Shipping
Carriers & Deliverable Addresses
The Vacuum Factory ships via multiple carriers including FedEx, UPS, and USPS at our discretion based on your location, order size, and availability. Because we use different carriers, it is critical that the shipping address you provide is deliverable by both UPS/FedEx and USPS. Some addresses, particularly rural routes, industrial parks, or non-standard addresses may be deliverable by one carrier but not another. Please verify that your address is recognized and deliverable by all major carriers before placing your order. If we are unable to deliver to your address via our selected carrier, you will be responsible for any additional shipping charges required to reroute or reship your order.
General Shipping Information
- All orders are shipped ground via common carrier (FedEx, UPS, or USPS) at our discretion. For expedited shipping, please call us at (877) 822-7868 for rates.
- We do not charge sales tax unless required by your state.
- Orders will not be delivered on weekends or national holidays.
- Orders submitted prior to 12:00 PM EST are usually processed the same business day. Same-day shipping is not guaranteed.
- Occasionally items must be back-ordered. If this occurs, we will notify you via email, which may delay shipment.
- Orders paid by check will not be shipped until the check has cleared the bank.
- Please allow 3–7 business days to receive your order (special order products excluded).
- Peak Season Notice: During high-volume periods (holidays and promotional events), order processing and shipping times may be extended beyond our standard timeframes. We appreciate your patience and will notify you of any significant delays.
Shipping Rates
| Order Total | Shipping Charge |
|---|---|
| Up to $74.99 | $8.95 |
| $75.00 and over | FREE* |
*Certain products do not qualify for free freight over $75. If a product is not eligible for free shipping, freight charges will be calculated at checkout. Shipping charges may also apply to orders where high freight costs are incurred on particular products. These charges will be clearly stated before your order is finalized.
Signature Confirmation
We do not require proof of delivery by signature unless specifically requested by the customer. All shipping carriers charge a fee of $25.00 for “Signature Required” service. To add this to your order, please contact us at (877) 822-7868 prior to shipment.
Delivered Packages
Once your shipment has been confirmed as delivered by the carrier, The Vacuum Factory’s shipping obligation has been fulfilled. Any packages that are lost, stolen, or damaged by acts of God after confirmed delivery must be addressed directly to the carrier. This does not apply to packages that are unclaimed by the recipient.
Incorrect or Undeliverable Addresses
If your order is shipped to an incorrect or undeliverable address that was provided by the customer, you will be responsible for any additional shipping charges required to reship the product to the correct address.
Outside the 48 Contiguous States
Shipping charges apply to all orders shipped outside of the contiguous USA and will be calculated at checkout. We do not collect VAT taxes, duties, or brokerage fees. The Vacuum Factory will not be responsible for any unclaimed packages or unanswered inquiries from the shipping carrier or customs department. If a package is disposed of by the carrier or customs authorities due to non-response, The Vacuum Factory will not be held liable and no refunds or replacements will be issued.
Tariff Notice
Due to ongoing tariff issues in the USA, there may be circumstances outside of our control that require us to request additional funds for merchandise after your order is placed. If this occurs, we will contact you prior to shipping so that you have the option of accepting the additional charge or cancelling your order.
Order Cancellations
Any order cancelled after the initial processing stage has been completed may be assessed a processing fee of 5%–10% of the order amount due to credit card and other processing expenses. If you cancel your order after it has already shipped, we will attempt to reroute the package back to us and will deduct any additional shipping fees incurred. If we cannot reroute the package, you will be required to request a Return Authorization and return the merchandise at your own expense.
Missing Items / Damaged or Defective Products
Customers must verify receipt of all items at the time their order is received. Any missing items must be reported to The Vacuum Factory within 5 days of receipt (excluding back-ordered items; applies only to completely filled orders). Any damaged merchandise or carton shortages must also be reported within 5 days of receipt.
Any parts or equipment excluding consumable products such as filters and belts that are received damaged or defective will be repaired or replaced at the sole discretion of The Vacuum Factory or the manufacturer, according to their warranty policy. For orders shipped outside the 48 contiguous states, we will not assume responsibility for return shipping of defective merchandise due to the cost of shipping to those destinations.
Returns
Return Authorization
All returned items must have a valid Return Authorization number (RA#) issued by us within 30 days from the invoice date. Product must be received by us within 14 days of RA# issuance – NO EXCEPTIONS. Each Return Authorization is limited strictly to the item(s) listed on the form.
The Vacuum Factory does not take title to returned items until the item arrives at our fulfillment center. Any additional items included in the return package that were not authorized will not be credited and will not be returned. No returns will be accepted or credited without an RA# written clearly on the return package label.
Product must be returned in brand new, resalable condition with original packaging, all manuals, and all included materials. Due to sanitary reasons, opened packages of vacuum filter bags cannot be accepted for return.
Exchanges
We do not offer direct product exchanges. If you wish to exchange an item, please follow the standard return process to return the original item and place a new order for the correct product. Standard return eligibility, restocking fees, and shipping deductions apply. Please contact us at (877) 822-7868 if you need assistance selecting the correct replacement item before placing your new order.
