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Customer Service
- Shipping & Delivery
- Privacy & Security
- Return Policy
- Placing and Viewing Orders
- Updating Account Information
- Shipping & Delivery
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Shipping Status:
After you have placed an order, you may track your order via the tracking number generated at the time your order is shipped. An email confirmation will be made available after your order is shipped; the tracking number with pertinent carrier information will be included. Additionally, you may track your orders through your Account Dashboard located on our website.
Shipping Restrictions:
Gamma Hydronics ships only to North America. This includes Canada, Mexico, and the United States (including all territories of the U.S.)
Shipment Times:
Generally, all stock orders placed before 2 P.M. Monday – Friday will ship within one to two business days. Orders placed via Overnight Shipping will be shipped as soon as possible. Gamma Hydronics does not ship on national holidays.
Shipping Carriers and Options:
Gamma Hydronics ships orders via Fed Ex and Common Carrier. There are multiple options available to the customer for specific shipping options (ground, 2-day, express etc.). These options are presented at the time of purchase, along with a shipping calculator which allows the customer to select the most appropriate shipping option.
Freight Shipments:
Some larger items are unable to be shipped by standard shipping. These larger items will be delivered via freight shipping. Freight orders can be delivered to private home addresses, but additional charges may apply. It is the sole responsibility of the delivery service to move your shipment to the back of the truck; you are responsible for unloading and moving your shipment.
Special Orders:
Some products sold by Gamma Hydronics must be specially manufactured, and therefore take longer to ship. Customers have the option to have items shipped separately so the in-stock items are shipped right away, while the special order items are shipped when they are completed, this is called “Partial Shipment.” The customer also has the option to wait until their entire order is complete and together until its shipped, this is known as “complete shipment.”
The option of partial or complete shipment will be determined by an email response from the customer. If no response has been received in 48 hours, Gamma Hydronics will proceed with partial shipment in order to send the customer as much of the order as possible as soon as possible.
Free Sample Shipping:
Orders consisting solely of free samples (PERT Piping) will be shipped for free. No Credit Card information is required on orders consisting solely of samples.
International Orders:
The only international sales we offer are to Canada at this time. Due to uncertainty of brokerage fees and duties on certain items, when ordering from Canada the only payment option is "Purchase Order." Any number or purchase description may be entered as a P.O. number. Once the order is placed through the website it will be reviewed and any necessary duties and fees will be assessed. One of our sales representatives will then contact you via the phone number provided on the check out page to confirm the final price and process your credit card information. . - Privacy & Security
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Information collected by Gamma Hydronics
Gamma Hydronics collects a variety of information about customers through interactions with www.gammahydro.com, email correspondence, and telephone conversations. This information consists of but is not limited to: Name, Shipping Addresses, Billing Addresses, Phone number, Email address, and Order History
Gamma Hydronics does not store Credit Card information; all credit information is processed by a third party (www.cybersource.com). As a result, Gamma Hydronics never knows a customer’s credit card information. This offers greater protection for both the customer and the merchant.
Please view this diagram to see a more in-depth explanation of how Cybersource.com works to protect your credit information while completing the settlement. (Authorized.net is a sub-company of Cybersource.com) http://authorized.net/resources/howitworksdiagram/
Information Sharing
Gamma Hydronics does not share ANY information with third parties. All information gathered is used strictly to maintain our customer database and deliver the best service possible to our customers. Email Privacy
Gamma Hydronics sends out periodic announcement and promotions via email in addition to emails generated from orders placed and orders shipped. If you wish to be taken off our email list, please send an email to support@gammahydro.com stating so. However, you will still receive email confirmations for orders.
How secure is the information collected by Gamma Hydronics?
Gamma Hydronics works to protect the security of your information by using Secure Sockets Layer (SSL) software which encrypts information you input at www.gammahydro.com. Our website is a GoDaddy.com secure website; you may click the button at the bottom of any page for more information. It is important for you to protect against unauthorized access to your account. Be sure to sign off when finished when using a shared computer, and never share your password with anyone. Gamma Hydronics will never ask for your Credit Card number or Account Name and Password in an email; if any email like this is received, please email support@gammahydro.com and we will investigate the situation further. - Return Policy
In Stock Items:
All regularly stocked items may be returned with a valid “Return Goods Authorization.” (RGA) An RGA is generated when a customer wishes to return an item for any reason. To initiate an RGA, the customer must call Gamma Hydronics (413-842-6628) and speaker to an employee about the specific situation. Once the Gamma Hydronics employee has deemed an RGA to be the appropriate measure, Gamma Hydronics will email the customer a printable RGA form. This form should be printed and included in the return shipment.
