Help and FAQ

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Which purifier is right for my room? How long does shipping take? What are your returns and warranty? Which replacement filter fits my machine? I would like to talk to someone from your team

Choosing a purifier

Which purifier is right for my room?

Start with your room size, then the problem you want to fix. Airpura 400 Series models cover up to 1,000 sq ft, 600 Series up to 2,000 sq ft and 700 Series up to 2,500 sq ft. AllerAir AirMed 1 Supreme and AirMed 3 Supreme cover up to 640 sq ft, the AirMedic Pro 5 line up to 1,500 sq ft and the Pro 6 line up to 2,000 sq ft. Austin Air does not publish a room size rating. Tell us your room size and the problem in chat and we will suggest one model.

What is the difference between HEPA and carbon?

HEPA catches particles such as dust, pollen and dander. Activated carbon is what removes smells and gases. If a smell or fumes are the problem, look at how many pounds of carbon the machine carries. Austin Air carries up to 15 lb, Airpura 8 lb to 26 lb and AllerAir 14 lb to 40 lb.

Which purifier is best for smoke or wildfire smoke?

See our Smoke and Wildfire collection at purifierhaven.com/collections/smoke-and-wildfire. Models made for smoke include the Austin Air HealthMate Plus, the Airpura V600 for wildfire smoke, the Airpura T600 for tobacco smoke and the AllerAir AirMedic Pro 5 HDS Smoke Eater.

Which purifier is best for pollen, dust and pet dander?

See our Pollen, Dust and Dander collection at purifierhaven.com/collections/allergies-and-asthma. For particles, look for a HEPA filter. The Airpura I600 is a particles only True HEPA machine with no carbon. The Austin Air HealthMate and Airpura R600 add carbon for home smells. We cannot give medical advice, so please ask your doctor about a health condition.

Which purifier is best for pets and pet odors?

See our Pets and Odors collection at purifierhaven.com/collections/pets-and-odors. Good places to start are the Austin Air HealthMate, the Airpura R600 with 18 lb of carbon and the AllerAir AirMedic Pro 5. For smells, more carbon lasts longer.

Which purifier is best for mold or a musty room?

See our Musty Rooms and Dust collection at purifierhaven.com/collections/mold-and-dust. The Airpura UV600 and Airpura P600 are made for mold and musty air and add a UVC lamp.

Which purifier is best for chemicals, VOCs or formaldehyde?

See our Chemicals and VOCs collection at purifierhaven.com/collections/chemicals-and-vocs. The Airpura F600 is built around formaldehyde and VOCs, the AllerAir AirMedic Pro 5 Plus carries 17 to 18 lb of carbon for VOCs, and the Austin Air HealthMate Plus carries a smoke and VOC blend.

Shipping and delivery

How much is shipping?

Shipping is free. Every order ships by standard ground service to any address in the 48 contiguous United States, with no minimum order.

How long does delivery take?

It depends on the brand, in business days from order to delivery. Austin Air: most orders arrive in 1 to 4 business days in the East and 3 to 6 in the West. Airpura: most orders arrive in 4 to 8 business days. AllerAir: most orders arrive in 4 to 12 business days. These times are estimates from the maker. Each product page shows its own time in the Shipping tab.

Where do you ship? Do you ship to Alaska, Hawaii or outside the US?

We ship to the lower 48 states only. We do not ship to Alaska, Hawaii, US territories or outside the United States, and we cannot deliver to PO boxes or APO and FPO addresses.

Do you ship to California?

Some models are not certified by the California Air Resources Board (CARB) and cannot be sold for use in California. Checkout does not offer California delivery for those models. A product page says so when a model cannot ship to California.

Where does my order ship from?

Your purifier or filter ships factory sealed, directly from the company that makes it. Austin Air ships from Buffalo, New York. Airpura ships from its warehouse in New York. AllerAir units are made in St-Laurent, Quebec, Canada and shipped by UPS. You never get a separate customs or duty bill on delivery.

