Shipping, Returns & Warranties - ComfortGurus.com

ComfortGurus.com Shipping, Returns, and Warranty Policies


Specific Needs? Contact Us!
866-519-2461
service@comfortgurus.com



Shipping

Time-Sensitivity
At ComfortGurus.com, we make every effort to ensure your order ships in a timely manner. While we do our best to provide same-day shipping, we cannot always guarantee it. Call to discuss your needs with a representative so we can do everything in our power to satisfy your time-sensitive requirements.

In-Stock Orders
Orders for in-stock items (noted, “Available Now”) placed before the selected service’s cut-off time will ship same-day.  Orders placed after that time typically ship the following business day (Monday-Friday).  See “Same Day Cut-Off Times” below.

Same Day Shipping Cut-Off Times*

Service


Transit Method


Cut-off (Mountain Daylight Time)


Guru Preferred, Parcel, and FlatRate


Standard


1:00PM MDT, M-F


Guru Parcel 2-Day


2-Day Air†‡


2:00PM MDT, M-F


Guru Parcel 1-Day


1-Day Air†‡


2:00PM MDT, M-F


LTL (Less-than-truckload)


Standard


Ships within 1-2 Business Days



* Times apply to in-stock items and are guidelines only.  Special orders are subject to manufacturers’ wait times.
† Expedited shipping options refer to business days (M-F) in transit.  Selecting “2 Day” does not indicate the package will be received two days from order date, rather two business days from shipment. 
‡ Neither UPS nor FedEx deliver on Saturdays without an added Saturday delivery charge. This includes UPS Next Day Air® and FedEx Standard Overnight®.  Call to check the possibility of and to make additional payment for Saturday delivery.


 

Special Orders and Backorders
Special order items (noted, “Call for Availability” or by an approximate lead time) are not normally stocked in our warehouse or are out of stock. They must ship from the manufacturer, which subjects them to manufacturer policies, wait times, and shipping schedules.  These are typically drop-shipped direct to your location.  Some must ship to our location first and be forwarded on to you.  This typically delays orders by 2-5 days, depending on the vendor.  Expedited/same-day shipping options are available for some manufacturers, so call with a specific product number so we can explore your options with you.  Our representatives will keep you updated if there are delays beyond the lead times advertised.

Tracking

Tracking numbers will be automatically e-mailed for your convenience. In some cases, manufacturers are unable to provide tracking immediately upon shipment, so
feelfree to contact us for an update on the status of your order.

Shipping Carriers
ComfortGurus.com selects the lowest cost carrier for in-stock items.  For special order items, carriers are chosen by their respective manufacturer.  If your address is known not to receive packages from a specific carrier, please let us know upon ordering. ComfortGurus.com assumes all addresses are deliverable by any carrier unless otherwise notified. Packages returned to sender will be subject to our standard return and refund procedures, and re-shipment will require a new order to be placed with a valid delivery address.

3rd Party Billing
If you’d like your shipping charges billed to your UPS, FedEx, or other carrier account, call with your item reference number(s) to ensure the possibility of using your carrier.

Charges
Shipping charges are FOB source and non-refundable except in the case of canceled, unshipped orders (exceptions also apply for product DOA and mis-shipments).  ComfortGurus.com cannot refund freight charges for delays or circumstances beyond our control. This includes, but is not limited to, inclement weather, natural disasters, holidays, an invalid delivery address provided, or any carrier-related exception.

Every effort is made to keep shipping charges low and accurate.  In the rare occurrence that the website miscalculates shipping costs upon checkout, we must collect the correct amount before shipment.  ComfortGurus.com will never charge for these discrepancies without your approval.  Conversely, if the shipping charge reflects an overcharge, we will refund the difference. 

Shipments to Alaska, Hawaii, and Outside the U.S.
For parcel shipments to Alaska, Hawaii, and outside of the contiguous United States, UPS, FedEx, and other carriers impose added fees upon delivery. These charges are in addition to charges incurred at checkout and are collected by those companies or their brokers, not ComfortGurus.com. To save you the hassle of paying these fees upon delivery, we use USPS (the United States Postal Service) as our default carrier for international shipments where possible but duties and taxes still apply.  If you have any questions about this, please call or email us.

