Aprilaire eStore Customer Service

The following is the eStore customer service policies of Aprilaire, a division of Research Products Corporation




CREATING AN ACCOUNT


Before we can process your first order, you will be asked to set up an online account. Maintaining an account at Aprilaire eStore offers many advantages. It allows you to check your order history, track current orders and access your order receipt. All your data is encrypted and secure using secure socket layer (SSL) and encryption technology. 

Setting up an account is easy. Before completing your order, you will be asked to enter your email address as well as a password of your own choosing. We will then send you an email to confirm this information.

If you ordered from us prior to December 16th, 2008, we request that you create a new account with us. We apologize for any inconvenience.

Forgot your password?

Please visit the Sign In page. Enter your email address in the email box and then click on the "Forgot your password?" link and your password will be sent immediately to that address.



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PLACING AN ORDER



Your Receipt

You may access your receipt for any order placed at Aprilaire eStore by visiting the your Account page. After entering your email address and password, click on the order you wish to access.


Product Availability

We will do everything we can to get your order to you as soon as possible. When you place an order, we will send you an email confirming our receipt of your order. The order will then be sent to our warehouse to check on stock availability. If the item is out of stock, another email will be sent advising you of the order status and whether or not it is available for backorder. At this time, you can choose to cancel your order or leave the item on backorder. Your credit card will not be charged until the item ships. Once the item ships, a shipment confirmation email will be sent to you and will provide carrier tracking numbers when available.


Delivery Information

Orders placed before 4:00pm EST for products that are in stock will generally be processed and shipped the same day, providing all credit card information is validated. Orders placed after 4:00pm EST and on weekends will be processed the following business day. Please allow 5-7 business days for delivery of in stock merchandise.

Rush delivery (Next Day and Two Day Air) is available for an additional charge. Before you submit your cart order all shipping method costs are displayed. These costs are based on your ship to address. Select the shipping method that's best for you before submitting your order.


International Orders

At this time, Aprilaire is only able to process orders for delivery in the United States, its territories and Canada. Any duties, tariffs or broker fees are not included in the order amount and will be collected by the shipper upon delivery. Any such fees are the responsibility of the customer. Please continue to check our store site for future advisements of international delivery.


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TRACKING AN ORDER


Visit the order tracking page and enter your email address and password to check the status of your order. Tracking information is available from FedEx 24 hours after your order ships. Orders placed for in stock items before 4pm (CST) often ship the same day, provided all credit card information is validated. Validated orders placed for in stock items after 4pm (CST) should ship the following business day, Monday through Friday. Overnight Saturday delivery is not available and there is no Sunday delivery.



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PAYMENT OPTIONS

Aprilaire eStore accepts MasterCard®, Visa®, American Express® and PayPal 



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SALES TAX

Sales tax will be collected on the total amount of the order in the following state: Wisconsin.


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SHIPPING AND HANDLING

Aprilaire eStore offers a variety of different delivery schedules: standard ground, second day air or next day air. When reviewing the items in your shopping cart, enter your ship to address upon check out. All shipping costs are displayed. Select the shipping method for your desired delivery schedule then submit your order.

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CANCEL AN ORDER

Orders for in stock items are sent to our warehouse for shipping immediately after you place the order, therefore, in stock items cannot be canceled once the order has been placed.


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WARRANTY INFORMATION

Aprilaire products installed after December 2006 have a 5 year warranty. If you do not know when your Aprilaire products were installed please contact your installing contractor or call Aprilaire at 800-334-6011 for assistance.


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CONTACT TECHNICAL SUPPORT

Research Products Corp
PO Box 1467
Madison, WI 53701
You may contact a technical support representative by calling 1-800-931-0014 or by filling out the Contact Us form.


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CONTACT ONLINE STORE REPRESENTATIVE

If you would like to place an order over the telephone or talk to a customer service representative, please call us at: 1-800-931-0014 between the hours of 7am to 5pm CST. If you would like a customer service representative to contact you, please fill out the Contact Us form.


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RETURNS and EXCHANGES


Your complete satisfaction is Aprilaire's ultimate goal. All returns, regardless of the circumstance, will require a Returned Goods Authorization (RGA) number issued by Aprilaire. This will ensure the fast processing of your return. Returns received without an RGA may not be processed.
While we can replace damaged or defective merchandise, we can't exchange items. In order to get exactly what you want as quickly as possible, please place an order for the item that you want and then contact us for an RGA number.

For unwanted merchandise:


To get an RGA number:  Email estore@aprilaire.com with your order number, name and the reason for your return. Or, call our customer service department at 1-800-931-0014, Monday through Friday, 7:00 am to 5:00 pm CST time.


    1. Once you have received an RGA number, repack the product and all accessories that may have accompanied the original shipment in the original packing. The RGA number must be identified on the outside of the carton
    2. Original shipping and handling and return postage charges will not be refunded.
    3. We will email you upon receipt of your return.
    4. A credit will be issued to your account within the next 30 days.
    5. Returned items must be sent back within 90 days of the order date.
    6. Other restrictions may apply.


For damaged product or if you received an item that was not ordered:


    1. Email estore@aprilaire.com with your order number, name and the description of the error or problem. Or, call our customer service department at 1-800-931-0014, Monday through Friday, 7:00 am to 5:00 pm CST time.
    2. Once you have received an RGA number, repack the product and all accessories that may have accompanied the original shipment in the original packing. The RGA number must be identified on the outside of the carton.
    3. Orders older than 30 days may not be accepted.
    4. Aprilaire will make arrangements to pick-up the order.
    5. We will email you upon receipt of your return.
    6. A credit will be issued to your account upon receipt of the original order, including the original, outbound freight.


More questions?

If your question is not answered here, please call us at 1-800-931-0014, Monday through Friday, 7:00 am to 5:00 pm CST time.



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