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NEED TO RETURN AN ITEM?

If you are not satisfied with your order, you can request a return for a full refund within 30 days of your purchase date. To initiate a return please click HERE.

CONTACT US

Do you have questions regarding products, rebates, or checkout? You can chat, call, or email us at service@myorustore.com.

My ORU Store Support

Live Chat: Open the blue "Chat" window at the bottom of your browser to be connected with a representative.
  • Ideal for quick questions and order support.
  • Available Monday – Friday, 9am – 9pm EST, excluding federal holidays.
  • Ideal for checking order status & product questions.
  • We'll reply by the end of the next working day, often much sooner.
  • Ideal for checking order status & product questions.
  • Available Monday – Friday, 9am – 9pm EST, excluding federal holidays.

Billing and General

  • Phone number for Orange & Rockland billing and general account information.
Orange & Rockland Website: ORU.com

FREQUENTLY ASKED QUESTIONS

Overview

What is My ORU Store?

  • My ORU Store is an online store that facilitates the purchase of energy-saving products and services while offering instant rebates at the point of sale for certain products.

How do I find products on My ORU Store?

  • My ORU Store currently offers a selection of the leading energy-saving products, most of which are are eligible for Orange & Rockland's residential instant rebate programs. You can view each of the available products by selecting a product category from the "Products" navigation and by clicking on each product for more details. The Store's home page also offers featured energy-saving products that you can click on for more details.

How do I review a product?

  • You can add a review of a product by clicking on the product, scrolling down to “product reviews” and clicking “write a review.”
Rebates

Which products are eligible for rebates?

  • It's our goal to make upgrading your home easy and affordable. That's why most of the products on My ORU Store are eligible for rebates. Below each listed product, you'll see a tag and quick description of any available rebates.
    • One $35 smart thermostat rebate per service account household during the last 24 month period for Orange and Rockland natural gas heating customers.
    • One $15 smart thermostat rebate per service account household during the last 24 month period for Orange and Rockland electric customers whose thermostat controls their central A/C.
    • 24 LED bulbs per qualified Orange & Rockland electric or dual fuel customer, per year for lighting.
    • Five rebates per qualified Orange & Rockland electric or dual fuel customer, for advanced power strips.
    • Two water saving rebates per qualified Orange & Rockland gas customer, per year.
    • SUEZ water customers are eligible for three additional shower head rebates per year.
    • Qualifying customers are eligible for up to two $450 Charge Smart Program enrollment bonuses per account for Enel X Juicebox 32-amp and 40-amp electric vehicle chargers.

Why am I not eligible for a rebate?

  • Different products have different rebate eligibility criteria, but you must first be a residential customer of Orange & Rockland in the state of New York.   
  • There are many factors that effect rebate eligibility, such as account type (Residential, Commercial…), limits on products and customer type (electric, natural gas or duel).
  • Brand new Orange & Rockland customers may take up to 24hr for their rebate information to be available.
  • Customer accounts may have reached a limit on certain products and will not receive rebates beyond the designated limit.
  • Rockland Electric customers can apply for rebates through the New Jersey Clean Energy Program.

The Charge Smart Program

What is the Charge Smart Program?

What is The Charge Smart Program? The Charge Smart Program is an easy way to charge your electric vehicle (EV) using clean, renewable energy and get a new electric vehicle charger $450 off.
The Charge Smart Program was created to help us stop turning to dirty energy sources. The program uses sophisticated technology to evaluate demands on the energy grid and charge your electric vehicle with the cleanest energy available for your personal charging needs. It also follows your charging requirements so your battery stays topped up and you’re always ready to roll.

What do I need to do to participate?

  1. Buy a charger through the MyORU Store
  2. Get $450 off an Enel X Juicebox 32-amp or 40-amp electric vehicle charger by pre-enrolling in the Charge Smart Program. Go through the checkout process to sign up and save!

  3. Get installed and online
  4. After purchasing your charger, you’ll receive an email with installation instructions. (For more setup help, check out the Enel X Juicebox installation FAQ page.)

    Once your charger is installed, complete your enrollment by signing up with the free JuiceNet mobile app (be sure to use the same email address you entered when buying your charger). The app will help you connect your charger to Wi-Fi and set your charging preferences. Then sit back and let us do the rest!

  5. Start Charging Up!
  6. As soon as you plug in your car, the Charge Smart Program will immediately begin finding ways to optimize EV charging to reduce your carbon footprint. You can set the minimum charge that you need, and we’ll find the cleanest way to get you to it. This may mean your charging occurs in several doses while your car is plugged in, but we’ll get you where you need to be.*

    *You can configure minimum charge, get notifications, and opt out of optimized charging on the EV JuiceNet mobile app as needed.

Where can I learn more?

Learn more about the program

Which products are eligible for the $85 cash back rebate?

  • Ecobee and Emerson smart thermostats included in the My ORU Store are eligible for the $85 cash back rebate, provided successful enrollment in the BYOT program.

Why can't I receive the $85 cash back rebate for the thermostat when I checkout?

  • In order to receive an $85 cash back rebate from O&R, you must first enroll your new thermostat in the BYOT program. Please see “How do I enroll in O&R’s BYOT Program” below for links to each manufacturer’s enrollment page.

How do I enroll in Orange & Rockland's BYOT program?

  • To enroll in a program, visit the website for the program that relates to the thermostat you purchased:
  • Once enrolled, the manufacturer will notify O&R of your confirmed enrollment and you will receive a check for $85.

