If your tracking shows Delivered but you didn’t receive your thermostat, please do the following:
1) Do your due diligence first (required)
- Ensure you provide a safe place for packages to be dropped off (e.g., delivery instructions or a secure location).
- Contact Enervee Customer Support to initiate an investigation with the retailer.
2) Vendor steps (by brand)
Ecobee
- File a Police Report: Report the theft to local law enforcement and include the serial number if you have it. Please reach out to Enervee Customer Support if you need your device serial number.
- Contact ecobee Support: Call 1-877-932-6233 to report the unit stolen. They may be able to blacklist the thermostat, rendering it unusable.
Google Nest
Contact Google Nest Support: Report the issue to Google Nest Support and provide the serial number and proof of delivery/claim details.
3) Enervee policy
Enervee does not cover or replace the cost of a lost or stolen item if we have proof of delivery.
- Please contact us as soon as you discover your item was lost/stolen.
4) If the thermostat had a Demand Response (DR) rebate
- Please notify us that the thermostat was lost/stolen and provide proof of the carrier claim, so we can reset the DR enrollment.
Mar 24, 2026