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Shipping Policies

Our Sales support staff provides presale consultations and detailed information to ensure that you receive optimal products to meet your requirements preventing later problems and minimizing returns.

Orders placed Monday through Friday are typically shipped within 24 hours or less. Please note that UPS does not normally deliver on Saturdays and Sundays. A Next Day Air order shipped on Friday will arrive on Monday. Please call us to make special arrangements for expedited Saturday deliveries -- but be advised that Saturday deliveries are very expensive.

Express orders, when received before 11:30 AM ET, are shipped the same day.

If orders are not accepted upon delivery, a 20% fee will be charged in addition to all shipping charges.

We ship via the following UPS options: Ground, 3 Day Select, 2nd Day Air, Next Day Air Saver, Next Day Air and Next Day Air Early AM. Please note that UPS no longer provides guaranteed delivery on their expedited shipping services. Pro Water Heater Supply is not responsible for UPS missing delivery targets.

The prices for each of these shipping options is presented to you before you are asked to enter your credit card information.

Free Ground Shipping, if applicable, is only offered to the contiguous 48 states. If the online store calculates Free Ground Shipping for orders shipping to Alaska or Hawaii we will contact you with the actual shipping charges for your approval.

Return Policies

Unused items in pristine condition may be returned within 30 days of your receipt. All returned items must be in the original box and packaging. Installed items may not be returned.

You must inspect all items within 3 days of your receipt and notify us within 3 days of your receipt if there is any damage.

We do not refund any shipping charges. If you return an item that we shipped to you free of charge you will be billed for the cost of the original shipping.

To avoid damage during return shipment and ensure return of payment in 14 days from arrival at Pro Water Heater Supply, items must be returned in original packaging and double boxed with the original packing slip or receipt.

The return package must include all parts, manuals, and accompanying printed documentation.

Retain the tracking number or other proof of the return shipment.

Refunds on returns received in pristine condition are made in 14 days from arrival at Pro Water Heater Supply.

Pro Water Heater Supply does not pay for return shipments unless the return is required by:

  • Pro Water Heater Supply's error, or
  • The company responsible for shipping.

There is a 20% restocking fee for products returned unless:

  • Damages occur during the shipping process, or
  • The wrong unit is shipped.

In these cases, Pro Water Heater Supply will arrange for your product to be replaced.

Returns for 5" and greater diameter Z-Flex Z-Vent single-wall stainless steel venting parts, all Z-Flex Z-Vent double-wall stainless steel venting parts, and all Z-Flex Chimney Liner and Z-Flex Z-Dens parts will incur a 40% restock fee as these parts are not stock for Pro Water Heater Supply.

All Bosch and Cozy/Williams Replacement Parts are non-returnable and non-refundable. All products shipped via Freight shipment are also non-returnable and non-refundable, including all boilers, air handling units, stainless steel storage tanks and furnaces.

You must contact Pro Water Heater Supply prior to returning any items to receive an RMA. No credits will be processed on items returned without an RMA.

All Order Return Requests must be sent to us via email at with Subject "RMA Request" and your email must include your name, address and order number. We will respond back via email with a Return Material Authorization (RMA) Number.

Pro Water Heater Supply does not take back heaters once they have been installed.

Cancellation Policies

Orders may be cancelled with no penalties on the same day the order was placed as long as the order has not already shipped. A 5% fee is withheld for all orders cancelled after the day the order was placed provided that the order has not already shipped.

Orders may not be cancelled once the order has shipped.

Once an order has shipped then the order is subject to our Return Policies.

All Order Cancellation Requests must be sent to us via email at with Subject "CANCEL ORDER" and your email must include your name, address and order number. We will respond back via email with an Order Cancellation Number.