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Frequently Asked Questions


Q. How can I set up an account with AC Pro?

A: Simply register for an online account by filling out the registration form.

If you already have an AC Pro account and want online access, please have your account number handy when registering. Otherwise, select “I do not know my account number” and we will research the information at the time of review.

Providing your contractor’s license # and EPA certificate at the time of registration will speed up the approval process.

Once registered, you will have general access to the store, however, it may take up to 24 hours for your account to be fully approved and synced with our entire catalog.

You may also apply for a line of credit by following the instructions on our Credit Application.

 

Q. What if I forget my password?

A: Click on “Forgot Your Password?” under the Sign-In button then enter your email address and click Submit. An email with instructions for resetting your password will be sent to the email address on file.


Q. How can I add/remove a sub-account user to my account?

A: If you are the main account holder, you may add sub-accounts and choose the access level that each sub-account has. When signed in as the main account holder, under the My Account button click on “Sub-Accounts”.

You can add an unlimited amount of sub-accounts.

You can also assign the following permissions for each sub-account:

• Orders – View all orders or user’s orders only

• Addresses – Edit and add shipping address or view addresses only

• Pricing – Hide pricing or view pricing

You can remove sub-accounts by clicking on the delete icon next to the user’s name under the sub-account menu.


Q. How can I update my billing or shipping address?

A: If you are the main account holder or a sub-account user with address permissions, you may edit the billing or shipping address by clicking on “Address Book” under the My Account button.


Q. Can I keep a credit card on file?

A: Yes, you may add a credit card to your online account during checkout by clicking on the box “Save to Account” in the Payments section under the credit card information.

You may also add a credit card to the online account through the My Account menu.

Please note, updating the credit card online will not update the in-store credit card on file or vice-versa. For your protection, we do not transfer credit card data between systems.

We accept Visa, Mastercard, Discover, and American Express.


Q. Can I look up an older order?

A: Yes, under the My Account button you may view your order history, both online and in-store orders are listed here. You can also search by AC Pro Order # or your PO #.


Q. Can I change my home branch?

A: Yes, under the My Account button, click on the bold branch selection at the very top of the My Account menu. A window will open where you can select a different branch.

By changing your home branch location, the inventory shown on product pages will default to that branch’s inventory.

Also, by changing your home branch, this will change the default store that will be processing your order.


Q. Why can’t I see pricing on certain items?

A: If you cannot see pricing on certain items, it is most likely that your account is missing information such as your contractor’s license # or EPA certificate. Please contact our customer service team to resolve any missing information.

Otherwise, if you have a sub-account you may not have the permissions from your Main Account holder to view pricing. Please check with your Main Account holder first, if you are a sub-account user who cannot see pricing.


Q. Why is the Quantity in Cart field pink on some items?

A: There are select furnaces that are unavailable in California due to state regulations. If your shipping address is a California address, the site will prevent you from ordering the incorrect item.


Q. Can I change my order pickup location without changing my home branch?

A: Yes, during checkout after selecting “Store Pickup” in the Billing Information section, click on the dropdown menu within the Shipping Method section, then select the store you’d like to pick up from. This will be for this specific order only and will not change your home branch.


Q. Can I ship to my job site address?

A: Yes, during checkout under Shipping Information, you can add the job site address to the order by selecting the dropdown menu and clicking “New Address” at the very bottom.

If this is an address you’d like to save for future orders, select the box to “Save in Address Book” then click continue.


Q. Can I use AC Pro Delivery to ship to my job site?

A: Yes, AC Pro Delivery trucks will deliver within Southern California and Nevada.

You may select the delivery date and provide any shipping instructions in the Shipping Method section during checkout. If you need the order delivered by the next day please place the order by 3PM PT.

If your job site is outside of our local delivery area, we have the option to ship via USPS or UPS.


Q. What if I cannot find an item on the online store?

A: If you cannot find an item on the online store, we suggest that you first ask one of our customer service representatives for assistance via chat or phone call. Otherwise, you may easily place a special order by clicking on the Special Order button found on the Shopping Cart page.

Special orders will be reviewed and responded to by your home branch within 24 hours. You may include pictures, drawings, or documents to help provide more details about the special order.


Q. Can I change the order of my items in my Order Template?

A: Yes, you can drag the items up or down the list within the Order Template page. When signed in, click on the Order Templates button next to the My Account button. Select the order template you would like to edit then click on the three grey bar symbol to the left of the item’s picture and drag the item up or down the list. The order template will automatically save in the order you arrange it.