ORDERS, SHIPPING AND DELIVERY, EXCHANGE, RETURN AND REFUND

ORDERS, SHIPPING AND DELIVERY, EXCHANGE, RETURN AND REFUND

By accessing or using ComfiAire.com or any ComfiAire Services, you confirm that you are at least 18 years of age or the legal age of majority in your jurisdiction and have read, understood, and agreed to our terms and conditions under the Terms and Conditions section and the Privacy Policy section, along with any applicable laws and regulations.

ORDERS, SHIPPING AND DELIVERY

Placing an Order 

1. Before making a payment, please double-check that the correct product is in your shopping cart and that all required information, including your name, shipping address, email address and phone number, is accurate. The provided name, address and phone number will be used for shipping and delivery.
2. If you order the wrong product or one that does not fit your needs, you will be responsible for all related shipping charges.
3. If incorrect information is provided when you place the order, resulting in an undeliverable shipment, you will be responsible for all related shipping charges.
4. If you encounter any issues or make an error while placing an order, please contact ComfiAire Customer Care promptly at support@comfiaire.com. Our team is ready to assist you and ensure a seamless and enjoyable shopping experience.
5. ComfiAire strives to provide accurate information online. However, in the event of typographical errors, inaccuracies, or omissions, including those related to product descriptions, pricing, promotions, shipping costs, delivery schedules, or product availability, ComfiAire reserves the right to correct such errors, update the information, and/or cancel orders at any time without prior notice. ComfiAire is not obligated to honour incorrect pricing or accept returns resulting from such errors. Additionally, ComfiAire reserves the right to approve or decline any order at its sole discretion without providing a reason. If an order is cancelled or declined, a full refund will be issued to the original payment method within 5 business days.
6. By placing an order, you, the purchaser/owner, confirm that the products are not for intended for resale and you acknowledge that you have read and agree to all policies, terms, and conditions outlined on this Website, which may be subject to change at any time without additional notice.

Shipping Charges

1. Shipping charges will be automatically calculated at checkout. 
2. For product that qualifies for our “Free Shipping” promotion, the shipping charge is displayed as “Free” at checkout.
3. If you live outside of Canada, please contact ComfiAire Customer Care at support@comfiaire.com for a customized shipping quote.
4. ComfiAire does not deliver to NT, NU, YT, FPO, APO, and PO Box addresses.
. ComfiAire does not deliver to areas where the postal codes start with A0K, A0P,
A0R, A2V, G0G, G4T, J0M, R0B, T0P, T0V, V0T, V0L, V0V, V0W, X0A, X0B,
X0C, X0G, X0E, X1A, Y0A, Y0B, and Y1A.
6. Certain addresses or locations may be outside the reach of our Shipping Carrier. If you encounter an issue while placing an order, please contact ComfiAire Customer Care at support@comfiaire.com for assistance.


Sales Tax 

Your online order is subject to applicable federal and provincial sales taxes where delivery is made.

Optional Comprehensive Shipping Insurance

Your order includes basic insurance provided by the Shipping Carrier. If you wish to add optional comprehensive shipping insurance, please contact ComfiAire Customer Care at support@comfiaire.com for a customized shipping quote detailing the comprehensive coverage options.

Tax-Exempt Policy for Deliveries to Reserves in Canada 

If you are eligible for tax-exempt as an Indigenous individual or an organization who holds a valid Certificate of Indian Status (Status Card) issued by Indigenous Services Canada, with a delivery address to a reserve in Canada, please email a clear copy of your valid Status Card immediately to ComfiAire Customer Care at support@comfiaire.com with the subject line: “Tax-Exempt” after placing the order and include the order number. Upon receiving your email, our team will verify your documentation and shipping address within 2 to 3 business days and once verified, ComfiAire will ship the order and issue a refund for the applicable tax portion within 7 business days after verification confirmation.

Please note that orders shipped to non-reserve addresses are not eligible for tax 
exemption. In some cases, the GST may not be exempt depending on federal regulations. Orders without proper documentation or verification will not be processed as tax-exempt.

This policy complies with the federal guidelines established by the Canada Revenue 
Agency (CRA) and relevant provincial tax regulations. ComfiAire reserves the right to
modify this policy as necessary to remain aligned with changes in tax laws.

Accepted Payment Methods 

The following payment methods are available for use:
  • VisaComfiAire Terms and Conditions and Privacy Policy 
  • Mastercard
  • American Express
  • Visa, Mastercard or American Express prepaid credit or gift cards
  • ComfiAire Gift Cards and Credit Voucher to pay for your order.

Financing Option

Financing Option may be available on approved credit by third-party financing providers.
For more information, please visit the Financing Option page.

Rebates 

Subject to applicable government programs, rebates may be available to qualified residents for eligible products purchased directly from ComfiAire and installed by licensed and qualified HVAC professionals during the specified program period in select regions.

For more information, please visit the Rabate page.

