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Frequently Asked Questions

Click a question below to see its answer. If you have a question that does not appear on the list, please call us at 866-554-HEAT (4328) or email us at sales@eComfort.com and we will do our best to answer your question as quickly and completely as possible.

 

  1. Where are you located?
  2. How much is delivery?
  3. Do you allow customers to pick up orders from your warehouse?
  4. Why does this product say "In stock" but also state "ships in 7-9 days"?
  5. Do you offer expedited shipping services?
  6. How come when I pay to have an order shipped overnight, it's not shipped out on the same day?
  7. Can I have my order partially shipped?
  8. Do you ship to PO Boxes?
  9. I'm a customer in Canada. Can I buy from your website?
  10. If I live in Canada, will my warranty carry over?
  11. Is your site secure?
  12. Why is it necessary to provide my email address when placing an order?
  13. What type of payment options do you offer?
  14. How do I pay by check or money order?
  15. Do you offer payment plans for orders?
  16. Do you charge tax?
  17. How come you accepted payment from me when the order hasn't shipped yet?
  18. Do you offer technical support?
  19. Why are you unable to provide sizing calculations immediately over the phone?
  20. Why does it take 5 days for a heat load loss calculation?
  21. Do you carry parts for my system?
  22. Do you offer products other than those listed on your website?
  23. Do you have any installers in my area?
  24. I can't log into my account/I can't change my address on my account. What do I do?
  25. Can I use multiple coupons on one order?

 


 

  1. Where are you located?
    Our corporate headquarters is located in Buffalo Grove, Illinois (a suburb of Chicago).

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  2. How much is delivery?
    In almost all cases where your order is over $200, shipping is absolutely free. Visit our Shipping Policy for complete guidelines. If your order is less than $200, shipping will vary based on the size of the product purchased. Whether purchasing online or over the phone, we will provide you with shipping costs before your order is completed.

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  3. Do you allow customers to pick up orders from your warehouse?
    At this time we do not have a pick-up/drop-off station at our warehouse. We realize this may be somewhat of an inconvenience, which is one of the reasons we offer free shipping to our customers in the continental US on many orders.

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  4. Why does this product say "In stock" but also state "ships in 7-9 days"?
    While many of our products are kept in our warehouses, sometimes a product is stored in one of our partner’s warehouses. Since these “in stock” products are stored outside of our facilities, the transfer process can take some time, which is why there may be a lead time before a product ships. We do our best to advertise lead times based on information provided by the manufacturer and notify you of any delays immediately. If you need to confirm your shipping time, please call us at 866-554-HEAT (4328) and a customer service representative will be happy to help.

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  5. Do you offer expedited shipping services?
    Expedited service is available on most Parcel shipments and some LTL Freight shipments. You may request expedited shipping on Parcel shipments via our online checkout. For expedited shipping requests on LTL Freight shipments, please place your order by telephone during regular business hours. There is an additional charge for expedited shipping, whether Parcel or LTL Freight. The charge will vary, depending on the products in your order. Please note that expedited shipping service will not effect the processing time of your order -- it will only alter the class of shipping service used.

    Expedited LTL Freight service is not available in all areas. We do not ship heavy or fragile products via Parcel due to the likelihood of damage. We do not ship 3rd Party Bill-To on customers' UPS or FedEx accounts.

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  6. How come when I pay to have an order shipped overnight, it's not shipped out the same day?
    As discussed above, some products have a lead time in addition to the transit time. If expedited shipping is requested, we ship via that class of service, but it will not affect the processing time prior to shipment. Therefore, if your product has a processing time of 3-5 days and you request expedited shipping, we will ship your product to you via expedited service in 3-5 days.

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  7. Can I have my order partially shipped?
    Yes! The best way to ensure a partial shipment is to call us at 866-554-HEAT (4328) and speak with a customer service representative.

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  8. Do you ship to PO Boxes?
    We cannot ship to PO Boxes. We will require a physical address to ship your goods.

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  9. I'm a customer in Canada. Can I buy from your website?
    Yes! If you complete your order on the website, we'll contact you with the shipping cost before proceeding. If you place your order over the phone, we will provide you with the cost before completing your order. Please note that you may be responsible for customs brokerage charges and/or sales taxes.

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  10. If I live in Canada, will my warranty carry over?
    Yes! Your warranty will work the same in Canada as it does in the United States. Please note that we will send the new part to the original shipping address, regardless of where the defective part was installed.

