At EdgeStar, we do everything we can during the manufacturing and packaging process to ensure that your item arrives damage free. Occasionally, however, an item will sustain shipping damage during transit which is out of our direct control. In such instances, it is required that you contact the retailer from whom you purchased the product to initiate a return / exchange or refund. Your retailer is responsible for resolving shipping issues, including ship damage claims.
Please note the following items / tips:
- Thoroughly inspect your new EdgeStar, Avallon or Koldfront product at the time of delivery.
- If you are not satisfied, refuse the item before signing the delivery receipt.
- If unable to do so, please note the damage on the shipping receipt / packing slip and contact the retailer from whom you purchased the product immediately.
Prior to contacting the retailer, please gather the appropriate information such as: order number, date of delivery, damage type / location. The pieces of information are typically required. Additionally, it is recommended that you retain all original packaging and package contents including all manuals, parts and accessories.