Ordering
Credit cards are charged at the time the order is placed, including any federal, state or municipal tax, where applicable. We are obligated to charge sales tax on all orders originating in the state of Florida and Illinois. We accept major credit cards issued in the United States of America.

You may prepay your order by American Express, MasterCard, Visa, and Discover Card.
Electronic-check and check-by-mail methods are available by contacting our customer service at 1.800.856.9158.

Please note that a business or personal check will be held for 10 business days before your order is processed if you would choose "check by mail" option.

After you have placed an order, you will receive an Order Confirmation via email.
Before your order is shipped, you will be required to print, sign, and fax or email said Order Confirmation to our company with the phone number or email address provided on the receipt.

If you have chosen the FedEx Freight Terminal Pick Up, we will use the " Ship To" Zip Code provided with your order, to select the appropriate terminal in your area when the order is processed.

Shipment Method of Delivery
Ductless HVAC Supply, Inc. takes great pride in making every effort to ensure that your purchase arrives in a timely manner and in good condition.

Keep in mind, even with the small size of ductless mini splits systems, mini split outdoor units are "larger in size and weight" than the common small package, we are used to receiving.

Due to the many mechanical parts, solder connections, compressor, and refrigerants contained in this type of product, air-conditioning condenser orders are shipped on a pallet, strapped and shrink-wrapped and transported via FedEx Freight.

Keep in mind that your purchase is transported by a freight carrier (18-wheeled tractor/trailer).
Actual charges will be determined by shipment characteristics and any additional service options applicable at the time of shipment.

Our philosophy behind this special care is to minimize the possibility of transit-damage in the interest of consumer productivity.

At check out, you will have the option to select from three types of deliveries:

1) FedEx Freight Terminal Dock Pick-Up (no charge)

This option allows you to drive your small truck or SUV to your local FedEx Freight Terminal and pick up your purchase. Click here to locate a FedEx Freight Terminal in your area.

Identification will be required at pick up. It would be wise to bring a knife or cutters so that you can remove the straps and shrink-wrap from your purchase and proceed to place the items into your truck or SUV. Depending on the type of system, keep in mind that the average outdoor unit (which is the biggest) is around the size of a large suitcase and weighs between 70 and 150 lbs.

***For product inspection guidelines before signing the delivery receipt, see below.

2) Residential Delivery ($79 charge)

A private residence is defined as a house, apartment complex, dormitory, farm or ranch that is not open to walk-in public during normal business hours.

When choosing residential delivery, someone must be available to physically unload the truck.

It is not the driver’s responsibility to remove the product from the truck.

You should possess a knife or cutters so that you can remove the straps and shrink-wrap from your purchase and proceed to remove the items off of the pallet and from the truck.

Depending on the type of system, keep in mind that the average outdoor unit
(which is the biggest) is around the size of a large suitcase and weighs between 70 and 150 lbs.

This task usually requires two people. If you are unable to physically remove the product from the truck and a liftgate is required from the trucking company, there will be an additional charge of $139 which you will be required to absorb through your credit card on file.

***For product inspection guidelines before signing the delivery receipt, see below.

3) Commercial Delivery with Dock (no charge)

Commercial delivery can be accomplished when such commercial structure designated
for delivery has an industrial-sized loading dock suitable for an 18-wheeled tractor/trailer.

***For product inspection guidelines before signing the delivery receipt, see below.

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Product Inspection Guidelines
By purchasing our product you are acting as your own contractor and, as such, upon arrival, and prior to signing the delivery receipt, you should ascertain the condition of the shipment.

Please personally inspect the product very carefully for any shipping damages.

Open all boxes to thoroughly inspect the product for any damage that may have occurred
in transit.

Our responsibility ceases upon delivery of product in good condition to the carrier.

The shipment becomes your property upon signing the delivery receipt.
Any visible damage including dents, tears, holes, etc., must be noted on the delivery receipt BEFORE accepting shipment. Please be certain to note in detail any damage on the delivery receipt or bill of lading in order to assist in resolving any claim for damages that may arise. Please be precise when noting details of any damage along with any photographs which
can be very helpful in the success of processing a claim for damage to a shipment.

It is also advised that the buyer should require the agent of the carrier company to make
a notation of the delivery condition of the freight. Your cooperation in following these recommendations can be essential in processing a claim for damage.

