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?

Shipping: Shipping is available only to eligible areas. Ground shipping is provided free of charge.

Return Policy: We offer a 30-night risk-free trial so you can experience the benefits with confidence. If you’re not fully satisfied, you may return or exchange your product within 30 days of delivery.

To initiate a return or exchange, proof of purchase is required. Products should be returned with all original components included. Normal use during the trial period is expected; however, items showing excessive damage or misuse may not qualify for a full refund. Returns requested after the 30-day trial period may not be accepted. 

Additional Information: Customers in Alaska and Hawaii are responsible for return shipping costs. Original shipping and handling fees may apply where applicable.

Partial refunds may be issued for:

Items that are damaged or missing parts not due to our error

Items returned after 30 days of delivery 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?

2-Year Limited Warranty

We stand behind the quality of our products with a 2-year limited warranty covering defects in materials or workmanship. If an issue arises due to a manufacturing defect or malfunction, we will repair or replace the product at no cost.

This warranty does not cover damage resulting from misuse or negligence.

For troubleshooting, please refer to the Navien Mate User Manual. If the issue persists, our customer support team is here to help at info@navienmate.com or 1-877-689-1541.

Product registration is required to receive warranty service. You can easily register your product on our website. For more details, 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