We process and ship orders Monday through Friday. Products ordered by 3 p.m. CST will be shipped the same day if in stock.

Small items are shipped FedEx or UPS. These items include humidifiers, filters, air purifiers, etc. Shipping costs are individually figured for each order based on the weight and dimensions of the products. If equipment is purchased with non-equipment items, the entire order ships free.

Large items are shipped using less-than-truckload freight carriers. All orders with a piece of equipment ship absolutely free. Equipment items include furnaces, air handlers, condensers, heat pumps, package units, etc. If small package items are purchased with equipment, the entire order ships free.

SMALL PACKAGE SHIPPING POLICY

Four services speeds are available for domestic U.S. shipments: 1-Day, 2-Day or 1-7 days (ground/standard). Products ship UPS or FedEx.

Three services speeds are available for small package shipments to Canada: 1-3 days, 2-5 days or 3-7 days (ground/standard). Products are shipped UPS or FedEx. The Northwest Territories and Yukon Territory are not serviced by 3-7 day ground/standard shipping. Brokerage fees, GST and duties are due at the time the order is placed.

FREIGHT SHIPPING POLICY

Shipping times to states in the contiguous U.S. are 1-3 days.

The delivery company will call ahead to schedule an appointment for delivery. It is your responsibility to work with the delivery center to schedule an appointment within the expected date of delivery. A redelivery fee will be assessed if you miss your appointment. If you are unavailable to take delivery on your products within two days after the shipment arrives to the service center, the carrier will assess charges of $18 per day for storage fees. If you would like to change the address your shipment is delivered to, after your order has shipped, the carrier will bill you a re-consignment fee. Alpine must authorize any changes to the final delivery address.

The carrier is only responsible for delivering freight to the end of the truck at the end of your driveway. The carrier will not move freight up the driveway or inside a home, garage or backyard.

LIFTGATE TRUCKS

Residential delivery is free, but does not include liftgate service. This is an accessorial service that costs $25 and can be added to your order.

Upon arrival, the carrier is responsible for moving the freight to the end of the truck for drop-off. Because residences do not have docks for unloading, the freight must be moved from the bed of the truck to the ground. If the freight is lightweight enough, or if the driver is assisted, some freight can be eased off the truck. If no help is available or if the freight is too heavy, a liftgate truck will be necessary.

Upon ordering, you can select lifgate at the checkout page, or by phone with Alpine. Liftgate trucks have a hydraulic lift that will move the freight from the bed of the truck to the ground. The carrier will arrange special delivery with a liftgate truck or outsource to another company to perform this service.

UPON ARRIVAL OF YOUR FREIGHT SHIPMENT
Upon receipt of your shipment, please inspect each carton and piece of equipment on the pallet.

• Count the number of pallets. Make sure that your count matches the count on the delivery receipt.
• Look for any damage to the packaging. Damage to the packaging includes:
  • Broken pallets
  • Shrink wrap that is falling off, missing, slightly torn, dirty or has holes
  • Cardboard with tiny crinkles, dents or tears
  • Missing or crushed "no stack" cones
  • Missing theft-prevention tape - Brightly-colored tape or zig-zap tape should be on outside of shink wrap. If tape is missing, mark that on the delivery receipt.
• Inspect underneath any packaging with damage, no matter how slight the damage.
• When in doubt, sign the delivery receipt noting damage.

YOU ARE LIABLE FOR ANY DAMAGE TO THE PACKAGING OR PRODUCTS NOT NOTED AT THE TIME OF DELIVERY. DO NOT SIGN THE DELIVERY RECEIPT CLEAR UNTIL YOU HAVE DETERMINED THAT YOUR SHIPMENT IS COMPLETE AND FREE OF SHIPPING DAMAGE. YOU MAY REFUSE PRODUCTS THAT ARE NOT IN ADVERTISED CONDITION.

SIGN THE DELIVERY RECEIPT:

Clear

• Pallet (skid) count is correct
• Packaging in excellent condition
• Products in excellent condition

Short

• Pallet (skid) count is not correct
  • The number of pallets you receive does not match the number on the delivery receipt. Mark shortage on the delivery receipt with the description of what is missing. You will find your packing slip attached to the freight shipment for reference.
• Theft-prevention tape is missing (brightly-colored tape or zig-zag tape on outside of shrink wrap)
• Shrink wrap shows signs of being torn, replaced or is missing

Damaged

• The packaging is not in excellent condition (include description)
• No Stack cone is missing or crushed
• Product(s) not in excellent condition (include description)

Wrap Broken

• The shrink wrap shows signs of wear, is torn or has been replaced during transit

CONTACT ALPINE FOR QUICK RESOLUTION TO SHIPPING PROBLEMS

Contact us by phone (800-865-5931) or email (csmanager@alpinehomeair.com) if you have any trouble with your shipment.

1. If you sign the delivery receipt damaged and take delivery of the products, we will process a damage claim on your behalf. You may do one of the following:
   1. Retain the equipment and receive a cash settlement or replacement parts with an allowance.
   2. Exchange the equipment. We will reship a new item once the damaged item is en route back to Alpine Home Air.
2. If you refuse the product that is damaged, noting that you are refusing due to damage, and take delivery on the undamaged products, we will reship a replacement product once the damaged unit is confirmed to be en route back to Alpine Home Air.
3. If you sign that there is a shortage, we will work with the freight company to track the missing portion of your shipment. Please allow up to ten business days for the freight company to locate any missing pieces of your shipment. If the freight company in unable to locate the missing pieces of your shipment, those items will be shipped to you at no charge.
4. If you sign the delivery receipt clear, but later determine that your equipment has been damaged, the settlement outcome is between you and the freight company. You must report concealed damage within 15 days of delivery. You must establish that the damage occurred prior to you receiving it.
5. If you sign the delivery receipt clear, but later determine that you received fewer pieces than the delivery receipt indicated, there is no recourse, although the carrier can perform a search of their docks. Unfortunately, the carrier will automatically deny these types of claims.
   
   For more information on what to do in case you receive a damaged freight shipment, please see Handling a Damaged Shipment.

FREIGHT SHIPMENTS TO ALASKA, HAWAII and CANADA

Shipments sent to Alaska and Hawaii will be charged a shipping fee; please call us for a quote.

We offer freight shipping to most parts of Canada. Alpine Home Air Products acts as the importer of record and handles brokerage on your behalf. Your shipment will be PARS cleared into Canada to reduce the transit time and prevent border delays. Customers are responsible for paying all shipping surcharges, brokerage, taxes and duties when the order is placed.

Due to carrier restrictions, we do not currently ship to the Yukon Territory, Northwest Territory or Nunavut Territory.

SHIPPING FEES ON EQUIPMENT RETURNS

If you are not satisfied with your products for any reason, you may return them for a refund. On equipment returns, you will be credited for the product cost minus shipping costs to and from your location. Equipment orders can be returned up to 30 days from the delivery date. Refunds on equipment items can take up to two weeks to process. Equipment returns must be scheduled by Alpine using our designated carriers.

Please contact Customer Service at (800) 865-5931 for more information.