Help Center
FAQ
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Do I pay for shipping?
Shipping is currently free for all products. If this changes, shipping costs will be detailed for the purchaser during the checkout process.
Do I pay sales tax?
Regional sales tax will be applied to the MSRP value of selected products at checkout for Washington residents.
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.
How long will it take for my air purifier to arrive?
Air purifiers are currently shipped by Amazon, free of charge, and will arrive in Amazon-branded boxes within 5 to 10 business days of ordering. Units are shipped as soon as they are available and may arrive separately. Some models may be fulfilled sooner than others, so customers who ordered multiple air purifiers may receive them at different times.
What are the smart thermostat eligibility requirements?
To be eligible for this offer, you must:
• Be an Oregon residential customer of PGE, Pacific Power, NW Natural, Cascade Natural Gas or Avista, or a Washington residential customer of NW Natural.
• Use a qualifying heating system fueled by one of the utilities above. Qualifying heating systems include: 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 are the air purifier eligibility requirements?
• Residence must be located in Oregon and receive electrical service from PGE or Pacific Power. Each qualifying residential customer is limited to five air purifiers per residence.
• Property must be residential. To learn about offers for commercial properties such as businesses, schools, churches, warehouses or other non-residential properties, contact [email protected].
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 on a centrally ducted heating system and are not designed to work with zonal baseboard, electric wall heating or hydronic heating systems. Many smart thermostats offer similar features but there are some differences between models and brands.
Google Nest Thermostats
• Google Nest and Google Nest Learning thermostats are designed to work with Google Home products. These products also work with Amazon Alexa.
• Google Nest and Google Nest Learning thermostats are both round and come in a variety of colorful finishes.
• Google Nest offers additional occupancy sensors that can be purchased separately.
ecobee Thermostats
• Ecobee products are designed to work with Amazon Alexa. These products also work with Google Home and Apple Home products.
• Ecobee products are square and only available in black.
• The Ecobee Smart Thermostat Premium includes an additional standalone room occupancy sensor that allows you to monitor multiple rooms in your home. It also has a built-in air quality monitor.
For more details about features and compatibility with your heating system or other smart home devices, please visit the Google Nest or 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 per 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 model than what you ordered, you may return it within 30 days of purchase.
Thermostats may be returned or exchanged if:
· They arrive damaged
· 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
*Returns and exchanges are limited to one per customer. We will assist you in correcting the order once we receive your return.
Can I return or exchange my air purifier?
Air purifier returns and exchanges are subject to Amazon return policies. All returns/exchanges must be made within 30 days of purchase.
Air purifiers may be returned or exchanged if:
• They arrive damaged
• The wrong model was shipped
Air purifiers may not be returned or exchanged if:
• You no longer want the model you ordered
• The color or shape of the air purifier is not as expected or no longer desired
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 Stripe, a secure payment processing software. 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 for smart thermostats?
Retailer Coupon: When you purchase using the Retailer Coupon option you will receive a coupon for $100 off that you can take to a 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 the thermostat of your choice will be shipped to you.
Are air purifiers eligible for the Retailer Coupon option to use at Best Buy, Lowe’s and Home Depot?
No. The Retailer Coupon option is only available for qualifying smart thermostats via the Energy Trust Marketplace. If you would like to purchase a discounted air purifier at Home Depot or Lowe’s, you may do so at one of the listed locations and receive an instant discount of up to $75 off for qualifying air purifiers. The discount is applied automatically at time of purchase.
What air purifier models qualify for the instant discount provided at Lowe’s and Home Depot stores?
Qualifying models are listed below. Product availability is limited to retailer stock on hand. To ensure availability and check pricing, please check with the participating store nearest you.
| Retailer | Manufacturer | Model Number |
|---|---|---|
| Lowes | Lovoit | Core 300S |
| Lowes | Lovoit | Core 300S |
| Lowes | Alen | BreatheSmart FLEX BH400 |
| Lowes | Alen | BreatheSmart 45i |
| The Home Depot | Levoit | HEAPAPLVNUS0107 |
| The Home Depot | Shark | HP200 |
| The Home Depot | Shark | HP100 |
| The Home Depot | Levoit | HEAPAPLVSUS0076 |
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 a $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 incentives are 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 promotional pricing. However, you may be eligible to earn ongoing rewards with PGE by participating in their smart thermostat program. Visit www.portlandgeneral.com/thermostat to learn more.
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 checkout 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 Ecobee products.
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?
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. For smart thermostats, 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 my order?
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 you received.
Why do I have to enter my personal information, such as my email address?
Energy Trust will send your order confirmation to you via email. 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 fulfill orders without all required customer information. Please know that Energy Trust doesn’t share or sell customer information to third parties—it is solely used to verify your eligibility as a participating utility customer.
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. If there are questions or concerns, please have the store’s customer service staff connect with us at 1.866.311.1822 or [email protected]
Other options include:
- Retailer 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 to receive the discount as 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 from a retailer, returns will be handled by each retailer according to their return policies. Customers who are interested in a new smart thermostat 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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