Customer Service, Int'l Shipping, Policies and Warranty
No Hassle Returns Policy
If you want to return your Aqua Pro Vac... no problem! We offer a no hassle returns policy that makes it easy.
Our goal is to make your product shopping a pleasant and simple experience.
- Quality products you can rely on
- Friendly and "Live" customer service you can trust
- Great Prices that make the ROI that much better.
- Convenient shopping experience that will save you time and money
As of now, we do not accept any orders shipped to an International or APO address.
Customers from Canada
NOTE: It is best to find a freight forwarder in the US or ship to a friend and have them forward it. Try: https://www.myus.com/ca/
Customers from Caribe, America del Sur & America Central try https://aeropost.com/site/es/country-picker
Customers from Mexico try https://www.myus.com/mx/
Puerto Rico, Canada, Hawaii and Alaska
The shipping cost on orders shipped to Puerto Rico, Canada, Hawaii and Alaska is very high and in Canada's case there is also extra paperwork for customs. The additional surcharge for Puerto Rico will be $150 Canada is $110 Hawaii surcharge is $100 and Alaska's surcharge is an $75 additional. You will see these options in the shopping cart once you add your shipping address.
Canadian Customers Please Read
NOTE: There is an extra shipping fee to ship to Canada of $110 (for purchase below $600), for purchase over $600 an extra shipping fee of $150 will be applied on top of the purchase price. This will be a dropdown in checkout.
Canadian shipments may be subject to import taxes, customs duties, and/or fees imposed by the government. These charges are typically due once the package arrives in your country. The charges vary and are based on the price and type of item, package weight and dimensions, origin country, and laws in your province. As we cannot predict these fees ahead of time, we are unable to collect them at the time of purchase. Therefore, the buyer is responsible for paying any additional costs associated with duties, taxes, and customs clearance fees.
All items are shipped Federal Express Home Delivery, FedEx Ground and smaller items and parts ship via USPS. Items usually ship same day if the order is placed before 11am (Pacific). Orders placed after 11am (Pacific) ship the following day from Mayfield Kentucky.
Once your item has been shipped we will automatically send you the tracking number so that you can keep an eye on where your shipment is.
Per FedEx, they will deliver with the lower 48 states with 3-5 business days.
Contact FedEx in the case that you will need to pick up at their local depot, be sure to have the tracking number we send with the shipment.
Sales tax is charged for items shipping to California.
Payments can be made through US issued Credit Card/Debit Card or through Paypal, Klarna or ClearPay. We gladly accept, Visa and MasterCard through our checkout. Please enter your credit card number on the secure online order form.
One Year Limited Warranty
Aqua Pro Vac warrants to the original consumer or purchaser that this Aqua Pro Vac product, excluding all accessories and attachments, is to be free from defects in material and workmanship for a period of (1) year from the date of purchase when used and maintained in accordance with the Users’s Guide.
One (1) year parts and labor on accessories and housing.
This does not include replacement of items due to wear including but not limited to the Floor Wand, Hand or Upholstery Wand, Hose, Replacement Water Pump, Water Tanks or Replacement Trigger.
For this warranty to apply the original purchaser must email email@example.com the date and place of purchase (included in the original packaging or available online at aquaprovac.com) along with a copy of the original purchase receipt to Aqua Pro Vac.
Should any defect covered by the terms of this 1 year limited warranty be discovered, Aqua Pro Vac team will repair or replace any defective part provided the unit is returned by the original purchaser on file.
The liability under this warranty is limited solely to the cost of the replacement parts or the complete unit at the discretion of Aqua Pro Vac. This warranty is void if damage is resulting from accident, misuse, improper operation, unauthorized repair or alteration, tampering, commercial or other than home use, or damages accruing in transit. Any such replacement will be made at no charge to Buyer for parts or labor, provided that Buyer shall be responsible for all shipping and transportation costs associated with returning the Product to Aqua Pro Vac for inspection and covered replacement.
