Customer Service

Customer Service Questions and Answers

For questions about your order, please email or fax us.

For help with your account, such as changing your password, please click "my account".

I'm a contractor - how can I qualify for any applicable wholesale discounts?

Qualify yourself as a professional contractor and apply for a PHVAC Preferred Customer account by clicking "here".

How long does it take to process my order?

Most orders are filled and shipping within 1 business day.

How long does it take for my order to arrive?

Depending on your location and the weight/size of your order, most orders are received in 2-3 days after receipt and acceptance of your order. Bulk size orders namely those too large to ship via UPS or FEDEX usually deliver in 5-7 days after receipt and acceptance of your order.

My shipping charges are different than when I submitted my order. What happened?

Shipping charges are an estimate and may need to be adjusted based on the size and weight of the item(s) ordered and whether they can be shipped together.  We ship directly from the manufacturers, so if an order contains items from more than one different manufacturer, there may be separate shipping charges.  Again, freight charges are an estimate only and not guaranteed by PHVAC.

How can I order in sufficient quantities to qualify for prepaid full freight allowance?

There are certain products, when ordered in sufficient quantities to meet the requirements of the various manufacturers that may qualify for full freight allowance (FFA).  These categories are set at very reasonable minimums and are easily met by professional contractors.  A list of your required list of materials can be submitted and you will be advised prior to placing your order if the minimums meet the required amounts. Any backorders from an order originally meeting the FFA minimums will be shipped FFA.

Some items in my order are damaged. What should I do? 

As stated in our terms and conditions, Claims for shortages or visible damaged goods must be noted on the freight bill prior to signing for receipt of the material.  The damaged material must be refused and returned with the delivering carrier. There is no exception to this policy.   

Some items in my order have arrived in a carton or crate which has damage to the container. I have no way of knowing if it is damaged or not.  What should I do? 

In the presence of the delivering carrier, the carton must be opened to determine if the merchandise contained within in is damaged.  If damage to the interior content of the container is evident the container must be refused.  The freight bill must be signed by the carrier and a copy of the freight bill sent to PHVAC within 12 hours. Any concealed damage or shortage claims must be made to the delivery carrier and PHVAC within 12 hours of receipt of material.

How can I return an item?

All sales of PHVAC are final.  There are rare exceptions when mistakes are made in ordering and shipping the wrong products.  These exceptions will be handled on a one on one relationship and a satisfactory solution will be made to any problems of this type that could or may arise. In general, all sales of PHVAC are final.  In the event an exception is made to this policy there will be a 20% restocking fee plus return freight. A credit will be issued to the customer upon receipt to PHVAC of credit for the returned merchandise to the same account or credit card of the original transaction.