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Contact Us

We’re happy to answer questions or help you with returns.

Email: marketplace@nationalgrid.com
Toll-free: 855-841-6994

National Grid General & Billing Support: 800-642-4272 National Grid Website: www.nationalgridus.com
If you have questions about the ConnectedSolutions program, please call 800-642-4272.

Opening Hours:

Monday to Friday: 8am - 8pm EST

DR and Leaks:

If you have questions about the ConnectedSolutions program, please call 800-642-4272.

Shipping

Shipping Rates

National Grid Marketplace offers free shipping on orders totaling $49 or more after all rebates and promotions have applied and before sales tax. For orders totaling less than $49, a flat rate shipping charge of $5 will apply. A surcharge may apply for heavy or larger items and during peak delivery times.

Incorrectly Shipped Orders

Eligible Time Period: Inspect your order within 2 business days from delivery date. If you received items you did not order, we will send you a prepaid shipping label for you to return the incorrectly shipped merchandise. We will ship a new order for the correct merchandise within one business day.

Returns

General Item Returns

Eligible Time Period: 30 days from delivery date

Non-Eligible Items: opened or installed thermostats and items that are not in original condition.

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. You may want to insure returns of valuable merchandise. Upon receipt a credit equal to the product purchase price will be issued to you through the same payment method you used to pay for the order.

Defective Item Returns (Smart Thermostats)

If smart thermostat is deemed truly defective by the manufacturer, NOT incompatible, contact the thermostat manufacturer to discuss replacement. See Below.

Defective Google Nest:
Support: https://support.google.com/googlenest/gethelp

Defective Ecobee:
Call: 1.877.932.6233
Email: support@ecobee.com

Defective Emerson Thermostats:
Call 1.888.605.7131
Support: https://sensi.emerson.com/en-us/support

Defective Honeywell Thermostats:
Call 1.847.701.3038
Support: https://sensi.emerson.com/en-us/support

Defective Mysa Thermostats:
Support: https://help.getmysa.com/hc/en-us

See FAQs for more information.

FAQs

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    ConnectedSolutions

    Make your smart thermostat look smarter with ConnectedSolutions.

    Earn a $30 instant incentive, and a $20 annual incentive* for every thermostat connected to a central air conditioner.

    To enroll please select the Thermostat + ConnectedSolutions option on this product's page and continue to checkout. We will inform you of your eligibility before you complete your purchase.

    You will need to sign in to your My Account profile to checkout.

    Visit our ConnectedSolutions page to learn how the program works.

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    National Grid Instant Rebate

    To apply for rebates, please continue to checkout. We will inform you of your eligibility before you complete your purchase. You will need to verify either your National Grid service address and phone number or account number. You may also sign in with your My Account profile to verify your information.

    Your order will need to comply with the quantity limitations per product (stated on each product page) in order to qualify. Learn More

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