Frequently asked questions

Straight answers to what customers ask us most. If your question is not here, email support@freshhomeair.com and a person will answer you.

Shipping and delivery

What does shipping cost?

Shipping is free on every order. There are no minimums and no surcharges. The price you see on the product page is the price you pay, and that applies to every air purifier and every replacement filter.

Where do you ship?

We ship anywhere in the contiguous United States. We do not currently ship to Alaska, Hawaii, US territories, or direct to international addresses.

Do you ship to freight forwarders?

We ship to any address in the contiguous United States, and that includes freight forwarders. If you are buying for export, use your forwarder's US address at checkout and we will deliver there like any other US order. We cannot ship directly outside the US, so the leg from the forwarder onward is yours to arrange, along with any duties your country charges. Email us first if you are placing a forwarder order and we will keep an eye on it for you.

How long does delivery take?

Most Austin Air orders arrive in 3 to 7 business days and most Airpura orders in 4 to 9, including 1 to 3 business days to process. Replacement filters take 5 to 10 business days. Estimates can vary with your location and carrier availability.

Where do orders ship from?

We do not hold inventory. Your order ships factory-direct from the manufacturer, which means Austin Air in Buffalo, New York, or Airpura in Montreal, Quebec. For Airpura orders, import duties and customs fees are included in the product price, so there are no surprise charges at delivery.

How do I track my order?

You will get an email with tracking information once your order ships. Tracking can take 24 to 72 hours to start updating after shipment. Some orders arrive in more than one package, and replacement filters may ship separately from a purifier.

Returns and warranty

What is your return policy?

Run it in your home for 30 days. If it is not right, email support@freshhomeair.com and we will send you a prepaid, insured return label. We pay the return shipping, there is no restocking fee, and you get a full refund once the unit is back with us. Full terms are on our refund policy page.

What if it arrives damaged or faulty?

Email us within 7 days of delivery with photos of the item and the packaging. We will send a replacement and collect the original. You pay nothing, you do not need to buy a label, and you do not need to take the unit anywhere.

What warranty comes with my unit?

Austin Air units carry a 5-year mechanical warranty on parts and labor from the date of purchase, covering manufacturing defects and mechanical failure under normal residential use. Airpura units carry a 5-year warranty on parts and labor. As an authorized dealer for both brands, we honor the full manufacturer warranty and will open a claim for you. Email support@freshhomeair.com and we will handle it.

Are you an authorized dealer?

Yes, for both Austin Air and Airpura. Every unit is new, genuine, and covered by the full manufacturer warranty. Nothing we sell is grey market.

Pricing and payment

Is there a discount available?

New customers get 10% off a first order. Enter your email in the signup box on any page of the site and we email you a single-use code. It is valid for 30 days and applies to your first order only. Nothing applies automatically, so paste the code into the discount box at checkout. If your code expired while you were deciding, or it never arrived, email support@freshhomeair.com and we will sort you out. We do not run frequent sales beyond that, because we would rather price honestly year-round than mark up and discount.

Can I pay over time?

Yes. Shop Pay lets you split your purchase into payments at checkout, at no extra cost from us.

Choosing the right unit

What room size do I need?

Coverage varies by model, and the rated room size is listed in the specifications on each product page. As a general rule these units perform best running below their rated capacity, which also keeps them quieter and extends filter life. If you tell us your room dimensions and what you are trying to remove from the air, we will tell you which unit fits.

Is this suitable for asthma, allergies, or chemical sensitivity?

Austin Air and Airpura units are used by people with asthma, allergies, and chemical sensitivity. The True HEPA captures particle triggers such as dust, pollen, mold spores, and pet dander, and the activated carbon addresses VOCs, odors, and chemical compounds. There is no ionizer and no ozone, so nothing the unit does can aggravate a respiratory condition. For chemical sensitivity specifically, the HealthMate Plus and the Airpura C600 have the most relevant specifications.

Does it produce ozone or use an ionizer?

No. These are mechanical filtration units. No ozone, no ionizer, no UV exposure to room air. That is a deliberate choice, because ozone-generating purifiers can irritate the airways they are meant to protect.

Is it safe around children and pets?

Yes. With no ozone and no ionizer, these units are safe for continuous operation in rooms with children and pets. The Austin Air HealthMate was studied at Johns Hopkins in homes with young children.

Living with your purifier

Can I run it 24 hours a day?

Yes, and we recommend it. These units are built for continuous operation and the motors are rated for it. Running continuously at a lower speed gives better results than running intermittently on high, because the air is cycled more often and particulate and VOC levels stay consistently low.

How loud is it?

Austin Air units have 4 speed settings. Speed 1 is quiet enough for sleeping. Speed 2 is a consistent low hum most people stop noticing. Speed 3 suits daytime use. Speed 4 is for rapid air changes during a wildfire smoke event or a high-pollen day, not for overnight running.

How long do the filters last and what do they cost?

Filter life varies by model. Replacement schedules and pricing are on each product page and on our filters page. Running the unit below its rated capacity extends filter life.

Still need help?

Email support@freshhomeair.com or use the chat on any page. If you tell us your room size, what you are reacting to, and your budget, we will point you at the right machine, including when that is a cheaper one.