Check out our Frequently Asked Questions about Navienmate. For further assistance, please contact our Customer Service at 1-877-689-1541.

Orders

Is it available to order for non-member?

You may order through Navien Mate website, without signing in.

Where can I check my order history?

You can check your Order history after sign in to your account.

Cancellation & Return

How do I cancel my order?

You may cancel your order before shipping. To cancel your order please contact Navien Mate Customer Service Center (  1-877-689-1541 ).

Can I return?

Returns or exchanges must be made within fifteen (15) days of delivery. To complete your return or exchange, we require a receipt or proof of purchase. To be eligible for a full return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. A partial refund may be granted for any item not in its original condition, damaged, or missing parts for reasons not due to our error, or any item that is returned more than fifteen (15) days after delivery. Only regular priced items may be refunded or exchanged. Unfortunately, sale items cannot be refunded or exchanged. A 20% restocking fee will be applied to products returned in new condition in original packaging. Original shipping and handling fees will be applied where the consumer refuses the product at delivery, once shipped. For more detailed information, see ‘Terms of Sales’ page.

Shipping

How do I change my shipping address when I place an order?

It is not possible to change the shipping address. If you would like to change it, please contact Navien Mate Customer Service Center (1-877-689-1541 ).

I want to know the current location of the product being shipping.

Once the tracking number is registered for delivery, we will send you an e-mail confirming that delivery has begun. The location of the product being shipped can be found in the tracking number included in the e-mail.

How much is shipping?

Only for shipping available area, shipping is free with ground shipping.

Member

How do I register?

Click on the SIGN IN button at the top of the homepage, select Sign Up, and enter your name, e-mail address, and password to register.

  • We will send important order information to the e-mail address you entered, so please be sure to enter correct your information.
  • For more secure information protection, please set passwords that cannot be easily guessed.

I can not remember my password.

If you enter your registered e-mail address when you sign up through our password assistance, we will send you an e-mail with a link to change your password.

I tried to find my password by E-mail, but I can not find it.

Message may be sent to spam. Please check your spam folder or check if Navien Mate e-mail address (info@navienmate.com) is listed as blocked.

If you don’t receive e-mail by the above method, please contact Navien Mate Customer Service Center (  1-877-689-1541 )..

What is the operation time of Customer Service?

Navien Mate Customer Service Center (  1-877-689-1541 ). operates from 9 am to 5 pm (PT), Monday through Friday.

Service

What is the Warranty?

We provide a 2-year limited warranty on defects or malfunctioning products. We will repair or exchange the product for free. The warranty does not cover consumer negligence or misuse of the product. Consult the Navien Mate User Manual for troubleshooting, and please contact customer service at info@navienmate.com or call 1-877-689-1541 if the issue still occurs.

Product registration is required for service. You can register your Navien Mate products at our website. For more detailed information, please visit our Warranty Page

Where do I apply for A/S?

You can apply for A/S at Navien Mate Customer Service Center (  1-877-689-1541 ).

What is the standard A/S?

Only those who registered their product through the Warranty page of this website after purchasing will be free of charge for the A/S cases caused by defects in products within 2 years.

However, if damage occurs due to installation or consumer negligence after installation, it is not eligible for free service even if it is a free warranty period.

Others

Where can I find offline stores?

Our USA office location is 20 Goodyear, Irvine, CA 92618