Policies

We process and ship orders Monday through Friday from warehouses throughout the United States. Products ordered by 1 p.m. CST will be shipped the same day if in stock. 

If you need a product by a certain date, please work with our order management team. Call us at (800) 865-5931 option 3.

You must notify us by phone at (800) 865-5931 if you need to cancel an order. Orders are processed quickly, so please call us as soon as possible.

Small products are shipped via parcel carriers FedEx and UPS. These products include humidifiers, filters, air purifiers, etc. Shipping costs are individually figured for each order based on the weight and dimensions of the products.

Small products and equipment are usually shipped together with free shipping via freight carriers. If the small products are not in stock at the same distribution center as the equipment, the order is typically held until the products can be shipped together. In some cases, you may pay additional shipping fees to have the small products ship separately. We sometimes fulfill orders automatically from multiple locations. If it is important that your products ship together, you may request that at the time you place your order.

Large products are shipped using freight carriers. Most large products ship free, along with any small products that travel with them. Large products (equipment) include furnaces, condensers, heat pumps, package units, etc. Mini split systems ship free, however individual mini split components such as heat pumps or air handlers are charged shipping fees when shipped separately.

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

Shipping times within the contiguous U.S. are one to five days.
Rural deliveries, limited access deliveries and liftgate deliveries may take longer.

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.

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. Liftgate trucks are usually smaller and can access narrow streets. They have a hydraulic lift that will move the freight from the bed of the truck to the ground. Deliveries may be delayed by a few days if your local service center has limited liftgate truck availability.

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, 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.

If the delivery address is difficult to access with a large truck, a liftgate truck may be required by the carrier.

Upon ordering, you can select liftgate at the checkout page, or by phone with Alpine.

If the carrier arrives without the liftgate service that you have paid for, contact us and we will reimburse you for the service after verifying your delivery receipt.

The delivery receipt is a legal, binding document. Ownership of the products transfers from the freight carrier to you, when either you or a person at your shipping address signs the receipt. A signed receipt with no comments indicates that you are receiving all the pallets and cartons listed and that there is no damage to the packaging or products.

YOU ARE LIABLE FOR DAMAGES OR SHORTAGES NOT NOTED ON THE DELIVERY RECEIPT.

Contact us by phone at (800) 865-5931 or email at [email protected] 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 product once the damaged product is en route to Alpine.
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.
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

We do not ship to Alaska, Hawaii or Canada.

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.

If your order was shipped via FedEx Ground or FedEx Express and appears to have been damaged while in transit, contact FedEx at (800) GoFedEx or (800) 463-3339 with your shipment tracking number and inform them that the shipment was damaged. Contact us and we will process the claim on your behalf and send out a replacement item.

We take every reasonable precaution to ensure that your products are not damaged. However, damage to your products can occur during the cross-country travel from our shipping facility to your home or business.

If your products are damaged during transit you may take delivery of the products or refuse the damaged products.

If you sign the delivery receipt clear, but later determine that your equipment has been cosmetically damaged in shipping, the outcome is between you and the shipping company. These claims are typically denied. Please allow 30 to 60 days for these claims to be settled. You must retain all packaging.

If you determine that your unit has experienced internal damage, but signed your delivery receipt clear, you have 15 days to report the damage to the carrier and receive an "exception number." Please call our Customer Service Department at (800) 865-5931 with this exception number. You must retain all packaging. We will send you additional instructions by email.

Please see our Shipping Policy for more information.

We offer a 30-Day Money Back Guarantee.

Units that arrive in good condition and fail to operate after proper installation fall under the manufacturer's warranty policy.

You may return original-condition, uninstalled merchandise if you are not completely satisfied with your order by requesting a Return Merchandise Authorization (RMA) within 30 days of your order's ship date. RMA's expire after 30 days. Products must be received by Alpine prior to the expiration of the RMA.

Equipment returns including furnaces, air handlers, condensing units and heat pumps will be charged shipping fees to and from your location. For all other returns, original shipping fees (if any) are non-refundable.

DVD Installation videos cannot be returned.

Important: All returns are carefully inspected upon receipt. Refunds are administered based on the condition of the returned items. Products must be in the original packaging and must not have been installed.

