Frequently Asked Questions
— PURCHASE —
Do you offer volume discounts?
Please specify products/part numbers and quantities through our infor@marcellhvac.com, and we will attempt to offer our best possible price based on the product requested.
How to create the account?
Fill out the credit application form and email to infor@marcellhvac.com. It will takes 5-7 business days to review your application. Once it’s approved, we will notify you.
— SHIPPING —
How long does it take to process my order?
All orders are processed and shipped during the regular business hours, Monday to Friday (holidays excluded). Depending on the product type and qty, please allow 3-5 business days for us to prepare your orders for shipping or pickup. Once we received your order, we will send a confirmation to notify the ETA.
Do you offer free shipping?
We are FOB Collect only. Customer are responsible for paying the freight or providing the pre-paid shipping labels for the shipments.
Can the orders be picked up directly from warehouse?
Yes. Once the order is prepared, we will inform you the dock’s availability for pickup.
How do check the status of my orders?
Please email orderdesk@marcellhvac.com with the PO number and we will look into it for you.
— RETURN —
How I return the items?
Yes, customers can request a return within 30 calendar days by email. Once it’s accepted, customers can send the items back to our warehouse at their own expense. **Please note any returns not due to manufacturing errors are subject to 25% restocking fee.
What is RMA#?
RMA# is Return Merchandise Authorization Number. This enables us to coordinate your return with the distribution warehouse to get the fastest response to your needs. We will provide a unique RMA# after your return request has been accepted. RMA# cab be requested by email. • All returns without a RMA # will be refused at our warehouse and returned to the sender. Please have the RMA# marked on the return shipment.
Why do we charge a restocking fee?
Our restocking fee covers applicable shipping, handling, testing and validation, re-boxing, and manufacturer return fees.
— REPLACEMENT (FOR DOA ONLY) —
What is DOA?
Product received in original carton and in a nonfunctional condition is classified as DOA. Product must be deemed DOA by a certified licensed technician and report within 10 days of Purchase.
What cause DOA?
DOA condition can be caused by several factors, which include, mishandling, manufacturing defect, environmental contamination (water damage) and others.
How to return DOA items?
If a unit is deemed DOA, MARCELL reserves the right to have the unit examined before issuing a RMA#. If the unit is found to be DOA due to a manufacturing defect, then it may be replaced. We reserve the rights to exchange the unit for the same or comparable model at no cost to you due to the unavailability.
