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SHIPPING & CLAIMS POLICY

All orders will include FREE SHIPPING within the contiguous United States. FREE SHIPPING does not apply to Commercial Systems larger than 5.0 Ton.

WE DO NOT SHIP TO HAWAII OR ALASKA.

If your order is placed and payment is received by 12 p.m. EST (Monday - Friday) the order typically ships within 48 business hours. Orders placed after 6 p.m. EST on Friday and throughout the weekend are processed the following Monday. We ask that you allow at least 7 - 10 days for the shipment to arrive (in most cases it will arrive much sooner). In the event of high sales volume and during peak season (May-August), shipments may be delayed up to 2-3 business days. If an item in your order is on backorder we may advise you as to compatible substitutes for the model(s) in question. Any changes must be approved by the customer.

Equipment orders are shipped on pallets via third-party freight carriers or specialty local couriers.  All of our equipment orders are assumed to be shipping to a residence which will include curbside liftgate service for free. We ask that if your order is being shipped to a commercial location, check the box above the Shipping Details Section and specify if a liftgate is not required. You may also receive liftgate service at a commercial location if needed, again be sure to specify in the Additional Information Section of the checkout process.

We ONLY provide curbside service. No other service is provided (i.e. inside delivery, special requests, stairs, elevators, etc.). Any additional services required for delivery are the responsibility of the customer. Freight does not move on weekends or holidays, so please be advised of this when ordering or requesting ETAs for your order.  The carriers we use are paid to notify our customers before delivery to set up a delivery appointment. It is important to not that some carriers may not call in advance. Please notify us immediately if this occurs.  Please also note that freight carriers and local couriers are on strict schedules: If you schedule an appointment and are unable to make that appointment, the carrier/courier will not wait more than 10-15 minutes before leaving. Customers that miss these appointments may be subject to additional redelivery fees.

All Special Orders can take anywhere from 2 - 29+ weeks depending on the manufacturer in question. DO NOT schedule the installation of your equipment until you have received it and inspected it for any potential damages in transit. The AC Outlet can not be held responsible for any costs associated with prescheduled appointments missed due to shipping delays.

Accessory orders are considered small packages which are shipped via FedEx Home Delivery or FedEx Ground. 

Please inspect the item(s) carefully for any shipping damages. It is possible that small dents or dings to the housings can occur in transit. Minor flaws are cosmetic and DO NOT affect the integrity, operation or warranty of the system. Please note the flaws on the trucking bill and accept the shipment. In the event that major damage is found, BE SURE to note the damage on the trucking bill, along with the drivers' signature and call us immediately. If our clear shrink wrap is torn in any way or has been replaced with any other, be SURE to mark the receipt "Shrink Wrap Torn".

"No Signature Required" Freight Deliveries:  Since the time of the COVID-19 Pandemic, please be advised that some freight carriers have implemented and continue to utilize a "no signature required" policy and may deliver your order without someone present at the time of delivery. This in no way waivers your right to claim damages on this type of delivery, however, should damage occur to a "no signature" shipment we require that you contact immediately upon inspection and discovery of the damage. We cannot process claims submitted past 48 hours. 

In the even that a freight carrier cannot deliver to your address due to limited access, it will be your responsibility to pick-up your shipment within 48 hours after its delivery to the freight carrier's terminal center. If you are unavailable to pick-up your shipment delivery within two days after the shipment arrives to the service center, the carrier will assess charges of a storage fee. If you would like to change the address your shipment is delivered to, after your order has shipped, the carrier will bill you a re-consignment fee. We must authorize any changes to the final delivery address.

UPON ARRIVAL OF YOUR FREIGHT SHIPMENT:

Items that are visibly damaged should be refused at the time of delivery.

Upon receipt of your shipment, please inspect each carton and piece of equipment on the pallet:

  1. Count the number of pallets. Make sure that your count matches the count on the delivery receipt.
  2. Look for any damage to the packaging. Damage to the packaging includes:
    • Broken pallets
    • Shrink wrap that is falling off, missing, slightly torn, dirty or has holes
    • Cardboard with tiny crinkles, dents or tears
  3. Inspect underneath any packaging with damage, no matter how slight the damage.
  4. When in doubt, sign the delivery receipt noting damage.

