Frequently Asked Questions

Please click below for answers to the most frequently asked questions. To contact Customer Service regarding an online sale, click here.

General

What is your privacy policy?

NewAir is dedicated to providing a safe purchasing environment for those that visit our website. To assure you of your privacy, we provide this notice to help you understand our commitment to security. By visiting NewAir.com, you are accepting the practices described in the Privacy Policy. You can find more information on our privacy policy here.

What is your warranty policy?

You unit is protected by a manufacturer's limited warranty for one year from the original date of purchase. During this time, the manufacturer will repair or replace any parts of this appliance that prove to be defective in materials and workmanship, provided the appliance has been used under normal operating conditions as intended by the manufacturer.
For more warranty information, visit our Warranty page.

What forms of payment do you accept?

For online purchases, we accept Visa, Mastercard, American Express, and Discover Card credit cards.
For wholesale processing, please fill out the form on our Become A Dealer page.

Orders

What forms of payment do you accept?

For online purchases, we accept Visa, Mastercard, American Express, and Discover Card credit cards.
For wholesale processing, please fill out the form on our Become A Dealer page.

Do you charge sales tax?

Any sales tax collected will be reflected in your order.

Shipping

What if my shipment arrives damaged?

Please call us at 1-855-963-9247 or email us at sales@newair.com so that we can arrange for your unit to be picked up and a replacement unit sent out.

If your unit was shipped by freight carrier (large items) please take the below steps when your unit is being delivered:

• Before you sign for your freight delivery, inspect the packaging. Make sure there is no visible damage that is not normal scuffs on the packaging. If you notice visible damage, please refuse the shipment.

• The freight driver is required to wait for you to unpack and inspect your shipment before you sign for delivery. If you notice visible damage on your unit please refuse delivery of the shipment or note the damage on the Bill of Lading.

Do you offer free shipping

Ground shipping is free to all locations within the 48 contiguous states. When shipping to Hawaii, Alaska, and Canada, additional fees may apply. Please visit our Shipping page for more information.

Returns

What is your return policy?

Customer satisfaction is our goal, so we offer a simple, no-hassle 30 day policy. The product you return must be in the original packaging and new, unassembled and unused. We kindly ask that you return your purchase the same way you received it to ensure a hassle free refund.
Free Return shipping is available for any item under 80 lbs. Visit our returns page for more information on how to return an item.

Where do I ship my return?

Visit our returns page for more information on how to return an item.

How should I ship my return?

Free Return shipping is available for any item under 80 lbs. Visit our returns page for more information on how to return an item.

Products

Air Conditioners

Do all portable AC's need to be vented?

Yes, all portable air conditioners need to be vented. If the hot air is not exhausted outside the room, it means the unit will have to work harder, use more energy, and it can even damage the unit. Make sure you use the exhaust hose and window kit to vent your air conditioner properly.

What does auto-evaporating or self-evaporating mean?

During the air conditioning cycle, moisture is removed from the air, so the air feels dryer and more comfortable. Typically, that moisture is collected in a bucket inside the air conditioner which must be frequently emptied. In an auto-evaporative air conditioner, most of that water is recycled and used to help cool the unit's compressor. This means the bucket doesn't need to be drained as often - in dry climates, you might never have to empty it at all. It also allows the air conditioner to operate more efficiently, so you save money on energy costs.

What does an ionizer do?

Some air conditioners include the extra feature of an air ionizer. Negatively charged ions collect clusters of pollen, dust and odor from the air, and then are trapped in the ACs air filters. The result is cleaner, fresher air.

How do you clean the filters on an air conditioner?

If you're using your air conditioner on a daily basis, you should clean the filters at least every two weeks. When the filters get clogged with dust and dirt, the air conditioner can't circulate air properly, and it will overheat and burn out. Fortunately, filters are easy to clean. First, pull the filter frame from its slot. Use a vacuum cleaner to remove built-up dust, and then run the filter under warm water to clean it. Let it air dry completely before replacing it in the air conditioner.

The activated carbon filter that comes with your portable air conditioner should be replaced at least once every season, depending on use.

How do you drain an air conditioner?

Most air conditioners have a drain on the bottom rear of the unit. The easiest way to empty it is to take it outside on a deck or patio and just open it until it is empty. But if you don't have a patio, you can place a shallow pan under the drain, open it, wait till the pan is nearly full, close the drain, empty the pan, and repeat until the tank is empty.

Can you alter the air conditioner's hose to it a preexisting opening?

No, you should not alter the air conditioner's exhaust hose. Making the hose smaller will constrict the air flow that has been recommended by the manufacturer. The unit will have to work harder to push air through the opening and could end up damaged.

Evaporative Coolers

Do I have to make sure all my windows and doors are shut when the evaporative cooler is running?

No, evaporative coolers work well when a window or door is open in the room you are trying to cool. Unlike a portable AC, evaporative coolers bring fresh air into the room you are trying to cool instead of recirculating the air.

How often does an evaporative cooler need to be cleaned?

To avoid the swampy smell that often accompanies a "swamp cooler", we recommend cleaning your unit every 3 months with regular use. However if you have hard water, we recommend cleaning the unit once a month to avoid mineral buildup.

How do you clean the filter on an evaporative cooler?

In order to keep your evaporative cooler running efficiently and to keep the natural air filtration working effectively, we recommend you clean the dust filters regularly. You can clean the dust filter by gently washing it under running water.

How often do the evaporative cooler's cooling pads need to be changed?

Check to make sure the cooling pads are in good condition. If they weren't removed prior to end-of-season storage, your swamp cooler's cooling pads should be replaced at the beginning of the summer and during mid-season maintenance. If the pads are found to be cracked, they will need to be replaced. In fact, cooling pad inspection may even need to be performed even more frequently based on the quality of your local water supply.

Wine Fridges

Can the NewAir wine coolers be built-in?

No. The wine coolers we carry are unable to be built in because there are vents on the back and sides of the wine coolers. The wine coolers need a minimum of 6" on each side and on the back to allow proper air flow. If the unit is built into cabinetry, the life of the unit may be lowered.

Will champagne bottles fit in the wine cooler?

Yes. The wine coolers have removable shelves that allow room for champagne bottles.

How do thermoelectric wine coolers work?

Thermoelectric wine coolers operate using a heat pump that has no moving parts, and uses no chemical coolants or refrigerants. This makes them an environmentally-safe choice for keeping wine cool Read more here .

Ice Makers

Do NewAir ice makers store ice?

The only unit that will store ice for an extended period of time is the AI-500ss; this is because this unit is designed to be built into cabinetry. The portable ice makers will only store ice for short periods of time. If the ice melts in the portable ice makers then that water will be recycled into the water tank.