Shipping and Delivery Estimates 

When you place an order online and if you pay by credit card, ComfiAire will authorize  your credit card to ensure sufficient credit is available and your card will be charged within 24 hours. In-stock orders are typically shipped within 1 to 3 business days after payment is received by ComfiAire, unless otherwise specified. You take title to the products at the time of shipment. If you order multiple items for delivery to different locations, you may receive multiple shipment notices and each shipment may have a separate tracking number. Delivery of in-stock items may take 3 to 14 business days depending on your destination and the Shipping Carrier. For priority orders, additional charges will apply and please allow 2 to 7 business days for delivery. Additional handling time may apply for preorders. Expected or estimated delivery dates are estimates only, and ComfiAire is not responsible for delays in transit time. If your shipment has not been fulfilled or shipped within 10 days of placing your order, please contact ComfiAire Customer Care at support@comfiaire.com for assistance.

Delays Due to Unforeseen Circumstances

In the event of delays caused by unforeseen circumstances beyond our control, please be assured that ComfiAire will make every effort to process your orders as quickly as possible.

Tracking Orders

After placing an order, you will receive an email confirmation with your order details. Once your order is shipped, you will be provided with tracking information, including your order number, the Shipping Carrier’s information, and the package tracking number.

At Time of Delivery

An adult with identification must be present to receive and sign for the package at the time of curbside delivery. All products have been carefully inspected to be in perfect condition before leaving our warehouse and all orders are insured through the Shipping Carrier. Upon receiving your delivery:
  1. Count all packages and compare with the quantity stated on the delivery receipt before signing.
  2. Inspect your package for any obvious damage. 
  3. If the package looks good, please sign for delivery with the Shipping Carrier. 
  4. If the package is damaged, please take relevant photos for record and carefully open the package and inspect the product. Please send the photos to ComfiAire Customer Care at support@comfiaire.com so that we can assist you in resolvingthe issue with the Shipping Carrier.
  • For minor and cosmetic damages, take note of the damages on the delivery receipt and ask for a damage claim form directly from the Shipping Carrier.However, please note that minor damages that do not compromise the operation of the product or the Warranty are specifically excluded under all shipping insurance.
  • In the rare event of significant damage to your package, please contact ComfiAire Customer Care at 1 (866) 812-6634 immediately before the Shipping Carrier departs. If you choose to refuse the damaged package, with ComfiAire’s prior consent, the Shipping Carrier will return it to ComfiAire, and we will arrange for an identical replacement once the damaged package is received at our warehouse. Please note that signing for a package indicates that you have received it from the Shipping Carrier in good condition and without damage.

Inaccurate Order or Order Issue

If you have received a wrong item, have an issue with the order or noticed any missing accessories, please email ComfiAire Customer Care immediately and within 24 hours of discovery at support@comfiaire.com with the subject line: “Order Issue”. Please include a detailed description of the issue, your order number, and clear photos and short videos to illustrate the issue. Providing photos and videos of the product, order number, tracking number, packaging, and external labels will greatly speed up our resolution process.

Undeliverable or Refused Shipment

Any shipment that cannot be delivered to you for any reason beyond our control; or, any shipment that is refused upon delivery by you (unless with ComfiAire’s prior written consent), will be processed according to the terms and conditions under our Return Policy, and you will be charged for all applicable restocking fees, handling fees, repackaging fees and related shipping charges. Please note that the Shipping Carrier must have a valid phone number to setup delivery arrangement before attempting delivery. If your customer record is not updated, or the phone number ComfiAire received with your order is not valid for any reason, the shipment may not be delivered but you will still be liable for all applicable restocking fees, handling fees, repackaging fees and related shipping charges.

Shipment Not Received 

If your shipment has not arrived within the expected delivery timeframe, please contact ComfiAire Customer Care at support@comfiaire.com and provide your order number and tracking number. Our team will assist you in tracking the shipment and determining its current status. Delays or lost shipments can occur for various reasons, and ComfiAire will make every effort to help ensure your order is delivered promptly.

Cancelling an Order Before Shipment

If you wish to cancel your order within 1 hour of placing the order, please get in touch with ComfiAire Customer Care via email at support@comfiaire.com and provide your order details, including the order number, recipient name, phone number, email address, and delivery address to ensure timely cancellation. ComfiAire may be able to cancel the order and stop the shipment and arrange for a full refund to the original payment method.Changes or cancellation of an order cannot be guaranteed until you receive the cancellation confirmation from ComfiAire Customer Care team.

Cancelling an Order After Shipment

If you wish to cancel your order after it has been shipped, a 15% handling fee and all associated shipping charges for the package to and from our warehouse will apply. Please be aware that cancellations after shipment are not always successful. If the package is successfully recalled by the Shipping Carrier and returned to our warehouse, a refund will be processed within 5 business days, minus the handling fee and all applicable shipping charges. Order changes or cancellations are not guaranteed until you receive a confirmation from our Customer Care team.

