How Can We Help?

Carrier is here to help you create and enjoy a healthier business. View our frequently asked questions below or give us a call and we are happy to assist.

Call us at: 1 (866) 716-6889

Product

  • How often should I replace the pre-filter?

    The pre-filter generally should be replaced every 60-90 days. When the red indicator light on the front panel is illuminated, the pre-filter is likely clogged and will need to be replaced.

  • How often should I replace the HEPA filter?

    The HEPA filter replacement need depends upon amount of use. The filter life will be reduced when OptiClean is used as an air scrubber. If the red indicator light remains on after first replacing the pre-filter, it’s time to replace the main HEPA filter.

  • How do I purchase replacement filters?

    Replacements for both the MERV 7 pre-filter and the HEPA filter can be purchased directly from this website. View our product catalog to find and purchase the appropriate replacement filter size for your OptiClean unit.

  • Can I put the OptiClean unit in a closet, so it is out of the way?

    To provide effective air filtration, OptiClean needs airflow around and under the unit. Putting it in a closet will severely limit its ability to filter any of the air in your facility. It can, however, be placed against a wall as long as three sides are exposed for free flow of air.

  • How do I purchase replacement parts?

    Replacement parts for the OptiClean unit can be ordered through the local distributor who delivered the product to your business. The contact information for the distributor who delivered your order may be found under the Order Details section in your online account.

How-To

  • How do I attach the caster wheels?

    Printed instructions for attaching the caster wheels are included in the OptiClean Operation and Maintenance Manual. Attach the caster wheels as follows:

    1. Turn off the unit, wait for the fan to stop moving and unplug from the wall outlet.
    2. Carefully lower the unit to its back.
    3. Remove the screws from the outer corners of the cabinet bottom.
    4. Position the caster assembly along the outer edge of the unit and line up the screw holes.
    5. Use the removed screws to attach the caster assembly.
    6. Stand the unit back up and place into position in the room. Plug the unit back into the wall outlet and turn on.

    For further set-up details, view our quick-start guide.

  • How do I attach the diffuser?

    Printed instructions for attaching the diffuser are included in the diffuser packaging. Attach the diffuser as follows:

    1. Turn off the unit, wait for the fan to stop moving and unplug from the wall outlet.
    2. Remove the factory-supplied duct transition if already attached to the top of the unit.
    3. Position the diffuser over the unit’s opening flanges.
    4. Attach the diffuser to the flanges with the provided hardware.
    5. Plug the unit back into the wall outlet and turn on.

    For further set-up details, view our quick-start guide.

  • How do I replace the pre-filter?

    Printed instructions for replacing the pre-filter are included in the OptiClean Operation and Maintenance Manual. Replace the pre-filter as follows:

    1. Turn off the unit, wait for the fan to stop moving and unplug from the wall outlet.
    2. Once the blower wheel has stopped spinning, remove the bottom front door.
    3. Put on Personal Protective Equipment.
    4. Take note of which direction the airflow arrows are pointing, then slide the pre-filter out of the cabinet and immediately put it inside an approved containment bag. Dispose per facility guidelines for hazardous materials.
    5. Replace the prefilter with the same type and size (minimum MERV 7) with the airflow arrows pointing in the same direction as noted previously. If the unit is standing upright, the arrows on the filter must point up.
    6. Replace the bottom front door.
    7. Plug the unit back into the wall outlet and turn on.

    If the red indicator light does not turn off within a few seconds, the HEPA filter will need to be replaced.

    For further set-up details, view our quick-start guide.

  • How do I replace the HEPA filter?

    Printed instructions for replacing the HEPA filter are included in the OptiClean Operation and Maintenance Manual. Replace the HEPA filter as follows:

