Frequently Asked Questions

• How do I place and order?
• Can I order by phone?

• Is it safe to use my credit card?
• What credit cards do you accept?
• Are there other ways to pay?
• Do I have to pay sales tax?
• Do you accept Purchase Order?

• How much does it cost to ship an air purifier?
• What are my shipping options?
• Do you ship outside the US?

• How can I track my order?
• Has my order shipped yet?
• When will my order arrive?
• My package should've arrive my now, but it hasn't. What do I do?

• Can I change or cancel an order once it's been placed?

• What is your return guarantee?
• How do I return an item?
• How long will it be before I receive a refund?

• How do I reset the cleaning indicator?
• How do I clean the purifier's case?
• How do I clean the filters?
• How do I clean the sensors?
• How often should I clean or replace the filters?

• How do I clean the particle sensor?
• How do I clean the filters?
• How do I install the filters?
• What additional maintenance is required for the MinusA2?
• How often should I clean or replace the filters?
• How do I reset the filter replacement indicator?

• I'm having trouble getting my purifier to work.
• What is covered under the 5 year warranty?

• How much is shipping to Canada?

It's a very simple process:

1. Find the product you want on the home page and click on the product photo.

2. Add as many items as you want to your shopping cart by clicking the "add to cart" button next to the product.

You will be notified the quantity and description of the item you purchased each time by a pop-up window.

3. When you have completed selecting the products, either click the "Checkout " button or the little "Checkout" shopping cart at the top of the navigation bar.

4. Then make any adjustments to your order on your "shopping cart" page, click the "update" button and proceed to "checkout" by clicking the “checkout” button.

Absolutely! Give us a toll-free call at 1-888-866-8862. Our representatives are here to take your call 24 hours, 7 days a week.

Definitely! You can safely enter your credit card number via our secure server, which encrypts all submitted information. Our security is confirmed by our digital certificate from Network Solutions, a leading provider of Internet trust services. In addition, our site is “Hacker Safe” certified, which help protect you from identity theft and credit card fraud by passing the FBI/SANS Internet Security Test everyday. Thanks to our super-secure server and all the careful measures we take to protect your information, we believe that every transaction you make on Rabbit Air will be 100% safe. The truth is, you're safer shopping online with Rabbit Air than you are using your credit card at the mall, and better yet-you don't have to leave home.

For more details on this important topic, please check out our security statement.

We accept Visa, Master Card, American Express and Discover.

We also accept Paypal, Money Orders, Cashier Checks, eCheck, Google Checkout and Direct Wiring Transfer in addition to all the major credit cards. Please contact our Customer Care Team if you would like to arrange for any alternative payment options.

Sales tax will be charged only on orders shipped within California and New York. Shipments to addresses outside of California and New York will not be charged sales tax.

We accept purchase orders from federal and state government agencies, public and private schools, and business organizations. Some orders may require approval from our accounting department. Please contact our Customer Care Team if you would like to pay by purchase order.

48 US Contiguous States and APO/FPO with US zip code :

- Free ground shipping on all orders over $300.

Alaska, Hawaii, and Puerto Rico :

- $54.40

Canada :

- $29.95 USD

All other countries and APO/FPO with non-US zip code :

- Please contact our Customer Care Team for more info.

48 US Contiguous States and APO/FPO with US zip code :

Delivery Method	Approximate Shipping Time	Shipping Cost for each unit
Ground	Within 5 business days	Free
UPS 3 Day Delivery	3 Business Days	Add item to cart and enter zip code on My Cart to check cost.
UPS 2nd Day Delivery	2 business days	Add item to cart and enter zip code on My Cart to check cost.
UPS Next Day Delivery	1 business day	Add item to cart and enter zip code on My Cart to check cost.

Alaska, Hawaii, and Puerto Rico :

USPS Priority Mail (3-4 business days) - $54.40

Canada :

International Delivery (6-11 business days) - USD $29.95.

All other countries and APO/FPO with non-US zip code :

Please contact our Customer Care Team for more info.