How do I track my order?

You get an order confirmation email as soon as you order. We email your tracking number as soon as the maker sends it to us. If you cannot find it, send us your order number in chat or by email and we will look it up.

What if my order arrives damaged or goes missing?

If the box looks damaged, accept the delivery and write "damaged" on the carrier's receipt. Email sales@purifierhaven.com within 48 hours of delivery with your order number, photos of the box and the damage, and the unit serial number. We arrange a replacement or a repair at no cost to you, including all shipping. If a parcel stops moving or shows delivered but did not arrive, tell us and we open a claim with the carrier.

Orders and payment

How can I pay?

Checkout takes Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay and Google Pay.

When is my card charged?

When you place an order your card is authorized, not charged. We confirm the order with the maker first, and your card is charged only when we accept your order. If the maker cannot supply the unit, the hold is released and you pay nothing.

Can I cancel my order?

Yes. You can cancel free of charge any time before your order ships. Email sales@purifierhaven.com with your order number. Once it has shipped, it is handled as a return.

Returns and warranty

What is your return policy?

You have 30 days from delivery to start a return. The unit must be like new, in its original packaging, with all filters, accessories and manuals. We refund the product price less a 25 percent restocking fee. For Austin Air the fee is a flat $25. You pay return shipping on a change of mind return. Each brand has a few of its own rules, shown in our return policy.

How do I start a return?

Email sales@purifierhaven.com with your order number and the reason, within 30 days of delivery. We send you a Return Authorization (RA) number and the return address within 1 business day. Ship the unit back within 14 days, with tracking, and with insurance for units over $500.

When will I get my refund?

A return is inspected within 5 business days of arriving at the warehouse. We refund your original payment method within 5 business days of that inspection. Your bank may take another 3 to 10 business days to post it.

Can I return replacement filters?

Opened filters cannot be returned. Airpura and AllerAir filters are final sale, even unopened. Unopened Austin Air filters can be returned within 30 days of delivery with a flat $25 restocking fee.

What warranty do I get?

Every unit is new and carries the maker's warranty shown on its product page. Austin Air: 5 years on the machine with normal home use, registration required, plus a 5 year pro-rated filter warranty. Airpura, home use: 5 years parts and labor, then labor only to year 10. Filters and UV lamps are not covered. AllerAir: 3 years parts and labor on AirMed 1 and AirMed 3 units, and 5 years on the AirMedic Pro 5 Plus, Pro 5 Ultra, Pro 6 Plus and Pro 6 Ultra. For any other model, check its product page or ask us. After the 30 day return window, a warranty claim goes to the maker and we help you file it.

Filters

How often do I change the filters?

Austin Air: the filter lasts up to 5 years under normal home use, sooner with heavy smoke or odors. Airpura: the carbon filter lasts about 2 years and the pre-filter 12 months. A True HEPA filter is changed about every 3 years (Airpura's range is 3 to 5), and a HEPA Barrier filter every 12 months. AllerAir does not publish a set change time because it depends on how the unit is used. Each product page lists the filter life for that model.

Where do I find replacement filters for my machine?

All filters are in Filters and Parts at purifierhaven.com/collections/filters-and-parts. You can also go by brand: Austin Air at purifierhaven.com/collections/austin-air-replacement-filters, Airpura at purifierhaven.com/collections/airpura-replacement-filters and AllerAir at purifierhaven.com/collections/allerair-replacement-filters. Each filter page says which machines it fits. Not sure? Tell us your model in chat and we will point you to the right filter.

Contact

How do I talk to a person?

Chat is the fastest way. Open the chat on any page and ask to talk to our team. You can also use the contact form at purifierhaven.com/pages/contact or email sales@purifierhaven.com. Our team hours are Monday to Friday, 7am to 7pm Eastern, and we reply within 1 business day.

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