Frequently Asked Questions

All About ComfortUp

Who is ComfortUp?

About ComfortUp

ComfortUp is a provider of high quality indoor and outdoor goods ranging from cooling and heating systems and accessories, indoor air quality products such as filters, humidifiers, and dehumidifiers to a range of products and services that enable a more comfortable and energy efficient lifestyle.

Our Story

Homeowners are more interested than ever in the comfort and quality of the air inside their homes as well as in green living. They want to be better informed about the cooling and heating appliances that they rely on daily, and they’re looking for products and services that will enable them to take more control of their comfort.

ComfortUp.com was founded to service customers who want to better their environment with the latest technologies at reasonable prices.

Our team is driven to offer products that focus on the core values that we believe in: ultimate home comfort, indoor air quality, and energy efficiency. From product selection to testing, everything featured on ComfortUp is handpicked with one goal in mind: improving the comfort and efficiency of your home.

We are a passionate group of professionals who work hard and take pride in providing all our customers the highest level of care. We look forward to making your home a more comfortable place.

We’re here to help! Our Customer Care team is available:

Monday to Friday 8:00 AM – 7:00 PM EST

OUR CUSTOMERS HAVE SPOKEN

“Very satisfied with the transaction with ComfortUp. Unit was delivered in 3 days and works as advertised. Good price and good product.”   COOKER1-46519, June 18, 2015

“Timely deliver, and the sales rep I talked to seemed very knowledgeable about what I would need.”   tg2ride, June 9, 2015

“Excellent little system. Put it together very fast.”   mytopos, May 29, 2015

“They were very helpful and informative while researching and purchasing my new ductless system. Excellent customer service.”   shelly-43040, May 28, 2015

“Nice people in Florida to deal with. Delivering on time. Looking to more business in the future.”   sam-83668, June 19, 2015

Where is ComfortUp located?

Our corporate headquarters are in Miami, FL, but we have staff and warehouses all over the country.

Why should I buy from ComfortUp?

For ComfortUp, it’s about Incredible Product Selection, Optimal Value, Uncompromising Integrity and Unwavering Customer Service.

We’re glad you have found ComfortUp, and we want to help you understand WHY we are the best choice to do business with. 

It’s actually pretty simple. We understand that you have choices when it comes to your personal comfort needs, and it’s not always about price (we already guarantee that you’ll always get the lowest price). It’s about MORE.

It’s about dealing with a company you have confidence in to serve your needs. It’s about having the reassurance that your family’s “comfort solution” investment will pay handsome dividends in savings and value over the life of that purchase. In short, it’s about knowing that the company you choose to do business with has your best interest in mind.

Our #1 Goal is “Your Complete Comfort” – comfort with the shopping experience… with our team… with the products… and with the entire process… We sincerely pledge to earn your trust, before, during, and after the sale.

This Is All That We Do

Ductless Mini Split Air Conditioning & Personal Environment Comfort Products will always be what we sell and support. We are in it for the long haul; you can rely on us to be there for you.

Our Reputation Is Earned Every Day

Our reputation is built on how we treat our customers – with respect, dignity and sincerity. It’s a reputation we have worked hard to earn over many years and with thousands upon thousands of satisfied customers.

Our Steadfast Customer Support

Our professional, knowledgeable, trained and caring support staff is available to answer every question that is specific to your situation and application. Every ComfortUp employee is empowered to do whatever is needed to assist you throughout your purchase decision, to give you the reassurance to know you purchased the right system at the guaranteed lowest price. They’re also empowered to resolve any issues or challenges you might encounter after the sale as well. It’s all part of our “Complete Comfort” goal.

The Products You Want… The Parts You Need, NOW!

Only the best and most respected brands are made available to you, everyday. In the HVAC/R distribution industry, we are the largest stocking distributor in the country of air conditioning, heating and refrigeration equipment, as well as related parts and supplies. We only offer products where we have a direct relationship with the manufacturer, and we trust the manufacturer to back their brand. You can trust the brands we sell, as they have proven to be the most reliable and feature-rich, and they offer exceptional price-to-value that is unmatched in the industry.

When it comes to parts, if there’s something you need that we don’t have listed online, chances are very high that we can get it and have it shipped out to you quickly.

The Services You Demand… The Support You Deserve

In summary, ComfortUp offers:

Guaranteed Lowest Price for Gree Products
Instant Approval – Low Cost Financing
PayPal and Major Credit Cards Accepted
Fast & Free Shipping on New Systems
Unsurpassed Customer Service & Support – at every stage of each process
30-Day No Hassle Returns…and so much more!

We look forward to adding you to our long list of Very Satisfied Customers.

We invite you to browse around ComfortUp.com and give us a call, or chat online with us to discuss your personal comfort needs and the scope of your project. Upgrading or renovating your home or work environment is a major opportunity to improve your quality of life, and we can absolutely help you choose the right product so you can “ComfortUp!”

What is the ComfortUp Privacy Policy?

