Frequently Asked Questions



How do I find products on Gemaire.com?
With our newly designed website, finding products is simple! We recommend using the search bar at the top of the page, where you simply enter an item name, part number or description. You’ll receive immediate suggestions or a generated results page to help narrow down the search. You also have the option to navigate the website categories.
How do I check my order status?
When logged in to your account, you have the ability to view orders to check the order status, backorders, or if your items are ready to be picked up. You will also receive notification emails regarding any order status changes.
How do I change an item on an order that has already been created?
If you need to change an order after it has already been created, please contact gemaire.com customer service. If it is a pickup order, you can also contact the location where the order was placed.
How do I view my order history?
To view your order history, sign in, go to your account dashboard, click “Order History” in the Your History section in the left navigation.
How can I print order details/ packing slip for my order?
To print order details or a packing slip, sign in, go to your account dashboard, click “Order History” in the Your History section in the left navigation. Click on the order you wish to print, once in order details. From the order details screen you choose to print the full order details, by clicking “Print” or to click a packing slip, which excludes pricing details, click “Print Packing Slip”.
How do I cancel my order?
We are confident that you’ll be more than satisfied with your purchase. However, if for any reason you must cancel your order, please contact Gemaire.com customer service or the location where the order was placed. If the order was already picked up at the branch, please contact the branch to cancel the order.
What payment options are available?
For your convenience, you may purchase your items with most major credit cards. If your account currently has a credit line open, you may purchase items that way as well.
How do I change my pick up location?
During check out, you’ll have the opportunity to select your current location or option to change the location.
How can I change the delivery address (jobsite delivery)?
During check out, you’ll be prompted to set your order for either pickup or delivery. If delivery is selected, you’ll be asked for the delivery address.
What if an item is not available at my pickup location?
If an item is not in stock at your preferred pickup location, please contact us or you may contact the sales center location where you’d like to pick up your order.
How do I change from pickup to delivery?
During checkout, you will be asked if the order is for pickup or delivery. If it is for a delivery, you will be asked for the delivery address and the delivery date.
How do I sign into Gemaire.com?
To sign in to the new gemaire.com, you must either register or have an existing Gemaire.com login. For user with an existing Gemaire.com login, select the corner “Sign In or Register” link on the top right and sign in with you user name and password. For new customers, without a Germaire.com account or an account created at a sales center, please complete all steps under the new user section to create a new account. For customers with an existing account created at a sales center, but on login to Gemaire.com, please contact us at 888–601–0038 to create a Gemaire.com login.
What if I forgot my username/password?
If you have forgotten your user name or password, click the “Forgot username/password” link under the “Sign In or Register’ link at the top of the site. Enter the email address associated to your Gemarie.com account and click reset password. If you have a valide Gemaire.com login , you will receive an email with instructions on how to reset your password. If you have a Germaire.com login, and did not receive a reset email, please be sure to check your spam or junk email folder. If you have tried all of the above steps, please contact us at 888–601–0038.
How long does it take to activate my account?
Once the account creation process is complete, you will receive an email with your Gemaire.com account information in about 1 hour.
What if I did not receive an account confirmation email?
If you have not received a confirmation email within 24 hours, please check your spam mail box and also add gemaire.com to your contacts. If needed, please contact Gemaire.com customer service.
What if I am an existing Gemaire customer?
As an existing Gemaire customer, please contact us at 888–601–0038 to create a Gemaire.com login.
What is the warranty on the equipment I purchased?
Warranty coverage depends on the brand. The warranty on most equipment is 10 years on parts when the equipment is registered, is a matched system and is in a residential application. If the equipment is not registered or is not a matched system, the equipment gets a standard 5 years on parts. If it is in a commercial application, the equipment gets 5 years on the compressor and 1 year on the parts.
Mitsubishi:
  • Mr. Slim equipment purchased and installed after July 2009: 5 years on parts; 7 year on compressor.
  • City Multi equipment purchased and installed after July 2009: 1 year on part; 7 year on compressor.
Comfortmaker:
  • 10 Years for top-of-the-line products
  • 7 Years for mid-tier products
  • 5 Years for standard-level products
  • 1 Year for base-level products
First Company:
  • 1 year on parts
  • 5 years on compressors
  • First Company HydroTech water-source heat pumps sold and installed in the State of Florida (installed on or after 4/1/2012) are warranted for a period of five (5) years from the date of original installation. Copy of invoice is required to validate warranty
How do I register my equipment?
Every manufacturer has a registration website. Please refer to the manufacturer website for more information.
What is the warranty for an over-the-counter item?
An over-the-counter item has a 1-year warranty on manufacturer defects.
Where can I process my warranty for an item I bought on Gemaire.com?
We can take care of the warranty for you at your local Gemaire sales center.
How do I calculate shipping rates?
During checkout, you’ll be prompted to include the shipping zip code and will receive a calculated shipping cost. Please note that all shipping costs are estimated.
Where does Gemaire.com ship?
We currently ship to the 48 continental US states.
What type of shipping methods does Gemaire.com provide?
We provide ground shipping, 2nd day air, and freight LTL.
What should I do if my parts/equipment have been damaged from delivery?
We handle these issues on a case by case basis. Please contact us.
Who should I contact if I received a wrong item?
Please contact us if you received the wrong item.
How do I redeem a promotion/rebate?
To redeem a promotion or rebate, simply add the code into the promo code field during checkout.

Miscellaneous

How do I know if my equipment is eligible for a tax credit?
To find out if your equipment is eligible for a tax credit, visit www.energystar.gov and review the federal requirements for a tax credit.
How do I find the AHRI number for my equipment?
The AHRI number can be found by visiting www.ahridirectory.org and searching for your specific equipment. For our pre-configured AC system, AHRI numbers can be found on the products specifications table.

Errors

Why do I receive an error when trying to purchase equipment?
If you receive an error when trying to purchase equipment, it is most likely due to contractual restrictions that limit us from selling HVAC equipment to unauthorized regions with some equipment vendors. If you would like to purchase HVAC equipment from Gemaire.com, please contact us directly.


If you need assistance or have any questions about our help topics, please consult with one of our Ecommerce Customer Service staff as they will be happy to help.
Call: 888–601–0038
Email: [email protected]