Yes. We do ship to certain countries outside the US. Please contact our Customer Care Team and we'll be happy to help you arrange your international shipment.

As soon as each package leaves our warehouse, we'll send you an e-mail to let you know it's on the way. At that time, you'll receive a tracking number for either FedEx, UPS or the US Postal Service, depending on which carrier was used to send it. International customers will receive a tracking number from UPS or USPS. You can use this number to track your package online at www.UPS.com or www.USPS.com UPS allows you to track your shipment en route, but the US Postal Service will only confirm the delivery date and location.

As soon as we ship your order, we'll send you an e-mail to let you know it's on the way. You can also check the status of an order by the tracking number on the e-mail.

Once you get the e-mail from us telling you that your shipment has left our warehouse, you can figure that packages sent via Ground Shipping should take approximately 5 days to arrive. Keep in mind that our warehouse is located in Southern California, so depending on where you live you might get your package in less than a week.

Our shipping days are Monday through Friday, excluding holidays, so please be aware that all Air orders must be placed by 2PM, Pacific Standard Time, to be shipped the same business day.

If your package is late in arriving, please double-check the status of your shipment using the tracking number provided to you through e-mail. You can use this number to track your package online at www.UPS.com or www.USPS.com depending on which carrier was used to send your package.

If you've double-checked the tracking status and you're still wondering where your package is, don't worry, you're not in the Twilight Zone. Simply contact our Customer Care Team by email or call us at 1-888-866-8862 and we'll be happy to help you solve the mystery.

Yes, but please call our Customer Care Team's toll-free number 1-888-866-8862 ASAP! Our representatives are here 24/7 to assist you. In an effort to ship orders as quickly as possible, there is a relatively small window of time in which changes to an order can be made - once an order is sent to our warehouse for processing, it's too late. In this case, simply return the shipment.

We believe our products and service will help you live a healthier life! If for whatever reason you are not 100% happy with your purchase you may return it. If you prefer to speak with Customer Care Team before deciding to return or exchange your purchase, please call 1-888-866-8862 24 hours a day.

Rabbit Air provides a 90-day money back guarantee for all our air purifier products. If your product is defective within 90 days of purchase, we will replace the item as soon as possible and happily pay all shipping costs to and from your location.

If the item arrives damaged, please contact our Customer Care team immediately to arrange for a new replacement. Once we are contacted, we will have the same courier service return to the delivery location to pick up the damaged product within 48 hours (excluding holidays and weekends). Please make sure that the product is in its original packaging, with all parts and accessories readily available for the pick-up. Once the damaged item has been picked up, we will immediately ship the replacement product.

If you change your mind and wish to return your purchase, we will be happy to accept your return within the first 90 days of delivery. All we require is that the air purifier or accessory is returned in a “like-new” condition, with all the parts wrapped (remote, manual, etc.) securely in the original packaging. Call us for a Return Authorization Number. Once our team has received and inspected the returned product, we will provide a full refund. Items returned that are not in a "like-new" condition may be subject to restocking fees.

*Please note that replacement filters are not returnable if the wrappings are removed.

1. No returns will be accepted without our Return Authorization Number. Call our Customer Care Team at 888-866-8862 to get a return authorization number.

2. We will also provide you with the appropriate address for your return.

3. Please ship the product back to us via UPS, Fedex, or USPS, and we STRONGLY recommend that you insure the package. This protects you in case the shipment is damaged or lost in transit. Remember, we can only credit you for items received back in our warehouse. Once we have received your package, we will inspect the contents. If the product is in satisfactory condition we will refund the appropriate amount to the credit card you used for your original purchase.

Once we receive your return in our warehouse, you will see a credit within one billing cycle. Please keep in mind that it can take up to 5 banking days for a refund to be credited back to your credit card. In the case of returns sent from APO/FPO addresses, the military handles the delivery, so we are unable to estimate the shipping time back to us. Usually these returns take a little longer than normal, so please be patient.