Refunds are made as follows:

• 100% Refund - Unopened or opened box, and everything, including product and packaging, is in exact original condition, product never installed.
• 80% Refund - Opened box, items in working order, but product is not in exact original condition and requires refurbishing/new packaging. For example, the product is incorrectly packed or missing packing materials, the instructions are missing, marked or damaged, etc.
• Variable or No Refund - Opened box, product shows signs of wear. Items missing, damaged, dirty, bent or not working or item appears to have been installed. This includes any scratches or marks on product (screws or screw holes), wires bent or cut, etc. We will be as fair as possible in determining variable refunds. If, though, the refund amount isn't acceptable to you, you have the option to pay a shipping charge and have the item sent back to you.

If you are returning a product because we made an error on your order, we will promptly send you the correct item at no additional cost, and we will schedule and pay for return shipping.

For a shipping damage return, please see our shipping policy for more information.

Deliveries refused for reasons other than shipping damage will be handled the same as a return.

If a product is damaged on the return, you the shipper, must file the claim with the carrier. Products must be carefully packaged. Carriers may decline claims if packaging is insufficient. Alpine will not reimburse for products damaged when returned. Pack your return products with care. Use extra packing material such as paper, newspaper, styrofoam or other dead fill. Items such as evaporator coils and return air drops are easily damaged in transit. If you received one of these items via a freight shipment on a pallet, but would like to return it using a ground service, such as FedEx Ground, USPS or UPS, you must use additional packaging to prevent damage (a box within a box is the best method for packaging).

Filter returns are not accepted if filters have been removed from plastic.

It is strongly recommended that you insure your return and retain proof of tracking from your carrier. You are responsible for filing a shipping claim should a return item be lost or damaged in transit. Use a traceable carrier that can provide you with tracking services and proof of delivery. Retain your tracking number for at least three months after shipping your product.

Contact us at (800) 865-5931 or [email protected] for a Return Merchandise Authorization (RMA) number.

• You must have an RMA to return any products. Items received without an RMA will not be refunded, but will be available for return to you provided that you pay return shipping fees.
• Alpine offers a 30-day return policy. Products delivered more than 30 days ago are not eligible for return.
• Only uninstalled products in brand new, original condition may be returned for a refund.
• RMAs expire 30 days from issue. The returns department must receive the product within 30 days of the RMA issue date. Items received with expired RMAs will not be refunded, but will be available for return to you provided that you pay return shipping fees.

Use the proper return address. Your items must be returned to the Returns Department listed on your RMA.

• Please do not send your product back to the location from which it was shipped - this will result in no refund and most likely, the loss of your product.

Double-check that your return contains all the parts and pieces originally included. All instruction manuals, retail packaging and small parts must be included.

• Filters can not be returned if removed from plastic.
• Products that show any signs of installation are not eligible for return.

Package your products to prevent damage during shipping. If a product is damaged in transit, you the shipper, are responsible for filing a damage claim.

• Evaporator coils are prone to damage. Please use sufficient packaging. The best method for shipping evaporator coils is to use a box within a box. The packaging used to ship an evaporator coil on a freight shipment is not sufficient for returning it via small-package ground service. Damage claims are often denied on evaporator coils if packaging is not sufficient, regardless of insurance.

Please include your RMA number inside the box. Please do not write directly on retail boxes.

Insure your shipment and obtain proof of delivery. If return products are lost or damaged when shipped back to us, you, the shipper, are responsible for filing a claim with your carrier. We strongly recommend shipping return items with a carrier that offers insurance, shipment tracking and proof of delivery.

Allow one week for processing your return. If you are to receive a refund, a check will be mailed to you or a credit refunded to your credit card for the appropriate amount. Please read the return policy for more information.

If part of your order is missing or was lost in transit, we will work on your behalf to get the situation resolved as quickly as possible.  Contact our Customer Service Department at (800) 865-5931 within 48 hours of receipt of your shipment to report the shortage. 

We've got you covered. We honor the manufacturer's warranty 100% on all products sold on our site. If you should have any difficulty with a product within the first thirty days of purchase, we'll cover shipping fees to get that replacement part out to you. Shipping and taxes will apply to orders older than thirty days. Labor warranties are not provided on any of the products we sell, however, a professional installer can provide a labor warranty for their workmanship.

