Frequently Asked Questions
Are shipping costs included in the price?
Yes. Always. Every time. We don't believe anyone likes getting to the checkout page only to discover extra costs, so there are none, ever. Period.
What is your return policy?
In short, typically 30 days, so long as the item has not been used or installed, in the original packaging. See our Refund Policy page for full details, limitations and restrictions.
Do I have to pay return shipping if I return something?
You will be responsible for paying for your own shipping costs for returning your item (except in the case of the item arriving damaged or our staff recommending the wrong product(s).) The costs incurred in return shipping are not refundable. If our carrier is used and you receive a refund, the cost of return shipping will be deducted from your refund.
How quickly will my order ship?
Goodman orders typically ship within 2 business days.
ZLINE orders typically ship next business day.
All other orders typically ship same or next business day depending on when the order is placed.
When will my order arrive?
Any freight shipments (Goodman, and some other larger items) typically arrive within 5-7 business days. Most orders arrive early.
All FedEx / UPS shipments arrive based on the carrier's shipping speed (2-5 days typically). All shipments are shipped standard "Ground" speed unless you contact us directly (surcharges apply for faster shipping).
Will I be contacted for delivery?
Freight carriers will call you approximately 24 hours in advance to schedule a delivery appointment that works for you. Please be sure to take pictures of the box (damaged or not) and inspect the delivery before signing for it. Please unpack the shipment within 24 hours and check for any concealed damage. If any damage is found notify us immediately with the photos.
How long is the warranty and what does it cover?
Warranties vary. Goodman has a 10-year parts limited warranty that provides replacement part(s) for any part that is found to be defective due to workmanship or materials under normal use and maintenance. With predefined registration conditions, select models may include a 10-year unit replacement limited warranty and a lifetime compressor limited warranty (good for as long as you own your home). Please contact us before purchasing for details and limitations.
All other products, generally speaking, come with a 1 year manufacturer warranty unless otherwise specified.
Does my HVAC unit come with refrigerant?
Yes. All of our split system AC units come pre-charged with enough refrigerant for 15 feet of line set. All other units come pre-charged with enough refrigerant for the unit itself, but not line sets.
Are your systems straight from the factory or refurbished?
All of our Goodman, ZLINE, and 99.9% of all other equipment is brand new and ships directly from the factory/warehouse. In rare cases there may be "scratch and dent" items, but these are never listed on the website and are never substituted in for a new item.
What does SEER stand for?
Seasonal Energy Efficiency Ratio. In short, the higher the number the better.
This is the ratio of the cooling output of an air conditioner over a typical cooling season, divided by the energy it uses in watt-hours. It may also be called a Seasonal Energy Efficiency Rating.
Do you price match?
Yes. However, many of our products are covered by manufacturer Minimum Advertised Price Policies. If one of these products is listed elsewhere below the minimum advertised price, please understand that we will have to confirm with the manufacturer that the other company is an authorized seller first. Also, do you really want to do business with a company who does not abide by the contracts they sign with manufacturers?
If a product is covered by a Minimum Advertised Price Policy by the manufacturer, that's the price we have it listed at. We don't mark up beyond what we have to. That's part of our commitment to putting people before profits.
Why do you have so few HVAC systems listed compared to some other website?
The systems we have listed are specially curated.
First, we won't list any system that has not been rated by an independent 3rd party (AHRI). That way we know that you'll get the efficiency you expect.
Second, it does not make sense for you to pay for a high efficiency system if it's really rated significantly lower by a 3rd party. So we won't even show those on the website. Each system has been reviewed on a case-by-case basis to make sure that the independent rating is +/- 0.5 SEER, meaning you can purchase with confidence.
Finally, some systems simply don't make sense. For example a 13 SEER traditional central AC system (only usable in the colder Northern region of the country) designed for 2000+ sqft with a furnace that can't possibly provide enough heat for that home.
Okay, but can I buy those systems anyway?
Absolutely! We'll sell you want you want to buy. After all, it's your home and your buying decision. We're just taking steps to make sure that you are fully informed in your choices. We want you to love your new system and have a positive experience all around.