COMFORTUP.COM PRIVACY NOTICE

ComfortUp.com knows that you care how information about you is used and shared, and we appreciate your trust. That is why we will do so carefully and sensibly. This notice describes our privacy policy. By visiting ComfortUp.com, you are accepting the practices described in this Privacy Notice.

COLLECTION OF INFORMATION

ComfortUp.com will collect personally identifiable information, like names, postal addresses, e-mail addresses, etc. when voluntarily submitted by our visitors. This information is only used to fulfill your specific request, unless you give us permission to use it in another manner, for example, to add you to one of our mailing lists. The information we learn from our customers helps us personalize and continually improve your ComfortUp.com experience.

COOKIE/TRACKING TECHNOLOGY

ComfortUp.com may use cookie and tracking technology depending on the features offered. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to our site, and understanding how visitors use the site. Cookies can also help customize ComfortUp.com for visitors. Personal information cannot be collected via cookies and other tracking technology; however, if you previously provided personally identifiable information, cookies may be tied to such information. Aggregate cookie and tracking information may be shared with third parties.

DISTRIBUTION OF INFORMATION

ComfortUp.com may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.

COMMITMENT TO DATA SECURITY

Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.

CHILDREN’S POLICY

ComfortUp.com does not sell products for purchase by children. If you are under 18, you may use ComfortUp.com only with the involvement of a parent or guardian.

CONDITIONS OF USE, NOTICES, AND REVISIONS

If you choose to visit ComfortUp.com , your visit and any dispute over privacy is subject to this Notice, including limitations on damages, resolution of disputes, and application of the law. If you have any concern about privacy at ComfortUp.com, please contact us with a thorough description, and we will try to resolve it. Our business changes constantly and our Privacy Notice will change also. We may e-mail periodic reminders of our notices and conditions, but you should check our Web site frequently to see recent changes. Unless stated otherwise, our current Privacy Notice applies to all information that we have about you and your account. We stand behind the promises we make, however, and will never materially change our policies and practices to make them less protective of customer information collected in the past without the consent of affected customers. If you have any questions, concerns, or comments about our privacy policy, you may contact us directly.

** We reserve the right to make changes to this policy. Any changes to this policy will be posted.

Selecting the Right Products

How can I select the proper equipment?

ComfortUp strongly recommends that you have a qualified HVAC/R professional perform a Manual J Calculation to determine exactly what system is right for you.

Information such as the current system location, attic, crawl space, basement and fuel source must be known to select the proper equipment for your application. An analysis of heat loss and gain must be performed on the residence to determine how much heat the home gains or loses during each hour of the day. Items such as window surface area, window type, shingle colors, siding color, insulation value, and overall cubic feet of the residence affect the heat loss and gain of the residence.

Do you have a mini split sizing guide?

BTU ratings are estimates only, based on 8-9 ft ceilings, with great insulation and windows. Some factors may alter this calculation: lack of insulation, heavy sun exposure, excessively hot regions, and tall ceilings.


6,000 BTU 150 - 300 ft
9,000 BTU 300 - 500 ft
12,000 BTU 400 - 650 ft
15,000 BTU 500 - 800 ft
18,000 BTU 600 - 1,000 ft
24,000 BTU 800 - 1,300 ft
30,000 BTU 1,000 - 1,650 ft
36,000 BTU 1,200 - 2,000 ft
42,000 BTU 1,400 - 2,300 ft
48,000 BTU 1,600 - 2,650 ft
56,000 BTU 1,850 - 3,100 ft


Make sure you install a unit that is going to properly heat/cool your square footage. An over-sized air conditioner is actually less effective and wastes energy at the same time. Air conditioners remove both heat and humidity from the air. If the unit is too large, it will cool the room quickly, but only remove some of the humidity. This leaves the room with a damp, clammy feeling. A properly sized unit will remove humidity effectively as it cools in a consistent manner. 

What other items might I need to purchase with my Mini Split?

Each of our systems include the outdoor condenser, the indoor air handler(s) and typically the necessary remote(s). Each mini split system will require a line set to connect each handler to the condenser. Size requirements vary by system. You may also want to consider a few accessories, such as the following:

Surge protector
Condenser pad or bracket
Wall sleeve
Extra drain line

Your installer will typically supply necessary wiring needed to connect the condenser to your home’s electrical supply. There may or may not be additional accessories needed based on your specific application – your installer can make the appropriate recommendations.

Is the system I want in stock?

ComfortUp strives to keep all items that you see on our web site in stock and ready to ship.

However, if you are looking for a cooling and heating product that you do not see on the site or if you’re interested in a product that happens to be listed on the web site as out of stock, then please contact us.

We have access to tens of thousands of products from many popular brands that are not cataloged on ComfortUp.com, and our Customer Care team may be able to source the product for your convenience.

Does ComfortUp offer custom quotes?

