No items will be accepted for return without prior written authorization. Returned products may be subject to a restocking charge. Special order, factory-order, and non-stock items cannot be returned.
Any Repair Parts, Tools, Supplies or Accessories cannot be returned. To be sure before you order parts, tools, supplies, or accessories, if you are uncertain please call or email our support team. 1.866.598.7281 or firstname.lastname@example.org
All EQUIPMENT shipments shall be delivered by LTL standard shipping by a selected Freight Company; we ship to the contiguous United States only unless authorized by EXO in writing. Shipment dates quoted are approximate. EXO does not guarantee a particular date for shipment or delivery. LTL Shipments cannot be expedited. Shipments are covered by a damage freight policy set by the Freight Carriers; EXO will handle and file any shipping damage claims as long as proper notations have been noted on the freight bill.
Carefully inspect your EQUIPMENT shipped before signing the FREIGHT delivery receipt presented by the driver. Note any damages or suspect damages on the receipt. They state on their freight bill recipient is liable for damage or shortages not noted at time of delivery.
If you receive a severely damaged piece of equipment, after you have made damage notations on the freight bill, you can write REFUSED 1 or more items, and then have the driver reload for return to the our shipping warehouse.
Call EXO to advise and send pictures of the damaged items as soon as possible.
Failure to properly inspect your freight when it is received for damage and or if freight bill is signed without damage notations, then EXO has no recourse for assisting in damage Freight Claim process against the carrier. Once Freight bill is signed without notations you have released the carrier and have agreed you have received in good condition. Concealed damage claims against the Freight carrier is at the discretion of the carrier and may result in less than one quarter of the original cost reimbursed or if any.
Most items have processing times of 1 to 3 days and will be shipped from our warehouse with a typical delivery of 3 to 5 business days, special instances or limited product availability may delay the shipment date.
If you cancel any Credit Card order Prior to being processed & paid by your bank you will receive a full refund. If you cancel after your transaction has been successfully processed and funded by your bank a processing cancellation fee of 6 percent will apply. For equipment orders palletized & completed for LTL Pick up you will be refunded the purchase price less a 8 Percent for un-packaging processing/restocking fee. Website order accounts that state your order is still in Pending status, simply means your order is ready but has not left the shipping warehouse.
If you cancel your order AFTER it has been shipped, you will be responsible for shipping charges to return to our warehouse plus up to 30% restocking fee.
ExpressOverstock.com is not liable for damages resulting from the, shipping company improper installation or operation of equipment. This equipment IS NOT intended to be installed by anyone without the proper certifications. EXO recommends that the installed equipment or system be initially inspected and started by a licensed HVAC contractor.
The Customer is wholly responsible for hiring an EPA-licensed person for the removal and proper disposal of waste oil, refrigerant and any other material generated from the removal and installation of HVAC equipment.
We are the warranty agent for any products purchased from EXO. All communications, technical support and warranty filings will be performed by us.
All our products sold come with a standard Limited Parts Warranty of 5 years, Compressors are Limited Parts 5 or 10 or Lifetime on some depending on model, Gas Furnaces Limited 20 year or Lifetime on some models on the Heat Exchanger.
ExpressOverstock shall not be responsible for labor charges for removal or re-installation of defective parts, charges for transportation, handling, warranty processing and shipping or refrigerant loss.
If/when purchased from EXPRESSOVERSTOCK.COM and after warranty coverages have been verified we will file your warranty claims, 75.00 (processing, handling) to file a claim for a small item (e.g. electrical parts, motors, etc.) and 125.00 (processing, handling) to file a claim for a large item (e.g. compressors, condenser coils, etc.)
You must have:
a) our service affiliate in your area (if applicable) or b) contractor technician of your choice to diagnose the problem with your product. Then, you or the technician can notify us by sending a copy of a service repair order diagnosis by email to: email@example.com. Your name, address, model and serial of unit must be on the repair order with a clear identification of what specific part has failed. A clear description of the failure is required; merely noting “defective part” is not acceptable. We will then begin the warranty filing process.
Some warranty/faulty part(s) may need to be shipped back to us for inspection to obtain warranty credit for the failed part. If this is the case, we will notify you before proceeding that the warranty part must be purchased by credit card in advance and then EXO will credit back the charges less any applicable fees or shipping once part(s) have been returned and approved as faulty.
Limited parts warranty coverage does not cover shipping, warranty processing fees or handling costs; all warranty replacement parts are shipped to you plus freight. Depending on the product, the part and its availability, most claims can be processed and shipped to you within about 3 business days, but this is an estimate, and we cannot guarantee a specific timeline for warranty parts inventory. We charge a warranty filing fee based on the aforementioned filing fee dollar amounts.
If you require a more immediate replacement, you are always welcome to find a local dealer for your product and ask them to file the claim for you; however they are not required to file your warranty claim because they were not the ones that originally sold you the product.
If you need your parts expedited you can purchase the warranty Parts and Shipping, once defective parts returns (If Applicable) we will credit the purchase price less the warranty fees.
You may contact our warranty and support department for any warranty questions, warranty claims or filing requests, or for technical support.
Written request by email:
Contact us by Phone
Expressoverstock.com and its affiliates shall not be responsible for labor charges for removal or re-installation of defective parts, charges for transportation, warranty filing fees, handling and shipping or refrigerant loss.