Restocking Fees & Refunds
- A restocking fee of 10%–25% may apply at our discretion to all returned merchandise, excluding damaged, defective, or incorrectly shipped products.
- Either $8.95 or the actual shipping costs incurred will be deducted from your refund at our discretion, regardless of whether you received free freight.
- No refunds after 30 days from the invoice date – NO EXCEPTIONS.
- Shipping, processing, and insurance charges are not refundable.
- Returned shipping costs are at your own expense. All returns should be insured and require a signature for proof of receipt.
- Your refund will be credited to the original payment method or by check at our discretion. Please allow 7-14 business days for us to process your return once received. Once issued, please allow an additional 3–5 business days for your bank or card issuer to post the credit to your account.
- You have 5 business days to review your credit for any discrepancies once it has been issued.
- No refunds will be given for orders refused by the customer.
Chargebacks & Disputes
We are committed to resolving any order issue fairly and promptly. If you have a concern about your order, we strongly encourage you to contact us directly at (877) 822-7868 before initiating a chargeback or dispute with your credit card issuer. Filing a chargeback without first contacting The Vacuum Factory may result in the suspension of your account and your ability to place future orders with us. Most issues can be resolved quickly and to your satisfaction when addressed through our customer service team.
Non-Returnable Items
- Batteries – not refundable per manufacturer requirements.
- Consumable products including cleaning chemicals, sprays, powders, air fresheners, essential oils, Host Dry products, or any cleaning liquids may not be returned or refunded if opened and/or used.
- Motors and electrical components – will not be credited until tested and approved by our service department.
- Special Order products – cannot be cancelled or returned for a refund once the order has been placed or received. See Special Orders section below.
Reliable Brand Returns
The manufacturer Reliable has a 25% restocking fee on all returned items and accepts new and unused products only. All items being returned to Reliable warehouses in Canada are at the customer’s expense. Return method and location are determined by Reliable, not The Vacuum Factory. Please contact us for a Return Authorization number before returning any Reliable product.
Warranty Claims
A warranty claim is not the same as a return. If your product develops a defect or stops functioning properly after use, it may be covered under the manufacturer’s warranty rather than our standard return policy.
- Manufacturer warranty: Some products sold by The Vacuum Factory carry a manufacturer’s warranty. For warranty service, you may be directed to contact the manufacturer directly, or we can assist you in initiating a claim. Please contact us at (877) 822-7868 and we will help guide you through the appropriate process.
- What warranty covers: Most, not all, defects in materials and workmanship under normal use during the warranty period.
- What warranty does not cover: Damage caused by misuse, improper installation, normal wear and tear, consumable parts (belts, filters, bags), or unauthorized repairs.
- Proof of purchase is required for all warranty claims. Keep your order confirmation email as your receipt.
If you are unsure whether your issue is a warranty claim or a return, contact us first and we’ll point you in the right direction.
Special Orders & Substitutions
Special Order products cannot be cancelled or returned for a refund once the order has been received and/or shipped by The Vacuum Factory. This applies to all orders placed online or through our customer service line. We strongly suggest calling us at (877) 822-7868 prior to placing a Special Order to verify availability, as your credit card is charged at the time of checkout.
Certain products including, but not limited, to Ametek Windjammer, Ametek Microjammer, and Ametek Minijammer Motors are Non-Cancellable and Non-Refundable and require a completed Non-Cancel, Non-Refund Agreement before your order will be processed and/or shipped.
- Orders placed online: A Non-Cancel, Non-Refund Agreement is presented electronically during the checkout process. By completing your purchase, you acknowledge and agree to these terms. No separate form is required.
- Orders placed by phone: A Non-Cancel, Non-Refund Agreement will be emailed to you at the time your order is placed. This agreement must be signed and returned to us within 5 business days of your purchase date. If a signed agreement is not received within this timeframe, the order will be forfeited, all funds will be considered abandoned and will become the sole property of The Vacuum Factory. Any claims regarding forfeiture must be submitted in writing within 10 business days of the original purchase date.
These terms apply regardless of the method by which the agreement is executed.
We reserve the right to substitute a motor with one of equal or better performance that is a manufacturer-recommended replacement in factory new condition. This substitution policy may also apply to filters, filter bags, cartridge filters, vacuum hoses, vacuum parts, and accessories. We make every effort to provide the item you originally ordered. Contact us prior to ordering if you have concerns.
General Policies
While we make every effort to ensure accuracy on our website, we reserve the right to correct any errors in pricing, descriptions, or images, and to cancel or refuse any order based on an incorrect price, description, or image. Pictures shown are for display purposes only and items shipped may differ. Such corrections may be made even after an order has been placed and accepted.
By using this website or by calling The Vacuum Factory, you agree to and accept all policies and procedures of The Vacuum Factory. These policies may be changed or amended at any time without notice.
