How can we help?

Carrier is here to help you create and enjoy a healthier home. We are happy to assist you with questions about products or orders. You can email us: athomesupport@carrier.com

Call us at: 1 (888) 320-0909

Product
  • Where in the room should I place my air purifier?

    The air purifier allows for 360-degree air intake, so place the unit on a flat surface at least 12 inches away from the wall or other objects, away from HVAC vents, and close enough to plug into a nearby electrical outlet without using an extension cord.

  • Is there anywhere in my home I should avoid placing the air purifier?

    • Do not use the product near flammable substances or if there is a gas leak.
    • Do not use the product in places exposed to high humidity, oil, grease, or water.
    • Do not install the product in direct sunlight or near a heating vent.
    • Avoid installing the product within 3 feet of TV or electronic appliances.

  • What is Three Level Filtration?

    The air purifier uses a three-stage filter to remove airborne pollutants from indoor air.
    STAGE 1: Pre-filter to remove large dust and particles
    STAGE 2: High efficiency filter to remove over 99% of particles as small as 0.3 microns
    STAGE 3: Activated carbon filter to remove odors from the air before returning to the room

  • What size air purifier do I need for my room?

    • The air purifier is appropriate for rooms as large as 400 square feet.
    • The air purifier XL is appropriate for rooms as large as 550 square feet.

  • Does the air purifier monitor the air quality in my home?

    The air purifier includes a built-in monitor that detects fine particles in the air. A color-coded air quality indicator light communicates your room's indoor air quality as either Good, Moderate, Bad or Very Bad, based on dust density and particles in the air.

  • What do the numbers on the display monitor mean?

    • The display will show the current fan speed when the unit is powered on and running.
    EXAMPLE: F5 means it is on the level 5 fan speed, F10 is the level 10 speed, etc.
    • Eighteen fan speeds are available and can either be manually selected on the control panel or automatically managed through the Smart Auto mode.

  • What is Smart Auto operation?

    Smart Auto operation automatically manages fan speed based on the sensor reading to improve the quality of your indoor air. Just set it and forget it!

  • What is Turbo Fan operation?

    The Turbo Fan function sets the unit to the highest fan speed to increase the amount of cleaner air returned to the room to the highest level. Turbo Fan speed can be used to quickly address odors or fumes in the area that you want to quickly remove from the air.

  • Is the air purifier "child proof"?

    Using the Safety Lock function, you can set the air purifier so children cannot operate the unit.

  • How do I turn off the LED light?

    Touch the LED icon on control panel along the edge of the top of the air purifier.

  • When I touch the Wi-Fi® symbol on the control panel at the top of the unit, nothing happens. Can I connect the air purifier to Wi-Fi®?

    Only the Carrier Smart Air Purifier or Carrier Smart Air Purifier XL with Wi-Fi® connectivity (coming soon) can connect to Wi-Fi®. If your Wi-Fi® symbol does NOT light up, you did not purchase the Wi-Fi® version and it cannot connect to Wi-Fi®.

  • How often should I change my filter?

    We recommend replacing the filter every 6-12 months, or when the filter replacement icon appears on the unit's display. Replacement time may vary depending on the number of hours used and/or the environment in which the air purifier is used. If the filter replacement icon does not come on after 12 months, we recommend changing the filter at that time.

  • If it's been 6 months since I changed the filter and the filter replacement icon is not illuminated, can I leave the filter in place?

    Yes, however we recommend replacing the filter after 12 months even if the filter replacement icon is still not illuminated. During this time, you can clean the pre-filter with a vacuum cleaner or soft brush.

  • How do I clean the pre-filter?

    Between filter replacements you can clean the pre-filter with a vacuum cleaner or a soft brush.

  • How do I order a new replacement filter?

    You may purchase replacement filters for your air purifier by visiting our Products page, adding the appropriate replacement filter for your air purifier model to your cart, and following the standard checkout process.

