Shipping, Exchanges and Returns

All Packages Now Proudly Shipped with UPS Flex Partial Insurance!

Shipping Policy

We offer UPS ground and 2 day air shipping throughout North America. In stock products purchased before 2:00 PM PT Monday - Friday are shipped that business day, with the exception of Federal Holidays. In stock products purchased after 2:00 PM PT, will either be shipped that day or the following business day. All products are now proudly shipped and covered with UPS’s top-rated Flex Partial at our expense. Shipping times vary usually from 1 - 5 business days once products ship, but there can be delays caused by weather, or other unexpected events. Delays in shipping by UPS are not cause for refunds or additional discounts from TanklessWaterHeaterDepot.com. We cannot and do not guarantee UPS estimated shipping times.

This Includes 2 DAY AIR. 2 Day Air Shipping is a paid express shipping option the customer can choose to have their package shipped with. This does not guarantee delivery in two days. It guarantees that we will set it up and ship with UPS 2 day air. 2 Day Air only included Non-Federal Holidays Weekdays. Saturdays, Sundays and holidays do not count. It does not happen often, but if there are road closures or other major events this can delay even a 2 day air package. We are not UPS, we cannot refund the cost of 2 Day Air unless UPS does. If a customer wants a refund for a 2 day air shipment once it has been shipped they would need to contact UPS and get them to issue a refund.

Disclaimer

If you know what you want and need, and are just looking for the best deal, please order after reading the below policies. If you do not know for sure whether or not you want or need the tankless heater, whether or not it will fit, can be installed properly, or anything else that may cause you to want to return or exchange the unit you are about to buy, it is a good idea to wait to make sure of what you need before ordering. If you order a tankless water heater or any other products from this website, and want to return them you of course can, but will have to pay for the cost of shipping, and a 10% restocking fee, which is waived for exchanges. No refunds or exchanges can be provided for damaged or installed items. If you have any questions give us a call, or send us an email, and we will be happy to clear up any confusion before you buy.

Refund and Exchange Policy for Damaged Products:

We do everything we can to ship these units and installation products as safely and securely as possible to try to get them to our customers without damage. This is very important to us. This is why our packaging has been inspected and approved by UPS. We received these brand new units from Rheem in large quantities on pallets. Prior to shipping the natural gas and propane units we remove the unit from its box so that we can secure the pre-wired controller with a magnet to prevent it from swinging around and possibly damaging the unit while in transit. We also bubble wrap the unit for added protection before re-boxing it. Cosmetic damage does not happen often, but does happen from time to time, and is the reason why every item ordered from this site is shipped with UPS Flex Partial Insurance. Flex Partial Insurance provides loss, theft and damage protection. If an item shows up damaged a claim has to be filed within 72 hours of its delivery. If the box shows up damaged please check the products and report any damage as soon as you can by providing an email and photos to support@tanklesswaterheaterdepot.com. The customer must also provide UPS access to the package and allow them to retrieve the package for inspection. Replacement covers are also available.

Rheem Tankless Heaters.com and TanklessWaterHeaterDepot.com does not provide refunds, exchanges or returns for damaged products including but not limited to dents, scratches, scrapes and smudges without a UPS claim. Rheem tankless water heaters and installation products ordered from this site are brand new when they are picked up by UPS. If the units or installation products ordered from this site are broken, lost, stolen or damaged during shipping or after delivery the shipper (UPS) or customer are responsible. If a unit or installation product suffers cosmetic damage while being shipped and the customer would like a refund or a new product a UPS claim has to be filed and won before a new product can be sent or the item refunded, unless the damage would prevent the unit from being mounted or installed properly, in which case a new unit would be shipped right way.

If the unit is going to be used in a showroom, resold, or it is important to the customer that the tankless water heater does not have any cosmetic damage, we can double box and double pad the package for a $15 material and handling charge. This does not guarantee that the unit will not suffer damage while being shipped. However, this rarely happens. If the unit has been double boxed and padded and the unit's cover is damaged, we will send a replacement cover free of charge. If the damage is not to the replaceable cover, but on the back or side we would ship a new unit right away while dealing with the UPS claim.

If the customer did not choose to have the box double boxed and padded and would like a replacement cover we will provide it at cost (which is $48), and we will pay for the shipping. If the damage is to the back or side of the unit and would not impact installation or mounting and the customer wants a replacement unit a UPS claim would have to first be filed and won. If the damage is to the vent or would prevent the unit from being mounted or installed properly we will send a new unit right away, while dealing with the UPS claim.

If you received a unit with a damaged cover this does not void the manufacturer warranty. The units cannot be broken or made defective from being dropped or hit with a dolly or something while being shipped. All units are brand new and fully covered by the warranty. Install the unit, and if there are issues with the tankless water heater contact Rheem customer support at 1-800-432-8373. All warranty and exchanges for defective products must be done through contacting Rheem customer support directly. Rheem Tankless Heaters.com and Tankless Water Heater Depot.com is not responsible for broken, defective or damaged products. If the unit needs to have parts replaced, or the unit exchanged, it will be done through Rheem and the unit's warranty, after the unit has been installed and tested with Rheem tech support, not through Rheem Tankless Heaters.com. or TanklessWaterHeaterDepot.com. RheemTanklessHeaters.com and TanklessWaterHeaterDepot.com does not directly provide warranty support or replacement products, with the exception of replacement covers without a Rheem Case #.

Refund and Exchange Policy for Lost and Stolen Packages

Rheem Tankless Heaters.com and TanklessWaterHeaterDepot.com is not responsible for lost or stolen products/packages.