ComfortUp is the leader of online Mini Split retailers.  We pride ourselves on offering great products at great prices.  We regularly have sales running, and our prices are hard to beat.  If you're ordering three or more systems or you are a recurrent customer, we'd be happy to work up a custom quote for you to get you better pricing. Please call our Customer Care Agents at 855-337-0001 to go through the details of your project and a quote can be emailed to you. For your convenience, you can add those items to your cart right from that email and check out on site.

Payment & Financing

Does ComfortUp have a Price Match policy?

Guaranteed lowest price policy on Gree products

 

Simply stated, if you find a Lower Advertised Confirm-able Price from an online retailer on an Identical,* In-Stock Product, let us know and we’ll BEAT That Competitor’s Price before or after your purchase of any Gree product.

How do I take advantage of this offer?

Prior to placing your ComfortUp.com order, contact Customer Care, preferably via CHAT. Give us the competitor’s URL so we can verify the online retailer’s advertised price and confirm that the item is in stock while you’re on the phone or in CHAT mode. Once finalized, we will write up your sale at 2% BELOW the competitor’s price!

OR, if within 30 days of your ComfortUp purchase you find a Lower Advertised Confirmable Price from an online retailer or Even From US on an Identical,* In-Stock Product, again contact Customer Care. Our CSR will walk you through the process, and once confirmed, we’ll issue you a credit (back to your same payment method) for the difference between what you paid us and the competitor’s lower advertised price, PLUS 2%!

Guidelines and Limitations

All competitor websites and listings must be licensed online retailers based in the United States.
These retailers can honor manufacturer warranties and ensure the product is not secondhand, a knock-off, or “prior-purchased / prior-damaged goods.”
The item must be currently in-stock at the online retailer’s website and on ComfortUp.com at the time of the price-match request. 
We reserve the right to verify the price of the identical*, in-stock item at the online retailer’s website.
Offer applies to current purchase, or recent (past 30 days†) purchases.
ComfortUp.com support agent must be provided the URL of the currently advertised price.
Price-Match Special must be an easily verifiable advertised price.
We will not consider negotiated pricing or special coupon discounted offers. It must be an online advertised price of the in-stock product.
We will not honor custom quotes from sellers, even if the quote is documented.
Purchases must be for current orders, slated for immediate delivery, or for orders fulfilled within the past 30 days.
We will not offer rain-checks for items that are not currently in-stock.
Limit 2 (Two) Units
Only Gree brand products

Exclusions

Special orders, Bid pricing, Volume and wholesale pricing
Open-box merchandise
Typographical or simple pricing errors
Rebates and free offers
Labor and installation
Sales tax
Prices from auctions or requiring memberships
Damaged, Used, or Refurbished items
Bundle offers, instant rebates, mail-in offers, offers that include financing,
prices that require minimum quantity purchases,
items that other retailers have listed as Clearance, Closeout, Liquidation, Special Hour/Flash/Limited Quantity (or similarly termed offers), items sold on Amazon, eBay or any other marketplace stores.

* “Identical” Product Definition:
Same Brand, Same Quantity, Same Model Year, Same Color, Same Size & Capacity, Same Condition,
Currently in-stock on both a U.S.-based competitor’s website and the ComfortUp.com website.

NOTE: This policy is made with strictly honorable intentions. Anyone found trying to “scam the system” with unethical practices or unverifiable online prices will result in a refusal of the pricing claim.

Does ComfortUp charge sales tax?

WHERE WE CHARGE TAX

By law, we are required to collect sales tax on shipments to the following states, due to our physical or economic presence in each:

California                     Connecticut                 Florida                         Georgia
Illinois                          Iowa                            Kentucky                     Louisiana
Maryland                     Michigan                     Minnesota                   Nevada
New Jersey                New York                    North Carolina            Oklahoma
Pennsylvania              South Carolina            Texas                          Virginia

TAX EXEMPT STATUS

Tax Exempt Status-
If you are purchasing for an entity that has tax exempt status, please contact our Customer Care Team.  You will be asked to provide proper documentation of exemption status.  Our tax department will review/approve your status and then set up your customer account accordingly.  A little set-up time initially will ensure that your account is properly set-up and all subsequent purchases will easily adhere to your exemption status for your convenience.  Please email your documentation to our Customer Care team at:  CustomerCare@ComfortUp.com

How can I pay for an HVAC system?

ComfortUp's Payment Options

ComfortUp accepts all major credit cards. We also gladly accept payments via Apple pay, Amazon pay, Google pay, PayPal, whether using PayPal Express or PayPal Credit.  We’re proud to offer a quick and easy FINANCING option, at time of purchase, via BREAD.  Qualified buyers may be eligible for 0% APR Financing.

Do you offer 0% APR financing?

We offer rates as low as 0% APR for 12 months.

Buyers may be eligible for rates as low as 0% APR.* **The term is for a loan to finance a purchase. Rates range from 0% to 29.99% APR, resulting in, for example, 12 equal monthly payments of $83.33 at 0% APR or 36 equal monthly payments of $31.33 to $42.45 at 7.99% to 29.99% APR, per $1,000 borrowed. Your terms may vary and are subject to credit approval. Bread ® loans are made by Cross River Bank, a New Jersey Chartered Bank, Member FDIC.

