Frequently Asked Questions


Q: When does my product get shipped?
A: All in-stock orders are shipped same-day if the order was received by 1:00 pm Central.

Q:  I forgot my user ID or Password, how do I get it back?
A: Under “User Log In” please click on the “Forgot Password?” link and an email will be sent to you instantly with step-by-step instructions.

Q: What is your Return Policy?
A: We offer a 10-day money-back guarantee policy with no restocking fee unless it is a special order / non-stock item after receipt of shipment. Restocking fee is based on a number of business days between date of  shipment and date received at Controls Central. 

Within 10 Days= No Restocking Fee
11-30 Days=10%
31-60 Days=20%
over 60 days=contact our Returns and Warranty Specialist. 

Shipping and handling charges are Non-Refundable. Please fill out a RMA request form located in the Returns section under the Support tab. All returns are handled promptly by a Returns and Warranty Specialist.

Q: Where is Controls Central located?
A: Controls Central is located at:

915 W. Imperial Hwy Suite 160
Brea, CA 92821

Q: What forms of Payment do you accept?
A: Currently we only accept credit cards for payment on Controls Central. We accept VISA, Mastercard, American Express, Discover, Paypal, and wire transfers. For wire transfers please send a request to pay by wire transfer to

Q: Is there a charge for special orders?
All special orders are subject to a 20% restocking fee even if the orders have not shipped.

Q: I have a question about how to operate my product, who do I contact?
A: Please use our live chat, or give our tech support a call at 1-(877) 482-2236.

Q: What do I do if I received the wrong or defective product?
A:  Please fill out a RMA request form located in the Returns section under the Support tab. Returns and Warranty Specialist will be assigned to your case.

Q: What is your warranty policy?
A: We honor all manufacturers’ warranties that are accompanied with the products we sell online. Damage by neglect or misuse is not covered by any manufacturer nor is it covered by Controls Central.

Q: What is your product information policy?
Although measures are taken to ensure the information in our catalogs and on this website is as timely and accurate as possible, Controls Central assumes no responsibility for the accuracy of such information or its relevance to a specific use or application. Actual performance of products may vary based upon many factors and may be less than stated. Differences in system hardware, software design or configuration, as well as system use patterns, may affect product performance. Actual products may differ slightly in appearance to images shown.

Q: Does handle International orders?
A: Yes, we ship worldwide.

Q: Why does charge sales tax for my state?
A: On June 21, 2018 the U.S. Supreme determined that the physical presence standard is no longer a requirement for a state to impose collection responsibility on sellers: South Dakota v. Wayfair. This means all sellers need to evaluate if they have an economic nexus in any state they ship to and must determine if they are responsible to collect sales tax. Controls Central is required to collect/remit sales taxes within states where an “economic nexus” has been established. Considering Controls Central ships nationwide, we are required by law to charge a sales tax fee in states where the company is considered a “remote seller”.

Q: Does charge sales tax on out of state order?
A: The list of states where Controls Central has met the economic threshold varies based on individual states’ threshold criteria. The states where Controls Central has economic nexus will continually change. The states where Controls Central has an economic nexus as a remote seller are: Arkansas, California, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin, and Wyoming.

Q: Are there any shipping and handling fee for International orders?
A: Yes, there's a $40.00 US for shipping and handling charge and we do not supply the certificate of origin.

Q: What's the Processing Time for International Orders?
A: There's a 1-2 business day processing time for processing an International order.

Q: How are Tax and Customs Duties handled?
A: Controls Central strongly encourages all customers to check with their local Customs office for any potential import taxes, duties, and tariffs.

Q: Are Shipping Costs Refunded?
A: If the return is for a warranty-related issue, we will help facilitate the return to the manufacture.  Please download and fill out the RMA form and submit it electronically and we will contact you within 24-48 hours. Generally no shipping costs will be refunded.

Q: Why does my account have to be verified before I make a purchase?
A: Controls Central only sells HVAC/R products to contractors and qualified end users.

Q: When I try to checkout, I get a Billing Address Message in Red after I press "Confirm Order"?
A: The reason you see this message is because the billing address on file with your card issuer is different than the one that you have entered. You can add a new billing address by clicking on the "Add new address" link. After adding the new address you should select the "Separate shipping address" option and select the address where you want the order shipped to (in many cases entered during registration).

Q: I'm having trouble viewing/using
A: Try updating your web browser to the most current version. Here are some links for the most up-to-date browsers:

      Internet Explorer
      Mozilla Firefox
      Google Chrome