Most of the products sold on our site are intended by the manufacturers to be installed by professional heating and air conditioning technicians. However, we make them available to do-it-yourself individuals like yourself so that if you are mechanically inclined and able to install them on your own you can save a substantial amount of money. (For safety reasons, however, do not install a furnace yourself unless you are qualified to do so. Learn more). The decision to purchase from us and install on your own will be as informed as possible so you feel it is a success. Most of the manufacturers of these equipment products sold on our site have no provision to provide warranty replacement parts or technical support to you directly, since they only work through dealers such as your local heating and air conditioning contractors. If you choose to install the products yourself, which you certainly may, please be aware of the following:

• Having a professional install your product is recommended, as they will provide the labor warranty on their work to ensure your warranty can be processed effectively.
• A professional of your choice needs to inspect and start up your unit after installation to validate the warranty. This professional should be licensed based on your state and local regulations and can be verified by your state or local licensing authority.
• A receipt from a licensed technician will also ensure your warranty claim can be processed effectively.

If you have a problem with your product within the warranty period, you may contact Alpine Tech Support to assist with troubleshooting. We have highly trained technicians who may help perform a diagnosis of the problem with you over the phone. Warranties are processed directly through Alpine Home Air, and contacting the manufacturer will not be necessary. Please ensure your products are registered before troubleshooting to avoid any delays with processing your claim. Once the problem has been identified and replacement parts are confirmed, they will be shipped to you under the terms of the warranty.

If you are not able to work with our tech support over the phone, you may at your own expense hire a local HVAC technician to visit your home to do this for you, as there may be some testing procedures that require a licensed technician to perform. When the technician arrives at your home, have them call Alpine to be talked through the diagnostic procedure. Further information or troubleshooting may be required to process your warranty, including an additional trip by your service professional. Please ensure your technician speaks with our tech support while on site. If the technician you hire performs a diagnosis on their own without speaking with Alpine staff and it is later determined that the diagnosis was incorrect, you will be responsible for the cost of the part.

We are glad to assure you that you can always get free technical support from us via email at [email protected] or as toll-free phone at (800) 865-5931, option 2. If you have any questions or concerns, we welcome you to contact us. We are here to help you. We wish you and your family a healthy and comfortable home environment.

Scratch-N-Dent items are HVAC products that have incurred some type of damage during transit. Most are in excellent condition with the exception of some cosmetic damage. Scratch-N-Dent items are available for sale on our Web site as they come available. Most Scratch-N-Dent orders will ship within two business days from the time the order was placed.

All Scratch-N-Dent equipment ships free. Items ordered with equipment also ship free. Most Scratch-N-Dent orders will ship within two business days from the time the order was placed. Please see our Shipping Policy for more details.

All Scratch-N-Dent sales are final. Orders cannot be cancelled once placed. Equipment cannot be returned.

Unless specified in the Scratch-N-Dent product description, all internal parts on our Scratch-N-Dent items are under warranty for the timeframe specified by the manufacturer. This product warranty is double-backed by Alpine Home Air Products.

External cases and frames are not warrantied, nor are parts that have pre-existing, specified shipping damage as noted in the product description. Labor warranties are not provided and will not be honored, although you may be able to arrange for this with a local contractor. Shipping costs on warranty parts are not included.

Please be aware that most of the manufacturers of these equipment products sold on our site have no provision to provide warranty replacement parts or technical support to you directly, since they only work through dealers such as your local heating and air conditioning contractors. If you choose to install the products yourself (which is not recommended for furnaces), please be aware of two important things:

1. You need to have a licensed heating and air conditioning contractor of your choice inspect and start up your unit after you install to validate the warranty with the manufacturer and with us. Almost any licensed heating and air conditioning contractor in the United States and Canada can provide this service for you since the products we sell are very common and well known in the trade. A licensed contractor will usually charge about $75 to $150 to provide this service, depending on the product.
   We can help you get a licensed contractor to perform an inspection and start-up for your equipment. This is a free service we offer to you with your purchase. Please click here to learn more about our Pro Installation Program.
2. In the event you should have a problem with your product within the warranty period, it is recommended that you contact that same licensed heating and air conditioning contractor to process your warranty claim with the manufacturer for you and to provide you with new parts. Do not contact the manufacturers for help directly as they have no arrangement to service consumers this way. Also, be advised that unless a licensed contractor has installed the product himself, he will have to charge you his labor fee to process your warranty and to install the warranty parts for you if you choose to have him do this.

