my order ship separately if one product is backordered?
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It may. If your order contains in-stock and backordered items, they may ship separately depending on product type, warehouse location, and fulfillment availability.
Installation
Can I install a mini split myself?
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Some systems may be designed for DIY installation, but many mini split systems require licensed HVAC work. Electrical wiring, refrigerant handling, evacuation, pressure testing, and startup should be handled by qualified professionals when required. Improper installation can affect performance and warranty eligibility.
How do I know the electrical requirements for my system?
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Electrical requirements vary by model. Review the product specifications and installation manual for voltage, phase, breaker size, wire size, MCA, and MOCP requirements. A qualified electrician or HVAC contractor should confirm the final electrical setup.
Is installation included with my equipment purchase?
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Installation is not included unless the product page, quote, or written order confirmation specifically states otherwise. HVAC Supplies sells equipment, parts, and supplies; customers are responsible for arranging qualified installation.
Should I inspect the equipment before installation?
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Yes. Inspect the equipment, packaging, model numbers, serial numbers, accessories, and visible condition before scheduling installation. Do not install damaged, incorrect, or questionable equipment. Contact support with your order number and photos if something appears wrong.
What installation kit or line set do I need?
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The correct installation kit depends on the system size, refrigerant type, port size, distance between indoor and outdoor units, and the product requirements. Match the kit to the manufacturer specifications and have your installer confirm compatibility before ordering.
Do I need a licensed HVAC contractor to install my HVAC system?
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Most HVAC systems should be installed by a licensed or certified HVAC contractor. Professional installation helps ensure the equipment is installed safely, follows local codes and manufacturer instructions, and may be required for warranty coverage.
What should I check before installing a mini split?
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Before installation, confirm the system size, voltage, breaker requirements, indoor and outdoor unit locations, line set length, drain routing, wall penetration, mounting clearances, and refrigerant type. Your installer should review the manufacturer manual before work begins.
What should I know before installing a multi-zone mini split?
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Multi-zone systems must follow the manufacturer pairing charts and compatibility rules. Indoor unit sizes, total connected capacity, line set limits, branch boxes, ports, and wiring requirements must be verified before installation.
Do I need permits for installation?
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Permit requirements depend on your city, county, state, building type, and scope of work. Customers and installers are responsible for following local codes, permit requirements, and inspection rules before installing the equipment.
What should I do before installation?
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Inspect the shipment, save packaging, verify the product is acceptable, record model and serial numbers, and do not schedule installation until the unit is checked.
Do I need a licensed HVAC contractor?
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Most HVAC equipment should be installed by a licensed or certified HVAC contractor, and many manufacturer warranties require licensed installation.
Can improper installation affect my warranty?
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Yes. Many manufacturers require proper installation by a licensed or certified HVAC contractor, product registration, and routine maintenance. Installation errors, incorrect application, poor electrical work, or failure to follow the manual may reduce or void warranty coverage.
Warranty
What should I do before starting a warranty claim?
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Record model and serial numbers, save proof of purchase and installation paperwork, register the equipment if required, and use a licensed HVAC contractor.
Are warranty terms the same for every brand?
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No. Warranty terms vary by brand, model, region, and product line. Always rely on the manufacturer’s published warranty documentation for your specific product.
What is commonly excluded from warranty coverage?
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Common exclusions include improper installation, unauthorized modifications, voltage issues, power surges, corrosion, flooding, fire, lightning, transport damage after delivery, maintenance items, and cosmetic issues that do not affect operation.
How do I contact BRAVO for warranty support?
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For BRAVO warranty support, use BRAVO support and warranty resources at bravominisplit.com or acbravo.com. BRAVO warranty eligibility generally requires licensed HVAC installation and registration within 60 days of installation.
How do I contact Cooper and Hunter for warranty support?
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For Cooper and Hunter warranty support, contact Cooper and Hunter Technical Support at (888) 293-9252, Monday through Friday, 9 AM to 6 PM Eastern Time. Cooper and Hunter says the product owner or technician should contact support while the technician is on site servicing the unit.
How do I contact Daikin for warranty support?
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For Daikin warranty or owner support in the United States, use Daikin owner support and registration resources or call Daikin at (866) 588-6454 to speak with a representative.
How do I contact OLMO for warranty support?
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For OLMO warranty support, use OLMO warranty registration and support resources at olmo-comfort.com. OLMO mini split limited warranty coverage generally requires licensed HVAC installation and registration within 60 days of installation.
Does HVAC Supplies cover labor, diagnostics, refrigerant, or shipping for warranty claims?
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No. HVAC Supplies does not cover labor, diagnostics, refrigerant, shipping, installation, or similar costs unless explicitly stated in writing.