If it's been over 2 weeks and you still haven't received a credit, please contact our Customer Care Team and we'll figure out what's causing the delay.

How do I reset the filter cleaning indicator?

1. Make sure the unit is in auto mode. You will see the red light indicator is turned on.


2. Take off the front panel.


3. Press and release the oval button to the left of the main display panel.


4. The red indicator light is now off and will come on again when it is time to clean your filter again. If you require assistance, please call 1-888-866-8862.

To clean the unit surface:

• The unit surface should be cleaned at least once a month or sooner depending on the air quality of the room.
• Using a clean, dry cloth to wipe the external surfaces of the air purifier. Use a damp cloth to remove stubborn stains and dirt build up if necessary. Do not use commercial cleaning agent as it may damage the unit surface.
• Clean the air inlet and outlet with a dry cloth or a vacuum cleaner.

To clean air quality sensors:

• The air quality sensors should be cleaned at least once a month or more depending on the air quality of the room.
• Take off the front panel.
• Clean the surface of the sensor opening with a vacuum cleaner.

To Clean the Pre-Filter:

• The pre-filter should be cleaned at least once a month or when the filter cleaning indicator illuminates.
• After removing the front panel from the air purifier, run a vacuum cleaner with a nozzle or brush attachment on low power setting along the filter to pick up the pet hairs or particles.

If your pre-filter still seems dirty after vacuuming, please follow the steps below to wash the pre-filter.

• Remove the pre-filter from the unit.
• Fill the sink with lukewarm water and gently wash the filter under the water for 2-3 minutes or until it is completely clean.
• Rinse the filter with clean tap water.
• Use towel to remove any excess water from the filter.
• Allow the filter to dry for a few hours or overnight.
• When the filter is completely dry, place back into the air purifier.

To clean the BioGS HEPA filter:

• The BioGS HEPA filter should be cleaned when the filter cleaning indicator illuminates.
• The BioGS HEPA filter cannot be washed.
• After removing the pre-filter from the air purifier, run a vacuum cleaner with a nozzle or brush attachment on low power setting along the HEPA filter to pick up the dust and particles.

To clean the washable activated carbon filter:

• The activated carbon filter should be cleaned when the filter cleaning indicator illuminates.
• Remove the filter from the unit.
• Fill the sink with lukewarm water and add a few drops of mild household detergent.
• Soak the filter for 10 minutes. Do not leave for an extended period of time.
• Rinse the filter with clean tap water.
• Use towel to remove any excess water from the filter.
• Allow the filter to dry for a few hours or overnight.
• When the filter is completely dry, place back into the air purifier.

To reset the Filter Cleaning or Replacement Indicator:

• Remove the front panel.
• With the power on, press and hold the filter reset button for 3-5 seconds, or until the "red" filter cleaning or replacement indicator clears itself.

Follow the instructions to on how to clean both particle and odor sensors for BioGS.

1. Turn off the air purifier. Remove the front panel.

2. On the left you will find the Odor Sensor and on the right you will find the Particle Sensor.

3. Remove the sponge located over the Particle Sensor for cleaning.

4. The sponge can simply be rinsed or washed with dish soap and water. Make sure the sponge is dry before placing it back inside the air purifier.

 
5. The image on the right is a close up of the Particle Sensor. With the sponge removed, use a dry cotton swab to clean the Particle Sensor lens. Place the sponge back in its original place after the Particle Sensor is cleaned.

6. This is the Odor Sensor. Please use a dry cotton swab to brush against the tiny grid to remove any dust or large sized-particles that may be trapped inside. Although this procedure will not remove all of the particles, it will certainly help keep your Odor Sensor clean.