  • Are the included casters required to be installed on the air purifier?

    Installing the included casters is optional. However, many owners will enjoy the convenience of rolling the air purifier from room-to-room once the casters are installed.

Indoor Air Quality Education
  • Do I need an air purifier in my home?

    An air purifier can be a helpful addition to most homes. According to the EPA, "indoor levels of pollutants may be two to five times — and occasionally more than 100 times — higher than outdoor levels."* And, from the EPA, "When used properly, air cleaners and HVAC filters can help reduce airborne contaminants including viruses in a building or small space."**

    *https://www.epa.gov/iaq-schools/why-indoor-air-quality-important-schools#:~:text=EPA%20studies%20of%20human%20exposure,percent%20of%20their%20time%20indoors.
    **https://www.epa.gov/coronavirus/air-cleaners-hvac-filters-and-coronavirus-covid-19

  • I already have a whole-home air purifier or filter system. Will I benefit from purchasing a air purifier?

    When used in conjunction with your whole-home air purifier or filter, an air purifier provides additional air filtration benefits for a specific space.

  • How does the air purifier remove odors?

    As a part of it's three-level filtration, the air purifier uses a carbon filter to help remove some odors from your room's air.

  • What size particles can be filtered with the air purifier?

    With it's high-efficiency filter, the air purifier is over 99% effective in capturing airborne particles as small as 0.3 microns.

  • Does the air purifier eliminate secondhand smoke?

    While the air purifier does not eliminate secondhand smoke, it can filter portions of the particulate matter in second hand smoke that is 0.3 microns or larger. However, some secondhand smoke particulate could be smaller, and any amount of secondhand smoke remaining will continue to pose a health risk to those exposed.

  • Does the air purifier eliminate the coronavirus?

    The air purifier has not been specifically tested for its ability to eliminate coronavirus. However, according to the EPA, "By themselves, portable air cleaners and HVAC filters are not enough to protect people from the virus that causes COVID-19. When used along with other best practices recommended by CDC and others, filtration can be part of a plan to protect people indoors."*

    * https://www.epa.gov/coronavirus/air-cleaners-hvac-filters-and-coronavirus-covid-19

  • What pollutants can be filtered with the air purifier?

    The air purifier, with three-stage filtration can remove dust, pollen, mold, bacteria, and any airborne particles with a size of 0.3 microns from air that enters the filter.

  • What is PM 2.5? What level is acceptable?

    PM is an abbreviation for particulate matter. The number next to PM generally refers to the diameter of the particle pollutant measured in micrometers. According to the EPA, "PM 2.5 pollutants consist of fine inhalable particles that are generally 2.5 micrometers and smaller". It is ideal to have the lowest level of particulate matter in the air around you as they can pose the greatest health risks.*

    The monitor on the air purifier will illuminate different light colors based on the PM 2.5 level detected in the room in accordance to the EPA standards for PM 2.5 exposure.
    • Blue color: Good air quality
    • Green color: Moderate air quality
    • Yellow color: Unhealthy air quality
    • Red color: Very unhealthy air quality

    * https://www.epa.gov/pm-pollution/particulate-matter-pm-basics

  • What are air changes per hour?

    Air Changes per Hour (ACH) refers to the number of times the air in a given space will be turned over or filtered within an hour. The number of air changes per hour depend upon several factors such as ceiling height, room width and length, as well as the amount of airflow within a space. Airflow in a space can be increased with a fan or other means of introducing or moving the air in the space.

  • What is a CADR rating?

    To help understand the efficiency of your air purifier, Clean Air Delivery Rate (CADR) is a rating system designed by The Association of Home Appliance Manufacturers (AHAM) as a consistent measurement of performance across products in the market. CADR is a measure of the amount of filtered air delivered by the room air cleaner.

  • What is the CADR rating of the air purifier?