EXCHANGE, RETURN AND REFUND

Exchanges, returns, and refunds are subject to our terms and conditions. ComfiAire encourages you to review our policies prior to purchasing our products.

Exchange Policy 

You may request an exchange within 30 days of delivery if you receive an incorrect product or one that does not match your order description, and ComfiAire will cover all related shipping charges. To ensure a smooth process for your exchange, please make sure your exchange meets the following criteria:
The product must remain unmodified, never installed, assembled, or disassembled; and it must be in brand-new and unused condition, with all original tags and labels intact; and including all packaged accessories, instructions and manuals. Additionally, the item must be returned in its original packaging, without any marks, writing, or non-original labels on either the product or its packaging.

Return Policy

You can request a return for any reason within 30 days of delivery. To ensure a smooth process for your return, please make sure your return meets the following criteria:
The product must remain unmodified, never installed, assembled, or disassembled; and it must be in brand-new and unused condition, with all original tags and labels intact; and including all packaged accessories, instructions and manuals. Additionally, the item must be returned in its original packaging, without any marks, writing, or non-original labels on either the product or its packaging.

Non-Returnable Items

The following products are ineligible for exchange or return:
  • Final Sale items 
  • Open Box items 
  • Customized products 
  • Non-Returnable items 
  • Bundled discount sets (unless the entire set is returned) 
  • Items exceeding the 30-day return window 
  • Items that have been used or damaged 
  • Products not purchased directly from ComfiAire 

How to Exchange or Return an Item

You can contact ComfiAire Customer Care via email at support@comfiaire.com with a detailed description of the reason for the Exchange or Return, and upon approval, ComfiAire will provide you with an approved Return Merchandise Authorization (RMA) Number and a prepaid return shipping label (by us in the case of an Exchange, and by you in the case of a Return) within 5 business days with instructions on how to properly package your shipment with the paperwork and return to us. You are required to coordinate with the Shipping Carrier to arrange for drop off or pick up of the returned shipment. ComfiAire will not cover any costs for self-returns without an approved RMA.

What to Expect

Once the product is returned to our warehouse, our team will inspect it. 
ComfiAire For an approved Exchange, if the product is in brand new and perfect condition with no mark on the box, as described under Exchange Policy, after the inspection process, ComfiAire will send you the correct product as an exchange within 7 business days after your package is received, and you will receive tracking information including your order number, the Shipping Carrier's information, and package tracking number for the shipment.
For an approved Return, if the product is in brand new and perfect condition with no mark on the box, as described under Return Policy, ComfiAire will issue a refund within 7 business days. Due to the inspection process and shipping time, please allow 10 business days for your credit (minus all applicable restocking fees, handling fees, repackaging fees and related shipping charges) to appear in your account after your return is received.

Unacceptable Exchanges or Returns

ComfiAire suggests you not to send back any used or damaged item as exchange, return and refund will be refused unless the product and the package are in perfect and brand new condition.
If the product shows signs of use, installation, assembly, disassembly, damage, or wear, or is outside the 30-day return window, ComfiAire reserves the right, at its sole discretion, to apply additional deductions from the refund amount. These may include restocking fees, handling fees, repackaging fees, and any related shipping charges. In such instances, if you disagree with the refund amount offered by ComfiAire, you have the option to arrange or cover the shipping costs to have the product returned to your original shipping address.

Refund Policy

Refunds are processed exclusively through the original payment method. Depending on your credit card provider and financial institution, it may take up to 10 business days for the refund to appear in your account. If the original payment method is no longer accessible, ComfiAire can provide a credit voucher for the equivalent refund amount to be used within 2 years from the issue date.

Shipping Charges from the Original Order 

Shipping charges to the original delivery address are non-refundable. For returns made under the "Free Shipping" promotion, the shipping costs incurred by ComfiAire for the initial delivery will be deducted from the refund amount.

Restocking Fee

A 30% restocking fee will be deducted from the refund amount.

Return Shipping Charges

The return shipping charges to ComfiAire will be deducted from the refund amount.

Repackaging Fee 

A $100 repackaging fee per item will be deducted from the refund amount if the product is not received by ComfiAire in its original packaging, without any marks, writing, or nonoriginal labels on either the product or its packaging.

Defective Product

Please thoroughly inspect your product upon receipt and before installation. If a defect is identified at the time of installation, the licensed and qualified HVAC professional should contact ComfiAire Customer Care at 1 (866) 812-6634 on your behalf while on site. Our team will assist in diagnosing the issue and provide additional technical support. If the issue cannot be resolved and the product is confirmed to be defective, ComfiAire will honour its commitment by issuing a Replacement Authorization Number and offering a replacement product at no cost to you within 30 days from the delivery date. Detailed instructions will be provided in a follow-up email from our Customer Care team. Claims for defective products may still be eligible for coverage under the Warranty if reported after 30 days from the delivery date.
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