Frequently Asked Questions

Customer Service

How do I contact customer service?
You can reach customer service Monday through Friday from 9am to 5pm central standard time via email ([email protected]), phone (877-394-9731) or Live Chat
What days and hours are you open?
Office hours are Monday through Friday 9am to 5pm central standard time
How do I pass along suggestions?
You can email your suggestions to [email protected].  We would love to hear from you!
When can I expect a return call if I leave a message after hours?
Messages left after regular business hours will be returned the next business day
Do you have a catalog?
No.  Our website contains detailed information on every product and it’s updated on a regular basis.

Order Process

How do I place an order?

Orders are processed through our website and guaranteed 100% secure using the highest standards in payment card security.  You can start to place an order by finding the product you want and clicking the “add to cart” button.

When you’re done shopping and ready to check out, click the “Checkout” button in the very top right corner of the website.  From here you can review your order, adjust quantities, and estimate shipping if needed.

Next, click the “Proceed to Checkout” button, enter your shipping and billing information, and then you’re all done!

Can I place my order over the phone?
Yes.  We suggest that all orders be placed online for maximum security, but we can accept order over the phone as well.  
Why was my credit card declined?  What should I do?

Transactions can be declined for several reasons.  Most of the time it’s due to an incorrect credit card or CVV number being entered.  Other reasons include insufficient balance on the credit card or the address on file not matching with the address entered during checkout.

If you’re transaction is declined, and you find that everything is correct (card number, CVV number, card balance and available funds, etc.) then please contact customer service at 877-394-9731 and we will look into the exact reason for the declined transaction and help get your order processed.

How do I cancel an order?
You can cancel your order within 12 hours of placing it.  We strive to ship all orders the next business day or within 24 hours.  If we receive a cancellation request within 12 hours, we can most likely get the order stopped. To cancel an order you can 1) reply to the confirmation email you received, 2) email us at [email protected] or 3) call us at 877-394-9731.
How do I change a processed order?
You can most likely change an order if you let us know within 12 hours of placing it. Call customer service at 877-394-9731 or email us at [email protected]
Do you have any minimums?
No.  Can order any amount and any quantity you wish.
How do I track my order?
You will receive an email from us usually within 72 hours with a tracking number.  You can use that number track your shipment at www.fedex.com
Can I pick up my order?
All orders will be shipped to their destination via Fedex, UPS or Common Carrier.  We do not allow will-calls or pick-ups
How can I save time placing my order?

Register!  This will save you from entering your billing and shipping information each time you place an order.   You will also be able to view your order history and quickly duplicate orders if needed.

Setting up an account is very easy.  Just click the “Login” button in the top right corner of the website and enter your information.

Pricing and Billing

What payment options do you offer?
You can pay with Visa, MasterCard, Discover, American Express, or Paypal
What is the 150% Lowest Price Guarantee?
This is our “better than lowest price guarantee” for every customer.  If you find a lower price on an identical item, we will match the price PLUS discount the price by 50% of the difference.  Learn more here.
Will I be charged sales tax?
Sales tax is only charged on orders shipped to Nebraska.  Taxes are estimated and subject to change.  Tax-exempt institutions should contact customer service to avoid being charged sales tax.
Do you offer promotions or discounts?
Absolutely!  If you sign up for our newsletter and alerts you will be the first to know about promotions, specials and discounts.  You can also find discounted items in the “Specials” section.

Shipping

What shipping options do I have?
Fedex Ground, 2nd Day, and Next Day Air. We can also coordinate common carrier shipment for large orders.
How do I calculate shipping costs?
It’s simple.  Once you’ve added an item to your shopping cart, simply open your cart by clicking Cart button or the Checkout button in top right corner of the site.  You will see the items in your cart at the top and directly below will be a box that says “Estimate Shipping and Tax”.   Just enter your State and Zip Code and you’ll see the shipping costs associated with your order.
When will my order ship?
We strive to ship order the following business day.  However, there can be delays if the item is out of stock.  If that happens, you will be notified via email right away.
What is your return Policy?

All regularly stocked items may be returned with a 20% restocking fee, plus all applicable freight fees, if the item has not been used. In order for any return to be accepted, it must be returned within 30 days from the day you received your order. No refunds or returns are available after 30 days of receiving your order. The original shipping and handling charges are non refundable.

Returned product(s) must be in the original condition free of any scratches, scrapes, dents, or debris. Returned products that are not in “new condition” will not be accepted and credit to your credit card will not be issued. Should you require that the products be returned to you, all applicable freight charges will be at applied.

To request a return, please login to your account and click the "Product Returns" link on the left hand side of the page.

How do you handle product warranties?
Any defective items are subject to the manufacturer’s warranty. Hoodfilters.com honors warranties on the products we sell.  However, we assume no responsibility or liability for the manufacturer warranty. Our customer service staff will work to quickly process any claims.  If a product has a warranty, it can be found on the product page under the “Warranty” tab.
Do you ship to all 50 states?
YES.  We ship to all 50 states and Canada.  Overseas shipments can be accommodated as well. Please call for more information.
Do you ship to Canada?
YES.

My Account

How do I set up an account?
It’s easy.  Just click on the “Login” button in the top right corner of the website and then click on “Create an Account”.  Enter your information and you’re done!
How do I edit my account information?
Just login and the first page you see is your Account Information.  Click on the “edit” button and then you can change your information.
How do I retrieve my password if I forget it?
Click on “login” in the top right corner of the website.  At the bottom of the “Registered Customers” box, you will see a button for “Forgot Your Password?”.  Click that, enter the email address used to create your account, and a new password will be sent to you via email.
What is your privacy policy?
We take customer privacy very seriously and go to great lengths to protect all your information.  You can rest assured that your personal and payment information is 100% secure.  We will not sell or share your information and your orders are processed using the highest security standards through PCI compliant processers.  You can view our entire Privacy Policy here.

Products

Do you provide installation instructions or videos?

Yes!  You can find installation instructions and videos within the product page under the “videos” or “downloads” tab.  You can also find installation videos in our Video Gallery and on our YouTube channel. 

If you need installation instructions for a product, and you don’t find it on our website, give us a call or shoot us an email.  We’ll do our best to get the information for you immediately.

How do I know what size of hood filter to buy? How do you measure hood filters?

We get this question all the time!  Fortunately, it’s very easy.  Industry standard sizes are ordered with the vertical (top to bottom) length FIRST and the horizontal (left to right) length second. 

Also, this is very important, be sure to ROUND UP to the nearest ½’ when ordering. Standard hood filter’s actual dimensions are ½” less than the stated size. 

We have several resources to help choose the right size of hood filter and the number of filters needed for your hood system: