If you are not yet an accredited Totaline Business Partner, you will need to go through the accreditation process before a Business Partner account can be created.

Interested business owners and partners who want to become accredited Totaline Business Partners can send their intent to order@totaline.com.ph. Our team will verify your email and send you the accreditation requirements.

Kindly include the following details in your email:
- Company name
- Business address
- Contact person and designation
- Contact number and email address
- Brief company profile or business nature

Once your application has been reviewed and approved, our team will guide you through the accreditation process and assist with onboarding and website account setup.

All requests for returns and claims are subject to strict conditions and will only be processed if all requirements are met:

Return Eligibility (Subject to Inspection):

Returns are accepted under the following conditions:
1. Aesthetic Defect, Incomplete, or Non-compliant Products
- Must be reported within 14 days from the date of Sales Invoice or Delivery, whichever comes first.
2. Functional Defect
- Must be reported within 90 days from the date of Sales Invoice or Delivery, whichever comes first.

General Return Requirements:
1.Written approval from CCAC must be secured via email at order@totaline.com.ph (ATP processing required).
- Requests and approvals must be done via email only; verbal requests are not accepted.
2. The following documents must be submitted:
- Sales Invoice
- Delivery Receipt
- Official Receipt
- Trouble Call Report (TCR) for functional defects issued by ASC

3. The return/pullout location must match the delivery address indicated in the Delivery Receipt.
4. Items must be returned in merchantable condition with original packaging (if applicable). Boxes may be opened but must not be damaged.
5. Unauthorized returns will not be accepted.
6. Shipping and handling charges are non-refundable. The buyer will shoulder handling charges equivalent to 15% of the invoice amount (subject to case-by-case evaluation).

Important Note:
Void cases or sudden change of mind are not valid for return. Only repair or replacement may be provided after CCAC inspection confirms that the parts are truly defective.

Warranty coverage is subject to inspection and evaluation by CCAC. A warranty may be considered void if the product is found to have conditions that fall outside the standard warranty terms.

To verify warranty status, the item must first undergo assessment by our authorized team. You may request an evaluation by emailing order@totaline.com.ph

Please include the following in your request:
- Sales Invoice number
- Delivery Receipt
- Product details (item description and quantity)
- Clear photos of the product and issue encountered
- Trouble Call Report (TCR), if applicable (for functional defects issued by ASC)

Our team will review the submitted documents and inspection findings to determine warranty validity.

Conditions That May Void Warranty

The following circumstances void the warranty (this list is not exclusive, and warranty may also be voided by similar acts or conditions):

1. Mishandling, misuse, abuse, alteration, improper operation, incorrect electrical supply voltage or frequency, exposure to corrosive or erosive substances, burns, accidents, harsh or unhygienic environments, or negligence.
2. Deviation from recommended application, system design, installation, or service practices during installation.
3. Faded, torn, or missing nameplate or any identifying information attached to the product.
4. Installation or servicing of parts by non-authorized service centers.

Warranty Exclusions
1. CCAC does not cover warranty for consumable items such as:
- Refrigerants
- Electrical components including (but not limited to): contactors, circuit breakers, fuses, filter driers, sight glasses/indicators, heater/crankcase, overload protectors, relays, strainers, rotary switches, thermistors, thermostats, timers, and transformers.
2. Wrong product purchases or change of mind are not returnable after 24 hours, provided the buyer has validated the order before booking.
3. Damage caused by force majeure events, acts of God, or other fortuitous circumstances are not covered under warranty.

We strongly recommend inspecting your items immediately upon delivery. If you notice any missing or damaged items, please contact the Totaline Order Management Team as soon as possible for proper documentation and investigation.

You may report the issue by emailing order@totaline.com.ph and providing the following:
- Photos of the delivered items
- Signed Delivery Receipt (DR Copy)
- Order Confirmation Number or Website Order Reference

Providing complete details will help us investigate and resolve your concern faster.

