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.
Membership Cancellations
Requests to cancel a membership must be received in writing. All requests should be sent to support@smartac.com..Cancellation requests will be processed in accordance with the type of membership.
Term membership that includes hardware (After July 15/22) - Requests to cancel a term membership will be subject to an early termination fee of 80% of the contracted term amount. We kindly request that any unopened hardware be shipped back, but do not require it. We will provide shipping labels free of charge for unopened hardware.
Discounted Hardware Promotion Purchases (Before July 16/22) - Any request to cancel your membership in the first 12 months of service will require the return of all hardware before the membership can be cancelled. Once the notice to cancel the subscription has been received SmartAC.com will provide a free return shipping label so the hardware can be returned. After receiving the hardware SmartAC.com will then cancel the membership. If you do not want to return the hardware you can choose to pay the full cost of the hardware, $149/Hardware Kit, and then have your membership cancelled.
Free Filters - The air filter order will only be shipped after the filter sizes are confirmed during the onboarding process and the onboarding process is complete. The filters will ship approximately 30 days after the onboarding process is complete. If the member cancels their service within 90 days of setup, and filters have already been shipped, additional termination fees will apply.
SmartFilters™ - The initial air filter order will only be shipped after the filter sizes are confirmed during the onboarding process and the onboarding process is complete. The initial filters will ship approximately 30 days after the onboarding process is complete. Subsequent filters will be shipped on an as needed basis with a 6 filter limit per year from the date of onboarding. If the member cancels their service within 90 days of setup, and filters have already been shipped, additional termination fees will apply.
Smart Maintenance - Within 30 days of SmartAC.com hardware setup, a local HVAC service provider selected by SmartAC.com will perform a tune-up and 20+ point inspection. If the member cancels their service within 90 days of setup, and an inspection has already been performed, additional termination fees will apply.
CCE Program - Member must remain a subscribing customer for at least two years. If they cancel prior to two years as a SmartAC.com customer, they'll be charged the following amounts based on time spent as a member: $180 if canceled in the first 6 months, $135 if canceled during months 6-12, $90 if canceled during months 13-18, $45 if canceled during months 19-24.
No Surprise Breakdowns (“$1,000 Comfort Guarantee”) Limited Warranty
With our $1,000 Comfort Guarantee, we provide you with complete peace of mind by guaranteeing your HVAC unit will not have an unexpected breakdown.
SmartAC.com Members who purchase any product that includes both SmartFilters™ and Smart Maintenance are eligible for the $1,000 Comfort Guarantee.
Member must be the original purchaser of the product, except where such limitation is prohibited by applicable law
Member must connect the SmartAC.com hardware to a residential central heating and air conditioning unit at the Member-occupied home
Member must live within 30 miles of a major metropolitan area, as defined by SmartAC.com
Steps to Activate the $1,000 Comfort Guarantee
Member must complete their system profile on the SmartAC.com App within 30 days of installing SmartAC.com hardware, including uploading a picture of the condenser nameplate through the App
Members must schedule a $1,000 Comfort Guarantee tune-up and inspection through the SmartAC.com App. New air filters must be installed after the initial hardware and prior to the Comfort Guarantee tune-up and inspection.
A local HVAC service provider selected by SmartAC.com will then perform a 20+ point inspection and complete a $1,000 Comfort Guarantee tune-up. If any part of the equipment is found to be faulty and repairs are recommended to keep the unit functioning properly, Member must agree to such recommended repairs. Any breakdown tied to any part of Equipment that is not repaired in accordance with recommended repairs is not covered by the Comfort Guarantee.
After a 14-day calibration period following the $1,000 Comfort Guarantee tune-up and inspection, the $1,000 Comfort Guarantee coverage is activated, subject to the following conditions and exclusions.
Member must maintain their hub and sensor connectivity (replace batteries, respond to connectivity alerts), replace air filters as required, install App Updates and ensure all notifications are turned on
Member must schedule service via the SmartAC.com app within 10 days of receiving a notification of a Performance Issue. If a recommended repair from scheduled service is not performed, no future breakdowns are covered by the $1,000 Comfort Guarantee.
Member must have scheduled and received a system tune-up within the previous 12 months via the SmartAC.com App
Member’s SmartAC.com subscription must be current with no outstanding payments
This Limited Warranty remains in effect as long as the above conditions and eligibility requirements are met.
$1,000 Comfort Guarantee Coverage and Claims Process
Notification of potential system breakdown may come from SmartAC.com via a digital notification, phone call, or from the technician after the on-site system inspection.
If you do not receive a notification of any kind and then experience a breakdown, then SmartAC.com will reimburse you [OPTIONAL: through applying account credit to your SmartAC.com account] for costs paid to an HVAC service provider up to $1,000 for the minimum repairs required to return your HVAC unit to pre-breakdown functioning state.
“Breakdown” is defined as any part of your compressor, evaporator coil, furnace, air handler, or heat pump that is monitored by SmartAC.com and connected to SmartAC.com hardware, failing to perform for more than 5 hours at or above [25%] of the standard established during the 14-day calibration period that renders the HVAC unit incapable of maintaining a comfortable indoor environment, as defined by SmartAC.com.
Member must first attempt to return their HVAC unit to working condition via the live technician feature in the SmartAC.com App. If the breakdown persists, Members must submit their repair request via the SmartAC.com App utilizing the “My Tech → Schedule Service” feature. If SmartAC.com does not assign Member’s request to a SmartAC.com certified HVAC service provider within 24 hours, Member may use another licensed local HVAC service provider.
The HVAC service provider will assess the breakdown on site and provide options for repairs necessary to return the unit to a pre-breakdown working state. Any repairs beyond such scope are not eligible for reimbursement.
Member must pay for repairs onsite, and SmartAC.com will reimburse the Customer directly for all eligible repairs, as determined by SmartAC.com.
If the Member chooses to forego eligible repair(s) and opts for new replacement equipment, including any combination of condenser, furnace, coil, or heat pump, then only the amount reimbursable for the eligible repair(s) will be reimbursed to Member.
Breakdowns caused directly or party from: Damage or repairs required as a consequence of faulty installation or application; Damage as a result of floods, fires, winds, lightning, accidents, corrosive atmosphere, or other conditions beyond SmartAC’s control; Damage or the need for repairs arising from the use of components or accessories not compatible with your unit; Lack of normal maintenance as described in the installation and operating manual, such as cleaning of the coils, filter cleaning and/or replacement, and lubrication; Parts or accessories not supplied or designated by the manufacturer installed by a non-certified SmartAC.com service provider; Damage or the need for repairs resulting from any improper use, maintenance, operation, or servicing provided by a non-certified SmartAC.com service provider; Damage or failure of the unit to start due to interruption in electrical service, power surges, lightning strikes or inadequate electrical service; Any damage caused by frozen or broken water pipes;
Changes in the appearance of the unit that do not affect its performance.
Replacement of fuses and replacement or resetting of circuit breaker
Reimbursements for electricity or fuel costs, or increases in electricity or fuel costs, for any reason, including additional or unusual use of supplemental electric heat.
Reimbursements for lodging or transportation charges
Refunds of SmartAC.com hardware and subscription service are not offered under this guarantee
Any product shipped outside of the United States
Products installed in commercial applications
Products installed in incomplete structures
This Limited Warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
Order 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 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 hour period, we will refund your money.
If the cancellation or change occurs at any time beyond this 24 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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