FAQ

Shipping Questions

Q. Who do you ship with?

A. We ship with FedEx Freight.

Q. How can I track my order? I received my tracking number by email and the link doesn’t work.

A.This technical issue can happen sometimes but if you copy/paste the tracking number on the carrier’s website, it will work. 

→FedEx’s website: https://fedex.com/apps/fedextrack/?action=track

Q. How long does it take to get a tracking number and when will I receive my unit ?

A. All orders are usually shipped within 1 to 3 business days of receiving payment, unless otherwise stated. Naturally, shipping times vary depending on your location. The tracking number will be emailed to you as soon as your order departs from our facility. Please note that the tracking number will give you an estimated delivery date. 

Q. Do I have to be home for delivery?

A. Yes, you have to be home for delivery. FedEx will contact you to schedule a delivery appointment. That’s why it’s important to give us the best phone number to reach you. 

Q. Where are you located?

A. Our head office is in Montreal, Canada but if you are located in the United States, we will ship your order either from Vermont, Georgia or California.

Q. Is the shipping included?

A. Yes the shipping is included for all orders that are $500 and more.

Q. What is your return policy?

A. Our return policy is 30 days. Once your order is placed, any cancellations are subject to minimum 15% handling, processing, palletizing, and restocking fee (on unopened items) using the same method under which payment was originally made.The shipping costs are always non-refundable. Important: All returns are carefully inspected upon receipt. Refunds are administered based on the conditions stated above. All products must be in the original packaging and must not have been used, modified or installed.  

Q. What do I have to do if my unit gets damaged upon delivery?

A. If your unit gets damaged upon delivery, please refuse it and sign for damaged. It’s important to call us right away so we can ship you a new one. 



Sales Questions

Q. If I purchase more than one unit, can I get a better deal?

A. Yes, that’s possible, you just have to call us at 1800-668-9551, extension 8 for sales department and one of our sales representative will be happy to assist you.

Q. Where can I find detailed information on each unit?

A. By clicking on any unit on our website, all the info you need will be described under the unit. The specifications sheet is there too.

Q. What is the difference between the Leto series and the Aura series?

Aura

Leto

All energy star certified except for the 36000 BTU

No energy star rating

Operates at -22 F/-30 C

Operates at -5F/ -15 C

7 years warranty on the compressor and 3 years on the parts

5 years warranty on the compressor and 2 years on the parts

SEER Rating (20+)

SEER 15

Lower annual operating costs

Less annual savings, but the price is significantly cheaper than the Aura


Q. What sizes of line sets do you offer?

 A. We offer 16ft., 25 ft. and 50 ft. line sets.Please note that only the 16 ft. are included by default. Every line set upgrade is $50. Please note that the flare size varies depending on the indoor unit. It’s ¼ and ⅜ for a 9000 BTU. ¼ and ½ for a 12000 or 18000 BTU and ⅜ and ⅝ for a 24000 or 36000 BTU.

Q. What size system do I need?

A. It depends on how many square footage you want to heat or cool.

9000 BTU

12000 BTU

18000 BTU

24000 BTU

From 100- 500 sq ft.

From 500-800 sq ft.

From 800- 1250 sq. ft

From 1250-2000 sq. ft


Note: The 36000 BTU can heat/cool up until 2250 sq. ft.

Q. Are your units pre-charged?

A. Yes, up until 25 feet. You need to add refrigerant if the line set is longer than 25 feet.

Q. What type of compressor do you have?

A. Our compressor is Toshiba (GMCC compressor)

Q. Is everything I need included in my order for installation?

A. Yes, everything is included except the electrical wiring that connects to the power supply.



Technical Questions

Q. What is the warranty on your products?

A. Depending on which series you want, warranty for the Aura is 7 years on the compressor and 3 years on the parts. Warranty for the Leto is 5 years on the compressor and 2 years on the parts.
 
Q. Do you cover labor?

A. No we don’t.

Q. How do I send my warranty information?

A. You can either submit it via email to: support@senville.com or send it online on www.senville.com

Q. Can you recommend any HVAC technicians?

A. We unfortunately do not carry a list of technicians but you can go on HomeAdvisor, Yellow Pages/ White Pages or Craigslist and look for a certified technician.

Q. If I have a problem with my unit, what do I do?

A. You can email our technical support by email at support@senville.com or call us at 1800-668-9551 and dial extension 10 for tech. support.

Q. Can I do the installation myself?

A. Yes, but if you want to have the warranty activated, the last step (vacuum the line sets) has to be done by a professional licensed technician (HVAC technician or electrician that has a license #)

Q. Where can I find installations manuals?

A. You can find them on this link: https://senville.com/installation-manuals/ 

Q. I have an error code, what do I do?

A. You can send an email and one of our technicians will give you a detailed procedure.

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