Do all HVAC products have the same warranty terms?
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No. Warranty terms vary by brand, model, product category, installation type, registration status, and manufacturer rules. Mini splits, condensers, air handlers, packaged units, PTAC or TTW units, parts, and accessories may all have different warranty coverage.
How do I file a warranty claim?
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Gather your documentation, then submit the claim to the manufacturer. The manufacturer reviews the claim and decides whether to approve or deny coverage.
Who is responsible if my product has a functional issue after shipping?
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After an order has shipped and delivery is completed, functional product issues are handled through the manufacturer warranty process. HVAC Supplies can help point you to the correct brand contact, but the product brand or manufacturer is responsible for reviewing, approving, or denying warranty claims and replacement parts.
Can HVAC Supplies approve or deny my warranty claim?
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No. We can help direct you to the correct manufacturer contact or claim process, but the manufacturer approves or denies warranty claims.
Does warranty cover labor, diagnostics, refrigerant, or shipping?
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Most manufacturer warranties cover approved parts only. Labor, diagnostics, refrigerant, freight, shipping, installation, and service charges are generally not covered unless the manufacturer states otherwise in writing.
Is licensed installation required for warranty coverage?
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Most manufacturers require installation by a state-licensed or certified HVAC contractor following local codes, permits, and manufacturer instructions.
Do I need to register my equipment?
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Many manufacturers require product registration to activate full warranty coverage, commonly within about 60 days of installation.
Do I need to register my product for warranty coverage?
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Many brands require product registration within a specific time window, often around 60 days after installation or purchase. Missing the registration deadline may reduce warranty coverage depending on the manufacturer and product.
How long do I have to report damage or noticeable issues after delivery?
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Visible damage, shipping damage, missing items, or other noticeable delivery concerns must be reported as soon as possible and no later than 30 days after delivery. If damage is visible at delivery, note it on the delivery receipt before signing and send photos with your order number.
Is shipping damage the same as a manufacturer warranty defect?
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No. Shipping damage is handled through the delivery or carrier claim process and must be reported within the allowed delivery time limit. Manufacturer warranty claims generally apply to defects in materials or workmanship after proper delivery and installation.
When does warranty coverage start?
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Warranty coverage usually starts on the installation date. If the installation date is unknown, the manufacturer may use the manufacturing date instead.
Who can help me locate the correct manufacturer warranty contact?
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Contact HVAC Supplies support at sales@hvacsupplies.com or call 1-800-543-8933 for help locating the correct manufacturer contact.
What documents do I need for a warranty claim?
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You should have your HVAC Supplies order number or invoice, product model number, serial number, installation date, installer information, photos or video, and a licensed technician's diagnostic report if the manufacturer requests one.
What do I need for a warranty claim?
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You will usually need proof of purchase, model and serial numbers, installation date, installer information, photos or video if requested, and often a licensed technician’s diagnostic report.
What happens if the manufacturer approves my warranty claim?
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If the manufacturer approves a warranty claim, the typical outcome is replacement parts, repair authorization, or another manufacturer-directed remedy. Some brands may require defective parts to be returned before or after a replacement is issued.
Who provides warranty coverage?
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Warranty coverage is provided and managed by the manufacturer, not by HVAC Supplies.
Financing
How do I choose the right financing option?
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If you are not sure which option is best, reach out to us and we can walk you through the financing process and help you choose the right partner.
Who do I contact for help with financing?
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Email sales@hvacsupplies.com or call 1-800-543-8933 for help choosing a financing option.
Can I use monthly payments for HVAC equipment?
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Yes. Financing options may allow flexible monthly payments depending on the partner, approval, purchase amount, and selected plan.
Does HVAC Supplies offer financing options?
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Yes. We offer financing partner options to help make your comfort purchase more affordable through flexible monthly payment, lease-to-own, or traditional financing options.
Which financing partners are available?
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Available financing partners include Breeze Financing, Magwitch Financing, and Shop Pay Financing.
Account and support5
How do I contact HVAC Supplies support?
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You can email sales@hvacsupplies.com or call 1-800-543-8933 for help with orders, financing, warranty contacts, product questions, and general account questions.
Will I receive an order confirmation?
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Yes. After placing an order, you should receive confirmation by email. Keep your order number handy for shipping, returns, warranty, or support questions.
What information should I have when contacting support?
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Have your order number, product SKUs, photos if relevant, and a clear description of the issue so we can route your request faster.
How do I track my order?
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Use the tracking information emailed after shipment. For freight deliveries, you may contact the carrier directly with your tracking number to schedule delivery.
Why is my phone number important on an order?
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Your phone number is important because freight carriers use it to schedule delivery appointments. An unreachable phone number can delay delivery and may cause extra fees.