    1. Turn off the unit, wait for the fan to stop moving and unplug from the wall outlet.
    2. Once the blower wheel has stopped spinning, lay the unit on its back. Remove both the upper and lower doors.
    3. Put on Personal Protective Equipment.
    4. Remove the pre-filter from the unit.
    5. Remove the two front bottom nuts from the all-thread rods on both sides using either a ½-inch open-end or adjustable wrench.
    6. Loosen, but do not remove, the back-bottom nuts.
    7. Slide the bottom HEPA filter supports down and pull the two front all-thread rods upwards to allow room for filter removal.
    8. Remove the HEPA filter and immediately put it inside an approved containment bag. Dispose per facility guidelines for hazardous materials.
    9. Position the new HEPA filter into the unit with the filter gasket facing up) on the discharge side of the filter). Make sure the HEPA filter is centered and the edges align with the brackets on the top side and each side for a complete seal.
    10. Re-install the bottom supports, all-thread rods, and attach the bottom nuts.
    11. Tighten the nuts equally until the filter is held securely in place.
    12. Inspect the filter for a complete and tight fit to assure no air leakage. Loosen the nuts and reposition if necessary.
    13. Replace the pre-filter.
    14. Replace the doors and lift the unit into an upright position.
    15. Plug the unit back into the wall outlet and turn on.

    For further set-up details, view our quick-start guide.

Payments, Orders and Cancellations

  • What methods of payment are accepted?

    We accept most major credit cards, including Visa, Mastercard, American Express, and Discover.

  • Where do I find my purchase receipt?

    Upon purchase, a detailed summary of your order will be emailed to the email address associated to your account. You may also view your order history with detailed purchase receipt at any time by logging into your account and viewing your account information. On the Account Information page, your past orders will display under the Order History section. To view the details of the order, click on the "View Order" link next to the order number you would like to review.

  • How long will it take to process my order?

    Estimated ship date will be determined after your order has been processed. The estimated shipping time after processing your order is typically between four and six weeks. We do our best to ensure that all orders are processed and delivered as quickly as possible. Some orders may have shorter or longer shipping times depending on circumstances. For questions about your shipment, please contact the distributor who is fulfilling your order. The contact information for the selected distributor may be found under the order details section available through your account.

  • How can I check the status of my order?

    To check the status of your order:

    1) Log into your account to view your account information. Your past orders will display under the Order History section.
    2) Under the Order History section, click on the "View Order" link next to the order number you would like to check. The order details will be displayed.
    3) Under the Shipping Address section, you will notice the Fulfillment Status. If the Fulfillment Status is listed as "Unfulfilled", your product has not yet been shipped. If the Fulfillment Status is listed as "Fulfilled," your product has been shipped to the shipping address associated to your order. We do our best to ensure that all orders are processed and delivered as quickly as possible. Some orders may have shorter or longer shipping times depending on circumstances.

    For questions about your shipment, please contact the distributor who is fulfilling your order. The contact information for the selected distributor may be found under the order details section available through your account.

  • How do I view my previous orders?

    You may view your order history at any time by logging into your account and viewing your account information. On the Account Information page, your past orders will display under the Order History section. To view the details of a specific order, click on the "View Order" link next to the order number you would like to review.

  • Why is my order delayed?

    Your order may be delayed if an item you ordered is was not in stock at time of order or transit time by the fulfilling distributor has been delayed. For questions about your shipment, please contact the distributor who is fulfilling your order. The contact information for the selected distributor may be found under the order details section available through your account.

  • How do I cancel my order?

    To cancel an order:
    1) Log into your account to view your account information. Your past orders will display under the Order History section.
    2) Under the Order History section, click on the "View Order" link next to the order number associated to the order you would like to cancel. The order details will be displayed.
    3) If your order is still in an "unfulfilled" status, you may initiate a cancellation by clicking on the "Cancel Order" button.
    4) Click the "Cancel Order" button and fill out the "Request Order Cancellation" form. Select the reason for cancellation in the drop-down menu and add any additional comments as needed in the comments box.
    5) Once ready, click on the Submit button to submit your order cancellation request. Upon submitting your cancellation request, you will receive an email confirming your order cancellation and details.

Shipping and Delivery

  • How much will it cost to deliver my order?

    All orders are delivered with a standard free Ground delivery option. Expedited delivery is not available at this time; however, we do our best to ensure that all orders are processed and delivered as quickly as possible

  • How long will it take to deliver my order?

    Estimated delivery date will be determined after your order has been processed. The estimated delivery time after processing your order is typically between four and six weeks. We do our best to ensure that all orders are processed and delivered as quickly as possible. Some orders may have shorter or longer delivery times depending on circumstances. For questions about your delivery, please contact the distributor who is fulfilling your order. The contact information for the selected distributor may be found under the order details section available through your account.

