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Shipping
The PSE&G Marketplace only allows for shipping to your validated PSE&G service address. Note that we do not ship to P.O. boxes or outside of the utility service territory. A confirmation email will be sent with the shipment tracking number after your order has shipped. For any questions regarding returns or shipping, please call 1-877-334-1723.
Most orders will ship via FedEx. The tracking number will be included in your shipment confirmation email, after your order has shipped. You can use the FedEx website to track your shipment and setup notifications for delivery.
Product Return Information
Eligible Time Period: 30 Days from Delivery Date
Items not eligible for return: products that have been opened or installed. For returns of smart thermostats and connected home items, it is suggested that customers insure their return shipment, so that if the product is damaged in transit, the customer can file a claim with the shipping company.
To be eligible for a refund, all products must be returned unopened. When returning products, all customers are responsible for ensuring products are packaged securely so they are in resaleable condition. Once the item has been safely returned and processed, customers will receive a credit in an amount equal to the purchase price. The credit will be applied to the credit card used to make the original purchase. Additional details are provided in the Returns Process section below.
Orders With Missing or Incorrect Products
Orders must be inspected by customers within two (2) business days from the delivery date. Delivery date is determined by the date associated with the shipment tracking number. Be sure that you have received the complete list of items you have ordered. If an item has been back-ordered, it will be noted on the packing list and the item will be shipped as soon as it is available. If you received items you did not order, we will send you a prepaid return shipping label for you to return the incorrectly shipped merchandise. We will ship a new order for the correct merchandise within one (1) business day.
Return of Damaged Products
Orders must be inspected by customers within two (2) business days from the delivery date. Delivery date is determined by the date associated with the shipment tracking number. If an order has arrived damaged, you should notify the supplier, Franklin Energy, within two (2) business days of delivery date. Franklin Energy will ship replacements at no cost. Some items, such as smart thermostats, will need to be returned to Franklin Energy prior to a replacement being sent. Franklin Energy will notify you if any of the damaged items need to be returned and will send you a prepaid return shipping label to do so.
Defective Item Returns
If a smart thermostat or connected home item is deemed truly defective by the manufacturer, as opposed to incompatible, contact the device manufacturer to discuss replacement. The returns of such items is subject to the applicable manufacturer’s warranty and return policies. See below for additional details.
Any other defective items are subject to the applicable manufacturer warranty and the return processes noted below. Please contact us at 1-877-334-1723 to determine if a replacement is required. If so, one will be shipped at no cost.
Defective Google Nest Products:
Support: https://support.google.com/googlenest/gethelp
Call: 1-855-469-6378
Defective ecobee Products:
Support: https://support.ecobee.com/s/
Call: 1-877-932-6233
Defective Sensi Thermostats:
Support: https://sensi.copeland.com/en-us/support
Call: 1-888-605-7131
Defective Honeywell Home Thermostats:
Support: https://www.honeywellhome.com/us/en/support/
Call: 1-800-633-3991
Return Process
You may request a return of most new, unopened items (see Eligible Time Period: 30 days from delivery date above for more details) within 30 days of delivery for a full refund. Franklin Energy will pay the return shipping costs if the return is a result of our error (e.g., you received an incorrect or damaged item, etc.).
Franklin Energy will send you Return Merchandise Authorization (RMA) documentation that must be placed inside the return shipment package. You must also print the RMA number on each package in order for returned material to be received by Franklin Energy. The retuned order must be shipped to Franklin Energy within 15 days of the RMA issuance date to be eligible for a refund.
Returned items must be received by the supplier, Franklin Energy, in “like new” condition and in the original packaging to be eligible for a refund.
The return shipping cost is the responsibility of the customer, unless the return is a result of an error made by Franklin Energy, in which case, Franklin Energy will send you a return shipping label.
The return shipping cost is the responsibility of the customer, unless the return is a result of an error made by Franklin Energy, in which case, Franklin Energy will send you a return shipping label.
The customer may choose their return shipping carrier; prices differ per carrier and the item being returned.
If you need to return an item, please contact us with your order number and details about the product you would like to return. We will respond with instructions for how to return items from your order.
Shipping & Returns for Best Buy Fulfilled Products
Return Policy
You may return products fulfilled by Best Buy within 30 days of the shipment date.
Please note:
- Returns will not be accepted after the 30-day window.
- Your return must be in transit with the carrier before the 30-day period ends. Returns shipped after this window will be rejected.
How to Request a Return
To initiate a return:
- Contact us to request a return for a Best Buy fulfilled item.
- We’ll reach out to Best Buy to start the return process.
- Once initiated, we’ll send you the Best Buy return form to complete your return.
Missing Items
If something is missing from your order:
- Contact us within 5 business days of the shipment date.
- We’ll contact Best Buy to review the issue.
- Best Buy will decide whether the missing item will be reshipped.
Please note:
- A new shipping address may be requested for reshipments.
- Reshipments for items over $200 will require a signature upon delivery.
- Best Buy may deny reshipment if there have been multiple failed delivery attempts or if fraud is suspected.
Damaged or Defective Items
If your item arrives damaged or defective:
Contact us immediately and provide the following:
- For damaged items:
- A photo showing the entire product
- Close-up photos clearly showing the damage
- For defective items:
- A description of the defect
Important:
- If Best Buy provides a return label, it does not guarantee a refund.
- The Best Buy returns center will review the item and decide whether to issue a credit.
- If a credit is denied, the item will be returned to you with a letter explaining why.
Please note:
Replacements will not be shipped while the damaged or defective product return is under review. Best Buy will determine if a replacement is approved after their evaluation.