Frequently Asked Questions

Order Process

All orders are processed through our website.

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 call the number on the back of your card. We have no ability to override declined transactions.

It is YOUR bank/card company that tells our site to decline the transaction.

How do I cancel an order?

Orders cannot be cancled once placed.

How do I change a processed order?

Orders cannot be changed once placed.

How do I track my order?

You will receive an email from us with a tracking number.

Can I pick up my order?

We do not allow will-calls or pick-ups

Pricing and Billing

What payment options do you offer?: You can pay with Visa, MasterCard, Discover, American Express, or Paypal
Do you offer payment terms?: Yes, for service provider businesses, with approved credit.
Will I be charged sales tax?: We do not charge sales tax at this time.

Shipping

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?: The time it takes to ship orders varies by product. Please visit the specific item listing to see how long it takes for that product to ship. Though we usually do ship within that time period, it is not guaranteed.
What is your return Policy?: All regularly stocked items may be returned with a 20% restocking fee, plus all applicable return shipping 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. You must get authorization prior to returning items. Any items returned without authorization will not receive credit. 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. Hoods, fans, motors, specialty filters, soak tanks, curved access doors, plastic, duct spinners, cleaning agents, PCU filters plus some other items are not returnable. Please see item listing to confirm. Refused orders will not be credited and may be charged return shipping costs.
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?: We ship to the 48 contiguous states.
Do you ship to Canada?: At this time, we do not ship to Canada.

My Account

How do I set up an account?: It’s easy. Just click on the “Rigister” button in the top right corner of the website.
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.