Frequently asked questions

Add the system to your cart and check out with your shipping address and payment. If you need help choosing, call or email us first. Payment is always completed online at checkout, which is the safest way for everyone.

Yes, call us and we’ll build the order with you. You still pay online at checkout, since we never take card numbers over the phone.

Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay and Google Pay. The options you can use show at checkout.

Yes. Checkout runs on Shopify’s PCI DSS Level 1 platform over an encrypted connection, and we never see or store your card number.

No. Financing would push our prices up for everyone, so we keep prices low and take direct payment only.

Yes. We’re an authorized MRCOOL dealer, so every system is genuine and carries the full MRCOOL warranty.

No, you can check out as a guest. An account lets you see past orders and check out faster next time.

You get an order confirmation by email right after checkout. If it isn’t in your inbox or spam folder, contact us and we’ll resend it.

Yes. Request a quote or call us and we’ll send the full price before you buy.

Send us a competitor’s price on the identical product from an authorized MRCOOL dealer and we’ll review it for a price match.

Yes. For several systems, contact us first so we can coordinate delivery and quote volume pricing on larger orders.

Contact us as soon as you can. Before it ships, you get a full refund minus the 3% non-refundable card processing fee charged by the payment provider. Once it has shipped, it can’t be cancelled and is handled as a return.

Yes, if you contact us within 24 hours of ordering. Once the order is processed or shipped, the address can’t be changed.

Yes, contact us and we’ll update it. We can’t change the items once an order has shipped.

We email you tracking when your order ships. You can also call or email us any time for an update.

Ground and freight shipping is free on kept orders delivered to the 48 contiguous United States. If you return an order for customer remorse, we deduct the original shipping we paid, which for a full system is often around $600 one way. See the shipping policy.

Shipping is free to physical street addresses in the 48 contiguous United States. We also ship to Hawaii and Alaska, but you need to ask us for a shipping quote first, and it has to be approved and paid before we dispatch. We don’t ship to Canada, Puerto Rico, US Virgin Islands, APO/FPO addresses or P.O. Boxes.

In-stock orders placed before 2:00 PM EST, Monday to Friday, start processing that day. We review and confirm each order first, which can take up to 24 hours. Handling then takes 2–4 business days, and up to 7 when we’re busy.

3–7 business days after it ships from our Kentucky hub. Cross-country deliveries, like Kentucky to California, take the longest, and remote areas can take longer.

Complete systems go by freight. Smaller orders and accessories usually go by UPS Ground. We may use another carrier depending on availability.

You get a tracking email within 1–3 business days after your order ships. Tracking can take 24–48 hours to show in the carrier’s system.

The freight carrier calls to schedule a delivery window, usually 2–4 hours. You can also call the carrier yourself to set an appointment.

Freight delivery is curbside: the driver uses a liftgate to lower your order to the curb or driveway. Bringing it inside, up stairs or into your garage isn’t included. You can arrange extra help directly with the freight company, and extra fees may apply.

Yes, for freight. Someone 18 or older has to be there to inspect and sign the delivery receipt. Small parcels may be left without a signature.

The freight company will try again. Call them to reschedule. Extra delivery attempts can cost extra, so have someone there during the window.

Systems ship in reinforced boxes with protective foam, secured so they don’t move in transit and marked for careful handling.

Usually not. Contact us before ordering and we’ll see if we can arrange it, with a contact name and phone number for the delivery.

Check every carton before you sign. Refuse only the damaged item and keep the rest, write the damage on the receipt, take photos and call us at +1 (844) 999-9725. When you refuse it, we can send a replacement right away. If you accept it, we have to wait for the carrier to pick it back up first.

Contact us within 24 hours of delivery with your order number and photos. Wrong or missing items cost you nothing to fix.

We handle it. Contact us and we’ll open a claim with the carrier and make it right.

You have 30 days from delivery. For customer remorse returns, the item has to be new, unopened and uninstalled, in the original packaging. We deduct the original shipping we paid, the return freight, MRCOOL’s 10% restocking fee and the 3% card fee. Exchanges pay the return freight and the 10% restocking fee. Damaged, defective or wrong items cost you nothing. See the return policy.

Email us within 30 days of delivery with your order number and the reason. We request the return from MRCOOL, and MRCOOL emails you pickup instructions.

MRCOOL’s carrier picks it up. Scheduling can take up to a week when they’re busy. Put the item outside only on the day of pickup, not before, so nobody can take it.

No. Once the box is opened, the unit can’t be sold as new. Check the size with our sizing guide or call us before you order.

You can return it as a customer remorse return if it’s still unopened, or exchange it for the right size and pay the return freight and the 10% restocking fee.

For customer remorse returns, no: we deduct the original shipping, return freight, the 10% restocking fee and the 3% card fee. If the return is because of our mistake or the carrier’s, all fees are waived.

Yes. Contact us to arrange it. For an exchange you pay the return freight and MRCOOL’s 10% restocking fee.

Inspection takes 2–4 business days after the return arrives. Once approved, the refund goes back to your original payment method and posts within 5–10 business days.

That’s covered by the MRCOOL manufacturer warranty, not the return policy. Send us photos or video of the problem and we’ll help you file the warranty claim with MRCOOL.

Yes, under the same rules, as long as they’re unused, in the original packaging and show no sign of installation.

Yes. Pre-charged Quick Connect line sets mean no HVAC tech, vacuum pump or gauges. The power side may need an electrician depending on your local code.

Select is the lowest price, EasyPro adds more efficiency and features, and 5th Gen is top of the line and the only one that does multi-zone. See the full comparison chart.

DIY systems are made for homeowners to install with pre-charged lines. Advantage systems need a licensed HVAC tech to install and charge them.

Most people finish one room in a day.

Check the MRCOOL Rebate Center at mrcool.com/rebate-center for the incentives that apply where you live.