    • Air purifier- Smoke CADR- 267, Pollen CADR-329, Dust CADR-278
    • Air purifier XL- Smoke CADR-362; Pollen CADR-439; Dust CADR-383

  • What is MERV?

    The Minimum Efficiency Reporting Value (MERV) is the standard comparison of an air filter’s efficiency. The MERV scale ranges from 1 (least efficient) to 16 (most efficient) and measures a filter's ability to remove particles from 0.3 to 10 microns in size.

    Higher MERV rated filters can cause a pressure drop and resulting drag on HVAC equipment, depending on the system. Please consult with your local Carrier expert for the recommended MERV size for your system.

Payments, Orders & Cancellations
  • What methods of payment are accepted?

    We accept most major credit cards, including Visa, Mastercard, American Express, and Discover.

  • Where do I find my purchase receipt?

    Upon purchase, a detailed summary of your order will be emailed to the email address associated to your account. You may also view your order history with detailed purchase receipt at any time by logging into your account and viewing your account information. On the Account Information page, your past orders will display under the Order History section. To view the details of the order, click on the "View Order" link next to the order number you would like to review.

  • How long will it take to process my order?

    Upon confirmation of your order, Carrier makes every effort to process it the same day. Most in-stock orders received by 9:00 PM Eastern Time Monday - Friday will usually be shipped same day. We do our best to ensure that all orders are processed and delivered as quickly as possible, however, some orders may take longer depending on circumstances. If you have a question about your order, please contact us at 1 (888) 320-0909.

  • How can I check the status of my order?

    If you checked out as a guest and did not create an account with us, you can use our Guest Order Status Form to check order status.

    To check the status of your order:
    1) Log into your account to view your account information. Your past orders will display under Order History section.
    2) Under the Order History section, click on the "View Order" link next to the order number you would like to check. The order details will be displayed.
    3) Under the Shipping Address section, you will notice the Fulfillment Status. If the Fulfillment Status is listed as "Unfulfilled", your product has not yet been shipped. If the Fulfillment Status is listed as "Fulfilled," your product has been shipped to the shipping address associated to your order. We do our best to ensure that all orders are processed and delivered as quickly as possible; however, some orders may take longer depending on circumstances.

    You may also track your package directly via the tracking number provided in your email, by clicking on the "View Order" button from your order confirmation email and opting into tracking the order via the SHOP app (app download required), or you may opt-into getting shipping updates by text by clicking on the "Get Shipping Updates by Text," entering your phone number, and clicking the Submit button. Updates by text are subject to Shopify's messaging terms. Standard text rates may apply.

    For questions about your order, you may contact us at 1 (888) 320-0909 and our team will be happy to assist you.

  • How do I view my previous orders?

    You may view your order history at any time by logging into your account and viewing your account information. On the Account Information page, your past orders will display under the Order History section. To view the details of a specific order, click on the "View Order" link next to the order number you would like to review.

  • Why is my order delayed?

    Your order may be delayed if an item you ordered is was not in stock at time of order or transit time by the package carrier has been delayed. If you have a question about your order, please contact us at 1 (888) 320-0909.

  • How do I cancel my order?

    If you checked out as a guest and did not create an account with us, you can use our Guest Cancellation Form to cancel your order.

    If you have an account, to cancel an order:
    1) Log into your account to view your account information. Your past orders will display under the Order History section.
    2) Under the Order History section, click on the "View Order" link next to the order number associated to the product you would like to return. The order details will be displayed.
    3) If your order is still in an "unfulfilled" status, you may initiate a cancellation by clicking on the "Cancel Order" button.
    4) Click the "Cancel Order" button and fill out the "Request Order Cancellation" form. Select the reason for cancellation in the drop-down menu and add any additional comments as needed in the comments box.
    5) Once ready, click on the Submit button to submit your order cancellation request. Upon submitting your cancellation request, you will receive an email confirming your order cancellation and details.

  • I have a coupon code. How do I use it?