To process a warranty claim through Alpine Home Air Products, please call Customer Service at (800) 865-5931 or email us at [email protected] .

In order for Alpine Home Air Products to process a warranty part claim for you, you will need to provide a copy of your licensed contractor’s receipt indicating that you had a licensed contractor either install or inspect your equipment before start-up. The licenced contractor should be a professional whose contact information can be verified in a phone directory. We will also require verification in written form from your licensed contractor that the part in question is in fact defective.

Without a receipt from a licensed contractor, we cannot process warranty parts or claims for you on any of the products you buy here.

If your licensed contractor discovers internal damage to the unit that resulted from shipping, Alpine Home Air Products will reimburse you for the cost of the part. Labor costs to reinstall or repair the damaged part will not be covered.

If your part is under warranty and you choose to process your warranty through Alpine Home Air Products rather than through your licensed contractor, please select from the following two options:

1. Purchase the new part from Alpine. On receipt of the old part, we will credit your account less shipping costs for the new part.
2. Send the defective part back to Alpine. Upon receipt of the defective part, we will send you a new part at no cost, but will request payment information to cover shipping costs.

All replacement parts for Scratch-N-Dent equipment purchased at Alpine Home Air Products are available for sale by special order. Please call Customer Service at (800) 865-5931 or email us at [email protected] to special order replacement parts.

We offer discounts for volume purchases. Volume orders qualify for one of two discount types, whichever is greater.

To receive your volume discount, checkout as normal online or by phone. If by phone, please request the volume discount at that time and we will apply the discount to your order. If you checkout online, please email us at [email protected] or click here after you have placed your volume order. Please include in your email your name and/or order number and your request for the volume discount. We will apply the discount to your order and email you a confirmation. We thank you in advance for your volume order.

1. Volume discounts must be requested within 10 days from the order date.
2. Discount A and Discount B are not cumulative. Whichever discount is greater will be applied to the order.
3. Discount A percentages apply only to those items on the order that are quantity 3 or greater.
4. Discount applies to product costs, and does not apply to shipping, taxes or other non-product costs.
5. Discount applies to products on individual orders, and is not cumulative across multiple orders.

This privacy policy has been compiled to better serve those who are concerned with how their 'Personally Identifiable Information' (PII) is being used online. PII, as used in US privacy law and information security, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website. You may access this information to see what has been collected, stored, or changed by contacting us via email at [email protected] or by phone at (800) 865-5931.

What personal information do we collect from the people who visit our website?

When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number or other details to help you with your experience. Alpine Home Air Products is dedicated to the protection of the privacy of your information both online and offline. Your information is both encrypted and transmitted securely. This may be verified by you by noting that there is a closed lock symbol at the bottom of your browser and by looking for "https" at the beginning of the webpage address. Offline your personal information is entered into a computer/server environment that is secure. Only those employees who need specific information in order to service your order are able to access this information; for example, the customer service and billing departments.

When do we collect information?

We collect information from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website or use certain other site features.

How do we use your information?

We may use the information we collect from you in the following ways:

1. To personalize your experience and to allow us to deliver the type of content and product offerings in which you are most interested.
2. To improve our website in order to better serve you.
3. To allow us to better service you in responding to your customer service requests.
4. To quickly process your transactions.
5. To send periodic emails regarding your order or other products and services.
6. To administer a contest, promotion, survey or other site feature.

Do we use 'cookies'?

Yes. Cookies are small files that a site or its service provider transfers to your computer's hard drive through your web browser (if you allow) that enables the site's or service provider's systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future. We may use trusted third party services that track this information on our behalf.

What do we use 'cookies' for?

1. To help remember and process the items in the shopping cart
2. To keep track of advertisements
3. To compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future.

Third Party Disclosure

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property or safety.

However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising or other uses.

