ecobee

Orders, Shipping, and Return Policy FAQ

If you have any questions concerning your order, shipment, or our return policy, please read our FAQ menu below.

Need more help? Please contact our Support team.

Orders

Our thermostats and room sensors can be purchased from the following retailers:

ecobee

Home Depot In-store and online

Best Buy  In-store and online

Lowes In-store and online

Amazon

Canadian Tire

 

Unfortunately, we're unable to cancel orders once they've been processed. We strive to send your orders to the warehouse and shipped out as soon as we can, so we're unable to make changes to the order or cancel it once its been placed.  Please double-check your order before confirming the purchase.

Instead, we recommend making a return request once your order arrives. Return information is listed below.

 

Shipping

Typically the carrier will deliver your ecobee three to five business days after shipping. If you’ve been waiting longer, please refer to your tracking number (sent to you within 24 hours after placing your order) or email us at support@ecobee.com.

Please note that if you have made an order during a high volume period (such as Black Friday) there may be a small delay concerning the shipping times - please allow for a couple extra business days. 

If your order has not shipped yet and it has been more than 5 business days, there may be a couple of reasons.

If you placed your order during a high-volume sale event such as Black Friday or Cyber Monday, please allow for a couple more business days. Usually our warehouse is overwhelmed with orders during these events and while they do their best to get orders out on time, there can be a small delay!

Unexpected events such as severe weather issues can also cause delays in transit time and may add a couple of days to your estimated date of delivery.

If your tracker shows that your order has been delivered however you have not received it, please check the following:

-Verify that the shipping address in the tracker is correct (typos, missing apartment numbers, and zip codes are the usual culprits).

-See if there is a delivery slip or attempted delivery notice.

-Ask your neighbours if the package was delivered to them by mistake.

If you are still unable to locate the delivery – please contact our Support as well as your carrier (either UPS or FedEx) to open an investigation.

 

Returns

To initiate the return process, please call our Customer Support team at 1.877.932.6233, or email us at support@ecobee.com. Please do not ship the product back without contacting our support team.

You may return your ecobee product within 30 days for a full refund - no questions asked! Please contact our Support team to begin the return process and have the following information ready:

-The email address used to purchase the ecobee device

-The order number (this can be found in your purchase confirmation email)

Once you have contacted our Support team, we will issue a return shipping label for you to send the ecobee device back to us - we will cover all shipping expenses. When we receive your device, the purchase amount will be applied back to your credit card within 15 business days.

If you have purchased the ecobee from a 3rd party retailer such as Amazon, Home Depot, Costco, etc, and you are still within the refund period and conditions to proceed with returning the ecobee to the company of purchase, you will need to contact them to initiate the return.

Once you have contacted our Support team to authorize a return, you will receive a return shipping label within 3 days. Please check your inbox as well as your spam/ junk inbox. If you have not received the shipping label after a few days, please contact our Customer Support.

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