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 firm.

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 will apply.

Tracking / “Where Is My Stuff”?
For orders 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 difference.

Do you have catalogs?
We have 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 customers.

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.