Frequently Asked Questions

Order Questions

Q: When will my order ship?

A: Usually, we ship all orders out within 48 hours of purchase. Sometimes this schedule can be delayed due to holidays and/or weekends.

Q: How much is shipping?

A: We charge a flat rate fee of $9.95 for all orders shipping to the contiguous United States. If your order is shipping outside of the contiguous United States (Alaska, Hawaii, Canada, etc.) then we will email you with the additional freight charges after you place your order. Once you've approved these charges then your order will be released for shipment.

Q: Will I be charged Sales Tax?

A: We charge sales tax based on the shipping address on the order. If you live in a state where we charge sales tax, then sales tax will be calculated at the time you enter your shipping address. 

Q: How will my order be shipped?

A: Most orders ship via Fedex or USPS. If the order is less than 9 pounds, however, it will be shipped FedEx SmartPost. If your package ships FedEx SmartPost, then this just means your package will be delivered by your local USPS driver. All other packages will be delived by the FedEx Home Delivery team.

Q: I've ordered the wrong size. How do I return my order?

A: Please visit our Shipping & Returns page for the full instructions on how to return your filter.

Q: Tracking says order has been delivered but you never received it?

A: When your order ships, you will receive an email with the tracking number. You can use this tracking number to keep up with the status of your shipment. If the tracking information says your order has been delivered, but you did not receive the package, please call us within 7 days of the stated delivery. We can be reached at 847-669-3175 Monday - Friday 8am - 6pm EST. Or, you can email us at support@filtersusa.com . If we do not receive notification of the missed delivery in a timely fashion, then we will not be able to assist in the retrieval of the package.

Q: What are the full exclusions and requirements for promo codes?

A: For promo codes that include free shipping, your sub-total must be over the specified amount (before taxes and shipping charges are added) for the code to work. Free shipping only applies to orders that are shipping within the contiguous US and will be shipped using our standard shipping method. Percent off promo codes exclude the following categories: water filters, custom filters, commercial and industrial filters, UV lamps, face masks and appliances. Percent off promo codes also exclude the following brands: Abatement Technologies, Aprilaire, Broan, Bryant, Carrier, GeneralAire, GermGuardian, Goodman, Honeywell, Lennox, Payne, Source 1, Trane and Tri-Dim. We reserve the right to end or modify any offered discounts at any time. Please feel free to email us at support@filtersusa.com if you have any questions. 

 

Product Questions

Q: Can I make face masks out of the media in your filters?

A: Per our product engineers, we strongly discourage trying to convert any of our air filters into a face mask. There are many factors that can make the homemade mask ineffective. In order for the mask to work correctly, it must properly fit and seal against the face. Any air that bypasses the mask defeats the purpose of the mask. During the conversion from filter to face mask, holes or orther defects could be made, further reducing protection. The media used in filters for HVAC / Air Purifier applications are not intended to be used as a face mask. The media contains fiberglass which can be harmful when used to breathe through in close application such as a mask.

Q: What is the difference between an OEM filter and an Aftermarket filter?

A: OEM stands for Original Equipment Manufacturer. Basically, an OEM filter is the brand name filter. Aftermarket filters are generally manufactured by third-party companies and these filters a replacements for the OEM filters. Usually, aftermarket filters are considered a lower-cost alternative to the OEM filters. In most instances the aftermarket filters are built to the same specifications of the OEM filters. 

Q: What does MERV stand for?

A: MERV stands for Minimum Efficiencry Reporting Value. Basically, the MERV rating is an indication of how efficient the filtration media is. The higher the MERV rating the smaller the particles the filter captures. 

Q: What information do I need to be able to locate my correct filter?

A: It's always best to know your unit's model number and brand. With this information, you should be able to easily locate the filter you need. If you know your filter number, that's even better. If you need a specific sized filter, like a 16x25x1, then you most likely will not need to know your model number as these are common sizes.

Q: What does Actual Size and Nominal Size mean?

A: Certain filters are assigned a nominal size AND an actual size. The nominal size is usually the size that is printed on the side of the filter, or the size that is listed in the product title on a website. The size represents the closest whole number to that particular filter's measurement. The actual size is the actual size of the filter if you were to get a tape measure out and measure the filter. For example, 20x25x5 would be the nominal size, while 19-3/4 x 24-1/2 x 4-3/8 is the actual size. This is why it's important to know the size of your filter and your model number to ensure you order the correct filter.

Q: What does HEPA mean?

A: HEPA stands for High Efficiency Particulate Arrestance. A filter that is labeled a HEPA filter has to meet HEPA qualifications by removing at least 99% of particles that are 2 microns or larger. HEPA filters are generally used in room air purifier units, but can sometimes be used in whole house air cleaners. 

Q: How do I convert an Electronic Air Cleaner to accept a Media Filter?

A: This is a common question we are asked and there are several steps to this process. Please visit the How to Convert Electronic Air Cleaner to Accept a Media Filter page to view those step-by-step instructions.


Customer Service

Q: How do I contact you?

A: If you'd like to speak with one of our customer service representatives, you can give us a call at 847-669-3175 Monday - Friday between 8am - 6pm EST. You can also visit our Contact Us page and fill out the contact form if you prefer this method or if we aren't available by phone. We also have chat agents available during normal business hours to assist you.