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Subscription and Account Questions

How does On Time Air Filters work? (AKA What is This?)

On Time Air Filters is a subscription replacement service for your home’s air conditioner and furnace filters. When you sign up with us, you’ll tell us what size/quality filters you need, and how often you like to replace them. You’ll also have to give us a payment method (credit card or PayPal) to keep on file.

From then on, at the frequency you specified, we’ll automatically ship you a set of brand new air filters. When the box arrives at your doorstep, that’s your signal to throw away those old, dirty air filters and put in a brand new set. Each filter will be labeled so you’ll know exactly where it goes.

No more remembering or hunting around – it’s hassle free!

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Is there a charge for shipping?

No, shipping is on us! Free shipping is included in every order.

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Can I return my filters?

Yes, unused and undamaged filters can be returned at any time for a refund. contact us for return instructions.

Although we offer free shipping, we reserve the right to deduct the actual cost of shipping if filters are returned.

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What if I order the wrong size filters?

No problem! We know filter sizes are complicated and we’re happy to work with you to find the right filter. Just contact us and we’ll give you more information on how to exchange your filters, 100% free of charge.

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Am I under any kind of contract?

No, never! Subscriptions can be suspended or canceled at any time. Please just send us an e-mail to let us know that you’d like to cancel.

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My filters arrived damaged. What do I do?

We do our best to package our filters with the utmost care, but occasionally boxes are damaged in transit. Just send an e-mail to info@ontimeairfilters.com and we’ll get replacements out to you ASAP.

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How do I cancel my service?

To cancel your service, please send an e-mail to info@ontimeairfilters.com and let us know. If you have too many filters and would prefer to skip some shipments or temporarily suspend your subscription, we’ll be happy to help with that as well.

We want to satisfy each and every one of our customers, so if we can do a better job, please let us know how.

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How do I make changes to my subscription (filters/frequency/payment/address changes)?

Please send us an e-mail detailing any changes you would like to make and we’ll be happy to assist you. If you are making a change to your payment method, please make sure to mention that but, for security reasons, please do not send us any kind of payment info via e-mail.

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How are my filters shipped? Will I need to sign for them?

Our filters are shipped via UPS Ground or UPS Basic. For some rural customers, UPS may contract the United States Postal Service (USPS) to make final delivery. No signature is required and if you are not home, your package will be left at your doorstep. If you experience any issues with UPS or USPS delivery, please contact us right away.

Once your filters are shipped, you’ll receive an e-mail confirmation with the UPS tracking numbers. Even if your final delivery is made by the USPS, tracking information will be available at UPS.com.

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Can I skip a shipment?

Sure! Please send an e-mail to info@ontimeairfilters.com and we’ll update your account. Please try and do it at least a week before your next shipment date.

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Is my payment information secure?

At On Time Air Filters, we take privacy and security very seriously. Once you submit your credit card information, its encrypted and stored on our secure servers. On Time Air Filters staff have no access to customer credit card information.

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I moved and I forgot to cancel my subscription!

We’re not surprised that when people plan a move, the last thing they think about is air filters. Just let us know and we’ll do what we can to straighten things out. Also – make sure to ask about our “Congrats On Your Move” discount!

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