All In-Stock orders ship out from our warehouses within 1-3 Business Days.

ORDER CONFIRMATION

As soon as your order is placed, you will receive an order confirmation e-mail. (If you do not, please contact us and a representative can send over the digital receipt of your purchase). This confirms your order has been received in our system and your credit card is authorized for purchase. As soon as we receive your order, we begin processing to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will reach out to you via e-mail to confirm if you'd like to keep your order or cancel for a full refund. If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

ORDER SHIPMENT

Please reference your product page specific lead times. After shipment, items will arrive in 5-10 business days after order has been shipped out.

Certain items due to high demand and low supply can only be placed on back order at specific times. Please contact customer service to hear about any items availability.

Please contact us for rush shipping rates and options. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within four business days of your order, feel free to follow up with us at sales@empirecool.com

Large items that ship via freight (not UPS or Fedex) require a signature upon delivery. You will receive a call from the shipping company to arrange a time and day for delivery that works for you.

PRODUCT QUALITY GUARANTEE

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should contact us IMMEDIATELY. If your item(s) do arrived damaged, please contact us immediately within 48 Hours of delivery and send photos to sales@empirecool.com We will process an insurance claim on your behalf and happily work with you to resolve the issue or replace your order.

CANCELLATIONS & REFUNDS

Generally, most of the items we carry can be returned within 30 days of receipt in new condition and unopened.

Returned products must be sent back with their original packaging and have all of the parts and components that they came with. Please contact the manufacturer for any warranty issues.

If there is a damage in the product, the customer is not responsible for the shipping costs and restocking fees that apply for the return.

Customer remorse: If there is no damage to the product, the customer will be responsible of paying for shipping and restocking fees. The customer will be given a refund of the remaining balance.

Please document (photograph) any damages upon receiving the item and report these damages to the delivery carrier if product was sent by LTL or freight (not by UPS, Fedex, USPS, etc).

Some items may be subject to a 25% restocking fee. Customer is responsible for return shipping and original shipping cost, even if the item was "free shipping". Any damages to products may void the return.

Returns must be accompanied with an RMA number. Please contact us in order to have one generated.

Should you have any questions about a particular product’s return policy we’re here to help. Please contact us and we will respond within 24 hours.

As stated in the Product Quality Guarantee, any item that arrives in less than perfect condition or missing parts will be handled at no extra cost. Refunds will be issued to the original credit card that you use when placing your order.

It is the customers' responsibility to confirm the product will comply with their state, county or city codes. If you will be receiving an inspection by a county or city inspector, please ask them what they require.