Please keep all packing materials and boxes until the issue is resolved. Any damage discovered after packaging has been removed must be reported to Ductless HVAC Supply, Inc. within twenty-four (24) hours after receipt of product(s).

If anything is missing from your shipment, please notify Ductless HVAC Supply, Inc. immediately so the item(s) can be forwarded to you without delay.

Any and all shortages must be reported to us within twenty-four (24) hours from the date of delivery.

Ductless HVAC Supply, Inc. reserves the right to reject any claim for a missing part(s) after the twenty-four (24) hour period has expired.

YOU ARE NOT REQUIRED TO SIGN FOR ANY DAMAGED FREIGHT FROM THE CARRIER—ANY FREIGHT YOU SIGN FOR ATTESTS THAT YOU ARE RECEIVING THE PRODUCT IN GOOD ORDER AND IT DOES BECOME YOUR PROPERTY!

As long as you do not accept receipt for a damaged product(s) by signature, call us and we can ship you a new product and handle the claim. Otherwise, it is your responsibility to file a claim with the shipping company and have them pay for repairs to the damaged product(s) as you claimed on the delivery receipt.

Deliveries refused for reasons other than shipping damages shall be handled in the same manner as a return.

All orders placed are subject to product availability and will be shipped according to Ductless HVAC Supply, Inc. shipping policies.

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Warranty
Ductless HVAC Supply, Inc. makes no warranty by expression or implication, including any warranty of merchantability or fitness. Nor do we guarantee or accept responsibility for selection of the appropriate product for a given application.

All customers are well advised to retain the service of a knowledgeable professional for an onsite inspection in order to determine proper suitability and installation for any particular application. We shall honor all product warranties as set forth by the respective manufacturer, and product replacement is subject to said manufacturer’s policy.

Note: Warranties on mini split air conditioners only include parts and do not include labor. The licensed professional who installs your air conditioner could provide you with a labor warranty.

Upon receipt of your order, please review the warranty information to ascertain the terms
and conditions applicable to replacement. In the event such documentation is missing, please contact our business office for prompt issuance thereof.

In order to validate the product warranty you must secure a receipt from a certified technician to verify that the task was accomplished according to manufacturer guidelines. We cannot process claims under warranty without said receipt unless otherwise approved.

Although there are additional costs for having a certified technician install your product, there is, in fact, extra value for the money. Such advantages of having professional installation include a labor warranty provided by the technician on his workmanship and the validation of your warranty with the manufacturer.

Please note that when a system is correctly installed, a claim under warranty is rare.

If you decide to act as your own contractor, of course, we will not warranty your labor. Any labor warranty must be secured from the person responsible for the install and/or inspection.

In the event that a problem occurs during the term of manufacturer warranty, you must have
a certified HVAC technician provide a diagnostic analysis in order to determine what product,
if any, is defective.

If a replacement product is required, we will assist you in obtaining the needed product under the manufacturer product-warranty.

In order to initiate the warranty process, an RMA (Return Merchandise Authorization) number must be issued from our Warranty Division. Before an RMA number may be issued, you must, first, have your HVAC technician contact our tech support while on location of the installation so that we may have the opportunity to combine our efforts and properly troubleshoot and diagnose the product.

YOU MUST PROVIDE YOUR ORDER NUMBER BEFORE TROUBLESHOOTING AND DIAGNOSIS BEGIN.

In the event that a determination is made that a part replacement is warranted, you must secure the model number and serial number of the unit containing the defective part, as will be explained by our tech support when replacement has been determined. Your order number, model number and serial number of the defective unit (indoor unit or outdoor unit) must be secured before placing a call, faxing or emailing us to seek issuance of an RMA number. Please click here to download the RMA form and follow the instructions contained therein in order to complete the warranty process.

Any service charge(s)/technician call(s) are not covered under warranty; WARRANTY IS EXCLUSIVELY APPLICABLE TO PRODUCT. You shall be required to pay all shipping costs relevant to warranty-replacement product.

Warranty Replacement Options

Standard Product Replacement:
We shall ship the replacement product upon receipt of your defective product

Advanced Product Replacement:
We shall ship the replacement product before receipt of your defective product.
You shall have 30 days from the date of shipping to send us your defective product.
A major credit card shall be required to insure that Ductless HVAC Supply, Inc. receives
the return-product within 30 days from the date the return is created. Upon receipt of the defective product, all monies secured under this provision shall be returned to the credit card
on file.

