Shipping and Delivery

Shipping 

This policy outlines our procedures and guidelines regarding shipping, delivery, inspection, and related matters. Please read this policy carefully to ensure a smooth and satisfactory experience.

Our shipments are insured and our carriers will be responsible for any damage from shipping. It is your responsibility to inspect all items and report damages to the courier at the time of delivery in order to submit a claim. It is you obligation to refuse delivery if there are any noticeable damages to the units themselves. 

Shipping and Delivery Time:

Please allow for delivery times that may range from 5 days to 3 weeks with 8 to 12 days being the norm, depending on various factors such as product availability, location, holidays and shipping method. Please note that these timeframes are approximate and subject to change.
We will provide you with a tracking number to monitor the progress of your shipment.

Delivery Process:

It is essential to ensure that someone is available at the delivery address to receive and sign for the goods during the estimated delivery timeframe.
Upon delivery, carefully inspect the package for any visible signs of damage or tampering before signing the delivery receipt.
If you notice any obvious damages to the units, refuse the delivery and document the issues properly by taking clear photos and note the reason for refusal on the delivery receipt. 

Inspection and Documentation:

After accepting the delivery (no obvious damages), promptly inspect the contents of the package for any damages, defects, or discrepancies between the received items and your order.
In case of damaged goods or receiving the wrong items, it is crucial to document the issues properly by taking clear photos that clearly depict the problem.
Please notify our customer support team at support@mrcoolonline.ca immediately about any issues and provide them with the necessary documentation, including photos, to initiate the resolution process.

Insurance Claims and Refund Requests:

Proper documentation of any damages, defects, or wrong items is crucial for insurance claims and potential refund requests.
To ensure a smooth claims process, we recommend promptly contacting our customer support team, providing them with the necessary documentation, and following their instructions.
We will work with you and the manufacturer to help make things right.

Communication and Support:

For any questions, concerns, or issues related to shipping, delivery, or the received products, please contact our customer support team.
We are committed to providing timely assistance and resolving any problems you may encounter during the shipping and delivery process.

Failure to be present:

Our couriers will call to setup a delivery time, however if no one is present to receive and sign for the shipment at the time of delivery, the courier will return the shipment to the warehouse and shipping costs as well as restocking fees will be applied as per policy.

Please note that this policy is subject to change without prior notice. We encourage you to review the most up-to-date version of our policy on our website or contact our customer support for any clarifications.

Thank you for choosing us as your trusted MRCOOL HVAC systems dealer. We appreciate your business and aim to provide you with the best service possible.