Order Status

Customer Service

At Jackson Systems, we’re here for any issues that you may face. We’ve been providing excellent customer service since 1997. Our team is always ready to help you tackle your HVAC questions. Please contact us with your concerns and one of our friendly customer service representatives will be ready to help. Feel free to call our support line or send an email.

Shipping Information

All orders placed before 2 p.m. will ship same day pending the quantity of the order. Large orders may require next day shipment. For more information, visit our shipping section.

Returns

New, unused, and defective products are acceptable for return one year after purchase date. For more information about returning your item, visit our returns section.

Warranties

The items we offer on our website are professional grade products that are designed and built to be installed by licensed, professional tradesmen. Because of the professional install, these products carry a longer warranty, different than found in similar products offered by big box stores for do-it-yourselfers. We encourage you to be a licensed HVAC contractor or to hire a licensed HVAC contractor to be sure you can truly get the manufacturer’s warranty. Many manufacturers will request a copy of the contractor license or a bill of install to start the warranty procedure. Jackson Systems is a distributor and is not responsible for labor claims, supplies or refrigerant cost recovery or rejected manufacturer’s warranty due to misapplication or for operating outside the terms of a manufacturer’s warranty.

Shipping

Same Day Shipping

At Jackson Systems, we make every effort to get your order to you as quickly as possible! All orders placed for in-stock items before 2 p.m. EST Monday through Friday ship that day. All orders placed after 2 p.m. EST will ship the following business day.

Are you placing a very large order? Thank you! Our team will work diligently to fill your order as quickly as possible and get it to you as fast as we can!

International Shipping

We currently ship to Mexico and Canada. Additional international shipping charges may apply. We cannot cancel international orders once they’ve been placed.

Shipping to Construction Sites or On-Location

We absolutely can send your order directly to your job site! We just request that the address be considered deliverable because if the order is returned to us, a fee may be charged for the return and re-shipment of the item.

Freight & LTL Shipping

Transit Times

Standard LTL freight transit times range from 3–7 business days.

Lift Gate Service

Most freight shipments arrive on wooden pallets on the back of a truck without a hydraulic lift gate. Customers are responsible for unloading. If your location has no loading dock, you must add lift gate service at the time of order. If lift gate service is not selected at the time of order and is needed, the order is subject to additional fees. Failing to do so and requiring a second delivery attempt will result in a lift gate charge and additional delivery fees.

Appointment Service

Some orders require appointment service. If your shipment requires an appointment, the carrier will contact you to schedule delivery. If applicable, delivery scheduling is required, or you may be subject to additional fees. The freight carrier will contact you at least 24 hours before delivery to schedule a window (minimum 4-hour window). Without appointment service, the carrier may arrive without prior notice. You must be present at delivery to inspect your shipment. If not present at the time of delivery, additional fees may apply.

Receiving a Freight Delivery

You must be present at delivery. Inspect all items in the presence of the driver and note any damage—blemishes, creases, tears, dents—on the delivery receipt before signing. Signing constitutes acceptance of the shipment in its present condition.

Returns

Our products are returnable up to 365 days after purchase, with the exception of items marked Clearance and/or Non-Returnable. All items must be returned in their original condition, new or unused, and packaging unless the item was defective. The correct return label must also be included with your return. Items not in their original packaging may be denied a return.

Refunds will be issued in the same form of payment originally used for the order after the item has arrived at the Jackson Systems warehouse.

How to Make a Return

To make a return, navigate to the order that you would like to return within your account dashboard or this Customer Only form. If the item is able to be returned, a “Return” button will appear beside the order. Please click that button and fill out the return form. That will submit your request to our team for review and processing. You can also message us in the bottom right hand corner of our site to request a return.

Alternatively, you may contact our Customer Service team to process your return!

TradesElite Returns

TradesElite returns can be made within the account dashboard or this TradesElite Only form. To make a return in your account, navigate to the company order that you would like to return and a “Return” button should be located beside the order.

Imprinted & Custom-Branded Products

All imprinted and custom-branded products are non-returnable. Please notify us within 30 days of purchase if an item is defective. Logo and printing changes are not considered defective.

Defective Items & Used Items

We require notification that a product is defective within 30 days of purchase. Defective items can be returned for a refund.

Returned items deemed used and not defective may be denied a return. Incorrect products mistakenly shipped are suitable for return.

Freight Returns (LTL)

All LTL freight returns must be shipped via an LTL carrier in new, unused condition within 90 days. Jackson Systems and Supply can assist in sourcing a carrier. Customers are responsible for return shipping fees if the item is no longer needed, the wrong product was ordered, or freight delivery was refused.

LTL freight returns are subject to a 20% restocking fee. Acceptance of returned products is subject to Jackson Systems and Supply’s discretion, even if the products are new and unused. If Jackson Systems and Supply shipped the wrong product, Jackson Systems covers LTL return charges and waives restocking fees.

Replacement Items

We do not offer any replacements or exchanges. If you are in need of a replacement, please return your item for a refund and purchase the new item so you can receive it as quickly as possible. As soon as your return is received, you will be refunded on your original order number. If the item is defective, you will receive your refund in full.

Restocking Fee

There is no restocking fee for returns made in the first 90 days after your purchase. A restocking fee will be applied for returns made after 90 days from your purchase.

A restocking fee may also be applied if the item is not returned in the item’s original packaging or is deemed used.

Return Shipping

If the item you received is defective, damaged, or we’ve mistakenly shipped you the wrong product, we will pay for the return shipping for your item. However, we are not responsible for the cost of return shipping if the item is simply no longer needed or if the wrong product has been ordered. Return shipping will be deducted from the product refund.

Non-Returnable Products

All Clearance, Refurbished, and Non-Refundable items cannot be returned. They are final sale.

Contact Us

Our Jackson Systems team is here for you. Please fill out the form below so that we can properly address your needs.