Shipping policy

Shipping Policy

Effective for all purchases made through OffGridHVAC.com.

OffGridHVAC ships complete 115V mini-split systems and installation accessories throughout the contiguous United States. Depending on the product, your order may ship by a parcel carrier such as FedEx or UPS, or by an LTL freight carrier.

Please review this policy before ordering. It explains our shipping area, processing times, delivery estimates, freight appointments, address changes, additional carrier charges, damaged shipments, missing items, and customer delivery responsibilities.

By placing an order through OffGridHVAC.com, you acknowledge and agree to this Shipping Policy.

Shipping Area

We currently ship to valid street addresses within the 48 contiguous United States.

We do not currently ship to:

  • Alaska
  • Hawaii
  • Puerto Rico
  • Guam
  • Northern Mariana Islands
  • United States Virgin Islands
  • Other U.S. territories or offshore islands
  • International destinations
  • P.O. boxes
  • APO, FPO, or DPO addresses

Some remote, limited-access, island, mountain, or unusually difficult delivery locations within the contiguous United States may require additional carrier review or additional delivery charges.

If we cannot reasonably deliver to the address provided, we may contact you for another address, offer another available option, or cancel and refund the affected order.

Free Shipping Promotions

OffGridHVAC may occasionally offer free standard shipping on eligible orders or products.

Free shipping applies only when it is clearly stated on the product page, cart, checkout, or applicable promotion. It generally covers the standard delivery service selected by OffGridHVAC.

Free shipping does not necessarily include:

  • Expedited shipping
  • Inside delivery
  • White-glove delivery
  • Installation
  • Unpacking or debris removal
  • Liftgate service beyond what is specifically included
  • Limited-access surcharges
  • Storage fees
  • Redelivery fees
  • Address-correction or reconsignment fees
  • Customer-requested delivery upgrades

Any service not expressly included in the order may result in an additional carrier charge.

Order Processing

Order-processing time is separate from carrier transit time.

Processing may include payment verification, fraud review, inventory confirmation, warehouse preparation, product inspection, pallet preparation, and carrier scheduling.

Orders containing multiple products may ship from different warehouses and may arrive in separate shipments.

Business days do not include Saturdays, Sundays, or federal holidays.

Preorder, backorder, special-order, or temporarily unavailable products will not follow normal in-stock processing estimates.

Shipping & Delivery Estimates

All processing, shipment, transit, appointment, and delivery dates displayed on the website or provided in communications are estimates unless we expressly state in writing that a date is guaranteed.

Delivery timing may change because of:

  • Warehouse processing
  • Inventory availability
  • Manufacturer or distributor delays
  • Carrier capacity
  • Freight-terminal schedules
  • Delivery-appointment availability
  • Severe weather
  • Road closures or unsafe road conditions
  • Natural disasters
  • Holiday demand
  • Incorrect or incomplete delivery information
  • Customer availability
  • Events outside our reasonable control

If we learn that we cannot ship within the time represented when you ordered, we will provide the delayed-shipment notice, cancellation option, or refund required by applicable law.

Tracking Information

Tracking information is normally emailed after the warehouse completes processing and the carrier creates or activates the shipment record.

Typical tracking timeframes after warehouse processing are:

  • Parcel shipments: Tracking may become available within approximately 1–2 business days.
  • LTL freight shipments: Tracking or freight documentation may become available within approximately 3–5 business days.

A tracking number may be created before the carrier physically picks up the shipment. Tracking may not update until the carrier scans or moves the shipment.

If an order ships in multiple packages, you may receive more than one tracking number.

Parcel and Ground Shipments

Smaller products and accessories may ship through FedEx, UPS, USPS, or another parcel carrier.

Parcel transit commonly takes approximately 2–4 business days after carrier pickup, but timing is not guaranteed.

Unless signature service is shown on the order or required by the carrier, a parcel may be left at or near the delivery address without a signature.

You are responsible for providing a safe and accessible delivery location and for retrieving the package promptly after delivery.

OffGridHVAC is not responsible for theft, weather exposure, or loss occurring after a carrier records a package as delivered, except to the extent required by applicable law or confirmed carrier error.

LTL Freight Shipments

Complete mini-split systems and other large products may ship by LTL freight carrier.

Freight deliveries are generally curbside deliveries. Unless another service is expressly included in writing, the driver is not responsible for:

  • Bringing the equipment inside a home, garage, shop, or other building
  • Carrying equipment up or down stairs
  • Moving equipment to an installation location
  • Unpacking the shipment
  • Removing pallets, cartons, straps, or packing materials
  • Installing or assembling equipment

The customer should have appropriate help and equipment available to safely receive, inspect, and move the shipment.

Freight Delivery Appointments

The freight carrier will generally contact you to schedule a delivery appointment.