YOU ARE LIABLE FOR ANY DAMAGE TO THE PACKAGING OR PRODUCTS NOT NOTED AT THE TIME OF DELIVERY. DO NOT SIGN THE DELIVERY RECEIPT CLEAR UNTIL YOU HAVE DETERMINED THAT YOUR SHIPMENT IS COMPLETE AND FREE OF SHIPPING DAMAGE. YOU MAY REFUSE PRODUCTS THAT ARE NOT IN ADVERTISED CONDITION. IN THE EVENT THAT OUR CLAIMS POLICY IS NOT ADHERED TO BY THE CUSTOMER, WE RESERVE THE RIGHT TO REFUSE REPLACEMENT OF THE ORDER. 

YOU ONLY HAVE 48 HOURS IN WHICH TO REPORT "CONCEALED DAMAGE" SO PLEASE UNBOX AND INSPECT YOUR EQUIPMENT IMMEDIATELY AFTER RECEIPT!

IMPORTANT NOTE: UPON UNPACKING YOUR EQUIPMENT, YOU MAY FIND THAT SOME OF THE COIL FINS ARE SLIGHTLY BENT. BENT FINS ON YOUR EVAPORATOR OR CONDENSER COIL ARE COMPLETELY NORMAL AND HAPPENS DURING THE MANUFACTURING AND ASSEMBLY PROCESS. BENT FINS WILL NOT IMPEDE THE FUNCTIONALITY OF YOUR EQUIPMENT AND DOES NOT CONSTITUTE EQUIPMENT “DAMAGE”. CLAIMS CANNOT BE FILED FOR BENT FINS. UNLESS THERE IS VISIBLE DAMAGE TO THE EXTERNAL PACKAGING AND/OR PANELS OF THE UNIT, THESE CLAIMS CANNOT BE ACKNOWLEDGED.

OPTIONS WHEN SIGNING THE DELIVERY RECEIPT:

Clear:

Pallet (skid) count is correct

Packaging in excellent condition

Products in excellent condition

Shortage:

Pallet (skid) or package (box) count is not correct

If the number of pallets and/or packages you receive does not match the number on the delivery receipt, mark shortage on the delivery receipt with the description of what is missing. You will find your packing slip attached to the freight shipment for reference.

Theft-prevention shrink wrap shows signs of being torn, replaced or is missing

Damage:

The packaging is not in excellent condition (include description)

Product(s) not in excellent condition (include description)

Damaged:

The shrink wrap shows signs of wear, is torn or has been replaced during transit.

CONTACT OUR CUSTOMER SERVICE DEPT. FOR QUICK RESOLUTION TO SHIPPING PROBLEMS

Contact us by phone (888) 474-9966 or email claims@theacoutlet.com if you have any trouble with your shipment.

    1. If you sign the delivery receipt damaged and take delivery of the products, you may do one of the following:

a) Retain the equipment and receive a cash settlement or replacement parts.

OR

b) Exchange the equipment. We will reship a new item once the damaged item is en route back to us.

  1. If you refuse the product that is damaged, noting that you are refusing due to damage and take delivery on the undamaged products, we will reship a replacement product once the damaged unit is confirmed to be en route back to our Distribution Center.
  2. If you sign that there is a shortage, we will work with the Freight Company to track the missing portion of your shipment. Please allow up to 10 business days for the Freight Company to locate any missing pieces of your shipment. If the Freight Company is unable to locate the missing pieces of your shipment, the item(s) will be shipped to you at no charge.
  3. If you sign the delivery receipt clear, but later determine that your equipment has been damaged, the settlement outcome is between you and the freight company. You must report concealed damage within 24 hours of the delivery. You must establish that the damage occurred prior to you receiving it. If you require assistance in filing a claim with the freight carrier, we are here to help. Please note, should you refuse to file a claim, the Company cannot be held liable for damages. You can return the damaged equipment back to our facilities for a refund. We may reserve the right to refuse replacement of the order once the refund is issued.
  4. If you sign the delivery receipt clear, but later determine that you received fewer pieces than the delivery receipt indicated, there is no recourse, although the carrier can perform a search of their docks. Unfortunately, the carrier will automatically deny these types of claims.

SHIPPING CLAIM FORM

Please provide us with the following information in order to process your claim request. This form must be completed in full in order to expedite your claim.

Drag & drop files here

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Once we receive your email we will process it and respond accordingly. We value your business and will attend to your claim as quickly as possible. Please note follow-up phone calls and emails will not speed up the response time. Thank you for your patience in advance and we look forward to resolving your concerns.