Shipping Policy
Processing Time:
Orders that are placed before 12:00 p.m. EST Monday – Friday (excluding holidays) will be shipped out the same day. Orders that are placed on Saturday or Sunday will be shipped out on the following business day. If an item is on backorder, a few extra days may be required for shipment.
Shipping:
We offer curbside delivery to both residential and businesses. All equipment orders come with a free lift gate service. You will receive a bill of laden and tracking number as soon as your order has been shipped. The Freight LTL Shipping service provided does not include delivery inside your premises. Arrival times are not guaranteed and may vary based on your address. When your shipment reaches a nearby terminal, they will contact you within 24 hours to schedule a delivery time and date.
Delivery Policy
Once your shipment arrives, please use your delivery receipt to count the number of boxes (items) in your shipment and make sure it matches. Inspect the condition of each box on the pallet. Remove wrapping and/or cardboard and inspect each item of equipment in front of the driver.
Do not Sign/accept any items that are damaged, you assume all responsibility once you sign/accept the bill of laden. If anything is missing or damaged, note it on the delivery receipt and contact our customer service department within 24 hours. Once we receive confirmation from the Freight LTL Company, we will ship out the replacement product to you promptly.
Our policy is to ship replacement products when the order was refused for damages at the time of delivery. If you signed the delivery receipt and discover damages at a later date, you will need to contact the Freight LTL Company to report damages and work with their claims department for a replacement. They will need your tracking number to file a claim for shortages or damages. We will not be held liable.
Return Policy
Thank you for shopping at Ace Air Direct. Our goal is 100% customer satisfaction! If you are not completely satisfied with your purchase, we will work to get you there!
Return Guidelines:
Any of our products can be returned within 7 days of purchase with a 15% restocking fee and if it meets the following criteria:
- Purchase was in the last 7 days.
- Product must be returned in original packaging.
- Product wasn’t used or damaged.
- You must have receipt or proof of purchase.
- Complete a Return Merchandise Authorization (RMA) from us.
- Buyer is responsible for return shipping costs.
- All these criteria must be met for us to process a return or refund. We will inspect all items before accepting the return into our warehouse.
- Any item returned that is either damaged or not in the original condition is subject to no refund or a partial refund based on an inspection at our discretion.
- For a Return Merchandise Authorization (RMA) please call.
Ineligible Returns:
Refrigerant and individual electrical parts. These items are excluded from our return policy. Sale items. All sale items are final and not eligible for a refund. However, if a sale item was received damaged, it is eligible for exchange. If you receive a sale item that is damaged, please call us and we will help you with exchange instructions.
Return Questions?
Please call us with any questions about our Returns and Refunds policy. We invite you to call us with any refund so we can help ensure you are completely satisfied.
Warranty Policy
All products we sell, both Carrier and Goodman products come with a manufacturers warranty.
Warranty Policy:
It is especially important, to ensure your warranty is valid, that Installation is completed by a licensed dealer, contractor, or installer in accordance with all applicable federal, state, and local codes. If this is not done, your warranty will not be enforceable.
Labor Policy:
Ace Air Direct is not responsible for labor charges on warranty claims. General system warranties are for parts only. Labor will be charged.
Returns for Incorrect Specifications:
Please check all specifications on the manufacturer’s website before ordering any products on our site. We will not accept returns for items ordered that do not meet the specifications for your building.
For details on Goodman products, visit them directly.
For details on Bryant/Payne by Carrier products, visit them directly.