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  11. Is your site secure?
    Yes, with eComfort.com we guarantee all transactions to be 100% safe. Our website utilizes a secure server. Transactions on our site are protected with a 256-bit Secure Sockets Layer encryption. We utilize the latest in encryption technology to ensure complete protection, safety and security to all of our customers.

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  12. Why is it necessary to provide my email address when placing an order?
    Most of the communication between us and the customer is via email. We will also send all of the order updates through email, as well.

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  13. What type of payment options do you offer?
    You may pay for your purchase with a credit card, check, eCheck, or wire transfer. We accept VISA, MasterCard, and Discover credit cards. If you are purchasing online, you can also pay with your Amazon account. If you would rather not submit payment information over the internet, you have the option to purchase you order online and pay by credit card over the phone, check, or wire transfer. Please note that if your order will not be processed until we receive your payment.

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  14. How do I pay by check or money order?
    During the checkout process, select the "Check, eCheck, or Credit Card by Phone" option under Payment Methods. Simply print out your order confirmation and include it with your check. As soon as your payment is received, your order will be processed.

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  15. Do you offer payment plans for orders?
    Unfortunately, at this time we do not offer any payment plans. Payment is due in full before your order can be processed.

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  16. Do you charge tax?
    There is NO SALES TAX on any order shipped outside of Illinois. For orders shipping to Illinois addresses, the current tax rate is 8%. Illinois customers who are exempt from sales tax must provide proper documentation.

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  17. How come you accepted payment from me when the order hasn't shipped yet?
    We require payment at the time of purchase so that we may begin processing your order. While your order may not have shipped yet, be assured that we are working on your getting your order to you as soon as possible. For information about your order status, please call us at 866-554-HEAT (4328).

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  18. Do you offer technical support?
    Yes! Our degreed engineers are available to help you with pre-project planning, installation and post-installation support. Just call or email us with any questions! For technical issues during installation and post-installation, we will require direct communication with you contractor.

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  19. Why are you unable to provide sizing calculations immediately over the phone?
    Computing proper sizing for your equipment is not a simple matter. We want to make sure you get the right equipment the first time, so we make sure to have our engineers perform a scientific sizing calculation based on your specific information. While it takes a little more time initially, it will save you a lot of headaches down the road by preventing improperly sized equipment.

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  20. Why does it take 5 days for a heat load loss calculation?
    Our engineers receive many sizing requests every day. We ask you to allow us 5 days to complete your heat load loss calculation to ensure that we are able to give it our full attention and expertise, while returning the estimate in a timely manner. Please keep in mind that we offer these professional sizing estimates as a free service to our customers. You may be able to have this calculation performed more quickly elsewhere, but it will likely cost somewhere between $200-$500.

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  21. Do you carry parts for my system?
    We do carry some parts on our website, but if you cannot find a part for a brand that we carry, we are most likely able to special order it for you. We don’t stock any parts that aren’t listed on the website, but we will be happy to assist with pricing and lead time for any part you need.

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  22. Do you offer products other than those listed on your website?
    Yes! We can quickly source almost any HVAC product from any manufacturer and provide you with a competitive price. This includes manufacturers and products that are not listed on our website. Email, call or chat with us to discuss your product needs.

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  23. Do you have any installers in my area?
    Unfortunately, we do not have any contractors that work directly for eComfort.com. However, we are in a great position to be able to help you find qualified contractors in your area. If you select this option during checkout, we will work to find up to 3 local qualified contractors to install your equipment after you complete your order. While we are almost always able to connect you with someone in your area, due to variances in population density and contractor availability, we are unable to guarantee that we will be able to find an installer. In the even that you want or need to find a contractor on your own, we recommend visiting websites that offer this information, including Angie’s List, Yelp, and ServiceMagic.com, among others. Don’t be afraid to ask friends or relatives for recommendations, either – they can be a great source of information. If you’re new to hiring a contractor, feel free to read our guide on using contractors.

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  24. I can't log into my account/I can't change my address on my account, what do I do?
    Please call our customer service team at 866-554-HEAT (4328) and we will be glad to assist you.

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  25. Can I use multiple coupons on one order?
    Unless explicitly specified otherwise, any given eComfort coupon may not be combined with other offers.

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Last Updated: October 5, 2014

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