To maintain warranty coverage for the Aqua Pro Steamer, proper descaling and maintenance must be maintained following usage guidelines outlined in the manual. The machine must be descaled monthly using the included citric packet or white vinegar diluted with water. Not doing so will invalidate the warranty on parts replacement and service due to hard water build up in the machine. Only purified water should be used in the steamer. (distilled, deionized, RO purified).
This warranty is extended to the original purchaser only and excludes all other legal and/or conventional warranties. The responsibility of Aqua Pro Vac, if any is limited to the specific obligations expressly assumed by it under the terms of the 1 year limited warranty. In no event is Aqua Pro Vac liable for
incidental or consequential damages of any kind whatsoever.
The customer is responsible for all shipping fees to and from our facility. Carefully pack returning items for repair to avoid damage in transit. Be sure to include in the box all your contact information including name, phone number, email address and shipping address along with a prepaid return ship tag from UPS or FedEx. Contact at (650) 292 4445 or email firstname.lastname@example.org for making arrangements to return items for repair or service. Aqua Pro Vac is not responsible for any shipping cost to or from our Facility
Shipping Damage or Missing Parts
In the unlikely event that your item arrives damaged or is missing parts please email us the details at email@example.com.
Contact our customer service department within 7 business days of the delivery date to report any damage. Unfortunately, packages can be damaged during the shipping process after leaving the warehouse. If your order arrives at your door damaged, broken or defective, we will either replace the broken parts if possible or ship out a new one at our discretion and completely at our expense. Please be sure to inspect your item(s) for concealed damage even if you do not plan on using it immediately and always keep all packaging until you are satisfied with your item. PLEASE do not refuse any shipments as this limits our options in getting you a perfect item. Requests for replacement parts will be processed as quickly as possible but expect them to take 1 to 3 weeks to be received. Please email firstname.lastname@example.org with your needs.
We want you to be 100% satisfied with your Aqua Pro Vac order. If you're unhappy with the item you purchased for any reason, return it to our warehouse within 30 days of the shipment receipt for an exchange or a refund of the full purchase price. (Note: If your item was damaged or defective, see our Damage section above). Please Note: there is a 20% Restocking Fee for returned merchandise.
Please remember, all returned merchandise must be new (never been used) and in its original box with all the packing materials, manuals and registration cards intact. We will not accept dirty, broken or used products or any items in non-standard packaging. Please use transparent packing tape when resealing the box that the machine is shipped in.
You will need to enclose your order/invoice number and/or a copy of your e-mail confirmation with your return along with a memo explaining the reason for return. Please insure your item with the carrier and send the tracking number to service@AquaProVac.com once it ships. We will issue a full refund for the purchase price of any products you return that meet the above conditions within 3 days of receipt in our warehouse.
All items must be returned to:
Contact us for the return address, this varies based on your location.
Cancellations on orders that have already been processed will be accepted and handled in the same manner as returns.
Collecting and Using Your Information
Anonymous, non-personally identifiable information such as your IP address, domain server, type of computer, type of web browser, and addresses of referring sites, also known as "traffic data," may be collected and used to diagnose problems with our server and administer our sites. We may also use "cookies" and "action tags" to collect information. Cookies and action tags allow us to compile statistics and other information about how you use our sites. We may use this data to analyze trends and improve the usability of our sites as well as to administer the sites and gather broad demographic statistics. We may also share non-personally identifiable data with third parties on an aggregate basis. We do not link the information we store in cookies to any personally identifiable information.
Third Party Cookies
Sharing Your Information
AquaProVac.com may establish business relationships and share your contact information with select persons or entities whom we believe have privacy policies that are generally consistent with ours. These persons or entities may contact you about their products or services. You may opt out of sharing this information at any time by emailing us at service@AquaProVac.com .
We reserve the right to provide personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or to comply with a judicial proceeding, court order or legal process served on our Web site, when we believe in good faith that disclosure is necessary to protect our rights, protect your safety or the safety of others, investigate fraud, or respond to a government request.
When you make a purchase at aquaprovac.com, our in-house Customer Service department may need to contact you via phone or e-mail to address questions specific to your order even if you opted not to receive communications from us.
Contacting an Associate
To contact an Associate, email us at email@example.com . Please also check our FAQ page as many questions are answered quickly there.