FAQ

How to set up a new account?

1. Navigate to the Registration Page

Select the "Register located at the top right side of the main page. 

2. Prepare Required Documents

Ensure you have your Employer Identification Number (EIN) document (e.g., a W-9 form with your signature and the current date of submission).

Obtain your Resale Certificate for your office location or headquarter, especially if you have multiple locations.

3. Submit Your Application

Complete the application form and upload the required documents.

Submit the application for review.

4. Approval Process

Refrigeration X will review your application.

You will receive an email notification once your application has been approved.

Order Cancel Policy

Once an order is completed with payment, it cannot be canceled on the Refrigeration X website.  However, you may contact your regional account manager or sales@RefrigerationX.com to inquire about the possibility of canceling your order. Typically, orders can be canceled before they are shipped from Refrigeration X warehouses. Please note that our warehouses usually process and ship orders within 1 business day after payment is completed.

Can I place a back order when inventory is unavailable?

Purchases cannot be completed when an item is out of stock. However, the products youre looking for may be available at another location or currently in transit. For availability updates, please contact your regional account manager or our sales team at sales@RefrigerationX.com.

Do I need to add `Liftgate` service?

Yes or No. A liftgate is a freight elevator system attached to the rear of the truck. If the delivery location has a loading dock, the liftgate option is typically not required. Kindly verify the delivery location.

How to order parts & accessories?

Accessories are available for purchase alongside our products. 

For parts inquiries, please contact your regional account manager or reach out to our sales team at sales@RefrigerationX.com for assistance.

How to get sales tax waived?

To waive sales tax, please ensure that a valid Resale Certificate has been verified by Refrigeration X. If you haven`t already submitted your certificate, kindly send it to AR@RefrigerationX.com or sales@RefrigerationX.com for assistance.

Please note: A valid Resale Certificate for the state to which your order is being shipped is required for the following states: NJ, GA, IL, TX, WA, and CA.

How to add order/delivery instruction?

On the Checkout page, you can add any shipping or delivery instructions. Please ensure that all shipping details, including business name, address, and a point of contact with a direct phone number, are accurate.

How soon can I receive my order?

Refrigeration X is an industry leader, offering fast delivery from your nearest warehouse. Typically, your order will be shipped within 1 business day after order completion. Delivery usually takes an additional 1-3 business days, though this may vary based on location and special circumstances.

How to check and track order status?

After logging into your account, you can view all your orders and their up-to-date statuses under "My Orders." Shipping tracking information is also available by navigating to My Orders on the RefrigerationX.com website. Please allow overnight for tracking information to update.

What is Shipping Policy?

Our Shipping Policy is available here.

How to report damage/missing/lost products?

짠  Damaged/Missing/Lost Items - Common Carrier

1)       If there is obvious severe damage to the packaging, contact your dealer immediately to possibly refuse the shipment.

If in doubt, reach out?don`t accept damaged goods.

2)       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 at sales@refrigerationx.com or your dealer immediately

-          Keep the damaged packing materials for inspection

-          Take pictures of the damaged items and packaging

3)       There are rare occasions where our freight carriers may lose a shipment. In these situations, its our highest priority to find your items and we will work with the carrier to do so. Dock checks with the carrier take approximately 3-5 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

짠  Damaged/Missing/Lost items - Ground

1)      Upon receiving your order, please inspect it for any damaged, lost, or missing items. If any part of your order is missing or damaged, please keep the items and packaging and contact us within 5 business days of receipt so we can find a solution for you. We may request pictures of the damage to help with this process.

2)       There are rare occasions where our carriers may lose a shipment. In these situations, its our highest priority to find your items and we will work with the carrier to do so. Traces with ground carriers take approximately 1-3 business days to complete. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.

3)       Due to the strict time-frame we have to deliver refrigerated and frozen food items to you in acceptable condition, if an item is damaged or missing, please contact us within 1 business day of your shipments original ETA so we can find a solution for you. We may request pictures of the damage and for you to take a picture of the temperature of the item to help with the process.

4)       You are responsible for checking the internal temperatures of refrigerated and frozen products immediately upon delivery to ensure they are received at food-safe temperatures according to the U.S. Department of Agricultures (USDA) guidelines. Please contact us within 1 business day of your shipments original ETA if you have any concerns about the temperature or conditions of your shipment. Once the shipment is received you are responsible for storing or handling the items properly to maintain food safety.

짠  Concealed Damages

1)      All of concealed damages must be appealed to us within 5 days with pictures including original packaged condition.

What is a return/refund policy?

With a few exceptions, regularly stocked products may be returned within 30 days of receipt, provided they are unused, undamaged, and in their original packaging. A restocking fee will be deducted from your refund to cover the cost of processing the returned items. This fee is 20% of the item(s) cost for orders delivered to commercial locations and 30% for residential deliveries. You are responsible for return shipping costs, including any brokerage fees, duties, and taxes for international returns. See further details here.

Energy Star certified?

Many Refrigeration X products are Energy Star certified. Check the full list of products with Energy Star here and type Refrigeration X.

Certifications - Safety, Sanitization, Energy Star

All products sold by Refrigeration X are certified by authorized institutes for safety, sanitation, and energy efficiency, including cETLus, ETL-Sanitation, ENERGY STAR짰, and NRCan (Canada MEPS)

What are dimensions of an equipment?

Browse the website and navigate to the product detail page to locate the spec sheet. They are available on Auto Quote too. 

Install & Operation

Browse the website and navigate to the product detail page to locate the Install & Operation manuals.

How to do maintenance?

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

Warranty Claim

Navigate to `Customer Service` on the main page for the following options: 

- Warranty Status Check

- Warranty Claim

- Warranty Statement

- Warranty Registration

Before submitting a warranty claim, we strongly recommend verifying the basic operating environment and settings, including: 

- Ensuring the power outlet is supplying the correct voltage

- Confirming the power switch is on and the temperature controller is set correctly

- Checking that the condenser coil is clean and properly maintained

- Ensuring the ambient temperature is within acceptable limits 

- Referring to the `Troubleshooting` section in the Installation & Operation manual

Warranty Service Coverage

On-site warranty service calls are available within 70 miles of an authorized service provider for Refrigeration X and Turbo Air Group in all fifty states of the United States. The end user is responsible for any additional travel and mileage charges at prevailing rates.