Customer Support Policy

At Heat AC & Co, we are dedicated to providing exceptional customer support. Our goal is to ensure a smooth and satisfying shopping experience by addressing all inquiries and concerns promptly. This Customer Support Policy outlines how you can reach us, what services we offer, and what to expect when seeking assistance.

Support Availability

Hours of Operation: Our customer support team is available Monday through Friday, 9:00 AM to 5:00 PM (Eastern Time), excluding major holidays.
Contact Methods:
- Email: Reach us at support@heatacandco.com for detailed or non-urgent inquiries.
- Phone: Call us at (888) 339-8401 during support hours for immediate assistance.
- Live Chat: Available on our website during business hours.
- Chat Bot: Accessible 24/7 for instant support.

Types of Support Offered
We assist with:

Order Inquiries: Status updates, tracking information, and modifications to existing orders.
Product Information: Guidance on product specifications, features, and suitability for HVAC needs.
Returns and Refunds: Assistance with initiating returns and processing refunds within the 180-day return window.
Warranty Claims: Support for submitting and resolving warranty-related issues.
Technical Support: Basic troubleshooting for products purchased from Heat AC & Co.

Response Times

Email and Contact Form: Responses are typically provided within 24-48 hours during business days.
Phone Calls: Immediate assistance is available during support hours.
Chat Bot: Instant, automated responses are available 24/7.

Customer Expectations
To ensure efficient support, we kindly request that you:

Provide detailed information about your inquiry, including order numbers, product details, or photos if applicable.
Be patient and respectful while our team works to resolve your concern.

Feedback and Escalation
We value your feedback and strive to continuously improve our services. If you are unsatisfied with the resolution provided, you may request to escalate the issue to a senior representative by contacting us directly.

Contact Us
For any customer support needs, please use one of the following options: