These are the questions we hear most on the phone and in live chat. If yours isn’t here, call us. You’ll get someone on our team in Winder, Georgia, and we’ve been in HVAC since 1995.
Shipping and delivery
Do you charge for shipping?
Shipping is free on orders over $99. Small items go by parcel. Condensers, furnaces, package units and full systems go by LTL freight truck.
How does freight delivery work?
The freight carrier calls you to schedule a delivery appointment, and someone has to be there to sign. Residential freight is usually dropped curbside, so plan on moving the equipment the rest of the way. Our freight delivery page walks through it.
When will my order arrive?
Any delivery date we give is an estimate, not a guarantee. Freight carriers run their own schedules, and the carrier will call you once it’s ready to deliver.
What if my equipment shows up damaged?
Inspect every carton before you sign. Write any damage or missing pieces on the delivery receipt, such as “damaged carton” or “2 of 3 pieces received,” take photos and call (877) 843-4822 or email Info@BuyComfortDirect.com right away so we can open a carrier claim.
Can I pick up my order instead?
Yes. Pickup needs at least 24 hours’ notice. At checkout, choose Pickup and enter the date and time you’ll come by our warehouse at 278 Nunnally Rd SE, Bldg A, Winder, GA 30680. Questions about it? Call (877) 843-4822.
Returns
Can I return something?
You can request a return within 30 days of delivery. The item has to be new, unused, uninstalled and in its original unopened packaging. Full details are on our shipping and returns page.
What can’t be returned?
Opened or installed equipment, special-order items and anything marked Clearance or Overstock.
How do I start a return?
Contact us for a Return Authorization (RA) number. Nothing comes back without one. We review requests in 1 to 2 business days.
Is there a restocking fee?
Yes, 15%. You also pay return shipping through UPS or FedEx (not USPS), and freight items go back by freight. Original shipping isn’t refundable, and on free-shipping orders we deduct what the original shipping cost us. Refunds go to your original payment method after we inspect the return.
Warranty and installation
Do you install the equipment?
No. We sell equipment only. Hire a licensed HVAC contractor to install it. That’s also what manufacturers require to keep the warranty in force.
What warranty comes with my unit?
The manufacturer’s warranty, and terms vary by brand and model. Many manufacturers require online registration after installation for the full term. Goodman asks for registration within 60 days of installation. Solace systems carry a 10-year parts and compressor warranty. See our warranty page.
Who do I call with a warranty problem?
Start with your installer, who can diagnose it. Then call or email us with your order number and the model and serial numbers, and we’ll help on our end.
Picking the right system
Why does checkout say I can’t buy a certain system?
Federal efficiency rules for split systems differ by DOE region. Checkout blocks split-system equipment that can’t be installed in your region, so you don’t end up with something your installer can’t legally put in.
How do I know the pieces work together?
Buy a matched system. We sell complete systems like AC with furnace and coil, heat pump with air handler, and dual fuel setups. The system selector will help you narrow it down, and we’re happy to check a match over the phone.
Pricing and payment
Why can’t I see a price on some Goodman items?
Manufacturer pricing rules limit how some prices can be shown. Add the item to your cart to see your price.
Do you price match?
Yes. See our price match guarantee for how it works.
Do you offer financing?
Yes, through Affirm and PayPal. Affirm runs from 0 to 36% APR, and checking eligibility doesn’t affect your credit score. PayPal offers Pay in 4 and special financing for approved accounts. All financing is subject to approval, and we’re not the lender. More on our financing page.
Do you have contractor pricing?
Contractors and dealers can call us to ask about trade pricing and terms, or sign up on our contractor page.
Can I buy tax-exempt?
Email a valid exemption or resale certificate to Info@BuyComfortDirect.com before you order, or call us, and our team will set up your account. See tax-exempt purchases.
Still have a question? Call (877) 843-4822 or use our contact page.