Customer Help Center

Frequently Asked Questions

Welcome to the BookSunrise Help Center. Here you’ll find answers to common questions about ordering, payments, shipping, returns, products, and customer support. If you need additional assistance, our team is always happy to help.

Orders

How do I place an order?

Browse our online store, select the products you wish to purchase, add them to your cart, and complete the secure checkout process using Stripe. After your order is successfully placed, you will receive an order confirmation by email.

Can I modify my order after placing it?

If your order has not yet entered processing, please contact our Customer Support team as soon as possible. While we will do our best to accommodate your request, modifications cannot be guaranteed once order processing has begun.

Can I cancel my order?

Orders may be cancelled before they enter processing or shipment. Once an order has been processed or shipped, cancellation may no longer be possible. In such cases, customers may still be eligible to return the product in accordance with our Returns & Refund Policy.

Will I receive an order confirmation?

Yes. After completing your purchase, an order confirmation email will be sent to the email address provided during checkout. If you do not receive it, please check your spam folder or contact our support team.

Can I place an order by phone?

At this time, orders are placed through our secure online checkout only. If you have questions before purchasing, our customer support team will be happy to assist you.

Payments

Which payment methods do you accept?

BookSunrise currently accepts secure online payments through Stripe.
Available payment methods may include major credit and debit cards depending on your location and Stripe availability.

Is my payment information secure?

Yes. Payments are processed through Stripe using industry-standard encryption and secure payment technology. BookSunrise does not store your complete payment card information on our website.

In which currency are prices displayed?

All prices on BookSunrise are displayed in United States Dollars (USD).

Why was my payment declined?

Payment authorizations are handled by your payment provider. If your payment was declined, please verify your payment information or contact your bank or card issuer for additional assistance.

If the problem continues, please contact BookSunrise Customer Support and we will gladly assist you.

Shipping

Where do you ship?
We currently ship exclusively within the United States. At this time, international shipping is not available.
Do you offer free shipping?
Yes. We offer free standard shipping on all eligible orders delivered within the United States.
What is your order processing time?
Orders are typically processed within 1–3 business days after payment has been successfully confirmed.
How long does shipping take?
Estimated transit time is 2–5 business days. Total estimated delivery time is generally 3–8 business days, depending on your location and carrier operations.
Which shipping carriers do you use?
Orders are shipped using trusted carriers such as USPS, UPS, or FedEx depending on destination, package size, and service availability.
Will I receive tracking information?
Yes. Once your order has been shipped, you’ll receive an email containing your tracking information so you can monitor your delivery.

Returns & Refunds

What is your return policy?
Eligible products may be returned within 14 days after delivery, provided they are unused, in their original condition, and returned with the original packaging.
Do I have to pay for return shipping?
No. Approved returns include a prepaid return shipping label at no additional cost.
How long does it take to receive a refund?
Refunds are processed within 14 days after the returned item has been received and successfully inspected.
Do you charge a restocking fee?
No. BookSunrise does not charge any restocking fees for approved returns.
Which products cannot be returned?
The following items are generally not eligible for return:
  • Products that have been used.
  • Products damaged after delivery due to customer handling.
  • Personalized or custom-made items.
  • Final sale items where clearly indicated.

Products

Are your products genuine?
Yes. We carefully source products through trusted suppliers and established distribution partners. Our goal is to provide genuine products along with accurate product information and transparent customer service.
Do you manufacture the products you sell?
No. BookSunrise is an independent online retailer. We do not manufacture products. We purchase inventory from trusted suppliers and distributors before offering it through our online store.
Do you inspect the products?
We work with trusted suppliers and carefully review product information before listing products in our store. If you experience any issue with your order, our customer support team will be happy to assist you.
What products do you specialize in?
BookSunrise specializes in genuine HVAC products, including residential and commercial boilers, tankless water heaters, HVAC refrigerants, replacement parts, and related accessories.
Can I request additional product information before ordering?
Absolutely. If you have any questions regarding specifications, compatibility, availability, or general product information, please contact our Customer Support team before placing your order.

Business Information

Where is BookSunrise located?
BookSunrise operates as an online retailer serving customers throughout the United States.

Business Mailing Address:


1175 Glendale Ave
Sparks, NV 89431
United States

Can I visit your business address?
No.

BookSunrise does not operate a retail showroom and does not accept customer visits at this location.

Our address is provided solely for business correspondence and approved product returns.

Please contact Customer Support before sending any return.

How can I contact BookSunrise?

Email
contact@booksunrise.shop



Phone
+1 (775) 358-9559

Privacy & Security

Is my personal information secure?
Yes.

Protecting customer information is extremely important to us.

Our website uses secure encryption technologies to help protect personal information during checkout and communication.

For complete details, please review our Privacy Policy.

Do you store my payment information?
No.

Payments are securely processed by Stripe.

BookSunrise does not store your complete payment card information.

Do you use cookies?
Yes.

Our website uses cookies to improve website functionality, remember customer preferences, analyze website performance, and provide a better shopping experience.

Please see our Privacy Policy for additional information.

Warranty

Do your products include a warranty?
Warranty coverage depends on the individual product and manufacturer.

Where applicable, warranty information is provided on the product page or supplied with the product documentation.

If you have questions regarding warranty coverage before purchasing, please contact our Customer Support team.

Customer Support

How quickly do you respond?
Our goal is to respond to customer inquiries within one business day.

Requests received outside normal business hours will be answered as soon as possible on the next business day.

How can I receive assistance faster?
Please include the following information when contacting us:
  • Your Order Number (if applicable)
  • Your Full Name
  • Your Email Address
  • A clear description of your question or issue

Providing complete information helps our team assist you more efficiently.

Still Need Help?


Our Customer Support team is always happy to assist you with product questions, order information, shipping, returns, or general inquiries.

We are committed to providing transparent communication and reliable customer service before and after every purchase.

 

Contact Customer Support