Can ComfortUp help me with financing?

Of course we accept all major credit cards - that’s a given. Here’s where we go even further.  We gladly accept payments via Apple pay, Amazon pay, Google pay, PayPal, whether using PayPal Express or PayPal Credit.  AND… we’re proud to offer a quick and easy FINANCING option, at time of purchase, via BREAD.

Bread allows you an easy and honest way to pay monthly for your big purchases. Checking your rate takes only seconds. Transparent pricing, easy online payments, and no prepayment penalties make your purchase worry-free.

Pay over time with BREAD on ComfortUp:  Take advantage of flexible loan terms and lengths to buy the things you want now and pay over time. It’s completely transparent, with no tricks or gimmicks.

Quick and easy:  We believe installment payments should be just as easy as checking out. That’s why you can make payments easily online from anywhere, and set up automatic payments.

Easy Application:  Applying is easy so you can be on your way to purchasing in seconds.

Easy-to-Understand Terms:  Experience transparent pricing with no surprises. You’ll never see any compounded interest or prepayment penalties.

Straightforward Loans:  Unlike credit cards, purchases through Bread® financing are made with straightforward installment loans. You’ll know each month’s payment (including any interest) before you buy. Once you’ve made all the monthly payments, you’re done!

Safe & secure:  We take security seriously and are committed to protecting your personal information. 

Check your rate:  Check your rate before completing your purchase. Please see our FAQ for more information on how buying with Bread® may impact your credit score.

Check Out Immediately:  You'll get a real-time decision and be able to check out right away without leaving the retailer's site.

Easy Payments:  Payments can easily be made from your phone or computer through our easy-to-use member portal.

Pay How You Like:  Take control of how you repay your loan. You can pay by debit card, bank account, check, or money order.

Automatic Payments:  Sign up for automatic payments and have the option to change your due date to one that works best for your needs.

No Prepayment Penalty:  Prepay your loan at any time and save money on interest without the worry of getting charged prepayment penalties.

 

Below are additional Q&As to further explain this exceptional alternative.

How do I buy with Bread?

You can apply via the website of any participating store.  When you’re ready to buy, click on the Bread® financing button to get your rate in seconds.  If you pre-qualify, you will be presented with the loan terms offered and sample monthly installment amounts. Add the item to the merchant’s shopping cart and choose Bread® as your preferred method of payment when you check out.

How does buying with Bread impact my credit score?

Checking your rate only results in a soft inquiry and will not affect your credit score.  If you pre-qualify and accept the terms offered, you will receive a hard inquiry as a customary notification to the credit bureaus the first time you complete a purchase using Bread®. Future purchases with Bread will not result in an additional hard inquiry.  As with other credit products, the number of hard inquiries completed on your credit profile is a factor that credit bureaus use to calculate your credit score and may lower your score. Completing a purchase with Bread® may affect your score.

When are my payments due?

Your first payment will be due no fewer than 30 days from the date the merchant settles your transaction. Subsequent payments are due on that date every month for the duration of your loan term. To view your payment schedule, log on to Bread’s member portal here.

How do I make a payment?

You can make payments on your loan via your bank account, personal debit card, or mailed check. You can also set up automatic bill pay with your issuing bank.  To make a payment online, visit members.getbread.com and enter the mobile phone number associated with your Bread account. Once logged in, you can view the details of your loan, make a one-time payment or set up recurring auto-payments.  To make a payment by check or set up automatic bill pay with your bank, please refer to the address below:

c/o Bread PO Box 783186 Philadelphia, PA 19178-3186

Please be sure to include your loan number on any checks mailed or any payments set up through your bank.

 

So that’s the story…
… and that’s why we work with BREAD – because we believe that simple interest financing is in our customers’ best interests. And we do like keeping things simple.

For any additional questions, CLICK HERE or contact ComfortUp Customer Support at 1-855-337-0001.

Are there Rebates or Incentives available?

High efficiency HVAC is “a win” for many stakeholders including you, the homeowner.  As you reduce your monthly energy consumption, dramatically fewer Green House Gases are released into the atmosphere, and our country as a whole reduces our dependence on foreign energy.

 

That’s why various parties want to help make your purchase of high-efficiency air conditioner and heater even easier, and by that we mean cheaper!  It’s not uncommon for governmental tax incentives or utility rebates to be available on high-efficiency heating/cooling products.  Additionally, sometimes you can even find extremely attractive financing offers and loans to homeowners who purchase high-efficiency HVAC systems.  Offers vary greatly depending on location and product type, so we’ve teamed up with AC Doctor to provide all the information specific to you. 

 

Simply CLICK HERE, type in your zip code and click “GO” to see if you might be eligible for those incentives on high-efficiency HVAC systems.

