Frequently asked questions

Quick answers about orders, shipping, returns and choosing the right tankless water heater.

Can’t find your answer? Visit our buying guides or contact us.

Frequently asked questions

How do I place an order?

Add products to your cart and check out. You will receive an order confirmation email immediately and a shipping confirmation with tracking when your order ships (from our warehouse or, for some items, directly from the manufacturer or distributor).

Which payment methods do you accept?

Visa, Mastercard, American Express, Discover, PayPal, Apple Pay and Google Pay. See payment and security.

Where do you ship and how much does it cost?

We ship to all 50 United States. Standard shipping is free on orders over $149.97 and $12.95 below that. Orders ship in 1–2 business days and arrive in 5–17 business days. See the shipping policy.

What is your return policy?

You can return unused, uninstalled items in original packaging within 30 days of delivery. There is no restocking fee and returns for damaged, defective or incorrect items are free. See the return and refund policy.

Can I cancel or change my order?

Yes, until it ships. Email Help@tankless-water-heater.shop with your order number as soon as possible.

What does open box or refurbished mean?

Open box units have had their box opened; most were never installed, and the listing says if a unit was briefly installed or minimally used. Refurbished units have been restored and tested by the manufacturer or an authorized refurbisher. The condition is shown on every listing. See the product condition policy.

Do products come with a warranty?

New units carry the manufacturer’s warranty. Open-box and refurbished units carry the warranty stated on the product page, and some refurbished units are sold with no warranty (the listing says so). Many manufacturers require professional installation. See the warranty policy.

Do you install or repair water heaters?

No. We are an online retailer and do not provide installation, repair or maintenance services. Use a licensed plumber, electrician or gas fitter. Our installation guide explains what to ask.

How do I choose the right size tankless water heater?

Size by the flow (GPM) of the fixtures you run at the same time and your temperature rise. Our sizing calculator does the math, and we are happy to check the result.

Should I choose gas, propane or electric?

Usually the fuel your home already has. Gas and propane suit high demand and cold climates; electric suits homes without gas and smaller loads but often needs a large electrical service. See gas vs electric tankless water heaters.

How often should a tankless water heater be flushed?

Most manufacturers recommend descaling about once a year, and more often with hard water. See how to flush a tankless water heater.

Do you charge sales tax?

Sales tax is calculated at checkout based on your shipping address where we are required to collect it.

How can I contact you?

Email Help@tankless-water-heater.shop, call +1 (450) 425-5986 (Mon–Fri, 9:00 AM–5:00 PM Eastern Time), or use our contact page.