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Support Center
Support Center
How may we help you?
f you are having problems with our site or have questions, this is your first stop for help and general information. Please look through the following topics, to see if we have already answered your question. If not please feel free to email us with your situation, or call us toll free at 1-888-441-6942
About the Warranty Claim
About the Route AC Money Back Guarantee, Returns and Cancellations
About Shipping
About Payment and Checkout
About Privacy and Security
Contact Us
Where can I get warranty Claim Information?
For warranty information, please click here.
What is your Money Back Guarantee?
We are committed to customer satisfaction. All our products are covered by Route AC’s 30 Day Money Back Guarantee. If you aren’t happy with your purchase, send it back unused within 30 days, and we will refund the amount of the merchandise ordered. All returns will be assessed a 15% restocking fee, unless the product is damaged or defective. Please note that Route AC’s 30 Day Money Back Guarantee is for the amount of the merchandise ordered and does not cover any additional expenses related to installation, materials, etc. Click here for more information on our return policy.
What is your return policy?
Route AC customers are covered by Route AC's Money Back Guarantee. If you aren't happy with your purchase, send it back unused within 30 days, and we will refund the amount of the merchandise ordered. All tankless water heater returns will be accessed a 15% restock fee unless the product is damaged or defective. Please note that Route AC’s 30 Day Money Back Guarantee is for the amount of the merchandise ordered and does not cover any additional expenses related to installation, materials, etc
To return an item, just follow these easy steps:
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Step #1: Call us at -888-441-6942 to request a Return Merchandise Authorization (RMA) number. If you are returning a damaged or defective item and want a replacement, we will process your replacement order at this time. |
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Step #2: Place a copy of your invoice in the box and write your RMA number on the invoice. This helps us expedite the processing of your return and allows us to refund your money promptly. |
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Step #3 Ship the product to: |
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| Route AC Rheem RMA# _____________ 2540 Oklahoma st West Palm Beach, FL 33406 |
Note: We recommend getting insurance, as we can’t be responsible for damage that occurs in transit. Save your tracking number, as this is your proof of return and so that you can track the status of your return back to our warehouse. Please note that you are responsible for all shipping expenses associated with returning the item.
Refunds
When we have received and processed your return, we will send you an email confirmation. In approximately 5 to 7 days you should see the credit on your credit card. The credit will be for the amount of the merchandise ordered, less any exceptions (see below). Please note, that we cannot reimburse you for any of the shipping charges associated with your original order.
Defective or Damaged Product
If a product arrives defective or damaged, Route AC will ship a replacement product to you at no charge. Route AC will provide a shipping label for you to return the defective or damaged product to us. As long as the original product is received within 14 days of issuing the shipping label, you will not be charged for the replacement product.
Exceptions
A $25.00 processing fee will be charged for items returned without an RMA number.
What is your cancellation policy?
You may cancel an order by calling 1-888-441-6942 between 9:00AM-6:00PM EDT Monday-Friday. Cancellations may be processed as long as the order has not been transmitted to the warehouse for shipping. In most cases orders are transmitted to the warehouse within serveral hours of the order being placed. If you have placed an order and cancel it prior to equipment being shipped, we will refund your purchase price less a 10% for processing, palletizing and restocking fee in the same method which payment was made.
What are your shipping terms?
We ONLY ship to physical addresses in the United States.
When will my item ship?
Most orders are shipped within 2 business days of receiving your order and payment is verified. No orders are processed or shipped on Saturdays or Sundays. In the event of delays, every effort will be made to contact you by phone, e-mail or mail. Once your item is shipped, you will receive a shipping confirmation email containing a link to our shipping status page. This page provides you with a tracking number and a link to the shipping carrier's tracking page.
When will my item arrive?
The number of days the order takes to reach you depends upon the shipping method you chose and your location. If your item is shipping from our primary warehouse, it will most likely arrive at your location within 3-5 business days of shipment. Ground Shipping can take between 3 and 10 days, depending on what part of the country you are shipping to (East Coast is the shortest, West Coast takes the longest). "Business days" do not include Saturday, Sunday or Holidays.
Can I track the shipment of my order?
Once your item is shipped, you will receive a shipping confirmation email containing a link to our order status page. This page provides you with a tracking number and a link to the shipping carrier's tracking page.
You may also visit our order status page and input your authentication to obtain the same info.
Do you offer expedited shipping?
We offer Ground Shipping, 2 Day and 3 Day shipping service for our customers on most products. We do not offer 3 Day shipping service to Alaska and Hawaii. Options and pricing are presented during the checkout process. You can also call us at 1-888-441-6942 for more information.
Do you ship to Canada?
No shipping to Canada at this time.
Do you ship to PO Boxes?
For security purposes, we do not ship to P.O. Boxes.
Do you ship to APO/FPO addresses?
We do not ship to APO/FPO.
Do you ship internationally?
We do not ship internationally at this time.
Do you charge sales tax?
State laws require that sales tax be charged on all orders shipped to addresses within the states of Florida.
What forms of payment do you accept?
We accept payment by Visa, MasterCard.
Do you accept international credit cards?
We do not accept international credit cards for security and fraud protection purposes. If you do not have a US issued credit card, please call us at 1-888-441-6942 to learn about our alternative payment methods.
Can I have my order shipped to an address that’s not my billing address?
Yes, but if you’d like to ship to an address that’s not your billing address (the address to which your monthly credit card statement is sent), please use the toll-free number on the back of your card to contact your credit card company and create an “Alternate Shipping Address”, which is simply a note on your account authorizing purchases that are delivered to a destination other than your billing address. Failure to do so may considerably delay the processing of your order.
When I successfully submit an order, is the order approved automatically?
All orders are subject to final approval by our customer service department. We may contact you regarding adjustments to your order, including but not limited to tax and shipping, which you will be informed of prior to billing.
Is my online transaction safe?
We guarantee that every online transaction you make will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at our online store. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.
We use the industry standard encryption protocol known as Secure Socket Layer (SSL), to keep your order information secure. This means all of your personal information, including your credit card number, name and address, cannot be read by anyone except as provided in our Privacy Policy.
What is your privacy policy?
We respect the privacy of our users. Our privacy policy can be found here.
How can I contact you if my questions aren't answered here?
For questions about Parts, Warranty, Technical Support or to find a service center near you please call them directly at 1-888-441-6942
Route AC is committed to customer satisfaction and we are always happy to hear from our customers!
Contact us or call us toll free: 1-888-441-6942 (9:00AM-6:00PM EDT Monday-Friday, 9:00AM-6:00PM EDT Saturday-Sunday.) Every effort is made to respond to emails and voice mails within one business day.
