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ORDER FULFILLMENT
Order Shipments
Most orders ship within 2 to 5 business days, but please allow for additional time during promotions. An email with package tracking information will be sent once the order is in transit. An order's status may be confirmed through the My Account section of the eCommerce site.
Backorders
If ordered merchandise is unable to ship within 30 days of order placement, we will contact you with an expected ship date to allow you to confirm whether the order should be kept open. Even if all merchandise ordered cannot be shipped at one time, the total shipping charge will not exceed the shipping amount paid during checkout.
Order Cancellations
Orders are transferred to the fulfillment warehouse within minutes of orders being placed, so if an order should be canceled, please contact EFI immediately during regular business hours to see if it is possible to stop the order. If it is too late to stop the order, either refuse delivery when the order arrives or contact EFI once it has, and we will provide a return materials authorization (RMA) to include with the returned order.
Incorrectly Shipped Orders
If the order received does not include the merchandise ordered, contact EFI and a prepaid return label will be furnished for the return of the incorrectly shipped merchandise. Within 5 business days of receipt of the incorrectly shipped order the correct merchandise will be re-shipped.
RETURNS & REFUNDS
Non-Eligible Merchandise
Products that have been installed, caulks, foams, mastic, tapes, and items that are not in original condition in sealed, original packaging may not be returned for credit or refund.
General Returns
Resalable merchandise in original, unopened packaging is returnable within 30 days from delivery. The product subtotal and applicable sales tax (if any) will be refunded. The original order shipping cost is not refundable.
To initiate a return, navigate to Account > My Account > My Orders. Click on the order with the merchandize to be returned, then select Return and proceed to enter in the requested information. A return label will be presented to be used to return the merchandise to EFI.
Damaged Merchandise
When an order arrives, open and inspect it within 2 days of receipt. If merchandise appears to have been damaged during shipment, contact EFI during regular business hours to report the issue. You are not responsible for the cost of return of defective merchandise when a UPS Call Tag or prepaid return address label is used. You are responsible for the cost of return shipping if you do not use one of these methods. A prepaid return label will be furnished to be used for the return of the damaged merchandise. Within 10 business days of receipt of the damaged merchandise the order will be re-shipped. If the merchandise to be reshipped is backordered or otherwise not available, you will be notified.
Defective Merchandise (other than exceptions)
If merchandise proves to be defective within 90 days of receipt, contact EFI during regular business hours to report the issue. A prepaid return label will be furnished to be used for the return of the defective merchandise. You are not responsible for the cost of return of defective merchandise when a UPS Call Tag or prepaid return address label is used. You are responsible for the cost of return shipping if you do not use one of these methods. Within 10 business days of receipt of the defective merchandise the order will be re-shipped. If the merchandise to be reshipped is backordered or otherwise not available, you will be notified.
For merchandise that fails during the manufacturer's product warranty, but after 90 days from the delivery date, please contact the product manufacturer directly.
Defective Merchandise (exceptions)
The manufacturers listed below require that customers report defective claims directly to them, rather than through the retailer from whom the product was purchased. Please contact the following manufacturers directly through the contact information provided.
ecobee Thermostats
Resideo / Honeywell Home Thermostats
Google Nest
