FAQs
HVAC SURPLUS
Frequently Asked Questions
Last updated: January 1, 2026
Have a question not listed here? Contact us at info@hvacsurplus.com
🚚 SHIPPING
How much do I need to order for free shipping?
HVAC Surplus offers fast & free shipping on all orders to the contiguous 48 states. There is no minimum purchase required — every order ships free, every time.
Do you ship to Alaska & Hawaii?
At this time, we are unable to ship to Hawaii, Alaska, Puerto Rico, or the U.S. Virgin Islands. We apologize for the inconvenience and hope to expand coverage in the future.
Do you offer international shipping?
At this time HVAC Surplus does not provide international shipping. All orders must ship to a valid address within the contiguous 48 states.
How long does shipping take?
In-stock orders are fulfilled same-day or next business day. Once shipped, most orders arrive within 3–7 business days depending on your location. You will receive a tracking number via email as soon as your order ships.
How do I track my order?
Once your order ships you will receive a confirmation email with a tracking number. You can use that number on the carrier's website to follow your shipment in real time. You can also log in to your account at hvacsurplus.com and view your order status under Order History.
📦 ORDERS
My order is backordered — how long will it take?
If your order contains an item that has gone out of stock after you placed it, you will receive a notification giving you the option to either approve the backorder or cancel for a full refund. Backordered items are estimated to ship within 1–2 weeks of the original order date.
Can I change or cancel my order after placing it?
We process orders quickly, so changes or cancellations must be requested as soon as possible. Please contact us at info@hvacsurplus.com immediately after placing your order. If the order has already been fulfilled and shipped, it cannot be cancelled — you would need to initiate a return once the item is delivered.
I received the wrong item — what should I do?
We're sorry about that! Please contact our customer service team as soon as possible with your order number and a photo of the item you received. We will arrange a free return and ship the correct item to you at no extra cost. Visit our contact page at hvacsurplus.com/pages/contact to submit an inquiry.
My item arrived damaged — what do I do?
Please inspect your package upon delivery. If an item arrives damaged, take photos of the packaging and the product and contact us at info@hvacsurplus.com within 48 hours of delivery. We will work with you quickly to send a replacement or issue a refund.
Do you offer bulk or wholesale pricing?
Yes — if you are a contractor, service company, or purchasing in high volume, please reach out to us at info@hvacsurplus.com with details about what you need. We are happy to discuss pricing options for large orders.
🔄 RETURNS & REFUNDS
What is your return policy?
We accept returns within 30 days of delivery. Items must be in original, unused condition and in their original packaging. To start a return, email us at info@hvacsurplus.com with your order number.
Are there any items that cannot be returned?
The following items are non-returnable:
• Electrical components that have been installed or show signs of use
• Special-order or custom items
• Items marked as Final Sale
• Items returned after the 30-day window
How long does it take to receive my refund?
Once we receive and inspect your returned item, refunds are processed within 2–3 business days. The refund will be issued to your original payment method and may take an additional 3–7 business days to appear depending on your bank or card issuer.
Who pays for return shipping?
If the return is due to our error (wrong item, defective product, or damaged in transit), we will cover the return shipping cost. For all other returns, the customer is responsible for return shipping costs.
🔧 PRODUCTS
Are your products genuine OEM parts?
Yes. We carry genuine OEM (Original Equipment Manufacturer) parts and products from trusted brands including Honeywell, Braeburn, ICM Controls, Blue Diamond, Diversitech, and more. We do not sell counterfeit or off-brand substitutes.
What brands do you carry?
We carry products from leading HVAC brands including Honeywell Home, Braeburn, ICM Controls, Blue Diamond, Diversitech, AprilAire, White-Rodgers, and many more. Our inventory is regularly updated with new overstock and surplus items.
What does 'overstock' or 'surplus' mean?
Overstock and surplus items are brand-new, genuine products that are available at discounted prices because they were over-ordered, discontinued, or excess inventory from distributors. These are not used, refurbished, or returned items — they are factory-fresh products at outlet prices.
Do your products come with a warranty?
Products sold on HVAC Surplus carry the original manufacturer's warranty where applicable. We do not offer an additional warranty beyond what the manufacturer provides. If you need warranty service, we can help connect you with the manufacturer's support team.
💳 ACCOUNT & PAYMENT
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, and Shop Pay. All transactions are processed securely through encrypted payment processing.
Is it safe to enter my payment information on your site?
Yes. Our Site uses SSL encryption on all pages and our payment processing is handled by PCI-compliant third-party processors. We never store your full card number on our servers.
Do I need an account to place an order?
No — you can check out as a guest without creating an account. However, creating a free account allows you to track orders, view order history, and check out faster in the future.
How do I reset my password?
On the login page, click "Forgot your password?" and enter your email address. You will receive a password reset link within a few minutes. Check your spam folder if you don't see it in your inbox.
📞 CONTACT & SUPPORT
How do I contact customer service?
You can reach our team by email at info@hvacsurplus.com or through the contact form at hvacsurplus.com/pages/contact. Our team is available Monday through Friday, 8AM–5PM EST. We aim to respond to all inquiries within 1 business day.
Where is HVAC Surplus located?
HVAC Surplus is based in Indiana, United States. We ship to all contiguous 48 states from our fulfillment center.