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Shipping policy

Shipping Policy

Last updated: May 29, 2026

This Shipping Policy explains how GWIN, LLC (“GWIN”) ships and delivers your order. It works together with our Terms of Service and our Return & Exchange Policy. If there is any conflict, the Terms of Service govern.

Where We Ship

We ship to the 48 contiguous United States only. We do not ship to Alaska, Hawaii, or locations reachable only by water (for example, certain islands and barrier-island communities such as Martha’s Vineyard, Nantucket, the Outer Banks, or Key West).

Processing and Delivery Times

Orders are processed after payment is received and accepted. All delivery times are estimates only and are not guaranteed. We are not liable for delays caused by shipping carriers, weather, customs processing, or other events outside our reasonable control.

Freight (LTL) Delivery and Appointments

Most systems ship by freight (LTL) on a pallet. For freight deliveries, the carrier will typically contact you to schedule a delivery appointment once your shipment reaches the local terminal. Please provide an accurate phone number and respond promptly so delivery can be scheduled.

If you do not schedule a delivery appointment within 3 days of the shipment reaching the final terminal, storage fees may apply. Any storage fees are set and charged by the carrier; we do not add fees of our own.

Inspecting Your Delivery

Please inspect your shipment carefully at the time of delivery, before the driver leaves:

  • Visible damage at delivery: take clear photos, refuse the damaged package, and note the damage with the driver on the Bill of Lading or freight bill.
  • No visible damage on the box: inspect the product immediately upon receipt. If you find damage, take photos and contact us within 24 hours of delivery.

All damage must be reported within 24 hours of delivery to contact@gwinhvac.com with your order number, a description of the issue, and photos. Claims made after this period may be denied. Full damage-reporting steps are in our Return & Exchange Policy.

Damaged or Lost Shipments

Equipment that arrives damaged in transit is our responsibility to make right. When you report damage following the steps above, we will handle and file the freight claim with the carrier and arrange a replacement or other resolution. Following the inspection and reporting steps is what allows us to recover from the carrier and resolve your claim promptly; failure to do so may limit our ability to do either.

Incorrect Address or Failed Delivery

Please make sure your shipping address and phone number are correct at checkout. If an incorrect address or phone number is provided and the carrier cannot deliver, or if you cannot be reached at the number provided and the order is returned to the warehouse, the shipment will be subject to the applicable return and restocking fees described in our Return & Exchange Policy. Refused or cancelled shipments after an order has shipped are also subject to those fees.

Shipping Costs and Taxes

Unless otherwise expressly stated, posted prices do not include taxes, shipping, handling, customs, or import charges. Any applicable shipping charges and taxes will be shown at checkout and set out in your order confirmation.

Contact

Questions about shipping or delivery? Email contact@gwinhvac.com, call 615-538-7979, or write to GWIN, LLC, 114 22nd Street, Old Hickory, TN 37138, US. Hours: Monday–Saturday, 9:00 AM–5:00 PM CST.