Customer service
Everything about ordering, delivery and returns
The questions we get most, answered straight — even when the answer costs us a sale.
Shipping
Delivery and lead times
When your package leaves, when it arrives and what it costs.
Didn't get your tracking link, or is delivery taking longer than expected? Let us know.
Get in touchHow much does shipping cost?
Shipping is free on orders over $50. Below that we charge the standard shipping rate, which you'll see in your cart before you check out.
The exact rates and conditions are in our shipping policy.
How fast will my order arrive?
Order on a business day before 9:00 PM and your package leaves the warehouse that same evening. Weekend orders go out on Monday.
You'll always receive a tracking code as soon as your package is handed to the carrier.
Can I track my order?
Yes. As soon as your package ships you'll get a tracking link by email. Use it to follow the delivery right to your door.
Still no movement in the tracking after two business days? Get in touch and we'll chase it up for you.
Do you ship internationally?
The countries we ship to and the matching rates are listed in our shipping policy. At checkout you'll see right away whether your address is supported.
Returns and warranty
Exchanges, returns and warranty
What your rights are and how to use them.
Send us your order number and a short description and we'll pick it up.
Get in touchHow long do I have to change my mind?
You have 30 days from the moment your order is delivered. That applies even if you simply don't like the unit — nothing has to be wrong with it.
The full conditions are in our return policy.
How do I send something back?
Contact us with your order number and we'll send you the return instructions. Keep the original box and protective material — climate equipment is fragile in transit.
Once we've received and inspected your return, we'll process the refund.
When do I get my money back?
After we receive and inspect your return, we refund you using the same payment method you used to order. How quickly the amount lands depends on your bank or card issuer.
The exact timelines are in our return policy.
What if my unit is faulty?
Every unit comes with a two-year warranty. If something breaks during that period under normal use, we arrange the exchange or repair with the manufacturer — you don't have to chase it yourself.
Contact us with your order number and a short description or photo of the problem.
Payment
Payment and invoices
How you pay and what you get afterwards.
Something not right with your charge or invoice? Get in touch with your order number.
Get in touchWhich payment methods do you accept?
You'll find the available payment methods at the bottom of every page and at checkout. Which options you get depends on your country and your order total.
Is it safe to pay here?
Yes. Checkout runs entirely through Shopify's secure payment environment over an encrypted connection. We never see or store your full payment details.
When is my card charged?
You're charged the moment you complete your order. Right after that you'll receive a confirmation email with your order number.
No confirmation? Check your spam folder first, and get in touch if it's not there.
Do I get an invoice?
Your order confirmation email serves as proof of purchase. If you need an invoice in a company name or with a tax number, let us know along with your order number.