Provide a working telephone number and monitor calls, voicemail, text messages, and email after the order ships.

An adult who is at least 18 years old must be available at the scheduled delivery time to inspect, sign for, and accept the shipment.

The delivery window is determined by the freight carrier. OffGridHVAC cannot guarantee a specific delivery day or time unless the carrier separately confirms it.

One Standard Delivery Attempt

Standard freight shipping generally includes one scheduled delivery attempt.

If delivery cannot be completed because no authorized adult is present, the customer is unavailable, the location is inaccessible, or the customer declines an otherwise deliverable shipment, the carrier may charge:

  • Redelivery fees
  • Storage fees
  • Reconsignment fees
  • Address-correction fees
  • Return-freight charges
  • Other applicable carrier charges

These charges are set by the carrier and are the customer’s responsibility when caused by the customer, delivery address, or requested delivery arrangements.

Missed Appointments & Redelivery

If you miss a scheduled freight appointment or request another delivery attempt, the carrier may charge a redelivery fee.

OffGridHVAC does not control the amount of this fee. The customer must pay any carrier charge resulting from a missed appointment, unavailable recipient, inaccessible location, or customer-requested rescheduling.

If the carrier returns the shipment to the sender, the order will be handled as a customer return under our Return & Refund Policy.

Storage Fees & Delayed Delivery Requests

Freight carriers may begin charging storage fees when a customer cannot accept delivery within the carrier’s available delivery window.

Storage fees vary by carrier, terminal, location, shipment size, and length of storage. They may range from approximately $25 to $100 per day or more.

This range is only an estimate. The actual carrier invoice controls.

Any storage, holding, detention, redelivery, or related charge caused by a customer-requested delay is the customer’s responsibility.

If those charges are billed to OffGridHVAC, we may require reimbursement or deduct the amount from any otherwise applicable refund.

Limited-Access Locations

Freight carriers may charge additional fees for locations they classify as limited access.

Examples may include:

  • Construction sites
  • Farms or ranches
  • Remote residential properties
  • Schools or universities
  • Government facilities
  • Military facilities
  • Churches
  • Storage facilities
  • Campgrounds or RV parks
  • Marinas
  • Commercial locations without a loading dock
  • Locations with restricted road access

Please accurately describe the delivery location at checkout or when contacted. Charges caused by inaccurate or incomplete location information may be billed to the customer.

Address Accuracy

The customer is responsible for providing a complete and accurate delivery address, telephone number, email address, and access information.

Please verify:

  • Street number and street name
  • Apartment, suite, unit, building, or lot number
  • City, state, and ZIP code
  • Recipient name
  • Working telephone number
  • Delivery restrictions or access concerns

Costs caused by an incorrect, incomplete, or inaccessible address may be charged to the customer.

Changing the Shipping Address

Contact us immediately if you need to request an address correction.

We cannot guarantee that an address can be changed after an order has entered warehouse processing, has been staged for shipment, or has shipped.

Once a carrier has received the shipment, an address change may be prohibited or may require reconsignment, rerouting, storage, or other carrier fees.

Any carrier charges resulting from a customer-requested address change are the customer’s responsibility.

To help prevent fraud, we may decline an address-change request or require additional identity and payment verification.

Customer-Requested Delivery Services

Do not request additional services directly from a freight carrier unless you are prepared to pay the related charges.

Additional services may include:

  • Inside delivery
  • White-glove delivery
  • Jobsite delivery
  • Residential reclassification
  • Limited-access delivery
  • Liftgate service
  • Redelivery
  • Storage
  • Reconsignment
  • Delivery-date changes
  • Special handling

Services requested by the customer and not included in the original order are the customer’s responsibility.

Refused Shipments

Do not refuse a shipment merely because you changed your mind, ordered the wrong product, cannot accept the scheduled delivery, or no longer want the order.

A shipment refused without a documented and valid freight-damage reason will be returned to the warehouse and treated as a customer return.

The order will be subject to the applicable restocking fee, original shipping charges, return freight, redelivery or storage charges, and any condition deductions described in our Return & Refund Policy.

Inspecting Freight Before Signing

Inspect the shipment before signing the delivery receipt whenever reasonably possible.

Look for:

  • Crushed, torn, punctured, wet, or heavily damaged cartons
  • Broken or missing pallet boards
  • Broken straps or shrink wrap
  • Forklift punctures
  • Dented equipment
  • Missing cartons or components
  • Evidence that the shipment shifted or was rewrapped

Do not allow the driver to pressure you into signing before you have had a reasonable opportunity to inspect the visible condition of the shipment.

Visible Shipping Damage

If visible damage is present:

  1. Photograph the shipment before moving or unpacking it.
  2. Photograph all damaged cartons, pallet areas, straps, labels, and visible equipment damage.
  3. Clearly write “Package Damaged” and describe the visible damage on the delivery receipt before signing.
  4. Keep a copy or photograph of the signed delivery receipt.
  5. Contact OffGridHVAC immediately.

