Frequently Asked Questions

Frequently Asked Questions

Do you have other questions or need specific help? Please contact us.

Q: How do I track my order?

A: Equipment order inquiries should be directed to the Sales Order Department. Part order inquiries should be directed to the Parts Department. Please have the following available before you call to help expedite your inquiry:

  1. Your account number with us
  2. Your Purchase Order number
  3. The Part or Model number(s) of the item(s) ordered.

Q: Do you provide literature?

A: Literature can be secured in a number of ways:

For Carrier Commercial literature, you can find a complete list at HVAC Partners or here on the Carrier site, or by contacting your sales representive or our Literature Department.

For Carrier Residential literature, you can find a complete list at HVAC Partners or here on the Carrier site, or by contacting your sales representative or our Literature Department.

Links to online literature from all of our manufacturers can also be found in our 24/7 Online Store.
If you have any additional questions, please contact our Literature Department.

Q: How do I return a new item that has not been used?

A: All new and not used items that are being returned must first received a RMA (Return Material Authorization). Items that do not have an RMA may result in additional costs and delayed credit. Items which are ineligible for return will receive no credit. Please keep in mind that many items are subject to a restocking fee and freight charges if the original order included freight.

Unless otherwise notified, all returns should be shipped back to the warehouse from where they were originally shipped. Returns to a different warehouse may delay credit.

See our complete Returns Policy here.

Q: How do I return a defective product?

A: Please refer to our Warranty Information page or contact us.

Q: What should I do if my equipment arrived damaged?

A: Please sign the Bill of Lading as "Damaged" and file a claim with the trucker. If the unit is damaged beyond repair, you may order a replacement. NOTE: The additional freight cost should be included with your claim.

If the damage was concealed, you must file a claim within 10 days of delivery.

See our complete Returns Policy here.

Q: Do you have after-hours service?

A: Yes, we provide service 24/7. If you need an emergency part, please call our 24-hour emergency number 518-605-6011 - or in Vermont, call 802-305-5823. A nominal charge is added to all after-hour orders.

If you have any other questions, please contact us.