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Shipping & Tracking
When will my order ship?
An order is typically shipped within 4 to 6 weeks of receiving your enrollment request and delivered two to seven business days after it has shipped. Please access your order tracking number and link in the shipping confirmation email for the most accurate delivery information.
How do I track my order?
The tracking number and link will be included in the shipping confirmation email we send to you.
Do you offer expedited shipping?
At this time, we do not offer expedited shipping.
Are there any shipping restrictions?
The store is set up to only allow for shipping within the Duke Energy service territory and all products purchased must be installed at your Duke Energy service address. Note that we do not ship anywhere outside of the Duke Energy service territory.
Returns & Cancellations
What is your return policy?
We want you to be satisfied with the products purchased from us but are unable to refund products that have been installed, for which the original packaging has been destroyed, or that are otherwise not in original condition and resalable. You are responsible for returning products in a safe, unbroken condition, so please pack returns carefully.
If the return is not a result of our error (you received an incorrect or damaged item, etc.), a credit equal to the product purchase price, minus a 20% restocking fee, will be issued to you through the same payment method you used to pay for the order upon receipt of the item. See Returns Process below.
Incorrectly Shipped Orders
Eligible Time Period: 30 days from delivery date
Inspect your order within 2 business days from delivery date. If you received items you did not order, we will send you a prepaid FedEx shipping label for you to return the incorrectly shipped merchandise. We will ship a new order for the correct merchandise within one business day.
Damaged Item Returns
Eligible Time Period: 30 days from delivery date
Inspect your order within 2 business days from delivery date. If an order has arrived damaged you should notify the supplier, AM Conservation (AMC), within 2 business days of delivery date. AMC will ship replacements at no cost. AMC will notify you if any of the damaged items need to be returned and will send you a prepaid FedEx shipping label to do so.
Returns Process
You may request a return of most new, unopened items within 30 days of delivery for a full refund. AMC will pay the return shipping costs if the return is a result of our error (you received an incorrect or damaged item, etc.).
- Items must be returned within 45 days of invoice to be eligible for credit.
- Returned items must be received by the supplier AM Conservation (AMC) in new condition and in the original packaging to be eligible for a refund.
- AMC will send a Return Authorization (RA) which must be placed inside the return shipment package and RA number printed on each package for returned material to be received at AMC.
- Return shipping cost is the responsibility of the customer unless the return is a result of an error made by AMC, in which case, AMC will provide a return shipping label via email.
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 quickly with instructions for how to return items from your order.
What if I receive a damaged product?
Eligible Time Period: 30 days from delivery date.
Inspect your order within 2 business days from delivery date. If an order has arrived damaged you should notify the supplier, AM Conservation (AMC), within 2 business days of delivery date. AMC will ship replacements at no cost. AMC will notify you if any of the damaged items need to be returned and will send you a prepaid FedEx shipping label to do so.
Will you provide a shipping label for my return?
Return shipping cost is the responsibility of the customer unless the return is a result of an error made by AMC, in which case, AMC will provide a return shipping label via email.
When will I receive my refund?
Once we've received your returned product and verified that the return is complete, we will issue a refund to your original payment method within two business days. Please note that depending on your credit card company, a refund may take seven to 10 business days to appear on your statement.
Have questions about a return or shipping?
If you have questions about shipping, an existing return or are having issues submitting your request, call 855.465.3450.
Receipt & Confirmation
Where can I access my order confirmation receipt?
When you completed your purchase, the Duke Energy Save Energy & Water Kit Store sent you an order confirmation email to the email address you provided during check out. This is your receipt / proof of purchase.
If you no longer have access to your order confirmation email, please contact us.
Other Questions
My question isn’t here. What do I do?
There is a separate page for questions regarding general Duke Energy Save Energy and Water Kit Store FAQs.