 

Enjoy saving money!

Orders, Shipping & Returns

What are your general shipping policies?

ComfortUp ships to any location in the continental US.  While we do not offer shipping directly to Hawaii, Alaska, and Canada, we are happy to ship to a freight forwarder of your choice on the west coast, or the northern border for you to arrange the details of getting your order to the final destination. Our freight LTL shipping currently does not include inside delivery.
Our “Free Shipping” promotion applies to residential or business curbside delivery only within the 48 contiguous states. Our current “Free Shipping” promotion is for orders over $399.

We process and ship orders Monday through Friday. Orders placed by 12 pm EST Monday through Friday are normally shipped within 1 business day. Items ordered on weekends (Saturday or Sunday) or national holidays start to process and ship as early as the following business day. Shipping transit time begins once your order leaves our warehouse.

Transit time from our warehouse to your shipping address is dependent on your proximity to our warehouse.

Freight deliveries will be routed to your shipping address through a local hub in your area. A representative of the freight company will contact you in order to schedule the actual date and time to deliver the order to your shipping address.

Do you ship to Canada?

ComfortUp only ships items within the 48 contiguous US states. If you need to ship outside this area, you can make arrangements with 3rd party companies to handle the remaining portion. We do have many Canadian customers that we work with – we ship for free to a US address near the border (at the customer’s request) and the customer arranges transportation across the border and to the final destination. NOTE: Any customs fees or taxes due will need to be paid as your product is being “imported” into Canada.

Do you ship to Hawaii?

ComfortUp ships to most any location within the continental United States. Please note, shipments of our ductless mini-split systems OUTSIDE the 48 contiguous states may be arranged with a third party freight forwarding company (if available) for an additional fee. Please feel free to contact our customer care team for more information.

Does ComfortUp offer expedited shipping?

When purchasing a product that can be parcel shipped - different shipping options will be displayed at checkout including UPS Ground, UPS 2-day and UPS Next Day Air.  You're welcome to select whichever option works for you.  PLEASE NOTE: that parcel items eligible for FREE SHIPPING (orders over $399) are sent via UPS Ground.  For expedited shipping, you may pay the additional fee at checkout. 

Mini Split systems are NOT eligible to be shipped via parcel shipments - these systems are sent via LTL Carrier due to their weight and the fact that they contain refrigerant.  While there is no option to "expedite" shipment on these shipments, we do offer the option to Expedite your Order Processing.  At checkout, you will see an option for "Expedited Order Processing" for a $50.00 fee.  By selecting “Expedited Order Processing,” we immediately move your order to the top of the queue. When your order is placed before noon, Same Day Shipping is initiated; otherwise, “First-Out Shipping” is arranged for the next business day.  If you're in a hurry to receive your product, we recommend you select this option, especially during peak season (February-October).

Can you hold my item for a few days before shipping?

As a service to its customers, ComfortUp will hold shipments at our warehouse for up to 30 days. ComfortUp will then ship on a specified day determined by you. If your 30 days expire before we are notified to ship, our Customer Care team will contact you to arrange shipment or cancel your order.

When can I expect to get my item delivered?

Typically, from the time your order is placed to the time you receive your shipment, it will be 6 days or less (within the 48 contiguous states). Any delay in shipment or transit will be communicated to you by ComfortUp Customer Care. Shipping transit times are not guaranteed and may vary depending on your delivery address.

We recommend that you not schedule your installation/replacement with your HVAC installer until you have received your shipment, in order to avoid any possible charges from your contractor associated with delays. ComfortUp is not utilizing its own delivery trucks; shipping delays by the third party freight or ground carriers may occur and are unfortunately out of our control.

What can I expect with receiving a mini split shipment?

Here’s where our Customer Service kicks into high gear.

To help reassure you that Your Total Satisfaction is always foremost in our mind, we want you to be happy, at every stage of the purchasing process. And that means right up to the moment when you have your bright, sleek, shiny new (and let’s not forget, incredibly efficient) system in hand. We’ll walk you through the process right up to and through the moment your product arrives.First, as soon as your online purchase is approved, that order moves into fulfillment and logistics. Our stocking warehouse is notified, and tasked to assemble all included ordered items. Depending on where in the country the order is to ship, logistics coordinates LTL pick-up, routing, and modes of transport (truck, rail, ship, or air). Trusted, reliable LTL carriers carefully handle and move your purchase to the nearest destination terminal… ideally, in the shortest time possible.

The carrier who handles the final site delivery will notify you that the product is ready to be received at your end, sets up an appointment to do so, as it’s requiredthat someone must be there to accept, sign for, and inspect the shipment. Once final details are set, your purchase is delivered as coordinated.

At that point, before you sign that you accept the order, it becomes your responsibility to inspect everything that comes with the order. Feel free to open every box. Pay special attention if you find any visible damage to any container. Carefully inspect all parts of the system to verify that appear to be undamaged. Assuming you find at all is in order, sign off on the bill of lading, and your order is now in your possession.