Is everyone eligible for both the energy efficiency and BYOT program rebates?

  • To be eligible for these thermostat rebates, you must be a residential customer of Orange & Rockland in the state of New York and install your device in the home serviced by O&R.
  • Customers with natural gas heating are eligible for a limited-time $75 energy efficiency instant rebate.
  • Electric customers whose thermostat controls their central air conditioning are eligible for both a $15 energy efficiency instant rebate and the $85 cash back when you enroll your new thermostat in O&R's BYOT program. To receive the $85 cash back your thermostat must also have a Wi-Fi connection.
  • If you have a new account, it make take up to one month to process your eligibility.
Warranty Provisions
  • All product warranties are provided by the product manufacturer. Please visit the product manufacturer website for all warranty information.
Installation
  • Many products offered on the My ORU Store, like LED light bulbs, advanced power strips and water-saving products don't need professional installation. 
  • Please be aware of the installation requirements for each device before purchasing.  
    • To check thermostat installation compatibility please review the following:
    • C-Wires
      • Some thermostats require a C-Wire to power the device.
      • Google Nest Learning Thermostats do not need a C-Wire to function and the ecobee thermostats come with an adaptor for those without a C-Wire. 
      • If you do not have a C-Wire on your existing thermostat, there are products in the market that act as an adapter (type “thermostat c-wire adapter” into your favorite search engine), or a contractor can help you install the device. 
      • Make sure to check your current wiring before purchasing any thermostat, and consult the installation information shown above. 
    • Electric Vehicle Chargers
    • Payment Information

      What payment forms are accepted on the Marketplace?

      • We accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club.

      Why wasn’t I able to complete my online credit card transaction?

      • Please check that you input your credit card information correctly. If you continue to experience issues, you can contact us by calling us toll free at  (855) 285-3720  or send an email to  service@myorustore.com .

      Why was my credit card charged back for my Charge Smart Program enroll bonus?

      • As a part of signing up for the Charge Smart Program, you agreed to install your electric vehicle charger and connect it to Wi-Fi within 90 days in order to keep your enrollment bonus.
      • If you believe you have been charged back by mistake, please contact customer support via the live chat, emailing service@myorustore.com, or calling (855) 285-3720.
      Order Information

      How can I view and print my online order confirmation?

      • You can view your order information using the order confirmation email we send to you.

      How do I track my order?

      • You will receive a tracking number for your shipment as soon as we release it to the delivery company. We cannot adjust your shipping address once your order has shipped.
      • Note: during peak seasonal and promotional periods, shipping estimates may be slightly delayed 3-5 business days. Please be on the lookout for your tracking email.

      The item I bought is now on sale. Can I get a price match?

      • Because sales and promotions have strict dates set by the manufacturer, our company policy does not allow us to price match orders placed before or after the advertised sale period. We apologize for any inconvenience.

      Can I cancel an order?

      • In order to get your order to you as quickly as possible, we begin processing your shipment immediately after you hit "submit". This means that unfortunately, we are unable to cancel orders for in stock items.

      Why is my item on backorder?

      • On rare occasions, popular products can be temporarily sold-out, but we are usually back in stock quickly. If you would like to adjust your order in the event of any delay, please contact us toll free at  (855) 285-3720  or send an email to  service@myorustore.com .
      Privacy
      Your privacy is very important to us. You can see the details of My ORU Store Privacy Policy here. For your convenience, here are links to the Privacy Policy of each of the thermostat manufacturers with thermostats in this store:
      Other Questions

      Who runs My ORU Store?

      • Orange & Rockland is pleased to offer these services through our partners at Uplight. As an authorized program implementer, Uplight is responsible for all services provided through My ORU Store.

SHIPPING

How are shipping fees calculated?

  • At this time, we offer free shipping on all orders over $49. For orders under $49, we offer $5 flat rate shipping.

When will my order be shipped?

  • Orders are typically shipped within 2-6 business days after the order is placed.

Are there any shipping restrictions?

  • Customers can ship to any location within the state of their service address. For all orders, shipping is not available to PO boxes or military bases.

Do you offer expedited shipping?

  • At this time, we do not offer expedited shipping. You will receive a tracking number as soon as we release your order for shipping so you can track its progress.

Can items from the same order be shipped to different addresses?

  • If you need deliveries to different addresses, please place a separate order for each shipping address.

Can I reroute a package that has already been sent out to me?

  • You will receive a tracking number for your shipment as soon as we release it to the delivery company. We cannot adjust your shipping address once your order has shipped. However, you may be able to call the delivery company with your tracking number and request a reroute, but that is between you and the delivery company.

RETURNS

What is your return policy?

  • If you are not satisfied with your order, you can request a return for a full refund within 30 days of your purchase date. To initiate a return please click HERE.

Are there any items that I can’t return?

  • All items available for purchase on our site are eligible to be returned within 30 days of the purchase date.

Will you provide a shipping label for my return?

  • You will receive a shipping label when you submit your return request. A $5.00 cost for the returned shipment will be deducted from your refunded amount.

When will I receive my refund?

  • Once we've received your returned product and verified that the return is complete, we will issue a refund to your original payment method within two businesses days. Please note that depending on your credit card company, a refund may take 7-10 business days to appear on your statement.

What if I receive the wrong product?

  • If your return is due to an error on our part, please contact us by clicking the chat icon below, and we will provide additional return instructions.

Have questions about a return?

  • If you have questions about an existing return or are having issues submitting your request, please click the chat icon at the bottom of your screen to chat with one of our agents.