Account/ Login+
Question Answer

How to set up a new account?

Go to "Register for a Dealer Account" menu on the main page. You will be required to submit your EIN (Employer Identification Number) document and Resale Certificate for the location of your office (or headquarter if you have multiple locations). After submitting the application, Refrigeration X will review and approve it. You will be notified via email once your application has been approved.


Order+
Question Answer

Order Cancel Policy

Once an order is complete with payment, the order cannot be canceled on Refrigeration X website. However, you can contact Sales@RefrigerationX.com to see if an order can be canceled. Typically, orders can be canceled before shipping from Refrigeration X warehouses. Note that our warehouses normally process and ship within 1-2 business days after order is completed.

Can I place a back order when inventory is unavailable?

You cannot place an order when inventory is unavailable (out of stock). However, the items you want may be available in another location or be in transit at the moment. Please, contact our excellent sales team at Sales@RefrigerationX.com to find out how soon the items will be available. It won't take long.

Do I need to add 'Lilftgate' service?

Yes or No. Liftgate is a freight elevator system that is attached to the rear of the truck. If a delivery location has a loading dock, Liftgate option is typically not needed. Check the delivery location.

How to order parts & accessories?

For parts & accessories, please contact Sales@RefrigerationX.com for assistance.

How to get sales tax waived?

When a valid Resale Certificate is verified by Refrigeration X, sales tax will be waived. If you have not already done so, please send a valid Resale Certificate to AR@RefrigerationX.com for assistance.

How to add order/delivery instruction?

After you add items to a cart, you can add order and delivery instructions before checking out such as shipping date, delivery instruction, contact point for delivery, etc.

How soon can I receive my order?

Refrigeration X is the industry-leader with fast delivery from your closest warehouse. Typically your order will be shipped within 1-2 business days after your complete order. Then, delivery normally takes 3-5 business days (It can vary depending on the location and special circumstances.) Shipping tracking informaiton is available on your RefrigerationX.com account.

How to check order status

Once you log in to your account, you will see all of your orders with up to date status under "My Orders." Tracking information is available once shipped.


Delivery+
Question Answer

What is Shipping Policy?

Shipping Policy is available here.

How to report damage/missing/lost products?

Shipping Policy is available here that includes what to do in case of products damaged/missing/lost.
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
- Note it clearly on the delivery receipt before signing
- Keep your copy of the delivery receipt
- Contact us within 1 business day through our website or Sales@RefrigerationX.com
- Keep the damaged packing materials for inspection
- Take pictures of the damaged items and packaging

What is a return/refund policy?

With a few exceptions, regularly stocked products can be returned within 30 days of receipt as long as the product is unused, undamaged, and in its original packaging. An applicable restocking fee will be deducted from the amount due to cover the cost of processing the items back into stock. This fee is 20% of the item(s) cost for orders delivered to commercial locations and 30% for orders delivered to residential locations. You are responsible for the cost of return shipping. This includes any brokerage fees, duties, and taxes for international returns. See details here.

What is restock fees?

A restocking fee will be deducted from your return credit to cover the cost of processing the items back into stock. This fee is 20% of the item(s)' cost for items delivered to commercial locations and 30% for residential locations.


Product+
Question Answer

Energy Star certified?

Most Refrigeration X products are Energy Star certified. Check the full list of products with Energy Star here.

Safety, Sanitization, Energy certified?

All products Refrigeration X sells are certified by authorized institutes for safety, sanitization, and energy. cETLus, ETL-Sanitation, ENERGY STAR®, NRCan (Canada MEPS)

What is dimensions of an equipment?

Go to 'Resources' to locate all products cut sheets.

Install & Operation

Installing a refrigerator or freezer is critical for the best performance and longer life time of the equipment. Refer to the Install & Operation manual here.

How to do maintenance?

Proper maintenance is mandatory for the best performance and longer life time of the equipment. Refer to the Install & Operation manual here.


Warranty+
Question Answer

Warranty Service Request

Go to 'Warranty' menu and follow the instruction to request warranty service. We recommend to check if a condenser coil is clean and refer to "Troubleshooting" in the Install & Operation manual under 'Resources'.

Warranty Service Coverage

On-site warranty service calls within 70 miles of an authorized service company of Refrigeration X and Turbo Air Group in fifty states of the United States. End user is responsible for extra travel and mileage at prevailing rates.

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