Customer Service
Customer Service/Shipping/Billing Questions
For customer service relating to items featured on this site or other enquiries, send us an e-mail by clicking on the above section name or contact information below. We make every effort to answer your e-mail within 2 hours during business hours.
Typical Questions and Answers
The Answers:Why should I buy from HVACQuick.com?1. 20 years selling on-line. Tens of thousands of satisfied customers. Over 350,000 orders handled. If you would like references, please call any of our manufacturers. 2. We answer the phone with technically qualified people and we'll gladly discuss your project in detail. 3. We answer emails promptly. 4. We design and use our own system builders to help you visualize the system and to predict system performance. 5. If we don't know the answer - we'll research it for you. 6. We will advise you if the product meets your requirements, and equally will not sell you inappropriate products. 7. We either stock the product or arrange for very quick shipment. 8. We are an authorized dealer of ALL the products we sell. You get full factory warranty and support. 9. Volume purchases => Volume discounts. How can I contact HVACQuick.com? All contact information is available by clicking on the "About Us" link at the top of the page. If you cannot find the information you need, call us at 888-855-7229 and we will help. Do you charge sales tax? We collect sales taxes for select US states. If you see a tax amount listed on the last checkout screen and have a valid Tax Exempt form or Resale Certificate for the ship-to state, we can add it to your account to make sure we do not collect state tax on your purchases. Give us a call or email prior to ordering or just place the order and we will remove the tax prior to shipping your order. If you have previously placed your order online, please email the tax exempt form to team@hvacquick.com. The tax exempt form(s) must be received within 30 days of order. All received tax forms are verified with the corresponding state tax authority. How do you ship your products? Smaller items are typically shipped via UPS. Large items must be shipped via truck. However, we are happy to make any arrangements that are required. Canadian Orders We love orders from our Canadian friends! Please add the items your would like to purchase to your basket and do a standard checkout/purchase. Shipping costs will NOT be shown during checkout. We will advise and bill you the ACTUAL cost of the shipment once it is available from UPS/USPS. Please note that additional charges such as duties and Canadian taxes may apply (typically collected by UPS/USPS during delivery). Our default shipping service is UPS but we will ship US Postal Service (USPS) on request . Please note your preferred shipping method during checkout or give us a call at 888-855-7229. International Orders We accept international (outside USA and Canada) orders on most products. Please add items to your basket. When ready to purchase, please contact us via e-mail or phone to confirm sales taxes, shipping and other costs. Orders must either be pre-paid or purchased with a US bank credit card. We ship to US based freight forwarders ONLY for international orders. Freight forwarders must be arranged by the customer. How are shipping charges calculated? Shipping charges can be viewed on the shopping basket screen. Select the state/province you are shipping to and you will get UPS Ground shipping estimate as well as expedited shipping options for some prodctrs. Because the majority of our products are quite bulky and heavy we might not display an expedited shipping option on the shopping basket screen. Feel free to call us and we would be happy to get you a quick quote. NOTE THAT 'FREE SHIPPING' PROMOTIONAL DEALS DO NOT APPLY TO HAWAII, ALASKA, CANADA OR OTHER INTERNATIONAL DESTINATIONS. Free shipping is UPS Ground only. Whenever UPS size and weight restrictions allow, we will ship UPS. In all other cases the order will be shipped via truck. If you have any questions or concerns, select the shipping type that you require during checkout and give us a call. We are flexible and will accommodate almost any shipping request. In addition, use the final comments box on the second page of the checkout process to provide us with additional instructions. If your basket contains a combination of items by different manufacturers and you select an expedited shipping method, such as 2nd Day Air, we will ship UPS only where possible (remaining items will be shipped via ground truck transport). Canadian orders can be shipped in the same manner as US domestic orders, however we do not maintain a database of international shipping costs. Purchase your basket and give us a call to arrange shipping. Please note that additional charges such as duties and Canadian taxes may apply. Shipping for International orders must be prearranged with us. Do I have to purchase through the Internet? If you are not comfortable purchasing products through the Internet please call us at 888-855-7229. We are happy to hear from our customers and will take your order over the telephone! Do I have to use my credit card on the Internet? The Internet is a relatively new avenue for purchasing products. We understand that. If you are not comfortable entering your credit card through the web site, use the "call me for credit card information" option during the checkout. In essence, you will complete your purchase through the website and when the order is processed we will give you a call to collect your credit card information. What are your warranties? Every item we carry is covered by a warranty from the individual manufacturers and varies according to their policies. Generally, warranties cover defects from normal use. Damage from abuse, neglect, and accidents are not covered under warranty. It is at the sole discretion of the manufacturer to repair or replace defective merchandise. Labor and shipping are not covered under any warranty. All items are shipped FOB the factory or storage warehouse. For more specific information, please read the manuals included in the product packaging. How does your system provide security? Your information is secure. Our website secures all sensitive information by using 128-bit SSL (secure socket layers) encryption. You need a browser that supports SSL. If your browser does not support SSL, you will want to upgrade to a version that does before purchasing. A digital certificate is an electronic method that proves you are dealing with HVACQuick.com. When you begin our checkout process, you will probably notice that the padlock icon then appears. (Where it appears is dependent on which browser and version you are using). This icon lets you know that you have entered a secure section of the website. Credit card numbers are not stored on our system after the order is processed to eliminate any possibility of fraud. How do I know that my browser is in secure mode? The secure mode identifier depends on the browser that you are using. The following are some of the criteria: 1. The URL identifying the page will always begin with "https:" versus the normal "http:". 2. A "closed lock" icon is present in the bottom right-hand corner of your Microsoft Internet Explorer browser. 3. A "closed lock" icon is present in URL area of your Chrome browser. How can I receive literature on the products HVACQuick.com sells? All literature is available for downloading in Adobe Acrobat™ format from the "CATALOGS" link at the top of the page. We save on printing, mailing, and labor costs which is passed on to you. In addition, you are sure to receive the most up to date information. How do I return products? Returns are accepted within 30 days of delivery on all non-custom products. All returns must be pre-authorized and have a return authorization form included in the box. Items must be in their original packaging, never installed, and in re-sellable condition. Restocking charges apply for all products - 10% to 25% depending on the product with higher rates for commerical products (for example, Canarm and S&P Commercial restock is 45%). Credit is applied once the returned item is received and inspected. Customers are responsible for all shipping charges on non-defective product returns. This includes shipping in both directions for any FREE SHIPPING promotions. CUSTOM AND MADE TO ORDER products (such as Dayus, Steelcrest or other custom grilles) are not returnable Under anti-money laundering rules, refunds on goods bought by credit card must be re-credited to that same credit card -- They cannot be made in cash, check or transferred to a third party. Please contact us at team@hvacquick.com or 888-855-7229 to get a return authorization form before shipping. Returns address for items shipped from our Oregon warehouse. Return authorization form must be included: HVACQuick.com 625 Charles Way Medford, OR, 97501 ATTN: RETURNS, ORDER#______________ |
