Have a question about ordering products? The answers to your most commonly asked questions are right here at your fingertips. You can also order by phone at 800.222.7820 or use the contact form to ask us a question directly.
Customer Service Contact Form
Frequently Asked Questions
The Sub-Zero air purification system is a patent-pending process that uses a UVC light bulb to activate titanium dioxide coated glass tubes. The reaction creates a catalyst that consistently filters/scrubs the air in the unit.
The air purification system scrubs the air of bacteria, viruses, molds and reduces ethylene gases and odors. This helps keep food fresher, longer and eliminates the transfer of taste and odor.
Life of the air purification system is 1 year. The control panel air purifier icon will flash when the cartridge needs to be replaced.
Lift up the Pure Air panel in the back of the unit. Pull down on the cartridge cover to open. Pull cartridge out and replace with a new one. After replacing cartridge, close cover and panel. Press and hold the PURE AIR key on the control panel for 5 seconds. This will reset the system for 1 year.
It is not necessary to use the air purifier, just remove the cartridge. Press the Pure Air button on the control panel to turn off the system so there will be no more reminders to change the cartridge.
The cartridge contains a UVC bulb that contains mercury. Mercury products should not be disposed in regular trash. To find a disposal site in your area go to epa.gov or call 800-222-7820. Anywhere you dispose of compact fluorescent bulbs will also be appropriate to dispose of the cartridge.
If you live in the USA and Canada, go to subzerowolfstore.com or call 800.222.7820. Sales of air filters outside the USA and Canada are handled through our product distributors. For the product distributor that services your territory, please refer to the Sub-Zero International Locator.
Air filters are returnable within the first 30 days of ordering providing they have not been opened or used. In order to process your return properly and ensure you get credited appropriately, please call 800.222.7820. The consumer is responsible for repacking and shipping the filter back to Sub-Zero.
Purchases made through the website defaults to standard ground delivery, which usually takes 5-7 business days. Overnight and 2nd day options for delivery are available via the website, but must be ordered by 11:00 a.m. to guarantee next day or second day options.
The microbiological water filter reduces sediment, heavy metals, chemicals, viruses and bacteria. By using the filtration system, you get cleaner, fresher tasting ice and water.
Regular carbon filters remove sediment, heavy metals and chemicals. With the Sub-Zero microbiological water filter, not only does it reduces sediment, heavy metals and chemicals, it also removes 99.9% of viruses and bacteria. Sub-Zero is the only built-in refrigerator that offers this feature.
No. The built-in water filtration system will not remove fluoride, iron and minerals from your water.
It is not required to use the water filter. It can be removed, however; a filter bypass plug must be installed for the unit to produce ice or dispense water. Contact Sub-Zero customer service at 800.222.7820 of you are interested in purchasing a bypass plug or your dealer. If a bypass plug is not installed and the filter is removed, there will be no water flowing into the unit.
A reverse osmosis system can be used provided there is constant water pressure of 30psi to 100psi supplied to the unit at all times. In this application it is recommended that the water filtration system be set to the bypass mode by removing the filter and installing a bypass plug. Contact Sub-Zero customer service at 800.222.7820 of you are interested in purchasing a bypass plug or your dealer. If a bypass plug is not installed and the filter is removed, there will be no water flowing into the unit. If you use both systems, you may experience slower dispensing.
Patented design lets you push the water filter in and it will release. Installing and removing the filter are done in the same manner. Push and release.
The filter lasts 235 gallons or up to 1 year, whatever comes first. The unit will know when the system has filtered 235 gallons or 1 year.
If you live in the USA and Canada, go to subzerowolfstore.com or call 800.222.7820. Sales of water filters outside the USA and Canada are handled through our product distributors. For the product distributor that services your territory, please refer to the Sub-Zero International Locator.
The water filters can be thrown away with regular trash. There are no dangerous chemicals or compounds that would require special disposal.
Your local authorized Sub-Zero dealer can sell filters to consumers if they choose, however Sub-Zero does not require its dealers to carry the replacement filters. You can find an authorized dealer in your area by going to our locator.