If damage is severe, you may refuse the shipment. Contact us immediately so we can document the refusal and prepare for the returned shipment.

Do not refuse a shipment for minor packaging damage when the equipment can be safely inspected and accepted with the damage clearly noted.

Concealed Damage

Some damage may not be visible until the carton is opened.

Inspect and unpack the shipment promptly after delivery. If concealed damage is found, stop unpacking or installation and contact us immediately.

Email sales@offgridhvac.com within 24 hours of delivery whenever possible.

Please include:

  • Your order number
  • Photos of every side of the carton
  • Photos of the shipping label
  • Photos of the pallet and packing materials
  • Photos of the product damage
  • Photos of model and serial-number labels
  • A photograph or copy of the delivery receipt
  • A description of what was damaged or missing

Prompt reporting is important because freight carriers impose short claim and inspection deadlines. A delayed report may limit the remedies available from the carrier or warehouse.

Keep All Packaging

Do not discard cartons, pallets, labels, straps, shrink wrap, foam, inserts, or damaged parts until the claim has been resolved.

The carrier, warehouse, manufacturer, or claims representative may require photographs, inspection, or retention of the original packaging.

Discarding packaging or installing the product before the claim is documented may prevent or limit a freight claim.

Do Not Install Damaged Equipment

Do not install equipment that appears damaged or incomplete.

Installation can prevent us from determining whether damage occurred during shipping, handling, or installation. It may also prevent a freight-damage claim or product replacement.

Once equipment has been installed or installation has been attempted, product concerns generally must be handled through the manufacturer’s technical-support or warranty process.

Missing Parts or Items

Check the shipment contents against the product page, packing list, and manufacturer documentation as soon as possible.

If a listed component is missing, contact sales@offgridhvac.com promptly with:

  • Your order number
  • Photos of all received cartons and labels
  • Photos showing the unpacked contents
  • The name or description of the missing component

If we confirm that an included item was omitted from the shipment, we will work with the warehouse, distributor, or manufacturer to provide the missing item or another appropriate remedy.

This does not apply to optional accessories, tools, installation materials, or components that were not listed as included with the purchased product or selected configuration.

Incorrect Products

If you receive a product different from the product shown on your order confirmation, do not install it.

Contact us promptly and provide photographs of the product, carton labels, model labels, serial numbers, and packing slip.

We will review the shipment and coordinate an appropriate correction when the warehouse shipped the wrong item.

Separate Shipments

Products in the same order may ship separately, from different warehouses, and through different carriers.

Receiving only part of an order does not necessarily mean an item is missing. Review all tracking numbers and shipment notices before reporting a shortage.

Freight Claims & Replacement Timing

Freight-damage reviews may require carrier inspection, warehouse review, manufacturer review, or additional documentation.

We will work to resolve a properly documented claim as quickly as reasonably possible, but we cannot guarantee a replacement-shipment date before the claim and replacement availability are confirmed.

Depending on the circumstances, the available resolution may include:

  • Replacement of a damaged component
  • Replacement of the affected product
  • Repair assistance
  • A negotiated damage allowance
  • Another remedy required by applicable law

Preorders & Backorders

Products marked Preorder or Backorder are not available for immediate shipment.

Estimated shipping dates and windows are not guaranteed and may change because of manufacturer, distributor, inventory, transportation, or supply-chain delays.

If we cannot ship within the represented timeframe, we will provide the notice and order options required by applicable law.

Review the availability message shown on the product page before ordering.

Order Cancellations

Cancellation requests are governed by our Return & Refund Policy.

Contact us immediately if you wish to request cancellation. We cannot guarantee cancellation after an order has entered processing, been staged, received a tracking number, or shipped.

Orders cancelled after shipment are treated as returns and may be subject to restocking fees, shipping charges, and other applicable costs.

Delivery Completion

A parcel shipment is generally considered delivered when the carrier records delivery to the address provided.

A freight shipment is generally considered delivered when the customer or authorized recipient signs for and accepts it.

Please keep all delivery receipts, tracking records, photographs, and shipping communications until you have confirmed that the order is complete and undamaged.

Contact Us About Shipping

For shipping questions, delivery concerns, freight appointments, missing items, or damage reports, contact us as soon as possible.

General shipping questions:
contact@offgridhvac.com

Damage or shortage reports:
sales@offgridhvac.com

Phone:
(417) 291-9921

Include your order number whenever possible so we can assist you more quickly.

Policy Updates

OffGridHVAC reserves the right to update this Shipping Policy at any time. The policy in effect when an order is placed generally applies to that order, subject to applicable law.

OffGridHVAC is operated by The Salty Medic LLC.