All orders are shipped free of charge and are not subject to *sales tax (*except for Washington state).
We try to make the delivery process as simple as possible, and we can send your order either to your home or workplace. Unfortunately, we do not offer deliveries to PO boxes or parcel motels. Most orders ship from Kentucky.
For a quote on express shipping rates, please feel free to reach out and we will be more than happy to help.
Business days are Monday through Friday. Holidays, Saturdays, and Sundays are not included in shipping days.
The time frame for order delivery is divided into two parts:
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Processing time: Order verification, tailoring, quality check, and packaging. All orders are sent to the warehouse for dispatch within 1 business day after the order is placed then additional business days are required to dispatch your order:
For all accessories: 2-4 business days on average.
For complete or partial system: 4-7 business days on average.
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Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. Shipping transit times are not guaranteed and may vary depending on your delivery address.
Shipping to the US:
For all accessories: 2-4 business days on average.
For complete or partial system: 4-7 business days on average when not delayed by the freight company.
Shipping to Canada:
For all accessories: 4-7 business days on average.
For complete or partial system: 7-10 business days on average when not delayed by the freight company.
Orders shipping to Canada are subject to customs duties and taxes.
Shipping to Hawaii:
Shipping freight costs need to be determined. We will reach you with a quote and a delivery date as soon as possible.
Note: Tracking information is available within 1-3 days after shipping. If you received a tracking number that is not working at the time you are trying, please check again within 24 hours before contacting us as it takes time to update the system, thank you!
Customers are responsible for providing complete and accurate shipping addresses to Cool Mini-Splits. Cool Mini-Splits is not able to make changes to your shipping address once a package leaves our warehouse, and Cool Mini-Splits is not liable for packages that are lost due to incomplete or inaccurate addresses.
!Important: Please note that orders shipped by freight may not be able to deliver to your residential area for a number of reasons like narrow roads or delivery to apartments building above ground floor which are made to the front of the building only, not up the stairs to your door and any other reasons that may prevent your delivery.
Please note that extra costs or issues due to miss-delivery are to be managed by yourself because as much as we would love to help, we can not take responsibility to coordinate and manage certain details.
It will be your responsibility to arrange delivery to avoid any problems or returns. If a failed delivery attempt occurs, you'll need to pick it up yourself at the shipping facility or arrange a point of meeting.
All orders reported as "Delivered" by freight companies are considered delivered. Cool Mini-Splits cannot be made liable for non-delivery in this case.
If a delivery fails for any reason and the address the order was sent to, was the correct address as provided by the customer, Cool Mini-Splits cannot be held liable if a package is returned to our warehouse.
The order placed by the customer on our website is the order Cool Mini-Splits will ship to the customer. We cannot be held liable for the customer receiving the wrong item if they placed the wrong order.
Equipment Arrival
Shipping transit times are not guaranteed and may vary depending on your delivery address. Once your order arrives, make sure to inspect each and every item on the pallet. Count the number of items (boxes) on the shipment. Make sure that your count matches the count printed on the delivery receipt before signing for your delivery.
Missing items or incorrect items that were noted on the delivery receipt must be reported within 24 hours of receiving your order by contacting our customer service department. We reserve the right to reject any claim for missing items if not reported within the twenty-four-hour period.
After taking count of the pieces on your shipment, remove wrapping or boxes and inspect each item of equipment thoroughly in the front of the driver. Do not sign the delivery receipt until you have thoroughly inspected each item. Check all of the equipment to make sure it is not dented or badly scratched. Make sure to mark the delivery receipt clear, short, wrap broken, or damaged after inspecting your shipment thoroughly.
Making Notes on the Delivery Receipt
If the number of items noted on the delivery receipt matches what you have received and none of the items have been damaged. Accept your delivery, sign, and Mark the Receipt Clear.
Please note: The customer is responsible to check and assure that the products being received are clear of damages and/or shortages.
If the items or boxes on the shipment do not match the number listed on the delivery receipt. Mark the Receipt Short (a packing slip will be attached to the freight shipment for your reference) Make sure to note on the delivery receipt which items are missing. We will work with the carrier to track the missing items, please allow up to 7 business days for the freight carrier to locate your items. Please allow the appropriate time for the Freight Carrier to locate the missing items notated short on the delivery receipt. If the freight carrier is not able to locate the missing items, we will ship those items via standard ground shipping to you at no charge if the receipt was noted short and the items that are missing are noted on the delivery receipt.
If the shrink wrap is torn or has been replaced during transit; Mark the Receipt Wrap Broken.
Any orders that are rejected by the customer for any reason other than damage in shipment or wrong items shipped must pay return shipping cost.
Order cancelation
Only available during EST business hours and outside business hours you can always notify us at any time. Should you decide to cancel, please do so as early as possible to allow time for the cancelation process. We accept cancellations until Friday early mornings at the latest because it must be processed by our office HQ.
For all accessories: No restocking fee. We only accepts returns for unopened merchandise if customers decide to not use it.
For partial or full system: Shipping cost + 15% restocking fee will additionally be charged as soon as the order leaves the warehouse or for any refused product, damaged, returned, late cancellation or otherwise. Furthermore, MRCOOL only accepts returns for unopened merchandise if customers decide to not use it.
Since April 2020, there are no fees to refund a charge, but the fees from the original charge aren't returned so a 3% fee applies and will be deducted from your refund. In the case that the refund is due to a mistake from our side or defective items, we won't charge you any fees.
In the rare case that a product becomes faulty or a buyer receives a product with defects, buyers are entitled to request a product replacement within 30 days of receiving the item. To request a replacement, buyers are required to provide photo/video evidence of the product's manufacturing defects via email
Payment & Security
Your payment information is processed securely. We do not store credit card details nor have access to your credit card information.