online store FAQs – Air Sanctuary
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Do you have a storefront?

At the moment we are online only and are an Authorized Dealer for every brand we carry. We do have plans to expand in the future.

What forms of payment do you accept?

We accept all credit cards, PayPal, Shopify Pay, and you can pay in installments with Klarna or Affirm at checkout. 

How long does it take for products to ship out?

Products will generally ship out within 2-5 business days from the time you placed your order. Due to warehouse worker shortages and shipping carrier delays, we cannot guarantee your items will arrive within the estimated window we provide.

How can I check the status of my order?

Once your order is placed, you will receive a confirmation email. Once your order has shipped, you will receive a shipping confirmation email along with a tracking number and link to the shipping carrier. If you have any other questions about the status of your order please contact or message us in our online chat for fastest response.

Can I place an order to be delivered outside of the US?

Please contact us first to discuss your options. 

Can I change or modify my order?

For the first 24 hours after placing your order, yes. After that, it will depend on your order status. To change or modify your order, please contact us as soon as possible. If your order has already been processed and shipped, then we will be unable to change or modify your order.

Can I remove items from my order?

Items can be removed without a fee for the first 24 hours after you place your order. After 24 hours, you are subject to a 3% fee for the item that is cancelled to cover our incurred credit card processing fees. Once the order ships, we can no longer make changes.

Can I add items to my order?

Yes, contact us a soon as possible and we will send an invoice for the remaining amount due. Please note you may end up receiving your order in multiple shipments.

What is the return policy?

We provide a 100% refund if your order is cancelled within 24 hours. It’s important to contact us as soon as possible when trying to cancel an order. Please see our return policy for more information.

I’m having trouble tracking my shipment. What should I do?

If your order has just been shipped, then please wait 1-2 business days for your tracking number to be updated properly with your latest tracking information. If after 1-2 days, if your tracking information is not populating,  please contact us at and we will be more than happy to assist you.

What should I do if my order is marked as delivered but I didn’t receive it?

Although we cannot control what happens once your order leaves the warehouse and is with the shipping carrier, we will do everything we can to assist you in receiving your order. If this issue ever arises please contact us at with your order number and provide us with any details that may help.

What should I do if my item is damaged?

Please notify us within 48 hours of receiving your product at

Why is my item out of stock?

We strive to maintain availability for all items listed on However, items can be temporarily out of stock. Our customer service team may be able to provide re-stocking information if available. Contact us with any questions.

Do all products come with a warranty?

Certain products are covered under a limited manufacturer warranty. Warranty claims must be accompanied by a proof of purchase (receipt or order confirmation) and are subject to inspection. We will be launching an extended warranty option soon. 

How long will it take to receive my refund?

Refunds typically process to the original method of payment within 5-10 business days.

Can I add a discount code post-purchase?

Unfortunately, we are unable to add a discount code after you have checked out, but, we are happy to provide a discount for your next purchase - just ask.


Do the multi-zone DIY units come with multiple linesets?

Yes. Depending on how many zones you need, the multi-zone bundles come with the correct amount of linesets needed ie a 4-zone unit comes with two linesets. If you would like to change lineset lengths, let us know and we can customize your order.



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