Reach us

Write to [email protected]. A person reads it. We answer in the order things arrive, which usually means a day or two, longer over a holiday week.

What this inbox is good for

• Sizing. Tell us the equipment and the room and we will say what we would put behind it, or tell you the load is too big for one unit.
• A part number you cannot place. Send it as it appears on the label, including the suffix, and we will tell you what it is and what replaced it.
• Something wrong on a page. A specification that contradicts itself, a broken link, a photo that does not match the description. These get fixed.
• Which of two units to buy. We will give you a straight answer, including when the answer is that the cheaper one is enough.

What goes to our retail partner instead

Everything after the order button. Where the parcel is, when it arrives, changing an address, cancelling, sending something back, getting money back, and any question about payment. They took the order, so they are the only ones who can see it. Their order page has the tracking and the returns process on it.

We cannot look up an order, change one or start a return on your behalf, and asking us costs you the time it takes us to say so.

If it is a warranty question

Warranty on the hardware itself is separate from the shop that sold it. Have the model number and, if you can find it, the serial from the sticker. See returns desk for how the two differ.

Where the post goes

That is the Chicago address the brand has carried since the West 35th Street works, and it is where paper correspondence belongs. Email is faster for everything else.

Read it as an address on a letter and nothing more. It is not a shop and not a showroom: there is no counter, no stock on a shelf and nothing to try out, so a journey to it would be wasted. It is not a returns depot either, and hardware sent there will not reach the shop that sold it, because the shop holding your order is the only party who can accept it back. Anything to do with an order goes to them, not into an envelope.