Frequently Asked Questions
How long have you been in business / who are you?
Iapsales.com LLC was established in 2003 and is the sister company to
Innovative Air Products located in historical Exeter, NH. Innovative Air
Products was established in 1977 as a HVAC manufacturer representative
Are you a member of the Better Business Bureau?
We have been a member the BBB since 07/2003 click here to see our A rating
What Are Your Hours of Operation?
You can contact our toll free sales, tech and customer support M-F 8-5
EST. After-hours feel free to leave us a voice mail, including the time
it is best to contact you, or feel free to send us an email.
Where Are You Located?
Our office and warehouse is located at 16 Kingston Road Unit # 4 Exeter, NH 03833
What is your return policy?
We offer a 60 Day return policy for items that we stock. All items must
Never Been Installed to receive a full refund, minus freight.
How do I cancel my order?
The fastest way to cancel
an order is by calling us at 800.416.1298. If the item has already
shipped, you will have to ship it back and all the return policy rules
Tracking / “Where Is My Stuff”?
shipping from our warehouse in New Hampshire we email you twice about
your tracking number. The first one is from UPS software, Quantum View,
with a subject line “UPS Tracking”. We also send a second email with
tracking numbers and contact information the morning after your item has
shipped. That email comes from “iapsales customer support” with a
subject line “YOUR ORDER HAS SHIPPED”.
For orders shipping from
another warehouse or a manufacturer we email you the morning after your
item has shipped with tracking numbers and contact information. That
email comes from “iapsales customer support” with a subject line “YOUR
ORDER HAS SHIPPED”.
How are items shipped ?
Items less then 60 lbs ship via UPS. Items over 60 lbs ship common carrier (18 wheeler).
How long will it take to reach my address?
Items leave our warehouse in 1-2 days after the orders have been
processed. The item ships via UPS Ground and delivery will take
approximately 2 - 7 business working days depending on your location
from the warehouse.
How are shipping costs calculated?
Shipping is calculated based on an equation of the cost of packing material, freight insurance and UPS rates.
How does your free shipping promo work?
With a free shipping promo, we pay the cost of the freight charges.
I have freight damage, now what?
We try really hard to avoid freight damage by packing our units with 2"
of insulation and double boxing. All items that have freight damage
must be reported to us within 72 business hours from delivery so we can
file a claim with UPS. Please save all packing material for freight
damage protocol. In the event an item is damaged, your item is 100%
insured and will be replaced as long as you file a claim w/in 72
business hours of delivery.
What if the item is defective?
All items are brand new and have a minimum 1 year warranty.
I'm a contractor, do I get contractor pricing?
We will be happy to quote a price on any size job.
Do you offer a price match policy?
We do offer a price match policy on some products. If you see a lower
price before you buy it, call us. Or if you bought an item from us, and
within 30 days you find it at a lower price, we will refund the
Do you have catalogs?
factory catalogs and brochures. We do not have a company catalog. If
you would like a factory catalog, please call or email us, and we will
mail it out to you.
Do you carry parts?
We don’t stock parts, but we can get them.
What are my payment options?
We take Visa, MasterCard, American Express, PayPal and Bank Checks.
Sorry we currently do not except Net 30 day or personal checks with new
Do you offer coupons or sales?
We offer coupons.
Do you have a store in my area?
We do not. We only have a warehouse in Exeter, NH.
How May I Obtain a W-9 Form From Your Company?
Simply give us a call and we can fax a copy to you.