Free Shipping On All Canadian Orders Over $199

FAQ

Frequently Asked Questions (FAQ)

1. What is your return policy?

We offer a 14-day return window from the date you receive your order.

To be eligible for a return, your item must be:

  • In the same condition you received it

  • Unused and unopened

  • In the original packaging

Please note:

  • Customers are responsible for return shipping costs. If a prepaid return label is provided, its cost will also be deducted from your refund

  • A 10% restocking fee will be deducted from your refund

  • Items returned without prior authorization will not be accepted

To request a return, please reach out via our Contact Us page or email mobilevacuum@rogers.com.

Once we’ve received and inspected your return, we’ll notify you of approval. If approved, your refund will be processed to your original payment method. Please allow additional time for your bank or credit card provider to post the refund.

2. Are refurbished products returnable?

All refurbished products are final sale and are not eligible for return or exchange. Warranty coverage is provided directly by the manufacturer.

3. What if my order arrives incorrect?

When your order arrives, please take a moment to check it over. If anything is damaged or not quite what you ordered, contact us right away so we can resolve the issue quickly.

4. How long does it take to receive my refund?

Once your return is approved and processed, we’ll issue a refund to your original payment method. The exact timing will depend on your bank or credit card provider, but most refunds appear within 5-10 business days after processing.

5. Do your products come with a warranty?

Yes! We are an authorized reseller, which means all new products purchased from us include a genuine manufacturer’s warranty.

Warranty coverage varies by brand and product, so please refer to your product’s documentation or the manufacturer’s website for full details. Warranty service is provided directly by the manufacturer.

6. Why am I seeing a verification request from NoFraud?

We use NoFraud, a trusted fraud prevention service, to protect our customers and our business from unauthorized transactions.

In rare cases, NoFraud may contact you by email or phone to confirm details about your order. This verification process is:

  • Fast - usually completed within minutes

  • Secure - your information is protected and never sold or used for marketing

  • Free - there is no cost to you

If you receive a verification request, please respond promptly to avoid shipping delays. Your order will not be charged or shipped until the verification is complete.

7. What are your shipping policies?

Shipping Area
We currently ship within Canada only.

Shipping Rates

  • $0-$99.99 = $12 shipping rate
  • $100-198.99 = $16 shipping rate
  • $199+ = Free!

Couriers
During Canada Post strikes, we will utilize alternative couriers such as Canpar, UPS, and Purolator.

Processing & Delivery Times

  • Orders are typically fulfilled within 1-3 business days

  • Shipping takes 1-6 business days, depending on location

  • Remote areas may experience longer delivery times

  • Delays may occur during holidays

Tracking Information
When your order ships, you will receive an email with a tracking number so you can follow its journey until it arrives.

Shipping Concerns
Please allow 6 business days after your item has shipped before contacting us with delivery concerns.

Exceptions
We reserve the right to cancel orders where shipping costs are excessively high (e.g., certain PO Boxes). If this occurs, we will contact you to discuss alternative options.

8. Can I cancel my order after placing it?

Order cancellations are only accepted within 30 minutes of placing your order.

Because we begin processing orders quickly, we cannot guarantee cancellation requests made after this time. If your order has already shipped, you may be able to return it following our standard Return Policy.

9. How can I contact you?

The easiest ways to reach us are:

We aim to respond to all inquiries within 1-2 business days.

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