Filters	Replacement	Cleaning
Pre-Filter	Permanent/Washable	3 months
BioGS HEPA Filter	1.5 Years-24/7 use 3 Years-12/7 use	3 months
Charcoal-Based Activated Carbon Filter	3 Years-24/7 use 6 Years-12/7 use	3 months

Based on 24 hour use and average indoor air quality, we suggest that you clean all 3 filters and both Air Quality Sensors at least once every 3 months. The Filter cleaning indicator will illuminate every 3 months of operation to remind you to clean both the filters and Air Quality Sensors. For more information and to watch a video on the BioGS maintenance, please click here.

Based on 24 hour use and average indoor air quality, we suggest that you replace the BioGS HEPA filter every 18 months and the Charcoal-Based Activated Carbon filter every 3 years. The Pre-Filter is permanent and does not have to be replaced.

Clean particle sensor every three to six months.
Clean the air intake and outlet using a vacuum or soft brush.

1. Open the particle sensor cover on the right side of the unit (when facing the unit).
   
2. Use a damp cotton swab to clean and dry the lens, dust inlet and dust outlet.

The Pre-Filter should be cleaned depending on the air quality of the room.

To clean the Pre-Filter - vacuum method :

1. Remove front panel from the air purifier
2. Run a vacuum cleaner with a nozzle or brush attachment on low power setting along the Pre-Filter to remove visible particles.

If vacuuming does not seem to sufficiently clean your Pre-Filter, please follow the steps below to wash it.

To clean the Pre-Filter - washing method:

1. Remove the Pre-Filter from the unit
2. Fill the sink with lukewarm water and gently wash the Pre-Filter under the water for 2-3 minutes or until it is completely clean.
3. Rinse the Pre-Filter with clean tap water.
4. Use a towel to remove any excess water from the Pre-Filter
5. Allow the Pre-Filter to dry for 12-24 hours.
6. When the Pre-Filter is completely dry, place back into the air purifier.

Air intake and outlet

Clean the air intake and outlet with a soft brush.

Be careful not to drop the brush into the unit.

Front panel

Remove the front panel from the unit and use a dry cloth or soft brush to dust it off.

Use a damp cloth to remove stubborn stains and dirty buildup if necessary. Avoid commercial cleaning products.

Mood light lens

Remove the front panel from the unit and use a dry cloth, soft brush, or cotton swab to dust off the mood light lens on the back of the panel.

Use a damp cloth to remove stubborn stains and dirty buildup if necessary. Avoid commercial cleaning products.

Unit surface

Use a dry and soft cloth to clean the unit

Use a wet cloth if necessary but do not use a polisher.

Filters	Replacement	Cleaning
Pre-Filter	Permanent/Washable	Every Month
Medium	Every 12 Months*	Not Required
BioGS HEPA	Every 12 Months*	Not Required
Customized	Every 12 Months*	Not Required
AC Charcoal	Every 12 Months*	Not Required

*Based on 24/7 operation and average indoor air quality

Based on 24 hour use and average indoor air quality, we suggest that you clean the permanent Pre-Filter and Air Quality Sensors at least once every 3 months. For more information on the MinusA2 Maintenance, please click here.

How do I reset the filter replacement indicator?

1. Make sure your MinusA2 air purifier is turned on. You will see that the red filter replacement indicator is lit.
2. Press and hold the Mode button.
3. Now the red filter replacement indicator is off. If you require assistance, please call 888-886-8862.

Please refer to the troubleshooting table in the owner's manual. The table should be able to solve most problems you have concerning the product. If problems remain unsolved, please contact our Customer Care Team for further assistance.

Parts and labor are fully covered by Rabbit Air in the case of a manufacturer's defect. Our customers are responsible for all warranty shipping although we offer a UPS prepaid label service for discounted rate. Filters and accessories are also not covered by the 5 year warranty.

All Canada shipments are shipped by UPS.

Shipping Method :

International Delivery (5-10 business days) - USD $29.95.

Please Note: Shipping time does not include any delay that may occur at Canadian customs.

Taxes:

Orders shipped into Canada may be subject to duty fees and international taxes which Rabbit Air is not responsible for.

We will only charge our customers for the product and shipment cost. Please click here to determine the GST/HST rates that will be added upon border crossing.