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Installation
Ductless HVAC Supply, Inc. does not recommend a complete do-it-yourself installation.
It is always our advice that a system be installed by a certified HVAC technician with proper knowledge and background. However, many consumers have chosen to install their system(s) and hire a qualified HVAC technician for final inspection and startup procedures.
Please keep in mind if you choose self-installation, that Ductless HVAC Supply, Inc. cannot be held responsible for any damage or injury to persons, property or product as a result of a non-professional installation. Although you, the purchaser, accept all risk of installation and operation, we will assist you with any questions and/or technical support to the best of our ability by calling 1.800.856.9158 ext. 3, 9 a.m. through 9 p.m. PST, seven days a week.
You shall accept the risk in voiding manufacturer warranties and the possibility of causing harm to the system(s), persons or property by attempting a do-it-yourself installation.
Ductless HVAC Supply, Inc. cannot be held liable for improper installation and operation of any product purchased from our company.

EPA REGULATIONS
Purchaser hereby acknowledges that federal law prohibits opening the refrigeration lines of any product purchase. As mandated by law, a properly licensed HVAC technician is to handle the refrigerant involved with or contained in any system/unit. Purchaser hereby assumes full responsibility for the safe and proper installation in accordance with applicable local code requirements.

Ductless HVAC Supply, Inc. does not provide installation and it is the purchaser’s responsibility to hire a certified HVAC technician to install the system. Ductless HVAC Supply, Inc. strongly recommends that you have secured the services of an HVAC technician prior to ordering your system(s).

Safety
It is the users’ responsibility to provide proper safety devices, procedures and equipment
to safeguard the machine, or machines, to conform to Federal, State and Local Government Safety Standards and all Industry Safety Standards. Buyer agrees to indemnify and hold harmless seller of and from any and all claims or liabilities, warnings, or recommendations available from the original manufacturer, or by failure of the user to comply with Federal,
State and Local Laws applicable to such equipment including the Occupational Safety and
Health Act of 1970.

Order Cancellation and Return Policies
Free-Shipping, as advertised, is a company courtesy. As you are aware, these costs are actually absorbed by our company in the product total-purchase price. In other words, shipping costs are actual costs paid for by our company to the various carriers. Cancelled Orders are subject to a *15% cancellation fee. You shall be responsible for any shipping charges incurred for the shipment and return of product to our warehouse.

Special Orders may be cancelled within the same business day the order is placed and is subject to a *15% cancellation fee. You also must cover complete shipping costs if product has left the factory. A Special Order is defined as product that is not in stock and subject to special-request from the factory.

Returns shall be accepted within 30 days after the product is delivered. For return-approval
all product must be in original and new condition in an unopened box and secured on a pallet in the same manner it was shipped. A return authorization number must be obtained from Ductless HVAC Supply, Inc. prior to the return of any product. You shall be responsible for shipping and handling fees at all times. Returns are accepted for complete money back or store credit subject to a *15% restocking fee.

It is strongly recommended that you insure returned product in the same manner as it was shipped. You are responsible for filing a shipping claim should a return be lost or damaged in transit.

*15% is calculated on the product sale price as stated on the original invoice.

**No Returns Shall Be Allowed On Electrical Parts.

We will work with you fairly to insure that you are happy with your purchased product.

Pricing Policy
Prices and special offers are subject to change.

Sales Tax
Ductless HVAC Supply, Inc. collects and remits sales tax as appropriate. If you have tax-exempt status, please call 1.800.856.9158. You shall be required to provide your state tax-exempt certification prior to purchase. Please note: Ductless HVAC Supply, Inc. reserves the right not to sell to resellers.

Pricing and Availability Errors
Errors shall be corrected as discovered. Ductless HVAC Supply, Inc. reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions including after an order has been submitted and whether or not the order has been confirmed with your credit card being charged. In the event that your credit card has been charged for the purchase and your order is cancelled, Ductless HVAC Supply, Inc. will remit the amount of the charge to your credit card. Individual bank policies will dictate when the given amount is returned to your account. If you are not fully satisfied with your purchase, you may return it in accordance with our company’s Return Policy. Prices and availability of products are subject to change without notice.