The customer is responsible for paying return freight.
Also, there is a 25% restocking fee for all returned items. When the returned goods are inspected and deemed to be re-saleable
(never having been installed), Gamma Hydronics will issue a credit to the credit card used from the original order.
Specialty Items
All specialty items are non-returnable. These items (unique radiators and towel warmers) are made specific to the needs of each individual situation. Due to the specificity of these items, customers are unable to order them online; you must call Gamma to place an order. This is done in an attempt to make sure the customer purchases the proper item for their radiant heat needs.
Packaging Errors
Open all packages immediately and check contents. Gamma Hydronics makes every effort to avoid mistakes. But, if you received the wrong item or are short any item, contact us within two businesses days. Gamma Hydronics will issue a Return Goods Authorization and pay for the return shipping for the wrong merchandise. Gamma Hydronics will then ship the correct items at no additional cost.
Shipping Damage
Inspect the outside of packages before signing for them. If there is damage to the package, the customer may refuse to accept it or make a note with the carrier of the damaged carton and accept the shipment. For products damaged in shipment with no obvious damage to the packaging, please notify Gamma Hydronics or the carrier immediately (must be within two business days of signing for the shipment). Damaged Goods
If there happens to be a damaged item in your order after you have accepted the shipment, please contact support@gammahydro.com for further information. Please keep all packing materials. Once the issue is resolved, Gamma Hydronics will work with the shipping company to replace the damaged item at no charge.- Placing and Viewing Orders
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Placing an Order
You may complete an order at anytime once you have added atleast one item to your Cart. Click "Checkout" to begin placing your order; this will bring you to "Checkout" page. Once at the Checkout page, you may review your order to verify the correct quantity and products are in your shopping cart. Additionally, there is a Shipping Calculator which may be used to estimate shipping costs.
When you are ready to place your order, click the "Proceed to Checkout" button located on the right side of the page. This will bring you to the "Checkout Method" step in which you can use your Log in information, Register a new account, or checkout as a Guest. If you choose the 'checkout as Guest' option, your information will not be stored permenantly, and you will not accrue any rewards or reward dollars. Also, if you checkout as a Guest, you will not be able to log into your Gamma Hydronics Account to check the status of your order; you will have to wait for e-mails to update you as to the status of your order.
After you have selected your desired Checkout Method, you will be prompted to complete your Billing Address, Shipping Address, Delivery Options and Payment Information.
NOTE: Gamma Hydronics does not store any Credit Card information, so each time you place an order, you will have to re-enter your Credit Card information.
Once all fields have been completed, you may review and place your order by pushing the "Place Order" Button. You will recieve an E-mail confirmation shortly to confirm Gamma Hydronics recieved your order.
You will recieve another E-mail once your order has been shipped providing you with a Tracking Number.
Viewing an Order
Once an order has been placed, you may view the status of it at any time by logging into your account and viewing your "Dashboard." To reach your Dashboard, simply click on "My Account" at the top of any Gamma Hydronics page while signed in. From your Dashboard you will be able to view all recent orders. Click 'View Order' on any order you wish to see Order details including: Billing Address, Shipping Address, Products Ordered and Grand Total.
Once your order has been shipped, a blue link will appear at the top of that specific "View Order" page. This link will bring you to a page that lists your tracking number for that order. You may use this tracking number to track your oder with the specified carrier.
Ordering Specialty Radiators
Due to the custom individuality of most radiators sold by Gamma Hydronics (Stock Radiators excluded), you are unable to add specialty radiators to your online shopping cart. We require you to call Gamma Hydronics to order these specialty products.
We do this for good reason. By speaking directly to one of our experts, we assure you that you are buying the exact right radiator for your job. Additionally, since specialty radiators are custom, they cannot be returned. By making sure we sell you the correct radiator, we are protecting you from purchasing the wrong, un-returnable product. - Updating Account Information
- You may log into your account at any time by selecting "Log in" and entering your username (e-mail) and password. From the User Control Panel (AKA "My Dashboard"), you may edit a variety of information you have entered about yourself including: Contact Information, Billing Address, Shipping Address, Email Address and Password. Again, this information is kept only to provide you with speedy and reliable service. This information is not shared with any third party. For More information on the information we store about you, see our Privacy and Security section.