For B2B or Business Partner Orders:
Please make sure to copy your assigned Account Manager in the email and include your website order reference for faster coordination and validation.

For D2C and Non-BP Orders:
You can check the status of your order through your Account Dashboard.
1. Go to Dashboard
2. Select Order History
3. Click the specific order you want to track

You will be able to see the current order status, such as:
- Processing Order
- Packaging
- Out for Delivery
- Delivered

You may also use the website chat feature to inquire about your order status and estimated delivery timeline. Please note that response times may be longer during periods of high chat volume.

For BP Orders:
Please coordinate directly with your assigned Account Manager for updates on your order delivery status.

You may also send an email to order@totaline.com.ph to verify your order status and current delivery progress. To help us validate your request faster, kindly include your Order Confirmation Number in your email.

Business Partners may request a different delivery address by indicating the details in the Special Notes section on the Cart Page before completing the order.

Please make sure to include the following information:
- Complete delivery address
- Contact person’s name
- Contact number

If no special delivery instructions are provided, the order will automatically be delivered to the default shipping address registered under the Business Partner account.

You may request to cancel your order by sending an Order Cancellation Request to order@totaline.com.ph within 24 hours after placing your order on the Totaline website.
Please note that cancellation requests can only be accommodated if the order has not yet been processed or endorsed for delivery.

To help us validate your request faster, kindly include the following information in your email:
- Order Confirmation Number
- Reason for cancellation

Important Note:
For orders that have already been processed prior to the cancellation request, the order can no longer be cancelled once it has been endorsed to our delivery team or courier. In such cases, customers will need to file a Return and Refund Request instead.

All return and claim requests are subject to approval and must meet the following requirements:

1. Products must be returned within the required return period.
2. Written approval from CCAC must be secured via email at order@totaline.com.ph (ATP processing required).
3. Only email requests will be accepted; verbal requests are not allowed.
4. The following documents must be submitted: Sales Invoice, Delivery Receipt and Official Receipt
5. Trouble Call Report (TCR) for functional defects issued by ASC
6. The return or pullout location must match what is indicated in the Delivery Receipt.
7. Items must be returned in good and merchantable condition with original packaging (if applicable). Boxes may be opened but must not be damaged.
8. Unauthorized returns will not be accepted.
10. Shipping and handling charges are non-refundable. A handling fee equivalent to 15% of the invoice amount may be applied (subject to case-by-case evaluation).

Yes, Business Partners who have utilized their assigned credits can opt to pay via bank deposit.
Please note for non-online payment. Follow these steps:
1. Go to a preferred bank (BPI or BDO) and fill out a deposit slip:
BPI Account No: 001531-0025-35
Account Name: Concepcion Carrier Airconditioning Company
BP Code + BP Name (Should be 30 characters)
Ex. 1000000001XYZCorporationsxxxxx

BDO Account No: CCAC-00043-8004-035
Account Name: Concepcion Carrier Airconditioning Company
BP Code + BP Name (Should be 30 characters)
Ex. 1000000001XYZCorporationsxxxxx

2. Pay the exact amount over the counter.
3. Provide an eligible copy of your bank deposit as confirmation of payment.
4. Email proof of payment to Totaline Order Management at order@totaline.com.ph including your order number.

Payment options vary depending on your customer type.

For Totaline Business Partners (BP), they may purchase parts through the website using:
- Store Credits
- Bank Payment Option

For Non-BP / D2C Customers, they can pay using:
- E-wallets (GCash, Maya
- Credit Card or Debit Card
- Online Bank Transfer

Please note that available payment methods may vary depending on the order type and checkout options shown on the website.

For Non-BP / D2C Customers:
If you were charged or deducted due to a system issue during payment, please do not place a new order immediately. Instead, contact our support team for verification and assistance.

Send an email to order@totaline.com.ph and include the following details:
- Order reference number (if available)
- Proof of payment or transaction receipt (screenshot from bank/e-wallet)
- Date and time of transaction
- Amount deducted
- Brief description of the issue

Our team will validate the transaction and assist you with the appropriate resolution.

