FREQUENTLY ASKED QUESTIONS
Q: Does Neuco sell to contractors or home owners?
A: No, Neuco is a master distributor of HVACR parts, selling exclusively to wholesale distributors. Neuco does not sell to contractors, home owners, installers or trade groups. To find a distributor in your area please call our sales department at (800) 323-7394 and we would be happy to assist you.
Q: How do I set up an online account with Neuco?
A: To create a neuco.com online ordering account, visit the Request an Account page and fill out the form.
Q: I'm having a problem with your website. Who do I contact?
A: Call us toll-free at (800) 323-7394 or email us a message at firstname.lastname@example.org and we will get back to you shortly.
Q: What are your business hours?
A: Our hours are 7:00am - 5:00pm CST. Current hours for the day/week can be found at the top of our website.
Q: How do I reach your customer support department?
A: Call us toll-free at (800) 323-7394 or email us at email@example.com. We also have a Live Chat feature available on our website.
Q: What is a master distributor?
A: A master distributor is a distributor whose main business is selling a variety of manufactured products through other distributors. Neuco is a master distributor of HVACR controls.
FAQ for Distributors
Q: How can I order parts from Neuco?
A: Neuco offers several choices for you to do business with us. We are here to make it easy for you! If you are a distributor with an established account, you may place an order by:
- logging into your web account and ordering online
- speaking to a sales representative at (800) 323-7394, Monday - Friday 7:00am - 5:00pm CST
- sending us an email at: firstname.lastname@example.org
- fax: (800) 453-9244
Q: How can I get a quote on a part?
A: You can either call our sales department at (800) 323-7394 or email us at email@example.com with the part number, manufacturer's name (if available), model number and serial number of unit/system (if available). You can also use our Live Chat feature to chat with a sales representative.
Q: Does Neuco accept credit cards as payment?
A: Yes, we accept credit cards as a form of payment from customers - Visa or MasterCard.
Q: I forgot my password. What should I do?
A: If you forgot your password to our online ordering system, please call us at (800) 323-7394.
Q: Is ordering online secure?
A: Yes. We take the utmost care with the information that you provide us when placing an order on our website (or through any other means). We do not sell your contact information to other companies.
Q: Is there a minimum that I have to order?
A: No. That is one of the great benefits of ordering from Neuco. You can order one of many items or many of one item. This allows you to manage your business based on your needs.
Q: When I can order online?
A: You may order from our secure online website 24 hours a day. Orders placed after business hours will be processed the following business day.
Q: What type of search functionality does neuco.com have?
A: Neuco.com allows customers to search for items by part number, keywords or equipment model number.
Q: How do I view what's in my shopping cart?
A: To view the contents of your cart, click here or on the "Cart" icon in the upper-right corner of your computer screen.
Q: What are my shipping options?
A: During the checkout process you will be able to select a shipping method from a dropdown box, including UPS, FedEx, USPS, truck and more.
Q: How do I drop ship an order to my customer through your website?
A: On the Checkout page, you can enter a dropship address by clicking the Add Dropship button in the Shipping Address section.
Q: How do I place my order online?
A: After you have added an item to your cart, click Checkout. Enter your shipping info, billing info and PO number, then click the Submit Order button.
Q: How will I know that you have received my order?
A: After you complete the checkout process, a confirmation page will appear on your screen detailing your final order. You will also receive confirmation via e-mail that we have received your order.
Q: What if I don't receive an order confirmation email?
A: Check your spam or junk folders. If you still cannot locate your order confirmation email, please contact us at firstname.lastname@example.org.
Q: I realized I ordered the wrong part. Can I cancel or revise my order?
A: Call us immediately at (800) 323-7394 and ask to speak to the Customer Support Department.
Q: What's the status of my online order?
A: Every online order is processed with the highest care to ensure accuracy, speed and customer satisfaction. To check the status of your order, click Your Account in the top left and select Your Orders. Here you will be able to search for past orders and view order status and tracking information.
Q: Where does my order ship from?
A: The majority of orders are shipped from our 145,000 square foot distribution center in Bolingbrook, Illinois.
Q: What is N2G?
A: N2G stands for Neuco's 2-Day Guarantee. This exclusive program means that any package shipped via UPS will be delivered within two days no matter where you are located in the United States, all for just the cost of regular ground UPS rates. See here for more details.
Q: When will my order ship?
A: In-stock orders will ship the same day as the order is placed. To check order status, log into your account or call our customer support department at (800) 323-7394. You can also email customer support at email@example.com or use our Live Chat feature to speak to a customer support representative online.
Q: What if I want my order to ship directly to my customer? Will it have Neuco branding all over the packaging and packing slips?
A: Distributors' orders that are shipping from our warehouse directly to their customers will always "ship blind." Those orders can be delivered to your customer without any knowledge that they came from Neuco. See more information on this page: Drop Shipping.
Q: How can I tell how much my order costs to ship?
A: There are several ways you can view your order's shipping charges:
- With Neuco TrueShip, you can see your actual shipping charges before you submit an order if it ships via UPS.
- The actual shipping charge will be printed on your package's shipping label. Note: This does not apply to orders that are drop-shipped to your customers.
- For online orders, shipping charges are displayed on your order confirmation email.
- You can also view your shipping charges by going to Your Account > Your Orders and clicking on an order's details.
Warranty & Returns
Q: What do I do if I received the wrong item from Neuco?
A: First of all, we apologize for the inconvenience. Contact our customer support department at (800) 323-7394 and we'll figure out what went wrong and make it right. You can also email us at firstname.lastname@example.org or use our Live Chat feature.
Q: What happens if my order was lost or damaged in transit?
A: In the rare event that your package is lost or arrives to you damaged, begin by calling our customer support department at (800) 323-7394 and we will be happy to guide you through the claims process.
Q: What is your returns policy?
A: Stock items can be returned up to 1 year. Non-stock item returns are subject to the manufacturer's return policy. Customers must request a Returned Goods Authorization prior to returning any product(s). All returns are subject to restocking fees. See restocking schedule here.
Q: What is the warranty on the products I purchase from Neuco?
A: Products purchased through Neuco are covered under our vendor's warranty policies. Warranty lengths vary from vendor to vendor. Please contact customer support at (800) 323-7394 for more information and/or to initiate a warranty claim.
Q: Why do I need the model number and/or serial number for my warranty return?
A: For warranty returns, many of our manufacturers require the model number and/or serial number of the unit into which the part was installed. In some cases, warranty submissions without this information may be considered void by the manufacturer. The unit information is normally required to ensure that the correct part was installed in the correct unit. If an incorrect part was attempted to be installed in a unit or system, it may also void the warranty. We apologize for any inconvenience this may cause.
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