If you do find any item(s) to have damage, you can refuse delivery on that item (not necessarily the entire order). Note your acceptance of the undamaged component(s) as well as the refusal of a damaged component(s) on the bill of lading. At that point, that damaged portion of the order will go back on the truck, to be returned to us for replacement.

Please do contact ComfortUp Customer Service at the earliest opportunity to review the situation, and arrange a replacement shipment. It’s best to handle this type of incident by phone, at 855-337-0001.

Please understand that, while we don’t anticipate damage shipments, they still do happen on rare occasions. Rest assured, that we do everything within our power to rectify the situation, in the most expedient manner possible. Again, our goal is your complete customer satisfaction, both with the product AND with our service.

How do I go about inspecting my freight shipment?

Once your order arrives, make certain to inspect each and every item on the pallet. Count the number of items (boxes) on the shipment.  Make sure that your count matches the count printed on the delivery receipt before signing for your delivery.

Missing items or incorrect items that were noted on the delivery receipt must be reported within 24 hours of receiving your order by contacting ComfortUp CustomerCare. We reserve the right to reject any claim for a missing item if not reported by the customer within the twenty-four hour period after delivery.After counting the items in your shipment, remove wrapping or boxes and inspect each item of equipment thoroughly in the front of the driver.  Check all of the equipment to make sure it is not dented or heavily scratched.  Make sure to mark the delivery receipt "clear," "short," "wrap broken" or "damaged" (whichever is applicable) after inspecting your shipment thoroughly.  Do not sign the delivery receipt until you have thoroughly inspected each item.

How do I cancel my order?

If You Need To Cancel Your Order

Please ensure that the product you order is the right one for your needs, in order to avoid any costly errors associated with shipping or returning the wrong product. If you have any questions about selecting the proper equipment for your application, we encourage you to contact a local licensed HVAC/R contractor.

PRIOR TO SHIPPING

You may cancel your order prior to the shipment of your purchase. To cancel your order, please contact our Customer Care Department.

Note that there will be NO CHARGE if you cancel your order prior to shipping.

AFTER SHIPPING
If your order has shipped but has not been delivered, you may request that a ComfortUp Customer Care representative contact the freight carrier in an effort to stop the delivery and bring the order back to a ComfortUp warehouse.

This option is very costly, due to the fact that there will be two charges imposed: (1) the outgoing shipping charges and (2) the inbound shipping charges.

You, the customer, are responsible for these charges plus a 15% restocking fee which will be deducted from your refund.

Once the order is cancelled, credit for the items may take as long as 30 business days to be refunded to your credit card.

How do I return an item?

In some instances, you may need some help with a return. No worries; the following information will help you process your return.

STARTING YOUR RETURN

To start your return with ComfortUp, go to this page:  https://comfortup.myreturnscenter.com/

If you do not know your order number, please contact our Customer Care Department via Live Chat, E-mail (customercare@comfortup.com) or by phone (855-337-0001).

 

WHAT TO EXPECT

After our team has processed your Return Merchandise Authorization (RMA), you will receive an email from our Customer Care Department containing your RMA number within 1-3 business days. We will specify the address to ship your product(s) back to and with instructions on how to properly package your return.

When the return is received at our warehouse, it is opened and inspected to make sure the proper products have been received and that everything is in resalable condition with no marks on the box. Due to the inspection process and shipping times, please allow 10 business days for your credit to be applied after your return is received.

 

RETURNING MERCHANDISE

You may return any new and unused products within 30 days of delivery**. All returns must be in salable condition with original materials and packing.

Is there a fee to return an unused product?

Unused products with their original packaging can be returned within 30 days** of delivery, but will be subject to a 15% restocking fee to cover testing, cleaning, repackaging and other expenses. Used products or products that have been installed are NOT eligible for return. Opened returns must be in good salable condition with original materials and all included packaging. Clear pictures of all items will be requested and verified prior to authorizing the return. Pictures will need to be sent to CustomerCare@ComfortUp.com.

The purchaser is responsible for the cost of returned shipping. All returns associated with our "Free Shipping" offer will have the original shipping fees that ComfortUp incurred in the process of shipping your order deducted from the refund. For all other orders not associated with our "Free Shipping" offer, original shipping charges are non-refundable.

CANCELLED ORDERS

An order that has shipped cannot be cancelled. If you refuse an order which has already been shipped, you will be responsible for both the outbound and return shipping costs. If your order is canceled before it is shipped, then a full refund will be processed. 

DEFECTIVE PRODUCTS

We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry.

In most cases, it's a simple issue that can be resolved over the phone. You are also welcome to contact the manufacturer's customer service departments. They have expert technicians standing by to help solve your issue. Please have your model number and serial number available for fastest service.

** Returning an item, after 30 days of delivery, is at the sole discretion of ComfortUp. To be considered, items must be in new, salable condition and may be subject to a restocking fee up to 35%.