For BP / Business Partners:
Please immediately coordinate with your assigned Account Manager for assistance in validating the transaction and payment status.

You may also email order@totaline.com.ph include:
- Website order reference number
- Proof of payment or transaction details
- Date and time of transaction
- Amount deducted
- Description of the issue

This will allow us to check your payment status and resolve the concern accordingly.

Totaline delivers nationwide within the Philippines, subject to serviceable areas of our logistics partners.

For D2C / Non-BP Customers:
Orders are delivered directly to the shipping address provided during checkout. Please ensure that all delivery details are complete and accurate to avoid delays.

A ₱150 shipping fee applies to orders ₱1,000 and below.

For BP / Business Partners:
Deliveries are made to the registered or default shipping address in your Business Partner account unless a different delivery location is specified in the order notes.

Delivery availability and lead time may vary depending on location, product type, and order volume.

Totaline is committed to providing ordered parts to our customers with the following delivery lead times:

For NCR (National Capital Region):
24-hour delivery lead time for orders placed on or before 2:00 PM (Monday to Friday)
Orders placed after the 2:00 PM cut-off will be processed the next working day and delivered on the third day

For Rest of Luzon:
Up to 7 days delivery lead time

For Visayas and Mindanao (VisMin):
Up to 14 days delivery lead time

Delivery schedules may vary depending on order volume, product availability, and logistics conditions.

Yes, pick-up is available for orders placed through the Totaline website.
You may collect your ordered parts at designated Totaline Hub locations nationwide, subject to availability and order confirmation.

Available Pick-up Locations:

Totaline Pampanga:
Unit A Bldg 10 Mexico Industrial Complex, Calulut, San Fernando City, Pampanga.

Totaline Dagupan:
National Highway Bolosan District, Dagupan City, Pangasinan

Totaline Iloilo:
Unit 4-6 Valderama Warehouse Compound (NEAR P.P.A) Brgy. Loboc, Lapuz, Iloilo City

Totaline Cebu:
S.E Llenes St., Latasan Road, Paknaan, Mandaue City 6014, Cebu
Landmark: Beside PCM LOGISTICS

Totaline Cagayan de Oro (CDO)
Royal Teak Acres Building Doors 3,4,5, Zone 1 Brgy. Gusa, (Beside Jehova's Witnesses Church) Cagayan De Oro City

Totaline Davao
830 RCI Compound, Seaquest Logistics Inc. Door 2 R. Castillo Street, Agdao, Davao City
Landmark: In Front of Diamond Hardware

How to Select Pick-up Option:
- Choose “Pick-Up” as your shipping method during checkout
- Indicate “Pick-Up” in the Special Notes section of your order

Operating Schedule:
Monday to Friday, 8:00 AM – 5:00 PM

Please ensure your order is confirmed and ready for pick-up before proceeding to the hub to avoid delays.

To ensure compatibility, always check your unit’s model number and match it with the recommended part specifications on the product page.

If you are unsure, you may contact our Parts Support Team at totalinepartsinquiries@ccac.com.ph or use the website chat for assistance before placing your order.

The Totaline Website Chat is available Monday to Friday (except holidays), from 9:00 AM to 5:00 PM.

If the part is not listed on the website, it may be unavailable or not yet uploaded.

Please email totalinepartsinquiries@ccac.com.ph with the following details:
- Part description
- Unit model
- Unit Serial Number
- Photos (if available)

Our team will assist you in checking availability or recommending alternatives.

You may also use the website chat for assistance before placing your order. The Totaline Website Chat is available Monday to Friday (except holidays), from 9:00 AM to 5:00 PM.

Yes. You may send your unit details, nameplate photo, and issue description to totalinepartsinquiries@ccac.com.ph

Our technical team will assist you in identifying the correct replacement part.

