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CONTACT US

Do you have questions regarding products, rebates, or checkout? You can chat, call, or email us at service@smudenergystore.com.

SMUD Energy Store Support

Live Chat: Open the green "Chat" window at the bottom of your browser to be connected with a representative.
  • Ideal for quick questions and order support.
  • Available Monday – Friday, 9am – 9pm EST, excluding federal holidays.
  • Ideal for checking order status & product questions.
  • We'll reply by the end of the next working day, often much sooner.
  • Ideal for checking order status & product questions.
  • Available Monday – Friday, 9am – 9pm EST, excluding federal holidays.

SMUD Billing and General

  • Phone number for SMUD billing and general account information.
SMUD Website: smud.org

FREQUENTLY ASKED QUESTIONS

Overview

What is SMUD Energy Store?

  • SMUD Energy Store is an online store that facilitates the purchase of energy-saving products and services while offering instant rebates at the point of sale for certain products.

Black Friday Deals

  • Black Friday sale offers valid through Wednesday, 12/4/2019, 11:59 p.m. ET, while supplies last. Not applicable to prior purchases. Select offers may be extended. Instant rebates available exclusively to qualified SMUD residential customers. Rebate limitations apply where applicable. 30-day return policy applies. Free shipping on orders over $49. Shipping restrictions may apply. If you return all or some of the merchandise, the dollar value of these promotions will not be refunded or credited to your account. May not be redeemed for cash.

How do I find products on SMUD Energy Store?

  • SMUD Energy Store currently offers a selection of the leading energy-saving products, some of which are eligible for SMUD's residential instant rebate programs. You can view each of the available products by selecting a product category from the navigation menu and by clicking on each product for more details.

How do I review a product?

  • You can add a review of a product by clicking on the product, scrolling down to “product reviews” and clicking “write a review.”
Rebates

Which products are eligible for rebates?

It's our goal to make upgrading your home easy and affordable. Below each listed product, you'll see a tag and quick description of any available rebates.
  • Thermostat rebates are $50 for qualifying thermostats. There is a limit of two per account per year.

Is everyone eligible for a rebate?

Different products have different rebate eligibility criteria, but you must first be a residential customer of SMUD in the state of California. There are many factors that affect rebate eligibility, such as customer type (Residential, Commercial) and limits on products. Most reasons are listed below:
  • Brand new SMUD customers may take up to 30 days for their rebate information to be available
  • Customer accounts may have reached a limit on certain products and will not receive rebates beyond the designated limit.

How do I apply rebates?

When products in your cart are eligible for an instant rebate, an “Apply instant rebates” button will appear.Click “Apply instant rebates” and complete the verification process by entering your SMUD service address or SMUD account number or signing in using your SMUD My Account username and password.

  • Your instant rebate will be automatically applied after verification and agreeing to the terms and conditions.

What other rebates does SMUD offer?

Warranty Provisions
  • All product warranties are provided by the product manufacturer. Please visit the product manufacturer website for all warranty information.
Installation
C-Wires
  • Some thermostats require a C-Wire to power the device, like the Honeywell thermostats and ecobee SmartThermostat offered on this store.
  • If you do not have a C-Wire on your existing thermostat, there are products in the market that act as an adapter (type “thermostat c-wire adapter” into your favorite search engine), or a contractor can help you install the device.
  • Make sure to check your current wiring before purchasing any thermostat, and consult the installation information shown above.
Payment Information

What payment forms are accepted on the Energy Store?

  • We accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club.

Why wasn’t I able to complete my online credit card transaction?

  • Please check that you input your credit card information correctly. If you continue to experience issues, you can contact us by calling us toll free at +1 (844) 307-0443 or send an email to service@smudenergystore.com .
Order Infomation

How can I view and print my online order confirmation?

  • You can view your order information using the order confirmation email we send to you.

How do I track my order?

  • The tracking information will be included in the shipping confirmation email we send to you.
  • Note: during peak seasonal and promotional periods, shipping estimates may be slightly delayed 3-5 business days. Please be on the lookout for your tracking email.

The item I bought is now on sale. Can I get a price match?

  • Because sales and promotions have strict dates set by the manufacturer, our company policy does not allow us to price match orders placed before or after the advertised sale period. We apologize for any inconvenience.

Can I cancel an order?

