FAQ

Answers to what we are asked most often at the counter. If yours is not here, call us on (786) 732-0077 or send us a message — somebody who knows the equipment will answer.

Ordering and pricing

Do I need an account to order?

No. Anyone can order from the website. Opening a contractor account gets you trade pricing and makes reordering faster, but it is not required.

Why do some products say “Price on request”?

Some items are priced to order, usually because the cost moves with the manufacturer or because freight makes up a large share of the total. The product is available — call or request a quote and we will confirm the current price and lead time.

Can I get contractor pricing?

Yes. Contractor and dealer pricing is available to qualifying trade customers. See Contractor Accounts to apply.

Shipping and freight

Where do you ship?

Standard shipping rates apply to the contiguous 48 states. Orders to Hawaii, Alaska, U.S. territories or international destinations need separate freight arrangements and carry additional charges. For international shipments the customer coordinates pickup, customs and duties, and a Bill of Lading must be provided to us before pickup.

How is shipping calculated?

Freight depends on the destination, the size and weight of the equipment, how many items are on the order, whether the delivery is commercial or residential, and any accessorial services such as liftgate, limited access or inside delivery. Most of our quotes already include residential delivery and liftgate service. If you are receiving at a commercial address with a dock or your own unloading equipment, contact us — we can usually quote it cheaper.

What is a skid fee?

Equipment that has to be palletised or skidded for transport carries an additional skid fee, added to the final purchase and shipping charges.

Do I have to inspect a freight delivery?

Yes, and this one matters. Freight deliveries must be inspected thoroughly before you sign the delivery receipt. Once the delivery is signed for we are not responsible for damage or missing items. If anything is damaged or missing, note it clearly on the freight receipt before the driver leaves, photograph it, and contact us immediately.

Local pickup and delivery

Can I collect from the counter?

Yes. Will-call pickup is available at 7890 NW 98th St, Hialeah Gardens during counter hours.

Do you deliver locally?

We offer free local delivery on orders over $200 in our delivery area. Same-day local delivery is available across Miami-Dade and Broward.

Returns and exchanges

How long do I have to return something?

Unused items may be returned or exchanged within the timeframe stated in the product description. Where no timeframe is stated, the window is 15 days from delivery. Returns need prior authorisation.

Is there a restocking fee?

Yes — 25% on approved returns. Shipping costs are not refundable, and if an item was ordered by mistake the customer covers shipping both ways. Returns must come back with all original packaging, documentation and accessories, shipped prepaid and insured.

What cannot be returned?

Equipment that has been installed, used, energised, started up, connected or field-modified. Once installation or startup happens the product is considered accepted and is not eligible for return, exchange or credit unless we approve it in writing. Refurbished items are sold as-is.

Full detail is in Returns & Exchanges.

Warranty

Who warrants the equipment?

The manufacturer. Imperial AC Supply is a distributor — we do not manufacture the equipment and we do not add a warranty of our own on top of the manufacturer’s. Warranty periods vary by product and by manufacturer.

Something failed after installation. What now?

Warranty claims after installation or startup are handled directly with the manufacturer. We can point you to the right place to start. See Warranties for how that works.

Payment

What can I pay with?

We accept Visa, Mastercard, American Express, Discover and Apple Pay online. Approved account customers can be invoiced against their terms.

Do you charge sales tax?

Applicable taxes are added at checkout. If you hold a valid Florida resale or exemption certificate, send it to us and we will apply it to your account.

Still stuck?

Call (786) 732-0077 during counter hours, or send us a message. If your question is about a specific order or unit, have the order number or model number to hand — it gets you an answer much faster.