Help Center
FAQ
Si necesitas ayuda en español, llámanos al 1.866.311.1822, opción 6.
Do I pay for shipping?
Shipping is free.
Do I pay for sales tax?
For Washington residents, regional sales tax will be applied at checkout to the MSRP value of selected thermostat.
How long will it take for my thermostat to arrive?
Thermostats ship within 5-7 days after the order is placed. If you have not received your order within three weeks of purchase, please contact us.
What are the eligibility requirements?
To be eligible for this offer, you must:
• Be a residential customer of PGE, Pacific Power, NW Natural, Cascade Natural Gas or Avista if you live in Oregon.
• Be a residential customer of NW Natural if you live in Washington.
• Use a qualifying heating system powered by an eligible utility: Gas Forced-Air Furnace, Electric Forced-Air Furnace or Ducted Heat Pump.
• Live in a single-family home, manufactured home or multifamily home such as a condo, townhome, duplex, etc.
What information will I need to confirm my eligibility?
Your name and address are required to confirm you are an eligible utility customer. We also ask for some basic information about your home’s current heating and cooling system.
Which thermostat is best for my home?
All thermostat products operate and perform similarly, but there are some differences.
Google Nest Thermostats
• Google Nest and Google Nest Learning thermostats are more compatible with Google Home products.
• The Google Nest Thermostat is round and comes in a variety of colorful finishes.
• The Google Nest Learning Thermostat comes in silver and is round.
• Google Nest offers additional occupancy sensors that can be purchased separately.
ecobee Thermostats
• ecobee products are more compatible with an Amazon Alexa.
• ecobee products are square and available in black.
• The ecobee Smart Thermostat Premium includes an additional standalone occupancy room sensor that allows you to monitor multiple rooms in your home. It also has a built-in air quality monitor.
For more details on features and compatibility with your heating system or other smart home devices, please visit the Google Nest and ecobee manufacturer websites.
Which thermostat will work with my heating system?
If your home is heated with a central heat pump, you should consider purchasing an ecobee instead of a Google Nest or Google Nest Learning Thermostat. Otherwise, all four products will work with all heating systems.
We recommend referencing the manufacturer wiring requirements for any thermostat before placing your order to ensure your existing thermostat wiring can accommodate the Google Nest Thermostat, Google Nest Learning Thermostat or ecobee.
How much can I save with a smart thermostat?
It is estimated that a smart thermostat can help you save between $35 and $45 a year on heating costs; if you have a heat pump, you could save even more.
Can I return or exchange my thermostat?
If you purchase a qualifying thermostat through our site and it arrives damaged, or you receive a different thermostat model than what you ordered, you may return it within 30 days of purchase.
Thermostats may be returned or exchanged if:
· It is damaged upon arrival
· The wrong model was shipped
· The thermostat is incompatible with your HVAC system or existing thermostat wiring
Thermostats may not be returned or exchanged if:
· You no longer want the model you ordered
· The color or shape of the thermostat is not as expected or no longer desired
*Limit one exchange/return per customer. We will assist you in correcting the order once we receive your return.
What should I do if I have trouble installing my smart thermostat?
For installation help, please refer to the instructions included in the package, or watch installation videos from Google Nest, Google Nest Learning and ecobee Premium or Enhanced.
Do you store my credit card information?
No. All credit card and payment information is processed through the secure payment processing software Stripe. Credit card information is not stored or visible to our customer service representatives.
What is the difference between the Retailer Coupon and the Buy Now options?
Retailer Coupon: When you purchase using the Retailer Coupon option you will receive a coupon for $100 off that you can take to the participating retailer of your choice (in-store or online) to make your purchase.
Buy Now: When you purchase using the Buy Now option, you will place your order directly through our website and will receive the thermostat of your choice mailed to you.
What if I already purchased a smart thermostat without the Retailer Coupon or Buy Now option and would like to receive the Energy Trust incentive?
You may apply for an $100 cash-back incentive after purchasing your thermostat using our online application or by completing and submitting our paper application. Please note that certain eligibility requirements apply, and our incentive is only available for qualifying thermostat models.
I recently had a smart thermostat installed through Portland General Electric and would also like to receive Energy Trust’s incentive. Am I eligible?
