Frequently asked questions



What credit cards do you accept?

We accept Visa, MasterCard, Discover and American Express. We also accept payments through Paypal.

What should I do if I do not receive an order confirmation?

An order confirmation is emailed with every order. If you do not see the confirmation in your inbox the same day you have placed your order, first check your junk mail folder in case it was inadvertently filed there. If you still do not see it, Contact Us to resend it you. Also, if you have set up an account, you can log in to review your orders there.

When will I receive my order?

Our standard order processing time is 2 business days for regular ground orders and 1 business day for expedited orders (Next Day and 2 Day delivery).

Delivery lead time will vary based on your location. We ship all orders from our Factory in Vancouver Washington. Generally for regular ground shipments, west of the Rocky Mountains will deliver within 1-3 business days from the date your order ships and east of the Rocky Mountains will deliver 4-6 business days from the date your order ships.

What shipping methods do you use?

Most orders ship via UPS, but we do use other carriers such as FedEx, USPS and OnTrac.

What is the delivery lead time?

Standard Ground delivery lead time will vary based on your location. We ship all orders from our Factory in Vancouver Washington. Generally, west of the Rocky Mountains will be 1-3 business days for delivery and east of the Rocky Mountains will 4-6 business days.

What is the return policy for new heaters or thermostats?

If you are not fully satisfied with your purchase, contact our Customer Service Department within 10 days of receiving your product to arrange a return. Full refund will be issued for any damaged or defective products. For all other returns you will receive a refund less the original shipping charge. Click here for all the details of our return policy.

What is the return policy for heater parts?

Unless damaged or defective, all parts sales are final.

How do I make a return?

Contact us within 10 days from the date your item(s) were delivered to request a Return Material Authorization (RMA) number and we will issue a refund. Click here for all the details of our return policy.

How quickly will I receive a refund back to my card?

Refunds are processed within one business day of receiving the returned product.

When will you have more factory reconditioned models in stock?

Inventory for our Factory Reconditioned heaters will vary and not all models are available as reconditioned. If you do not see the model you need, we do not currently have inventory, and we will not always know when we will have them available. Feel free to Contact Us and we will work with you on the best option for your situation.