ABOUT ENERGY FEDERATION, INC.

Established in 1982, Energy Federation, Inc. is a nonprofit organization headquartered in Massachusetts working to accelerate the adoption of energy efficient products, largely through initiatives done in conjunction with natural gas and electric utilities throughout North America.

ORDERING PROCESSING INFORMATION

Payment

EFI accepts payment by MasterCard, VISA, Discover, American Express, check, or PayPal. All transactions are in U.S. Dollars. We authorize orders before shipping. For security purposes, credit card information is not maintained by EFI. Check or money order payments must be received prior to order shipment. Please include your order number on the check or money order.

Shipping

Most orders are delivered by either the United States Postal Service (USPS) or United Parcel Service (UPS). Most orders for in-stock products usually ship within two to five business days, some may take one to three weeks. Order status information may be monitored through the My Account section of the site.

Packaging

At EFI, we strive to reduce the environmental impacts associated with the packages we ship. EFI predominantly uses recyclable material.

Backorders

If products are on backorder we will provide you with an estimated ship date for the backordered products, usually by e-mail. Even if all products can not be shipped at one time, the total shipping charge will never exceed the shipping quote provided during checkout. You are also able to check on an order's status through the My Account section of our site.

Order Modifications/Cancellations

Customers wishing to change or cancel orders should send an e-mail to customerservice@efi.org or call 844-317-6123. Please be sure to reference your order number when you contact us.

 


 

RETURNS INFORMATION

Please open the shipping package and inspect your order within two days of receipt. DO NOT open the product packaging, unless certain product is compatible. If you need to initiate a return, please send an e-mail to rmarequests@efi.org or call 844-317-6123 for a return materials authorization (RMA) number prior to returning products. Returns sent COD will not be accepted. Please note, processing times vary.

General Item Returns

Eligible Time Period: 30 days from delivery date

Non-Eligible Items: opened or installed thermostats, caulks, foams, mastic, tapes, and items that are not in original condition

We want our customers to be satisfied with the products purchased from us, but are unable to refund products that have been installed, for which the original packaging has been destroyed, or that are otherwise not in original condition and resalable. The customer is responsible for returning products in a safe, unbroken condition, so please pack returns carefully. Customer may want to insure returns of valuable merchandise. Upon receipt, a credit equal to the product purchase price will be issued to the customer through the same payment method you used to pay for the order.

Incorrectly Shipped Orders

Eligible Time Period: Two business days from delivery date. Depending on the original method of shipment, we will either issue a UPS Call Tag or send a prepaid return address label for you to return the incorrectly shipped merchandise. We will ship a new order for the correct merchandise within one business day.

Damaged Item Returns

Eligible Time Period: Two business days from delivery date. If an order has arrived damaged, please notify both Energy Federation and the carrier within two business days. Please retain all packaging as the carrier may choose to inspect the damaged goods and shipping box at the delivery address. Energy Federation will issue a credit to the customer pending confirmation from the carrier. We may or may not request return of the damaged goods. If we do request that the goods be returned, Energy Federation will either issue a UPS call tag or provide a prepaid return address label to be used for returning those items damaged in transit.

Defective Item Returns (Smart Thermostats)

If a smart thermostat is deemed truly defective by the manufacturer, NOT incompatible, contact the thermostat manufacturer to discuss replacement. See Below.

Defective Nest:

Chat

Call: 1.855.469.6378

Defective Ecobee:

Call: 1.877.932.6233

Email: support@ecobee.com

Defective Honeywell:

Contact

Call: 1.800.633.3991

 

Defective Johnson Glass:

Call: 1.833.297.4527

For more support information on Glas click HERE

 

Defective Item Returns (All Other Products)

Eligible Time Period: One year from delivery date (unless otherwise noted). Depending on the original method of shipment, we will either issue a UPS Call Tag or send a prepaid return address label to you for return of the merchandise. A credit will be issued when the defective items are received. The customer is not responsible for the cost to return of defective merchandise when a UPS Call Tag or prepaid return address label is used. The customer is responsible for the cost of return shipping if choosing not to use one of the aforementioned methods. If the merchandise fails during the manufacturer's product warranty, but after one year from the purchase date, Energy Federation reserves the right to refer the customer to the manufacturer for replacement of the failed product.