No. If you had your smart thermostat installed through PGE’s promotion, you already received Energy Trust's incentive as part of the offer. However, you may be eligible to earn ongoing rewards with PGE as part of their smart thermostat program. Visit www.portlandgeneral.com/thermostat to learn more about their program.
I changed my mind about the thermostat I want to buy after I reserved my Retailer Coupon. Can I get a different one?
If you haven't already completed the check-out process you can go back to "Order Smart Thermostat" and make changes to your selections, including thermostat model and purchase location. If you’ve already reserved a coupon, you may use it to purchase any one of the qualifying thermostats offered for sale by the retailer you selected. For example, if you selected "Google Store" as your retailer but decided to purchase an ecobee product instead, our contact center can provide you with a new coupon for a retailer that sells ecobees.
How do I change the retailer I selected?
If you’ve already received your coupon but have not redeemed it, we can help you reserve a new one at your desired retailer. Please contact us at 1.866.311.1822 or [email protected]
My Retailer Coupon has expired. Can I receive a new one?
If you were unable to use your coupon before it expired, you are eligible to receive a new one at https://energytrust.clearesult.com/. Select your desired thermostat model and fill out our form. If you encounter any issues, please contact us at 1.866.311.1822 or [email protected]. Alternatively, you may apply for an $100 cash-back incentive after purchasing your thermostat using our paper application or online application.
What if I can't connect to the website to receive a thermostat?
If you are unable to reach our website using your browser, try opening the page with a different browser on your phone or computer. Also try reloading or refreshing the website. If you are still unable to access the website, We can enter your information over the phone to validate the instant coupon form. You can also still receive a cash-back incentive by filling out our paper application or online application after purchasing a thermostat at retail without using a coupon.
Can I click the "back" button, or will that ruin my chance of receiving the thermostat?
Yes, you can use the back button on your browser to make changes to your thermostat selection. IMPORTANT: Once you have completed checkout, your coupon code is generated with the submitted information. After you receive the coupon, you cannot go back and change any submitted information. We are happy to assist you if you need to change the retailer or thermostat you selected. Please contact us at 1.866.311.1822 or [email protected]
I don’t own a smart phone. Can I still use a Retailer Coupon?
Yes. You can still receive a coupon by going to https://energytrust.clearesult.com from any computer or tablet and completing the validation process. If you choose to buy a thermostat online, you can use the numbers in your coupon code at checkout to receive your discount. To use the coupon in-store, we recommend printing your coupon bar code from the email that you received.
Why do I have to enter my personal information, such as my email address?
Energy Trust will send your coupon to you via email. To provide an $100 coupon for qualifying smart thermostats, we also need to verify your eligibility and ensure that the device will be installed in a home served by the utilities we work with. We are unable to provide a coupon without all required customer information. Please know we do not share or sell customer information to third parties—it is solely used to verify your eligibility as a customer of one of our participating utilities.
Why am I receiving additional email reminders about my Retailer Coupon? Is there anything I need to do with these emails?
If you have reserved your coupon but have not yet used it to purchase your smart thermostat, we will send you periodic reminders. You do not need to respond to these emails, and if you would like to stop receiving them you can click "Unsubscribe" at the bottom of the message.
What if my coupon's barcode won't scan at the register?
Ask the cashier to try typing the number underneath the barcode. How do I change the retailer I selected? The barcode. If there are questions or concerns, please connect us with the store’s customer service staff to address the issue.
Options are:
- Store can manually provide the $100 discount and document the coupon’s barcode.
- Customer can purchase the product and submit an online application with the receipt for a cash-back incentive.
What if my Retailer Coupon’s promo code isn’t working online?
Please contact us at 1.866.311.1822 or [email protected] and we can look up your coupon code information to verify that the code we have on record matches the one you are using. Note, the code may be case sensitive.
I lost my Retailer Coupon code. Can I receive a new coupon?
Please contact us at 1.866.311.1822 or[email protected] and we can look up your coupon code information.
What happens if I decide to return the product at a later date?
If you purchased using a Retailer Coupon, returns will be handled by each retailer according to their return policy. Customers who are interested in a new coupon must receive a new code by contacting Energy Trust at 1.866.311.1822 or [email protected]. If you purchased using the Buy Now option please contact Energy Trust at 1.866.311.1822 or [email protected] to handle returns.
What if I have more questions?
For additional information, please feel free to reach out to us directly at [email protected] or 1.866.311.1822
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