Questions and Answers

We have been operating since 2010. Please visit our about us page to learn more about our team and family values.

The easiest way to locate dealers is by calling customer service directly and outlining your specific requirements so we can put you in touch with the dealer best suited to your needs.

No, we do not offer a money back guarantee.

Yes, New Air will send a service technician, run a diagnostic to verify a defect and will then decide whether to exchange or refund.

The easiest way to check if your unit is still covered by warranty is to call the dealer you purchased your unit from.

For more information on our buy-back policy, please call customer service.

All shipping costs will be reimbursed or covered by us if your product is under warranty, you follow our process, and you receive an authorization number. If you attempt to return the unit by yourself, we will not cover your shipping cost. Our first goal is always to try and resolve the issue over the phone or send a technician to repair your equipment.

Yes, this is the suggested course of action in 99%+ of all cases.

If the product is still covered under warranty and the return was authorized, we do not charge a restocking/buy-back fee. If you aren’t sure if your product is still covered please contact your dealer.

All compressors are protected under warranty for 5 years. If your compressor is still under warranty you may file a claim online. If you have other questions or aren’t sure if you are under warranty, please contact your dealer or reach out to our support department.

All shipping costs will be reimbursed or covered by us if your product is under warranty, you follow our process, and you receive an authorization number. If you attempt to return the unit by yourself, we will not cover your shipping cost. Our first goal is always to try and resolve the issue over the phone or send a technician to repair your equipment.

No, our liability is limited to the replacement or repair of parts and the corresponding labour only.

Typically, once a claim is processed a technician is present within 24-48 business hours.

Please notify us as soon as possible and we will conduct a follow up investigation with the technician and the customer.

No, we will provide you an authorization number and assign a qualified service technician to your case. We understand that urgency and quick response are critical for your business, but repairs arranged outside of our official process are not eligible for reimbursement and may void your warranty if performed incorrectly.

Once New Air Refrigeration has provided an authorization number and assigned a service technician to the claim, the service technician will follow up directly with the customer to coordinate and schedule the repair as efficiently as possible.

New Air uses straight time labour to calculate all labour charges incurred during a repair or a replacement. Straight time labour means all work is conducted during regular business hours, at a regular rate.

A Reach-In is designed to hold packaged products (juice, bottled sauces, etc.) and open food containers (trays of chopped vegetables, fruits, pasta salads, etc). A Merchandiser is designed to store packaged products only. The interior of the cabinet is not made to encounter food. If open food is stored in a merchandiser, the acidic gases emanating from the food will damage the evaporator and ultimately will pierce it over time. This will then result in the need to replace the evaporator, which can be very costly.