LTL (less-than-truckload) freight shipments are limited to the contiguous United States.  Customers in Alaska, Hawaii, and international locations may ship anywhere within the contiguous United States and make arrangements for the shipment to be handled by your LTL carrier of choice from that point forward. 

LTL
A valid phone number must be provided for orders shipping via LTL freight and there must be a responsible party available to sign for the shipment upon delivery.  Further, the delivery address must be able to accommodate a freightliner vehicle.  The customer is responsible for any additional shipping charges incurred due to non-deliverability.

Damage Claims
Should your order arrive damaged, to help us take care of the damage claim for you in a timely manner please note the following:

  •          •  Report damage immediately - no later than within 7 days of delivery.
  •          •  E-mail detailed photographic evidence of damaged product (and packaging, if applicable) to service@comfortgurus.com.
  •          •  Once we receive evidence of the damage, we can either ship a replacement or issue a full refund.  Replacement is subject to availability, and we will cover shipping costs matching the service of the original order.
  •          •  Damaged product must be made available at delivery location for at least 30 days after date of claim in the event of a claim inspection conducted by the shipping carrier.  If no inspection or return is requested after that time, the product may be disposed of at your convenience.
  •          •  Additional terms or requirements may apply for LTL and high value shipments.


Returns

Standard Return Policy

  •          •  An RGA (Return Goods Authorization) must be requested for all returns.
  •          •  RGA requests must be made no more than 30 days from package delivery date.
  •          •  Product must be unopened, uninstalled, in original packaging and in resalable condition.
  •          •  Customer is responsible for return shipping charges.  Any charges that are incurred by ComfortGurus will be deducted from the refund.
  •          •  Customer is responsible for safe return transit, and no refund will be issued for returned product damaged due to improper packaging.
  •          •  Refunds will be issued within 2-4 business days of receipt after inspection and approval.
  •          •  Original shipping charges are non-refundable.
  •          •  Returned products may be subject to a restocking fee as set by the manufacturer.
  •          •  By initiating a return, the customer accepts the terms of this Return Policy.
  •          •  Certain made-to-order and/or special request items may be non-returnable.

 

To Request an RGA
ComfortGurus.com Orders: E-mail service@comfortgurus.com or call 866-519-2461 with your order reference number, item number(s), and detailed reason for return and we’ll provide your return instructions.
Amazon Orders: Within your Amazon account select Your Account -> Your Orders -> Return or replace items, and leave a detailed description of return reason.  

Rejected Returns
Goods returned without an RGA may be rejected outright, or if accepted are subject to restocking fees.  Rejected returns and product received in unacceptable condition will be disposed of at the customer’s expense if shipping costs to be returned back to the buyer are not paid within 30 days of rejection notice.


Warranties 

Many products on this site should be installed by a licensed professional. Improper installation or installation by an unlicensed individual may automatically void warranties with some manufacturers.


ComfortGurus.com acts as a mediator between the consumer and manufacturer and is not involved with warranty approval or disapproval.  Warranties are upheld according to the manufacturer’s terms.

Conditions for Warranty Returns

  •          •  Warranties must be claimed with requisite information for manufacturer processing (i.e. model and serial numbers, installation and failure dates, failure description, contact information of licensed installer, fully completed claim forms, etc.).
  •          •  Customer is responsible for return shipping charges, if return is required, except for items DOA (Dead on Arrival).
  •          •  Credit or replacement will be issued upon approval by the manufacturer.
  •          •  By initiating a warranty claim, the customer accepts the terms of this Warranty Policy.

DOA (Dead on Arrival)

Parts are considered DOA (Dead on Arrival) when failed out of the box or within 7 days of delivery. In the rare event a product is DOA, please contact us immediately.  We will do everything within reason to resolve the issue, whether refund or replacement.  Replacement is subject to availability, and ComfortGurus.com will cover shipping costs matching the service of the original order.


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