    If you have a coupon code, you may enter it during checkout. Enter your coupon code into the "coupon code" text box and click the "Apply" button. If the coupon code has been successfully applied, you will notice the discount applied to the product and subtotal.

Shipping & Delivery
  • How much will it cost to ship my order?

    All orders are shipped with a standard free Ground shipping option. We do our best to ensure that all orders are processed and delivered as quickly as possible; however, some orders may take longer depending on circumstances.

  • How long will it take to ship my order?

    Most in-stock orders received by 9:00 PM Eastern Time Monday - Friday will usually be shipped same day. We do our best to ensure that all orders are processed and delivered as quickly as possible; however, some orders may take longer depending on circumstances. If you have a question about your order, please contact us at 1 (888) 320-0909.

  • Can you ship outside of the USA or have any delivery restrictions?

    At this time, Carrier only ships to delivery addresses within the United States. We are not able to deliver to PO boxes or APO/FPO/DPO addresses, or international addresses at this time.

  • How do I change where my order should be shipped?

    If you would like to change where your order should be shipped, please contact us at 1 (888) 320-0909.

  • I have an issue or question about my order. Who do I contact?

    If you have an issue or question about your order, please contact us at 1 (888) 320-0909 and our team will be happy to assist you.

Warranty & Returns
  • How do I return a product and get a refund?

    If you checked out as a guest and did not create an account with us, you can use our Guest Return Form to initiate a return.

    If you have an account, to return a product:
    1) Log into your account to view your account information. Your past orders will display under the Order History section.
    2) Under the Order History section, click on the "View Order" link next to the order number associated to the product you would like to return. The order details will be displayed.
    3) Click the "Return Order" button above the Billing Address section.
    4) Complete the Return Order form displayed. Be sure to select the product you would like to return and the appropriate return reason. Next, fill in any additional comments about your return within the form. Upon review of your return request, you will receive an email with a return shipping label that can be printed out and attached to the box.

    Refunds are processed upon verified receipt of returned product.

  • The product I received was delivered damaged or defective. How do I replace my product with a new one?

    If the item you received was delivered damaged or defective, please complete the Return Order form on the website. On the return order form, select the product you would like to return and the appropriate return reason, then fill in any additional comments about your return within the form. Upon review of your return request, you will receive an email with a return shipping label that can be printed and attached to the box. Once your item is returned, you may purchase a replacement product on the website by following the standard checkout process.

  • How long from the time of purchase do I have to return my product?

    You may return your product up to 30 days from original purchase.

  • How long does it take to process a refund?

    Refund time can vary depending on the time it takes to ship back the product. Refunds are processed upon verified receipt of returned product.

  • Are there any fees associated to returning a product?

    For many returns, there are no fees associated to returning a product in it's original packaging. However, there are specific scenarios in which you will be responsible for packaging, return label and shipment fees. For questions about your return, please contact us at 1 (888) 320-0909 and our team will be happy to assist you.

  • Can I return more than one product at once?

    Yes, you may return more than one product at once. To return more than one product, please ensure to select each product you would like to return within the Return Order form, fill in the return reason, and add additional comments about the reason for your returns as necessary.

  • Can I return a product if it was opened?

    Yes, generally if the product is unused and in original condition, opened products may be returned.

  • What are the warranties of your products?

    Our room air purifiers have a standard one-year limited warranty. Registering for your warranty is not required. Warranties are not available for filter products.

    To file a warranty claim, please contact us at 1 (888) 320-0909.

  • How do I file a warranty claim?

    To file a warranty claim, please contact us at 1 (888) 320-0909.

  • How do I get a shipping label for the product(s) I want to return?

    After filling out and submitting the Return Order form, you will receive an email with a shipping label that can be printed out and attached to the box. If you do not receive a shipping label within 1-2 hours of your return request, please contact us at 1 (888) 320-0909.

  • How do I return a product I received as a gift?