Filters for sale through the Sub-Zero website are only for shipment to the USA and Canada. Sales of filters outside the USA and Canada are handled through our product distributors. For the product distributor that services your territory, please refer to the Sub-Zero International Locator.
Shipping costs are calculated based on the weight of your package, the type of shipping method you choose (next day air is the most expensive, followed by second day air and then standard ground shipping) and the location to which it is shipped. When you go through the check out process, your total shipping costs for your order will be calculated. You may revise your shipping method or quantities/products ordered at any time.
All orders are encrypted with Secure Sockets Layer (SSL) technology. SSL encrypts all of your personal information including credit card number, name, and address. In order for SSL to work, you must use an SSL-enabled browser. You can learn more at http://www.verisign.com/ssl/ssl-information-center/ssl-basics/index.html. Please note: If you need to contact Sub-Zero/Wolf via email, please understand that email is not encrypted and is not considered a secure means of transmitting your credit card information. Please do not include your credit card number in any email correspondence. If you prefer not to order online, you can place your order by phone 24 hours a day at 800-222-7820.
Taxes are calculated for each jurisdiction in which Sub-Zero and Wolf is required to pay taxes. Taxes are calculated for each shipping address. The total tax computed is based on the total cost of all items plus the cost of shipping, multiplied by the total tax rate of the state and locality to which the item(s) is shipped.
The credit card verification/security number is printed on your card and provides a safeguard when a purchase is made. For Visa, Mastercard and Discover Network, it is the last three digits printed on the back of the card. For American Express, it is the four digits printed above the account number on the front of the card.
Receipt confirmation will be emailed to you within 24 hours.
Customers are currently unable to save items placed in their shopping basket to be purchased at a later date. All orders must be placed during the same shopping session.
Yes, product ordered can be shipped to Alaska and Hawaii. However, please note that shipping to Alaska and Hawaii generally takes 5-10 business days via standard ground.
Yes, product ordered can be shipped to Canada. However, please note that shipping to Canada generally takes 5-10 business days via ground. Next day or second service is available, but is not guaranteed.
For standard ground delivery we utilize the United States Postal Service. Next-Day Air and Second-Day Air options ship via UPS.
Yes, you may ship your product next day or second day air. Please note that orders may not ship the same day they are placed. Also note that shipments to Canada, Alaska and Hawaii may take an extra day or two for delivery.
Customers may choose how they would like their order delivered between standard and expedited delivery on select parcel items, but Sub-Zero/Wolf does not allow customers to select a specific carrier for delivery.
If you receive your order and it is damaged by the delivery company, refuse delivery (if possible) and call 1-800-222-7820 within 3 days to report any damages.
Yes, anytime prior to your order being processed and shipped, you can make changes to your order. If your order has been processed, you may have to submit a new order with the changes and refuse delivery on the original order. For assistance, call Customer Service at 1-800-222-7820. For processed and shipped orders you can find more guidance in our Returns section to process a return or exchange.
Since we are committed to processing all customer orders as quickly as possible, we cannot guarantee order cancellations. If you would like to cancel an order, call Customer Service at 1-800-222-7820 as soon as possible after placing the order and we will attempt to cancel it. However, if the order has been processed, we may not be able to cancel it.
All returns for credit must be returned (freight prepaid) in the original packaging within 45 days of receipt of item(s) along with a copy of your invoice. You must call customer service at 1-800-222-7820 to obtain an RMA# for processing your request. Please allow 4 to 6 weeks for processing of credit.
Refunds can only be issued to the original credit card used for the purchase.
We administer return credits within 5 business days after the product is received in our return center.
If you have purchased your product at a local dealer, then please return your item to that same dealer. Only items ordered online may be returned back to Sub-Zero and Wolf.
Sub-Zero and Wolf does not reimburse the original shipping charge for products returned for reasons that are not the fault of Sub-Zero and Wolf. We will reimburse shipping charges for shipping errors or if the item arrives damaged or defective).
All products sold through the Sub-Zero and Wolf E-commerce store feature a lifetime warranty. For complete warranty information download our warranty information sheet.