  • Can you deliver outside of the USA or have any delivery restrictions?

    Currently, Carrier only delivers to addresses within the contiguous United States. We are not able to deliver to residential addresses, PO boxes or APO/FPO/DPO addresses, or international addresses at this time.

  • How do I change where my order should be delivered?

    If you would like to change where your order should be delivered, please contact the distributor who is fulfilling your order. The contact information for the selected distributor may be found under the order details section available through your account.

  • I have an issue or question about my order. Who do I contact?

    If you have an issue or question about your order, please contact the distributor who is fulfilling your order. The contact information for the selected distributor may be found under the order details section available through your account.

  • How do I find the distributor who delivered my order?

    The distributor who delivered your order and their contact information may be found under the order details section available through your account.

Warranty and Returns

  • How do I return a product and get a refund?

    To return a product:

    1) Log into your account to view your account information. Your past orders will display under the Order History section.
    2) Under the Order History section, click on the "View Order" link next to the order number associated to the product you would like to return. The order details will be displayed.
    3) Click the "Return Order" button above the Billing Address section.
    4) Complete the Return Order form displayed. Be sure to select the product you would like to return and the appropriate return reason. Next, fill in any additional comments about your return within the form.

    Refunds are processed once your return request is approved.

  • The product I received was delivered damaged or defective. How do I replace my product with a new one?

    If the item you received was delivered damaged or defective, please complete the Return Order form on the website. On the return order form, select the product you would like to return and the appropriate return reason, then fill in any additional comments about your return within the form. Your return request will then be reviewed. Upon approval of your return request, a refund will be processed. Once your item is returned, you may purchase a replacement product on the website by following the standard checkout process.

  • How long from the time of purchase do I have to return my product?

    You may return your product up to 30 days from original purchase.

  • Can I return more than one product at once?

    Yes, you may return more than one product at once. To return more than one product, please ensure to select each product you would like to return within the Return Order form, fill in the return reason, and add additional comments about the reason for your returns as necessary.

  • What is the warranty of the OptiClean™ Air Scrubber?

    Carrier OptiClean Air Scrubbers have a standard one-year limited warranty. For questions or details about the warranty, please contact us at 1 (866) 716-6889. To file a warranty claim, please contact the distributor who delivered your order. The contact information for the distributor who delivered your order may be found under the Order Details section in your online account.

  • How do I file a warranty claim?

    To file a warranty claim, please contact the distributor who delivered your order. The contact information for the distributor who delivered your order may be found under the order details section available through your account.

Account & Privacy

  • How do I create an account?

    To create an account:

    1) Click on the profile icon at the top-right of the page to be taken to the Login page.
    2) Click on the "Create Account" button.
    3) Enter your first name, last name, email address, password, and business address. Make sure the password you create cannot be easily guessed. We recommend making your password at least 8-10 characters using a combination of uppercase characters, lowercase characters, numbers and special characters.
    4) Click the Create button.

  • How do I login to my account?

    To login to your account:

    1) Click on the profile icon at the top-right of the page to be taken to the Login page.
    2) Enter the email address associated to your account.
    3) Enter the password associated to your account.
    4) Click the "Sign In" button.

  • I don't remember my password. How do I reset it?

    To reset your password:

    1) Click on the profile icon at the top-right of the page to be taken to the Login page.
    2) Click on the "Forgot your password" link.
    3) Enter the email address associated to your account.
    4) Click the "Submit" button. An email will be sent to you with a link to reset your password.
    5) Follow the directions in the email to reset your password.

  • How do I log out of my account?

    To log out of your account:

    1) Click on the profile icon at the top-right of the page to be taken to the Account Information page.
    2) Click on the Log Out link on the top right side of the Account Information section of the page.

  • How do I update/edit my saved account details?

    You may update your details at time of check out or update your saved details at any time by visiting the Account Information page and clicking on the area you would like to update. For example, to update your business address from the Account Information page, click on the saved address. Under your address, you may click the "Edit" button to edit your address details. Once ready, click on the "Update Address" button to save your edits. You may also add a new address by clicking on the "Add A New Address" button and filling out the form.

