FAQs

General Questions

Why do I need to create a new store account if I already created a store account before 1/3/23?

The Ameren Illinois Online Marketplace updated the platform that the store is hosted on. All customers will need to create a new marketplace account after 1/3/2023 in order for your account info to be stored in the marketplace's database. You will be prompted to create a new account before completing checkout or you can click on STORE ACCOUNT at the top left of the website.

Which products are eligible for rebates?

All of the smart thermostats are eligible for rebates. The rebates are applied instantly for eligible customers and no paperwork is required. Some non-rebated products are available for purchase which support the functionality of the rebated products.

Is there an application process for the rebates?

No, there is no application process needed for the Ameren Illinois Online Marketplace instant rebates. The rebates are instantly applied at the point of sale.

Why do you need to verify my account?

Account verification is necessary to ensure that the rebates are available to customers with an eligible residential account with Ameren Illinois.

Are there any additional requirements to be met in order to purchase a smart thermostat from the Ameren Illinois Residential Marketplace?

Yes! Your heating fuel, whether gas or electric, must be provided by Ameren Illinois. Customers that heat their home with propane are also eligible.

Why is there an additional sales tax line during checkout?

The lower prices for products purchased through the online marketplace can be the result of a combination of instant rebates, sale prices and coupons. According to tax regulations, we must charge sales tax on the full value of the item, including the value of all rebates, discounts or coupons funded by the Ameren Illinois Online Marketplace. While not all discounts are funded by the Program (e.g. some manufacturer discounts), you may see an additional item at checkout called "Sales Tax Adjustment." This includes the additional tax amount we are required to collect.

For more information, please contact our customer support.

Is there a minimum and maximum amount I can buy?

Limit of 1 smart thermostat lifetime per eligible residential address
Limit of 6 air purifiers per eligible residential address
Limit of 6 dehumidifiers per eligible residential address
Limit of 6 advanced power strips per eligible residential address
Limit of 2 aerators and showerheads per eligible residential address
Limit of 6 weatherization products per eligible residential address

When a customer makes a purchase, who does the charge come from?

The charge on your credit card will come from the Ameren IL Marketplace.

How do I know if my order was received?

After your order is placed, you will receive an order confirmation email to the email you used while registering for your account. Once your order has shipped, you will receive another email with your tracking number.

What are the shipping and handling rates?

The Ameren Illinois Online Marketplace has free shipping and handling on orders over $35 and flat-rate shipping of $10 per order if the total is less than $35.

Can my purchases be shipped to another address other than my Ameren Illinois service address?

Your order can be shipped within the Ameren Illinois Online Marketplace service territory. All products purchased on the Ameren Illinois Online Marketplace must be installed at the service address of the validated account. We do not ship to addresses outside of the Ameren Illinois service territory.

How long will it take for my order to arrive?

Due to the extended and highly variable shipping times we’re currently seeing, orders may take 2-4 weeks to be delivered. You will receive a shipping confirmation once the order ships which will include a tracking number. If you do not receive a shipment confirmation within 2 weeks or your package within 4 weeks, feel free to contact customer support.

Products may ship separately.

General Item Returns

Eligible Time Period: 30 days from delivery date

Opened, installed, or incompatible thermostats and items that are not in original condition are NOT eligible for returns.

We want you to be satisfied with the products purchased from us but are unable to refund products that have been installed, for which the original packaging has been destroyed, or that are otherwise not in original condition and resalable. Customers are responsible for checking thermostat compatibility PRIOR to placing an order.

You are responsible for returning products in a safe, unbroken condition, so please pack returns carefully. You may want to insure returns of valuable merchandise. Upon receipt of returned product/s, a credit equal to the product purchase price will be issued to you through the same payment method you used to pay for the order. See Returns Process below.

Incorrectly Shipped Orders

Eligible Time Period: Inspect your order within 2 business days from delivery date. If you received items you did not order, we will send you a prepaid shipping label for you to return the incorrectly shipped merchandise. We will ship a new order for the correct merchandise within one business day.

Damaged Item Returns

Eligible Time Period: Inspect your order within 2 business days from delivery date. If an order has arrived damaged you should notify the supplier, AM Conservation (AMC), within 2 business days of delivery date. AMC will ship replacements at no cost. Some items, such as smart thermostats, will need to be returned to AMC prior to a replacement being sent. AMC will notify you if any of the damaged items need to be returned and will send you a prepaid shipping label to do so.

Defective Item Returns (Smart Thermostats)

If a smart thermostat is deemed truly defective by the manufacturer, NOT incompatible, contact the thermostat manufacturer to discuss replacement. Customers are responsible for checking thermostat compatibility PRIOR to placing an order. See below for manufacturer contact information.

Defective Google Nest:

Support: https://support.google.com/googlenest/gethelp

Defective Ecobee:

Call:1.877.932.6233

Email:support@ecobee.com

Defective Emerson:

Support:https://sensi.emerson.com/en-us/support

Call:1.888.605.7131

Defective Honeywell:

Chat

Call:1.800.633.3991

Returns Process

AMC will pay the return shipping costs if the return is a result of our error (you received an incorrect or damaged item, etc.).

Items must be returned within 45 days of invoice to be eligible for credit.

Returned items must be received by the supplier AM Conservation (AMC) in new condition and in the original packaging to be eligible for a refund.

AMC will send you Return Merchandise Authorization (RMA) documentation which must be placed inside the return shipment package and RMA number printed on each package in order for returned material to be received at AMC.

If you need to return an item, please  Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. If you have created an account on the Ameren Illinois Online Marketplace you can also submit a return request but visiting your My Account page.

Shipping

We only can ship with the Ameren Illinois service territory. 

A confirmation email will be sent with the tracking code after your order has shipped.

For any questions regarding returns or shipping please call 866-901-6738.