What items are eligible for return?

To receive a refund, please make sure of the following:

All returned merchandise must be in resalable condition.  The product must be free from damages, scratches and/or defects.  All merchandise cannot have been installed (once installed, any issues must go through the manufacturer’s warranty).  You must have the original manufacturer packaging for the item (manuals, accessories, packaging materials).  There cannot be any writing or labels on the original manufacturer packaging for the item.  Packages MUST be sent back by the delivery method they were delivered (UPS or LTL).  All items must be returned with an assigned Return Merchandise Authorization (RMA) number.

INSTALLED ITEMS

Once an item has been installed it cannot be returned. Any damage due to improper installation is the responsibility of you or your installer. A warranty claim can be made, but it is up to the discretion of the manufacturer if they will cover any costs associated with an incorrect installation.

DAMAGED PRODUCTS

You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.

Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.

Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.

Installation & Contractors

Can I install a ductless mini-split myself?

ComfortUp strongly recommends that you have a licensed contractor install your mini-split system.

Your new cooling and heating system will only perform at optimal efficiency, comfort and safety levels if it is well installed.  In fact, an improperly installed system could reduce the system’s efficiency by as much as 50%.  In addition, any applicable warranties will only be valid if properly installed by a licensed contractor.  

How can I make sure I'm getting a qualified installer?

First — definitely check with friends and family, neighbors, co-workers, social media local contacts, and people within your ‘network / circle of influence’ who may have had similar work done, or my know someone they know and trust who has. Ask for honest appraisals of their experiences. Some of the really key questions to ask might be —

What similar project did they handle for you? Did they complete it within the projected time frame? How were they to work with? Did they show up on time? Did they clean up after themselves? Did they keep open communication throughout the project?If the actual project was similar to what yours is expected to be, how were they in pricing? Did you feel their bid was fair and accurate? Did they hold to their bid? Were there any unexpected surprises, or unexplained charges? If they ran into unanticipated snags, did they quickly advise you of the issue(s), and accurately project the added cost?Is installer knowledgeable w/regard to required permits, local regulations, etc. that should be part of their typical responsibility.Perhaps the best question to ask is, would you hire them again?

From those interviews, you should get leads for a fair number of installer contractors, and you may learn of a few who you do not want to use.

Next — look at online reviews and ratings, from (for example) respected sources such as ACDoctor.comAngiesList.comThisOldHouse.comHomeAdvisor.comContractorConnection.comYelp.com… and so many more. Not to mention, the manufacturer whose system you’re planning to buy likely has a “Find an Installer” link, which typically is an ideal and generally reliable resource for exactly the type pf project you need to accomplish.

Most, if not, all, of these sites have a methodical, step-wise process that literally walks you through your project, to provide potential installers with excellent detail that you provide as to the nature and scope of the project, so they can reach out to you to talk over details, come out and review your situation, make assessments they’ll need regarding all the steps they’ll need to perform and services they’ll need to provide, in order to bid your project and propose a timeline for the work.

To assist you in providing an accurate description of the project for which you’re requesting a bid, the following 2-paragraph block can be cut-n-pasted into the appropriate form field:

Project Description — is to install a pre-purchased GREE Crown 12,000 btu/H mini split high performance ductless ac/heat pump system into an existing ranch style open floor plan home. System will have all install parts and line set(s), including base bracket mount, or base pad.

“Licensed contractor will need to show certifications for HVAC piping and electrical work, and handling of R410A refrigerant. Must also provide names & contact phone numbers of up to 3 referral customers whom project coordinator (homeowner) will contact for additional information and satisfaction level with services provided by contractor.”

For this example, we’ve inserted GREE as the manufacturer; we’ve mentioned CROWN as the anticipated model of mini split we want to have installed; and we’ve noted 12,000 btu/H as the system capacity. In these areas, replace those items with your Make / Model / Capacity. Also, we have used the term "ranch style open floor plan home" where you would put a more accurate description of your application location.

Next — definitely ask for referrals from the installers who are bidding your install; then actually call two or three of them. Briefly introduce yourself, tell them that (so-and-so) contractor listed them as a referral; and ask for just a few minutes of their time. Ask them to candidly share their sense of how the contractor served them, and how satisfied whey were with the work, the cost, the service, the contractor’s time line, etc. Do try to keep it brief; Be sure to thank them at the end of the call.

Once you do have bids in hand, be sure to read their Terms & Conditions carefully; if you have any questions, ask the installer BEFORE signing the bid, talk out your concerns so that both you and your installer are ‘on the same page.’

Finally — take into account ALL the relevant factors — not simply price — when making your decision. If you really feel good about contractor “B” but have a considerably better bid from contractor “A” or “C” be smart enough to talk with “B” and let him/her that you feel most comfortable with them, but you do have to consider the contrast in price; can they show any flexibility? Oftentimes they will be willing to make an adjustment…. And if they’re unwilling to compromise even a little bit, then it might be better to approach one of your alternate bidders.

