FAQ

Senville Support
Frequently Asked Questions
Browse shipping, sales, and technical answers below.
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Shipping Questions
Tracking, delivery scheduling, returns, and damage claims.
Q. Who do you ship with?
A. We ship with FedEx Freight.
Q. How can I track my order? I received my tracking number by email and the link doesn’t work.
A.This technical issue can happen sometimes but if you copy/paste the tracking number on the carrier’s website, it will work.
Q. How long does it take to get a tracking number and when will I receive my unit ?
A. All orders are usually shipped within 1 to 3 business days of receiving payment, unless otherwise stated. Naturally, shipping times vary depending on your location. The tracking number will be emailed to you as soon as your order departs from our facility. Please note that the tracking number will give you an estimated delivery date.
Q. Do I have to be home for delivery?
A. Yes. For freight deliveries, an adult must be present to receive the shipment. FedEx will contact you to schedule a delivery appointment, which is why it’s important to provide a valid phone number at checkout.
If your order is shipped by FedEx Ground, a scheduled appointment is not required.
Q. Where are you located?
A. Our headquarters are in Montreal, Canada, and we ship from distribution centers in Fort Worth, TX and York, PA to ensure fast delivery across North America.
Q. Is the shipping included?
A. Yes the shipping is included for all orders that are $500 and more.
Q. What is your return policy?
A. Most products may be returned within 30 days of delivery, provided they are unused, uninstalled, and in their original packaging. A return authorization is required before sending anything back.
Return shipping costs, including the original outbound shipping, are the responsibility of the customer. Once the returned item is received and inspected, an approved refund will be issued minus any applicable shipping or restocking fees.
Items that have been installed, used, damaged, or returned without authorization may not be eligible for a refund.
If the return is related to a warranty issue or a shipping error, our support team will review the case and provide specific instructions.
To start a return please visit Senville Return Center.
Q. What do I have to do if my unit gets damaged upon delivery?
A. If your unit arrives damaged, please refuse the delivery and make sure the damage is clearly noted with the carrier. Then contact us immediately so we can assist and arrange a replacement.
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Sales Questions
Product selection, line sets, sizing, and differences between series.
Q. If I purchase more than one unit, can I get a better deal?
A. Yes, that’s possible, you just have to call us at 800-242-4935, extension 1125 for the sales department, and one of our sales representatives will be happy to assist you.
Q. Where can I find detailed information on each unit?
A. You can find detailed information on each unit directly on its product page. Simply click the unit on our website to view features, specifications, and the specification sheet.
Q. What is the difference between the Leto series and the Aura series?
Aura Leto
All energy star certified No energy star rating
Operates at -22 F/-30 C Operates at -5F/ -15 C
10 years warranty on the compressor and 5 years on the parts 5 years warranty on the compressor and 5 years on the parts
SEER Rating 21+ SEER 21 or under
Lower annual operating costs Less annual savings, but the price is significantly cheaper than the Aura
Q. What sizes of line sets do you offer?
A. We offer 16 ft, 25 ft, and 50 ft line sets. The 16 ft line set is included by default with most systems.

Please note that flare sizes vary by system capacity:

  • 9,000 & 12,000 BTU: ¼" and ⅜"

  • 18,000 BTU: ¼" and ½"

  • 24,000 & 36,000 BTU: ⅜" and ⅝"

Q. What size system do I need?
A. It depends on how many square footage you want to heat or cool.
9000 BTU 12000 BTU 18000 BTU 24000 BTU
From 100- 450 sq ft. From 450-750 sq ft. From 750- 1250 sq. ft From 1250-1700 sq. ft
Note: The 36000 BTU can heat/cool up until 2250 sq. ft.
Q. Are your units pre-charged?
A. Yes, all our mini split air conditioners and heat pumps are pre-charged.
Q. What type of compressor do you have?
A. Our compressor are GMCC Inverter Technology.
Q. Is everything I need included in my order for installation?
A. Yes, everything is included except the electrical wiring that connects to the power supply.
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Technical Questions
Warranty, labor, troubleshooting, manuals, and support contact.
Q. What is the warranty on your products?
A. Warranty coverage depends on the series you choose. Aura series systems include a 10-year compressor warranty and a 5-year parts warranty, while Leto series systems include a 5-year compressor warranty and a 5-year parts warranty.
Q. Do you cover labor?
A. No, labor is not covered under warranty.
Q. How do I send my warranty information?
A. You can submit your warranty online by clicking here.
Q. Can you recommend any HVAC technicians?
A. You can find a list of our recommended technicians by clicking here.
Q. If I have a problem with my unit, what do I do?
A. You can submit a ticket to our technical support department by clicking here or call us at 800-242-4935 and dial extension 1126 for tech. support.
Q. Can I do the installation myself?
A. Yes, but if you want to have the warranty activated, the last step (vacuum the line sets) has to be done by a professional licensed technician (HVAC technician or electrician that has a license #)
Q. Where can I find installations manuals?
A. You can find them on this link: https://senville.com/installation-manuals/
Q. I have an error code, what do I do?
A. You can submit a ticket to our technical support department by clicking here or call us at 800-242-4935 and dial extension 1126 for tech. support.