You may also use the website chat for assistance. The Totaline Website Chat is available Monday to Friday (except holidays), from 9:00 AM to 5:00 PM.

Totaline supplies parts only and does not directly provide installation services.

We recommend engaging a qualified and authorized technician or service center for proper installation to ensure product performance and warranty validity.

Yes. All parts sold through the official Totaline website are genuine and sourced from authorized suppliers to ensure quality, reliability, and performance.

If you receive an incorrect item, please report it immediately to Order Management Team.

You may report the issue by emailing order@totaline.com.ph and providing the following:
- Photos of the incorrent delivered items
- Signed Delivery Receipt (DR Copy)
- Order Confirmation Number or Website Order Reference

Providing complete details will help us investigate and address your concern faster.

For B2B or Business Partner Orders:
Please make sure to copy your assigned Account Manager in the email and include your website order reference for faster coordination and validation.

Yes. For bulk orders or project-based requirements, you may contact order@totaline.com.ph will help forward your concern to our Sales Team so they can assist you with pricing, availability, and account support if needed.

Part availability inquiries are typically processed within standard response times, but may vary depending on request volume.

To help speed up verification, please provide complete details such as the model number, Serial number, part number, and photos (if available).

For verification or assistance, you may contact totalinepartsinquiries@ccac.com.ph or use the website chat support. The Totaline Website Chat is available Monday to Friday (except holidays), from 9:00 AM to 5:00 PM.

Some obsolete or discontinued parts may still be available in limited quantities, or may have approved replacement alternatives.

For obsolete and phase-out parts with approved replacements, the alternative options are indicated on the website under the Alternative Parts tab.

For verification or assistance, you may contact totalinepartsinquiries@ccac.com.ph or use the website chat support. The Totaline Website Chat is available Monday to Friday (except holidays), from 9:00 AM to 5:00 PM.

The material code is the 10-digit SKU assigned to a specific part.

This can be found through:
- The SBOM (Service Bill of Materials) of the air conditioning unit
- The External Parts Library (available for existing Business Partners)

For verification or assistance, you may contact totalinepartsinquiries@ccac.com.ph or use the website chat support. The Totaline Website Chat is available Monday to Friday (except holidays), from 9:00 AM to 5:00 PM.

The SBOM (Service Bill of Materials) is a detailed list of service parts and components associated with a specific air conditioning unit or FG (Finished Goods) model.

It helps customers and Business Partners identify:
- The correct replacement parts
- Material codes or Part SKUs
- Approved replacement or alternative parts
- Applicable parts based on model or serial number

The SBOM can be accessed through the Totaline website by searching the Model Code or FG Code of the unit and selecting the corresponding product details page.

To view or download the SBOM (Service Bill of Material):

1. Go to the Totaline website
2. Search using the Model Code or FG Code of the air conditioning unit
3. Select the exact unit from the suggested results
4. You will be redirected to the FG details page where you can find the SBOM button

Important Note:
When using the FG Parts List, always review the SBOM guidelines carefully, especially for serial number applicability and approved replacements for window-type air conditioning units.

If the item is currently out of stock and no alternative or replacement part is shown on the website, you may click the “Notify Me When Available” button on the product page.

This feature allows you to:
- Receive updates once the item becomes available again
- Notify our Planning Team of customer demand for the item

You may also contact totalinepartsinquiries@ccac.com.ph or use the website chat support for additional assistance on availability or possible alternatives.

Approved replacement or alternative parts can be viewed on the product details page. Simply click the Alternative Parts button to view the recommended replacement parts.

Important Note:
If the item is currently out of stock and no alternative or replacement is shown on the website, you may click the “Notify Me When Available” button to receive restocking updates and notify our Planning Team of the demand.

For verification or assistance, you may contact totalinepartsinquiries@ccac.com.ph or use the website chat support. The Totaline Website Chat is available Monday to Friday (except holidays), from 9:00 AM to 5:00 PM.