    Please contact the original purchaser of the product to initiate a return on the website by filling out the Return Order form (accessible with their order details) within 30 days of original purchase.

  • Do I have to return the product in its original packaging?

    If possible, when returning a product, please return in new, unused, or original packaging. While returning the product in its original packaging is ideal, we understand there are situations that would cause returning in the original package not possible. If returning a product in its original packaging is not possible, please obtain a new box from your local shipping store with proper packing protection and send back to us with a return shipping label on the front.

Account & Privacy
  • How do I create an account?

    To create an account:
    1) Click on the profile icon at the top-right of the page to be taken to the Login page.
    2) Click on the "Create Account" button.
    3) Enter your first name, last name, email address, and password. Make sure the password you create cannot be easily guessed. We recommend making your password at least 8-10 characters using a combination of uppercase characters, lowercase characters, numbers and special characters.
    4) Click the Create button. You will receive an email notification asking you to verify your account.
    5) Follow the directions in the email notification to verify your account.

  • How do I login to my account?

    To login to your account:
    1) Click on the profile icon at the top-right of the page to be taken to the Login page.
    2) Enter the email address associated to your account.
    3) Enter the password associated to your account.
    4) Click the "Sign In" button.

  • I don't remember my password. How do I reset it?

    To reset your password:
    1) Click on the profile icon at the top-right of the page to be taken to the Login page.
    2) Click on the "Forgot your password" link.
    3) Enter the email address associated to your account.
    4) Click the "Submit" button. An email will be sent to you with a link to update your password.
    5) Follow the directions in the email to update your password.

  • How do I log out of my account?

    To log out of your account:
    1) Click on the profile icon at the top-right of the page to be taken to the Account Information page.
    2) Click on the Log Out link on the top right side of the Account Information section of the page.

  • How do I update/edit my saved account details?

    You may update your details at time of check out or update your saved details at any time by visiting the Account Information page, and clicking on the area you would like to update. For example, to update your address from the Account Information page, click on the saved address. Under your address, you may click the "Edit" button to edit your address details. Once ready, click on the "Update Address" button to save your edits. You may also add a new address by clicking on the "Add A New Address" button and filling out the form.

  • How do I sign up for email communications to hear the latest from Carrier @ Home?

    If you are logged into your Carrier at Home account during check out, you may opt-into marketing communications by selecting the checkbox next to the message "I agree to receive marketing communications including a request to provide a rating and review of products I purchase from Carrier @ Home." and completing your checkout.

  • I no longer wish to receive email communications from Carrier. How do I unsubscribe?

    To unsubscribe from future marketing email communications, click on the "unsubscribe" link at the bottom of the emails. You may also uncheck the checkbox next to the message "I agree to receive marketing communications including a request to provide a rating and review of products I purchase from Carrier @ Home." during any future check outs.

  • I received a suspicious email or phone call from Carrier. What should I do?

    Carrier will never email or call you directly asking for your account information, personal information or payment information. If you have received a suspicious email, please report it immediately and contact us directly at 1 (888) 320-0909.

  • What are your privacy policies and terms?

    Your privacy is important to us. Please visit our Privacy Policy, Terms of Use, Terms of Sale, and CA Privacy Rights (for California Residents) pages to learn more.

Working with a Carrier Expert
  • How do I find a local Carrier expert for further indoor air quality consultation?

    Qualified Carrier experts can evaluate your home's unique requirements and help determine the right indoor air solution fit for carbon monoxide monitoring, whole home air purification/filtration, humidification, dehumidification, ventilation, and mold and bacteria buildup inside your HVAC system. Connect with a Carrier expert by visiting: www.carrier.com/dealers and scheduling your indoor air consultation today!

  • I requested an appointment with a Carrier expert and never got a response. What do I do?

    If you contacted a Carrier expert but have not gotten a response within 24-48 hours, please visit www.carrier.com/dealers to find another Carrier expert near you.