  • In order to get your order to you as quickly as possible, we begin processing your shipment immediately after you hit "submit". This means that unfortunately, we are unable to cancel orders for in stock items.

What if I received a damaged product?

Why is my item on backorder?

  • On rare occasions, popular products can be temporarily sold-out, but we are usually back in stock quickly. If you would like to adjust your order in the event of any delay, please contact us toll free at  +1 (844) 307-0443  or send an email to service@smudenergystore.com .
Privacy
Your privacy is very important to us. You can see the details of the SMUD Energy Store Privacy Policy here. For your convenience, here are links to the Privacy Policy of each of the thermostat manufacturers with thermostats in this store:
Other Questions

Who runs SMUD Energy Store?

  • SMUD is pleased to offer these services through our partners at Uplight. As an authorized program implementer, Uplight is responsible for all services provided through SMUD Energy Store.

SHIPPING

How are shipping fees calculated?

  • At this time, we offer free shipping on all orders over $49. For orders under $49, we offer $5 flat rate shipping.

When will my order be shipped?

  • Orders are typically shipped within 2-6 business days after the order is placed.

Are there any shipping restrictions?

  • Customers can ship to any location within the state of their service address. For all Nest orders, shipping is not available to PO boxes or military bases.

Do you offer expedited shipping?

  • At this time, we do not offer expedited shipping. You will receive a tracking number as soon as we release your order for shipping so you can track its progress.

Can items from the same order be shipped to different addresses?

  • If you need deliveries to different addresses, please place a separate order for each shipping address.

Can I reroute a package that has already been sent out to me?

  • You will receive a tracking number for your shipment as soon as we release it to the delivery company. We cannot adjust your shipping address once your order has shipped. However, you may be able to call the delivery company with your tracking number and request a reroute, but that is between you and the delivery company.

RETURNS

What is your return policy?

  • If you are not satisfied with your order, you can return it for any reason with all parts and product packaging intact within 30 days for a full refund. To initiate a return, please chat in, contact us toll free at +1 (844) 307-0443 or send an email to  service@smudenergystore.com.
  • For ClipperCreek HCS-40R, returns must have prior authorization from SMUD Energy Store Order Support. All returns must be made within 30 days of the original purchase date. Package goods securely in original package or reasonable substitute and mark the RMA number on the outside of the box. Collect shipments or shipments without a clearly identifiable RMA number will be refused. Returned goods damaged due to inadequate return packaging may not receive full credit. All goods returned for reasons other than warranty are subject to a 20% restocking charge. No cash refunds will be given. Return shipping costs are not refunded and return shipping label costs may be deducted from the final refund. Restocking fees: Typically, a restocking fee is charged when the product is used or comes back in damaged condition. In the case that the product cannot be used or installed, the restocking fee may be reduced or waived as long as the product comes back in new/unused condition.

Are there any items that I can’t return?

  • All items available for purchase on our site are eligible to be returned.

Will you provide a shipping label for my return?

  • If your return is due to a damaged/defective product or because of an error on our part, contact us and we’ll provide a pre-paid return label. For all other return reasons, the customer is responsible for the cost of the return shipping.

When will I receive my credit?

  • Once we received your returned product and verify that all parts and the product packaging is intact, we will issue a refund to your card within one business day. Please note that depending on your credit card company, a refund credit can take up to 7 days to appear on your card statement.

What if I receive the wrong product?

  • If your return is because of an error on our part, contact us and we’ll provide a pre-paid return label. Please contact us toll free at  +1 (844) 307-0443 or send an email to  service@smudenergystore.com and we’ll send you return instructions and the pre-paid shipping label.
  • If you are not satisfied with your order, you can return it for any reason with all parts and product packaging intact within 30 days for a full refund. To initiate a return, please chat in, contact us toll free at +1 (844) 307-0443 or send an email to service@smudenergystore.com.
    • Once we received your returned product and verify that all parts and the product packaging is intact, we will issue a refund to your card within one business day. Please note that depending on your credit card company, a refund credit can take up to 7 days to appear on your card statement.
    • If your return is because of an error on our part, contact us and we’ll provide a pre-paid return label. Please contact us toll free at  +1 (844) 307-0443  or send an email to service@smudenergystore.com and we’ll send you return instructions and the pre-paid shipping label.