  • How do I sign up for email communications to hear the latest about Carrier OptiClean?

    If you are logged into your Carrier OptiClean account during check out, you may opt-into marketing communications by selecting the checkbox next to the message "I agree to receive marketing communications including a request to provide a rating and review of products I purchase from this website." and completing your checkout.

  • I no longer wish to receive email communications from Carrier. How do I unsubscribe?

    To unsubscribe from future marketing email communications, click on the "unsubscribe" link at the bottom of the emails. You may also uncheck the checkbox next to the message "I agree to receive marketing communications including a request to provide a rating and review of products I purchase from this website." during any future check outs.

  • I received a suspicious email or phone call from Carrier. What should I do?

    Carrier will never email or call you directly asking for your account information, personal information or payment information. If you have received a suspicious email, please report it immediately and delete the email.

  • What are your privacy policies and terms?

    Your privacy is important to us. Please visit our Privacy Policy, Terms of Use, Terms of Sale, and CA Privacy Rights (for California residents) pages to learn more.

Troubleshooting

  • Why can’t I add a product to my cart?

    If the Add to Cart button appears disabled, you must first create or log in to your OptiClean account. Once logged in, you will be able to add products to your cart accordingly. If you are logged in and still unable to add products to your cart, you may have reached the maximum limit of OptiClean unit purchases available to you through the website. For larger commercial applications that require more than five OptiClean units, we recommend requesting a quote from your local distributor. Fill out our Request a Quote form, and we’ll connect you with a distributor in your area.

  • I can’t add as many OptiClean units as I want to my cart. Who do I contact to purchase more units?

    For larger commercial applications, we recommend requesting a quote from your local distributor. Fill out our Request a Quote form, and we’ll connect you with a distributor in your area.

  • Nothing happens when I turn on the OptiClean unit. What should I do?

    First, make sure the unit is plugged into a 115V electrical outlet. Next, check your main electrical panel circuit breakers or fuses. Finally, remove the control panel plate and check that the switch is connected, and wiring is intact. If you still have trouble, contact the distributor who delivered your order for further assistance. The contact information for the distributor who delivered your order may be found under the Order Details section in your online account.

  • The green indicator light is not on. What should I do?

    Remove the control panel plate and check that the switch is connected, and wiring is intact. If you still have trouble, contact the distributor who delivered your order for further assistance. The contact information for the distributor who delivered your order may be found under the Order Details section in your online account.

  • Nothing happens when I adjust the Low/Med/High switch. What should I do?

    The switch may not respond if there is an electrical short. If the OptiClean seems to be “stuck” in low, medium, or high airflow, contact the distributor who delivered your order for further assistance. The contact information for the distributor who delivered your order may be found under the Order Details section in your online account.

  • Why won’t the OptiClean unit stay in place while operating?

    If the OptiClean unit isn’t staying in place during operation, check to be sure all the caster wheels are in the locked position. If they are not locked, turn off and unplug the unit from the wall outlet. Lock the caster wheels as needed. Plug the unit back into the wall outlet and turn on.

  • Why does the sound level seem high?

    The OptiClean Negative Air Machine and Air Scrubber provides the most air filtration at the highest fan setting. However, higher fan settings will increase the operating sound as well. For quieter operation, select a lower fan setting.

  • The unit seems louder than expected. What should I do?

    If your OptiClean unit sounds louder than usual, inspect the unit’s blower motor and motor taps for proper wiring. To access the motor, follow the Operation Manual instructions for making Airflow Adjustments. Check the unit’s wiring against the manual’s wiring chart to make sure the color-coded wires are attached to the correct taps for low/med/high operation. If the wiring seems to be correct, contact the distributor who delivered your order for further assistance. The contact information for the distributor who delivered your order may be found under the Order Details section in your online account. To help manage the sound level, you may want to consider purchasing a diffuser for your OptiClean unit. View our product catalog to find and learn more about our diffuser kits.

  • My OptiClean unit is making strange sounds. What do I do?

    Turn off and unplug the unit from the wall outlet. Remove the doors to be sure all loose parts and instructions have been removed from inside the unit. Check the filters to be sure they have not become dislodged and re-position the filters as needed.