Product Display Colors
Our website attempts to display product images as accurately as possible. However, we cannot guarantee that the color you see matches the product color as the display of color depends, in part, upon the inherent characteristics of the particular monitor in use.

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Privacy Policy
At Ductless HVAC Supply, Inc. we recognize that many consumers visiting our website are concerned about any information they provide online, and how that information is maintained and disseminated. To address these concerns and to demonstrate our commitment to privacy, we have developed and implemented this Privacy Policy. This Policy relates only to our online information collection and use practices.

PLEASE READ AND UNDERSTAND THIS POLICY BEFORE USING OUR WEBSITE AND PROVIDING ANY INFORMATION THAT MAY BE CONSIDERED OF A PERSONAL NATURE.

Your use of our website is expressly conditioned on your acceptance of this Privacy Policy.
By using our website, you signify your assent to this policy.

General Policy
In the course of conducting our business, we require certain information from our users that may be deemed personal or private in nature in order to enhance the use of ductlesshvacsupply.com and minisplitsystems.com, facilitate communication for transactions conducted on our website, and to make you aware of available goods or services that may be of interest to you. This information is collected for Ductless HVAC Supply, Inc. as outlined in this Privacy Policy.

Information Collected
Certain services may require that you provide data. This information is provided voluntarily and knowingly by the consumer. This information may include, but is not limited to:

Registration Information—including name, address, and demographic information requested for certain site features

Order Information—including billing and shipping information as well as order specifications

Survey Information

Internet Protocol Address/”Cookies”

Use of Information
Information will be obtained and maintained primarily to enhance the use of and to facilitate communication for transactions conducted on our website.

In addition, other data may be collected relating to preferences and usage that may be used
in aggregate or on an individual basis to help target information specific to your interests and needs.

Information supplied may also be used to conduct research in order to make improvements in
the services offered by Ductless HVAC Supply, Inc.

Finally, we may use the information to communicate service changes, new features, technical issues, updates, and other news about our products.

Ductless HVAC Supply, Inc. provides you with choice and control over the collection and use of any personally identifiable information that may be provided online and, also, provides a means for updating, correcting, or removing this information.

Sharing of Information
Ductless HVAC Supply, Inc. will take reasonable means to keep all user data private and secure at all times.

We may provide links to other websites that may be of interest to our consumers. These websites operate independently of Ductless HVAC Supply, Inc. and have established their
own privacy and security policies. Consumers are encouraged to review policies at any website visited.

At no time will any billing information be provided to third parties. Personal or contact data will not be shared with third parties except as identified herein.

Ductless HVAC Supply, Inc., acting in good faith, may disclose information if it believes such action is necessary to 1) conform to legal requirements or comply with legal processes; 2) protect and defend the rights or property of Ductless HVAC Supply, Inc., and/or 3) act to protect the interest of its consumers.

Adherence
Ductless HVAC Supply, Inc., acting in good faith will adhere to the principles outlined in this Privacy Policy. By using our website, you must understand that circumstances beyond our company’s control may prevent full compliance with its principles and, in turn, you must hold harmless Ductless HVAC Supply, Inc. for any occurrences or behavior in contrast to those outlined in the Privacy Policy. Please notify our company by email at customerservice@ductlesshvacsupply.com should you become aware
of any instance in which these principles are not upheld.

Opt Out
Ductless HVAC Supply, Inc. recognizes that not all consumers wish to receive news and other offers. We have provided an opportunity for you to “opt out” by contacting us. We will take reasonable means to protect your information as indicated in this Privacy Policy. If you wish
to change the status of participating in our programs, please email our customerservice@ductlesshvacsupply.com.

Termination of Use
Ductless HVAC Supply, Inc. may, in its sole discretion, terminate your account or your use of the website at any time. You are personally liable for any orders that you place or charges that you incur prior to termination. We reserve the right to change, suspend, or discontinue any and all aspects of our website at any time without prior notice.

We are happy to inform you that we will always provide free technical support for our customers at 1.800.856.9158 ext. 3.

You may also purchase replacement parts for product you have purchased from us.
Simply contact us and we will gladly assist you.

If you have any questions, comments, or suggestions, we welcome you to contact us.
We wish your family and you a comfortable home environment.

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