Frequently Asked Questions - NM


What is the Xcel Energy Store?

  • The Xcel Energy Store is an online store that facilitates the purchase of energy-saving products.

How do I find products on the Xcel Energy Store?

  • The Xcel Energy Store currently offers a selection of the leading smart thermostats. You can view each of the available thermostats on the home page and click through to each thermostat 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.” 

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 the Xcel Energy Store are eligible for rebates. Below each listed product, you'll see a tag and quick description of any available rebates.

Rebate limits apply:

  • Two (2) Wi-Fi thermostat rebates
  • Two (2) LED rebates

What is included in the listed product price?

Prices shown reflect savings from instant rebate or limited-time sales where applicable. Prices do not include tax or shipping fees.


How do I login or register?

      • You can login or create an account by clicking “Account” in the top right corner. From there a drop down menu will appear with the option to “Login or Register.”

How do I view my order history?

      • Login to your account, click on your name in the top right corner, then click “Account” to view your order history.

Forgot your password?

      • You can initiate a password reset by clicking “Account” in the top right corner. From there a drop down menu will appear with the option to “Login or Register.” Click on “Login or Register” and then click “I've forgotten my password” to initiate a password reset. 

How do I update or change my address?

      • Once you are logged in, click on “Account” in the top right corner, then click “Account” in the drop down menu. From there, click “Addresses” where you will be able to update your address. 



      • All product warranties are provided by the product manufacturer. Please visit the product manufacturer website for all warranty information. 




      • Some thermostats require a C-Wire to power the device, like the Honeywell thermostats and ecobee SmartSi thermostat offered on this store.
      • Nest Learning Thermostats do not need a C-Wire to function and the ecobee3 HomeKit-enabled thermostat comes 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.  


What payment forms are accepted on the Energy Store?

      • 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 using one of the options on our Contact Us page, call us toll free at +1 (855) 292-0435 or send an email to



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.  If you have created an account, you can also view your order confirmation by logging into the Energy Store and accessing your Account. All your orders will be available. 

    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.

      How do I modify or cancel my order?

        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 +1 (855) 292-0435 or send an email to



              • For shipping & delivery questions, please see our Shipping page.



                • For returns questions, please see our Returns page.



              Your privacy is very important to us. You can see the details of the Xcel Energy 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

                  • Still have questions? Please contact us using one of the options on our Contact Us page.