Google AdWords Remarketing

This website uses the Google AdWords remarketing service to advertise on third party websites (including Google) to previous visitors to our site. It could mean that we advertise to previous visitors who haven’t completed a task on our site, for example using the contact form to make an inquiry. This could be in the form of an advertisement on the Google search results page, or a site in the Google Display Network. Third-party vendors, including Google, use cookies to serve ads based on someone’s past visits to the www.alpinehomeair.com and/or other Alpine Home Air Products owned and operated websites. Any data collected will be used in accordance with our own privacy policy and Google’s privacy policy.

Opt Outs

You can request to be removed from our email list at any time by clicking here. Also, at your request, any other personal information you have provided to us can be deleted from our system, reviewed by you as to content or changed as needed. You may contact us at any time to discuss any concerns you may have regarding how we use your personal information. If you feel that at any time these policies are not being met, please contact us by phone at (800) 865-5931 or by email at [email protected].

You can set preferences for how Google advertises to you using the Google Ad Preferences page, and if you want to you can opt out of interest-based advertising entirely by cookie settings or permanently using a browser plugin.

Our orders are fulfilled within 15 minutes of being placed during regular business hours if all products are in stock. If you need to cancel or change an order, you must contact us immediately by phone at (800) 865-5931. Orders that have been released to shipping cannot be cancelled, but may be returned.

1. Add products to your cart and continue the shopping process as usual.
2. During checkout, simply select "Credit Card Online."
3. Complete the sale by selecting the credit card type and entering the number.
4. Your order will be processed and your products will be prepared for shipment.
5. You will receive a confirmation email and a shipping tracking number when your order ships.

1. Add products to your cart and continue the shopping process as usual.
2. When you come to the edit cart screen, call us toll-free at (800) 865-5931.
3. An operator will assist you in ordering your products.

1. Add products to your cart and continue the shopping process as usual.
2. During checkout, simply select "Cashier's Check."
3. Complete the sale by clicking "Place My Order."
4. The final screen will display a copy of your order and order number.
5. Print that page and mail it along with your cashier's check to the address indicated on that page.
6. Your order will be promptly shipped when your check is received and cleared.
7. You will receive a confirmation email and a shipping tracking number when your order ships.

1. Add products to your cart and continue the shopping process as usual.
2. During checkout, simply select "Cashier's Check."
3. Complete the sale by clicking "Place My Order."
4. The final screen will display a copy of your order and order number.
5. Contact your bank and request to do a wire transfer. They will likely need you to visit their office to sign a release.
6. Call us at (800) 865-5931 after you have contacted your bank. We will provide your bank with an account number to wire your payment.
7. You will receive a confirmation email and a shipping tracking number when your order ships.

1. Add products to your cart and click the PayPal button. Be sure to type in your zip code when prompted, and click Submit.
2. Review the user agreement, and click "Proceed to PayPal."
3. Log in to PayPal and choose a shipping option.
4. Review your order and click "Pay Now."
5. The final screen will display a copy of your order and order number.

1. Add products to your cart and click the Amazon button. Be sure to type in your zip code and phone number when prompted, and click Submit.
2. Review the user agreement, and click "Proceed to Amazon."
3. Log in to Amazon and choose a shipping option.
4. Review your order and click "Place Your Order."
5. The final screen will display a copy of your order and order number.

1. Add products to your cart and click the Affirm button.
2. Fill out the form and click continue
3. Review the user agreement, confirm all information and click "Proceed to Affirm."
4. You will be redirected to Affirm's website, fill out the form and click "Confirm Loan."
5. The final screen will display a copy of your order and order number.
6. Payment options through Affirm are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders.

Do not attempt to install any furnace yourself unless you are qualified to do so. If you are not qualified to install the furnace which you are purchasing, you must arrange for a qualified, licensed heating contractor to do so for you. All work must be done according to local building, electrical and mechanical codes. All products must be installed according to manufacturer's installation instructions and safety guidelines.

Misapplication or improper installation of furnaces sold by Alpine Home Air Products can result in loss of warranty, equipment damage, property damage, personal injury, or death. By purchasing from us, you agree to not hold responsible Alpine Home Air Products, its partners, the product manufacturers or any other providers of your purchased items for any damages, liability or legal litigation for any consequences, damages or injury that results from improper use or installation.