Support
Customer Support
Returns, Replacements, & Cancellations
Our return and replacement process is straightforward. Genuinely faulty goods identified within 30 days of shipment will be replaced or the customer provided a 100% refund. If you ordered the wrong product, refuse to accept shipment of your product, or choose to return a product for any other reason within 30 days of receipt, we will assess a 15% restocking fee. You will also be liable for the cost of the return shipment. To begin the return and replacement or refund process, request a Return Merchandise Authorization (RMA) via phone or via your IWAE account. Once the RMA request is approved you will be provided an RMA number. Write the RMA number on the packaging, and send the item back to us. If the item is found to be faulty, we will refund the shipping cost. Previously installed items, unless faulty, are not returnable. Sales on electronic items such as circuit boards as well as surplus equipment are final and no returns will be honored. You may cancel your order at any time up to the time of shipment. Once your order has shipped it can no longer be canceled. If you would like to return your order once it has shipped, please refer to the aforementioned return policy. Most orders require scheduled delivery. If the shipping company cannot get in contact with you after a number of attempts at the information you provide and it causes the shipment to be returned to us, we will treat this as a refusal to accept shipment of your product and the above named fees will be assessed.
Warranty Information
Warranty information on any product in the IWAE inventory is easy to find. Products supported by manufacturer warranty will have the appropriate documentation detailed on the listing under the Resources tab. IWAE fully supports manufacturer warranty parts replacement on every product in our inventory. Provided the customer has abided by the warranty terms, we will ship any required replacement parts, and the customer ships the damaged component back to us. Customers may be charged for any defective part that isn't returned within the required time-frame. If a manufacturer warranty includes labor coverage, it is the customer’s responsibility to contact the original manufacturer directly or work through a licensed HVAC contractor to receive appropriate compensation.
For information on our OnPoint Comfort Protection Program, click here:Extended Labor Warranty
Ordering
Ordering on IWAE is easy. Find the right product, add it to your cart, proceed to checkout via the shopping cart icon in the top right hand corner of the screen, fill in the necessary information, click ‘Place Order Now’, and you’re done. We will receive the order, package it, and ship your purchase to the desired address. If you have questions or would rather deal directly with a knowledgeable sales associate, call us at 1-270-575-9595. The sales associate can help you choose the right system and place your order without you lifting a finger.
Payment, Pricing, Tax & Promotions
We accept a variety of payment methods for your convenience. Customers may pay online or by phone with any major credit card. We also accept payment via personal check, money order, or wire transfer. Financing may also be available for those who qualify.
The Internet is a highly competitive marketplace. We want to make sure our customers buy at the lowest price possible. If you find a product priced lower than ours elsewhere, we may match it. Ask a sales rep for more information on price matching.
As an online retailer, IWAE may be required to charge sales tax in certain states. Should your state of residence require payment of sales tax for online purchases, this will be reflected in the final price at checkout. Regardless of where you live, you should know that your state expects you to inform them of any non-taxed out-of-state purchases, so they can charge you the applicable sales tax. If you intend to list any product as part of a tax write off or claim, we highly recommend you follow applicable sales tax laws in your state and local municipality.
We are a sales business, so discounts, promotions, and special offers are not uncommon. Taking advantage of such deals is simple. Customers may either enter the appropriate promo code during checkout, ask their sales representative to include the relevant offer in a phone purchase, or apply for program rewards after purchase. Not all promotions or discounts may be applicable to all products or necessarily combined with other special offers.
Viewing Orders
If you want to review your order after the purchase process is complete, access your IWAE account to find a complete history. All you have to do is log into your account on our website, and click the ‘My Orders’ tab on the left-side of the page. You will then be redirected to a complete history of your orders with our company. Alternatively, just click here to view your order(s).
Updating Account Information
Updating your account information on IWAE.com is simple and easy. Log in to your account, then click on the ‘Account Information’ tab or the ‘Address Book’ tab on the left-hand side of the page to update your personal information. If you want an easier way, just click here to access your account.
Login and Registration Form