Since we ship in a variety of ways, the products shipping method will be displayed in the cart or at checkout before completing an order.
Becoming familiar with our shipping methods is helpful to understand what requirements your order may have upon delivery.
When does my package ship?
Before you order, we always recommend checking the products availability text (located in the product detail page to the left of the add-to-cart button) to ensure proper lead times, if and when applicable. Lead times may affect your order's fulfillment and shipment time. Items ordered on weekends (Saturday or Sunday) are processed at our facility as early as the following business day.
We process and ship orders Monday through Friday (excluding holidays), and orders placed by 12 p.m. EST are normally shipped from our facility within one to two business days, regardless of shipping method selected at checkout. Orders in a Pending / Hold status may take longer to ship depending on additional documentation that may be required.
Shipping transit times start once your order leaves our warehouse. Transit times are normally determined by several factors, like your location within the contiguous 48 states, the product's availability, weather conditions, affiliate delivery services, and the shipping company’s delivery availability. Due to those factors, transit times are not guaranteed and may change without notice.
We strongly recommend against scheduling the professional installation of your products until you have your products in hand.
What if my order is on backorder?
At Direct Choice Comfort, we use a state-of-the-art Real Time Inventory system, which checks our warehouse stock and automatically updates our site on a daily basis. We are very confident in the accuracy of our system, but, because technology is not perfect, some items may be placed on backorder and a few extra days may be required for the order to ship.
Is There a Remote Area Surcharge?
Within the contiguous United States, a few zip codes require additional services to facilitate the delivery.
If you are one of the few who happens to live in a remote area, we can still ship to you. However, depending on your zip code, you may be charged a "Remote Area Surcharge”.
How is Shipping Damage Handled?
Roads aren't perfect and on a rare occasion, a package can get bumped. In those cases, it's best to refuse the delivery and notate the damage on the driver's bill. It's always best to take a picture and let us know, so we can make arrangements to get you a replacement as quickly as possible.
What Are Regional DOE Efficiency Requirements?
Efficiency requirements are constantly changing and are based on region, so it's important to note which heating and cooling units conform to your region's guidelines.
Whether you're looking for a split system air conditioner, packaged air conditioner, split system heat pump, packaged heat pump, or packaged gas/electric furnace, you'll need to comply with your region's efficiency standards when making your selection.
Do You Ship Internationally?
We currently do NOT ship internationally, including Canada and Puerto Rico. We can, however, ship to freight forwarders inside the United States. You would be responsible to coordinate and pay for the international shipment.
What is Your Reconsignment Policy?
There is no reconsignment. Changes to the delivery address cannot be made after the product ships.
Once your product has shipped, you can track the product using the tracking numbers provided to you in the Shipping Confirmation email. Sometimes tracking numbers may take 24-48 hours to propagate in the carrier’s website, so continue to check back with them periodically.
Please be aware that there are different requirements for Freight Bound (LTL) orders as opposed to Small Parcel orders. We encourage you to ask questions if you need any clarification at or before the time of delivery.
What is freight bound equipment?
Orders that travel via Freight Services (LTL) are normally products that are heavier than 100 lbs. and require an appointment for delivery. The freight carrier will contact you to arrange a delivery appointment normally one business day (excluding holidays) before the delivery. Due to adverse weather conditions, the distance of the delivery address from the delivering terminal, and additional factors, a few additional days may be required. The freight company will discuss the available dates for delivery with you.
What is Curbside delivery?
All freight bound equipment is delivered curbside. Curbside is defined as where the government street is located in front of your property, regardless of the size of the driveway you may have.
It is NOT the responsibility of the truck driver to unload your shipment. It will be entirely your responsibility to remove the item off of the truck and bring it inside. Liftgate service is a highly recommended service to select when checking out or ordering with our sales representatives.
We strongly recommend you make prior arrangements to have one or more people or have power equipment such as a forklift, to help you lower and move the packages from the truck to its final destination.
If the arrangements are not made prior, the packages will arrive at your home, and the freight carrier may not be able to complete the delivery. Because of this, additional charges may be incurred, which are not reimbursed by Direct Choice Comfort and will be billed directly to you by the Freight Company.
What is Liftgate Service?
A liftgate is a hydraulic platform located in the rear of the LTL (less than a truckload) trucks that carry freight bound equipment from truck height to the ground (curbside).
What additional services are available at the time of my freight bound equipment delivery?
Unfortunately, Direct Choice Comfort does not currently offer any additional services. Should you require special services, you will need to contact your freight bound equipment delivering terminal for arrangements. Any additional special delivery charges incurred are not covered nor reimbursed by Direct Choice Comfort and will be billed to you by the freight company directly.
Is there anything I should do immediately after I receive my freight bound order?
Yes, open all the box(es) to ensure you received exactly what you ordered. Compare the packing list provided to the products at hand. If there are any discrepancies, contact us immediately and we will address your concerns.