Rheem Tankless Heaters.com and TanklessWaterHeaterDepot.com does not provide refunds, exchanges or returns for lost or stolen products/packages. (Claims have to be filed through UPS)

Customers and the shipper are responsible for lost and stolen products once they are picked up by UPS. If products are lost or stolen while being shipped, and do not get delivered, their value has been declared at our expense. UPS will provide compensation after going through the claim process. We will provide all documentation and help with UPS claims in any way we are needed to. UPS will not provide compensation for theft of packages once they are dropped off or delivered. We strongly recommend customers are there and sign for the packages to prevent theft.

Cancelled Orders Refund and Exchange Policy:

Rheem Tankless Heaters.com and TanklessWaterHeaterDepot.com cannot cancel orders or provide full refunds or returns for any reason once the products are shipped.

If a customer places an order and decides before the unit is picked up by the shipper that they would like to cancel their order, they can by calling us at 206-473-9836 .

If you just placed an order and have not yet received your UPS tracking code, if you call to request to cancel it and get our voice message service please leave your name, the unit/model # you ordered, and best phone # to call you back at.

As long as the unit has not been shipped the transaction will be void, if possible. If the payment posted or is done through PayPal orders cannot be void, only refunded. Customer's are responsible for Non-Refundable PayPal or Credit Card Processing Fees. If done through PayPal you will receive a screenshot showing what the exact PayPal fee was. For Credit Card transactions the fee is 3%. However, once the unit is picked up by the shipper we are not able to provide a refund for the shipping charges and have to charge the 10% restocking fee.

General Refund and Exchange Policy:

Customers are responsible to order the correct unit and installation products. If you are not sure which Rheem tankless on-demand water heater is best for you, make sure to research, or call with you questions and we will be more than happy to help make sure you select the best unit for your needs. Even if the customer calls it is their responsibility to order the correct unit, as we can only go off the information we are given.

If the customer accidentally orders the incorrect unit, or installation products, and would like to return, or exchange them they can do so within 90 days of their purchase. We cannot schedule the shipping for the product customers are exchanging for, or issue a refund until the original unit is received, inspected and passes as complete, undamaged and not installed. What we paid to ship the product to the customer originally is not refundable. We do not charge customers for shipping products ordered from our site, but we do have to pay UPS. What we paid for shipping to the customer will be subtracted from the refund. There is a 10% restocking fee for returns, which is also subtracted from the refund. This covers the credit card processing or PayPal fees, and the cost of restocking the item. The restocking fee is waived for exchanges.

The customer is also responsible for setting up and paying for the return shipping. Once scheduled, customers are asked to email the tracking code to support@tanklesswaterheaterdepot.com. After we receive the product it will be inspected. Any products damaged, missing parts, or installed will be rejected and shipped back to the customer at their expense. This includes dents, scrapes and other cosmetic damage the unit may have suffered while being shipped. The insurance we paid for when shipping the product to the customer will not cover it if a customer is shipping it back. For these reasons we strongly encourage customers who are returning or exchanging products to insure them for their full value and at the highest level.

For exchanges, once the item/items being returned are received and pass inspection the customer will then pay or be refunded any price difference between what was returned, what we paid to ship it, and the cost of replacement product/products. If the customer would like the replacement product/products shipped before what they are returning is received, the customer would need to purchase what they need as a separate transaction. The restocking fee would be waived, and the customer would be refunded the cost of what was returned minus what we paid to ship to them, once the item/items are received and pass inspection. For returns, the customer would be refunded the price of the returned product/products minus the 10% restocking fee, and what we paid for shipping. The debit card, credit card or PayPal account used by the customer to make the purchase is what would be refunded. We cannot provide refunds after 90 days regardless of the condition of the product.

Exchange Policy If We Sent the Wrong Unit or Product:

Rheem Tankless Heaters.com and TanklessWaterHeaterDepot.com provides exchanges at our expense only if we shipped a unit and/or installation products that are different from what is on the customer’s order. We do not provide refunds, but will exchange the incorrectly shipped unit or products for the correct one, at our shipping expense and do not charge a restocking fee.

If you received a product that is different from what you ordered, please call us at 206-473-9836.

When calling have the name of the customer who ordered and email a photo of the incorrect unit’s model # or installation product to support@tanklesswaterheaterdepot.com, so we can verify the product in question is different from what was ordered.

Once we verify the mistake we will schedule and pay for the pickup of that incorrect product and ship the product that was ordered. When UPS delivers the correct unit they will pick up the unit we sent incorrectly.

Return Address: 8925 Orion Dr. NE Suite A Lacey, WA 98516

Defective Units or Units Needing Service

If you receive a unit that is defective or if you bought a unit and you are now receiving an error code, please contact Rheem tech support. All warranty and exchanges for broken or damaged products must be done through contacting Rheem customer support. They will provide you a case number and first try walking you through some trouble shooting steps. If you are not able to resolve the issues with your tech support professional, they may need to speak with your qualified installer, before providing warranty service or exchange. If you have worked with Rheem technical support and your unit needs to be replaced, email us at support@tanklesswaterheaterdepot.com with a photo of the unit's rating plate, which is the white sticker on the unit with the model and serial # on it. We will verify with Rheem the unit needs to be replaced and will get the replacement shipped out that day or the following business day. The customer does have to pay for the shipping of the replacement unit however.

Rheem Customer Service / Tech Support: 1-800-432-8373

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