Frequently Asked Questions
Why didn't I get an order confirmation email?
What's with the cancellation fee?
Due to the extremely large amount of backorders, we are absolutely overwhelmed daily with angry customers, chargebacks, order status emails, and cancelation emails. We are losing our butts while TRYING to help the customer get their backorders placed and address their questions/concerns the best we can with what we have been provided.
It was not an easy decision, but due to all the issues with the supply chain causing us problems with our customers, we just can't continue to do business efficiently with the way things have been going. We get too many orders where a customer will order from multiple sources, and will later cancel with some of those sources (including us) for various reasons from pricing and availability.
Why don't you have an active phone number?
- Due to the overwhelming amount of various requests we've had lately, we've had to allocate our resources away from the phone. Hopefully this is just temporary, but we were spending way too much time providing free tech support to non-customers while our customer were not getting the attention they needed.
- Accountability / paper trail. Both us and our customers are better protected by having records of all communications. This way we can be held more accountable for what we "say"!
Do you ship to Canada or internationally?
Do your rooftop units come with the interior ceiling assembly?
- A lot of our customers are replacing an existing rooftop unit and do not need any additional components. So to save our customers money, they are not included.
- There are many different options for ceiling assemblies. These options depend on what your particular setup is/will be:
- Is your set up ducted or non-ducted?
- If it is ducted, is it lateral ducting or center ducting?
- Center ducts are ducts/vent registers that are directly down the center of the coach, they will be in a straight line with the AC.
- Lateral ducts are ducts/vent registers that are to one or both sides of the coach, so offset from the center.
- Do you have or are you going to be using a wall thermostat, or would you prefer a wall thermostat?
- Do you have or are you going to be using a heat strip inside of the AC?
Do I need a new gasket for a newly purchased unit?
Which ceiling assembly do I need?
- Is your set up ducted or non-ducted?
- If it is ducted, is it lateral ducting or center ducting?
- Center ducts are ducts/vent registers that are directly down the center of the coach, they will be in a straight line with the AC.
- Lateral ducts are ducts/vent registers that are to one or both sides of the coach, so offset from the center.
- Do you have or are you going to be using a wall thermostat, or would you prefer a wall thermostat?
- Do you have or are you going to be using a heat strip inside of the AC?
Do you run the credit card at the time of purchase?
We have had to start charging at the time of purchase for all orders/backorders.
Due to all the backorders the past few years, so many customers would order from multiple sources. Often times forgetting about some of those sources they purchased from, or canceling the pending payment without informing us. We then ship the unit once it's finally available and we've had the following scenarios happen:
* We end up being out $300+ in shipping costs and fees on average for a $1,000 order.
* Or
* We've even had some customers keep the unit and refuse to send it back, costing us thousands of dollars.
One of the many punches to the gut us and our customers have taken over the past few years of these nationwide shortage issues.
Do you offer wholesale/dealer pricing?
We do have varying pricing levels for customers who meet a specific amount of annual volume or order volume. Once a purchase history has been established, special terms can be discussed. Please Contact Us for more information