Shipping policy

Free freight to the lower 48

Freight to the contiguous US is included in the price. We do not ship to Alaska, Hawaii, US territories (including Puerto Rico), or PO boxes. If an order comes through with one of those addresses, we email you and refund it.

Timeline

After checkout we place your order with our supplier. The supplier's freight partner, often an LTL carrier, picks it up and scans the freight bill. We email tracking when that scan happens. Typical transit is 3–7 business days after the scan. Weather, carrier volume, and rural routes can add days.

If the supplier's quantity hits 0 after you buy, we email you within 4 business hours. You choose: cancel for a full refund, or wait for the next inbound stock.

What freight delivery looks like

  1. The carrier's local terminal receives the freight. Some terminals call to set a window; some just deliver. A delivery appointment is not guaranteed unless the supplier books one, so watch the tracking link.
  2. A truck arrives with the unit on a pallet. Delivery is usually curbside: the driver brings it to the curb or the end of your driveway, not into a garage or up steps.
  3. A liftgate is not guaranteed either. If the truck has no liftgate, you or someone with you may need to help take the cartons down.
  4. Have someone there who can receive it. The outdoor condenser is heavy; plan on 2 people or a hand truck. The indoor unit and line set come in separate cartons.
  5. Sign for it. A signature or photo confirmation may be required. Before you sign, run the checklist below.

Before the driver leaves

  • Count the cartons against the freight bill.
  • Look at every side of every carton: crushed corners, holes, torn shrink wrap, a tipped pallet.
  • If you see damage, write it on the proof of delivery (POD) before you sign. "Carton crushed, possible damage" is enough. A clean signature says it arrived in good shape and makes a damage claim much harder.
  • Take photos of the pallet and the cartons, damaged or not.
  • Open the cartons within 48 hours and check the units. If something is damaged or wrong, email setpile@gmail.com with your order number, the MPN, and photos. The Returns page explains how damage claims work.

Where to have it delivered

Ship to a street address where an adult can be there on a weekday; carriers deliver during business hours. A business address with a dock is fine. Email us the receiving hours after you order so we can pass them to the supplier.

Questions

Email setpile@gmail.com or call 786-325-1325, Mon–Fri 9am–5pm ET. Have your order number ready. Formal terms: Terms of Service.