In Summary… you’re committed to making a positive change in your personal environmental comfort for yourself and your family. You have a good handle on the upfront investment for the system and the components necessary to do a full installation. In order to validate the system warranty (which based on today’s more advanced technology) is typically 5-, 7- 10-years or even more, you need the install done by a licensed contractor. It’s all part-and-parcel’ of the overall equation and a sound investment that will pay off handsomely over the entire life of the system.

Follow the process to secure the best possible result for you and your family. You’ll be thankful you did in the long run.

Do you have experienced technicians to install ductless mini splits?

At this time, ComfortUp does not technically have its own network of installers.  However, we have recently teamed up with My EZ Install to provide you local, qualified and fully-vetted mini split installers. 

 

Upon completion of your purchase, you will automatically be presented with a list of upto ten (10) qualified installers in your area.  You may select upto five (5) of them to receive a quote.  You can find more information about this program by following this link:  https://comfortup.com/pages/myezinstall

 

We do recommend that you talk to an installer prior to your purchase.  This will help you properly select the right size system, as well as get a decent ballpark figure of exactly what your installation fees will be.  Pre-purchase, we suggest the following to find a qualified installer:

http://www.greecomfort.com/find-an-installer/

http://www.mitsubishicomfort.com/contractors

https://www.angieslist.com/

Personal recommendation from friends, family, neighbors, etc.

How can I find a Diamond Contractor to install my Mitsubishi mini split?

To find an installer for your Mitsubishi System, please visit this site and enter in your zip code. http://www.mitsubishicomfort.com/contractors

Warranty Information & Processes

Will my purchased be covered by warranty?

Warranties for ductless mini-split systems will apply to all ductless products from ComfortUp provided that they are installed by a licensed HVAC contractor.

What are the warranty details for each brand?

Here's the general information for all the warranty coverage provided by each manufacturer across each brand of Ductless Mini Split that we carry.  

BOREAL:  Two (2) year parts / Five (5) year compressor / One (1) year remote
(Note: Labor costs associated with troubleshooting and repair are not covered.  Shipping costs for replacement parts are not covered)

GREE (Sapphire, Crown+, Vireo+, Livo+, Multi21+, Super+ Multi):  Five (5) year parts and compressor - FULL unit replacement with confirmed failure of a major refrigeration component -  One (1) year remote
(Note: Labor costs associated with troubleshooting and repair are not covered.  Shipping costs for replacement parts are not covered)

GREE (Crown, Terra, Evo+ Neo, Vireo, Evo, Livo, Rio, Umatch, +Multi):  Five (5) year parts / Seven (7) year compressor / One (1) year remote
(Note: Labor costs associated with troubleshooting and repair are not covered.  Shipping costs for replacement parts are not covered)

MITSUBISHI (M-Series purchased on or after 4/1/2015):  Five (5) year parts / Seven (7) year compressor / One (1) year remote10 yr parts / 10 yr compressor Upgrade Available when the system is installed in a residential single-family home by a licensed HVAC Contractor and registered online within 90 days from installation.  12 yr parts / 12 yr compressor Upgrade Available when the system is installed in a residential single-family home by a MEUS Diamond Contractor and registered online within 90 days from installation.  
(Note: Labor costs associated with troubleshooting and repair are not covered.  Shipping costs for replacement parts are not covered)MITSUBISHI (M-Series purchased before 4/1/2015):  Five (5) year parts / Seven (7) year compressor / One (1) year remote
(Note: Labor costs associated with troubleshooting and repair are not covered.  Shipping costs for replacement parts are not covered)

LG (Purchased on or after 4/1/2017):  Five (5) year parts / Seven (7) year compressor / One (1) year remote10 yr parts / 10 yr compressor Upgrade Available when the system is installed in a residential single-family home by a licensed HVAC Contractor and registered online within 60 days from installation.  
(Note: Labor costs associated with troubleshooting and repair are not covered.  Shipping costs for replacement parts are not covered)

LG (Purchased before 4/1/2017):  Five (5) year parts / Seven (7) year compressor / One (1) year remote
(Note: Labor costs associated with troubleshooting and repair are not covered.  Shipping costs for replacement parts are not covered)

PANASONIC:  Five (5) year parts / Seven (7) year compressor / One (1) year remote
(Note: Labor costs associated with troubleshooting and repair are not covered.  Shipping costs for replacement parts are not covered)

How can I contact Mitsubishi Customer Care?

Here is the number for Mitsubishi Customer Support - 1-800-433-4822

How can I reach Gree Technical Support?

The best way to reach Gree Tech Support is by phone, but first, in order to expedite your support, we ask that you complete this form.  https://comfortup.com/pages/warranty

In doing this, it will help provide all the pertinent information to their team up front, minimizing time spent on the phone with them, as well as letting them know you’re a ComfortUp customer. 

 

The number for the Gree Technical Support Team is 888-850-7928.  Please note that they will only speak to licensed HVAC technicians