Shipping policy

Standard shipping
We offer free ground shipping on orders over $200 within the contiguous United States (lower 48). Every rooftop air conditioner and every complete kit qualifies. For orders under $200, shipping rates are calculated and shown at checkout. We do not ship to Alaska, Hawaii, US territories, PO boxes, APO/FPO addresses or outside the United States.

Orders placed by 12 pm Eastern on a business day usually ship the same day from the distributor warehouse. Orders placed after 12 pm, on weekends or on holidays ship the next business day. Standard delivery is 2 to 5 business days after shipment. Items with a stated lead time on the product page ship on that schedule instead.

We use FedEx and UPS ground for rooftop units and kits, and USPS, UPS or FedEx for small parts. Rooftop units ship in the factory carton, about 40 x 30 x 17 in and 80 to 105 lb. Complete kits ship as separate cartons (unit, ceiling assembly, hardware) and you will receive a tracking number for each.

Campground delivery
If you are shipping to a campground, use the campground office address on line 1 and your name and site number on line 2, and let the office know a large carton is coming. Carriers deliver to the office, not to a site.

Delivery inspection and damage
Inspect every carton on delivery, before the driver leaves if possible. Open the carton and check the shroud, base pan and compressor mounts. If there is any damage to the carton or the product, photograph it and email support@katerv.com within 24 hours of delivery with your order number. We file the carrier claim and ship a replacement once the claim is accepted. Keep the carton and the product until we confirm the claim is closed. Damage reported after 24 hours, or without photos, must be filed with the carrier directly and we cannot guarantee the outcome.

We are not responsible for delays caused by the carrier or by circumstances beyond our control. Once the carrier has the package, delivery times are estimates.

Freight (LTL) shipments
A small number of oversized items, such as 18,000 BTU systems and multi-unit orders, may ship LTL freight. For freight deliveries: inspect products and packaging before signing the delivery receipt. If damage or shortage is found, note it on all copies of the receipt, have the driver sign, and take photos. Report it to support@katerv.com within 24 hours. Freight damage that is not noted on the delivery receipt cannot be claimed with the carrier.