Order Policy
Satisfaction Guarantee
Simply contact us within 30 calendar days after your hardware arrives and we'll walk you through returning your order. If the hardware arrives damaged, we'll send a replacement at no additional charge. If a replacement would not correct your issue, we'll happily give your money back.
You must have received your hardware to qualify for this policy and it is required that the unwanted hardware be returned prior to issuing a replacement or refund. Reach out to us before returning your hardware. Prior authorization is required for returns. Limit one replacement or refund per product; limited to 5 items per household per lifetime.
Not Covered Under This Guarantee
Any product shipped outside of the United States
Products installed in commercial applications
Commercial orders may not be eligible for this offer and subject to different terms.
A commercial order is any order received through a qualified re-seller.
Comfort Guarantee
With our Comfort Guarantee we offer you complete peace of mind.
Customers who purchase any offer that includes an annual on-site system tune-up and complete their system profile are eligible for the Comfort Guarantee.
Once eligible, If smartac.com fails to notify you of a potential system failure prior to a system breakdown then you are eligible to receive one year of free monthly subscription service.
Eligibility
Customer must have completed their system profile within the first 30 days of installation
Smartac.com requires a 90 day calibration period after the initial hardware is installed before the Comfort Guarantee begins
New air filters must be installed during the 90 day calibration period
Annual system tune-up, which must be performed by a licensed HVAC service provider, must also be completed during the 90 day calibration period
Not Covered Under This Guarantee
Refunds are not offered under this guarantee
Any product shipped outside of the United States
Products installed in commercial applications
Commercial orders, defined as any order...
Comfort Guarantee Claims
Customer must submit their free year of service request via smartac.com comfort guarantee redemption process with basic details
Customer must submit documentation from a licensed HVAC service provider as to the time, date, cause of the failure, implemented fix from the service provider as well as the price incurred to resolve the issue.
Order Changes and Refunds
Changes, Cancellations and Refunds
Because our products are configured to each house and comfort system combination, they may not be suitable for all houses. Therefore, it is important that you are sure of your decisions before you finalize your purchase. We are happy to change or cancel orders as long as you contact us within 24 hours from the date and time the order was submitted to us. Please email our Customer Service department at support@smartAC.com to process any changes or cancellations. Below are some points about how we handle cancellations and changes:
Since shipping preparation begins shortly after the order is placed, cancellations and changes can only be made for a period of 24 calendar hours after your online order is finalized without potential fees.
Address changes are not permitted once an order is shipped.
If you cancel your order during this 24 calendar hour period, we will refund your money.
If the cancellation or change occurs at any time beyond this 24 calendar hour period some additional charges may apply.
On extremely rare occasions there may be delays caused by out-of-stock materials, shipping delays, temporary factory overload, holidays, or other factors beyond our control. In the event of a known delay and a manufacturer notifies us, you will be contacted that day.
We reserve the right to reject any order, at our discretion.
Inspection of Merchandise
IMPORTANT: If your merchandise has been damaged in shipment, was made incorrectly, or has any manufacturer defects, notify us within 30 calendar days after delivery to your home and we'll have the damaged merchandise either repaired or replaced at no cost to you. If you do not notify us within this 30-day period, we won’t be able to do so. All damaged shipments must be signed for as damaged.
Shipping Information
We want your ordering experience to be as simple as possible, which is why we offer free shipping to the contiguous United States.
Hawaii and Alaska
We cannot ship orders for free to Hawaii or Alaska. For these orders we'll contact you by phone or email to collect a shipping fee.
For oversized products (96" or over in width or height), we'll contact you by phone and email to collect a shipping fee.
Other Notes on Shipping:
No shipments can be made to PO Box addresses.
No shipments can be made to military bases outside the continental United States (APO and FPO addresses).
Address changes are not permitted once the product has shipped.
All delivery times listed on the website or on any other smartac.com material (ads, direct mail, emails, etc.) are estimates.
Multiple Shipments
Different types of houses might require a variety of different bundles/sensors. For the fastest delivery, we ship each product to you as soon as it is ready, meaning you may receive multiple shipments for the same order. That way, you’ll have each product as soon as possible!
Freight Damage and Missing Parts
Upon receiving your order please be sure to inspect boxes carefully and alert your driver to any observed damage. If you find damaged items, please do not discard the boxes! We highly encourage you to take pictures of the damage, as the carrier will likely require them to process your claim.
Please contact us within 30 calendar days of the delivery date to report any freight claims to smartac.com Customer Service.
If any parts are missing from your order (including installation accessories), please contact us within 30 calendar days and we’ll help you get replacement parts.
International Shipping
Currently we do not ship our product outside the United States
Delivery Times
Delivery times given are estimates based on normal production and shipping times, and may vary depending on the product.
Estimated delivery times include working days after our receipt of your completed order and exclude weekends, holidays and factory closing days.
On occasion, there may also be delays caused by backordered merchandise, factories slowing or stopping production to take inventory, temporary factory overload, or other unforeseen problems.
Estimated delivery times may also vary during peak seasons such as holidays.
Back Ordered Items
Products may be placed on backorder by manufacturers we work with. Whenever we receive notice of backordered items, we will notify you immediately and give you the option to change or cancel your order.
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