Order FAQs

    - I have questions. How can I get help?

    We're happy to help you with any questions you may have. Whether you're wondering what kind of vacuum to buy, what exactly a filter is good for, how much shipping will cost or about how our website works -- we want to make your shopping experience as easy as possible.

    Online - we have tons of useful information on our site, including recommendations for different needs, comparison charts and gift ideas. Click here to check out all our resources. If you have specific questions you'd like answered online, email us at info@govacuum.com. You can also fill out this form to have us contact you.

    By Phone -- call us toll free at 1-888-468-2210 anytime. There's usually someone available to answer even your most obscure question. If not, leave a message and we'll call you back within 24 hours.

    By Fax -- fax us your questions at 703-348-4561. You'll be contacted within 24 hours with an answer to your question.

    Visit our stores -- if you're in the Washington DC metro area, you can come visit us! We have retail stores in the Northern Virginia area, and every single one of them has our knowledgable sales staff and a huge inventory.

     

    - How can I place an order?

    For your convenience, we offer four (4) easy ways to order from us.

    1. Online - When you find the item you want in our online store, click on the "Add to Cart" button to add the item to your shopping cart. You can easily add more items as you shop or delete items later if you change your mind (until you checkout). When you're done shopping, verify that your order is as you want it, and then proceed to our 100% secure checkout process.

    2. By Phone - Call us toll-free at 1-888-468-2210 from 10am to 6pm EST. Usually one of our vacuum cleaner and air cleaner specialists will be available to answer any questions and take your order. If no one is available, leave a message and we will call you back within 24 hours.

    3. By Fax - Fax us your order at 1-703-348-4561. Click Here to open a printable form. Please be sure you fill out the form completely; include any shipping charges in your total calculation. Please click here for purchase order information for government buyers and large corporations. We reserve the right to accept or reject any purchase orders at our discretion.

    4. Visit one of our stores - If you're in the Washington DC metro area, stop by one of retail stores. Our knowledgable sales staff will be happy to assist you, and we carry a huge line of products in-house. We have four locations in the Northern Virginia area. Click here for addresses, maps and directions.

     

    - How safe is my information when I place an order online?

    Our site is a Yahoo! Store, which means we utilize the latest in encryption and security technology. To ensure the integrity and security of your information, we've teamed with the Yahoo Store technology to use SSL in all our shopping transactions.

    SSL (Secure Socket Layer) is an accepted standard for transferring information securely across the Internet. It encrypts data passed between the server and the browser, so that unauthorized parties cannot intercept sensitive, confidential or personal information, such as a phone number or address. We employ SSL to protect our customers' billing and shipping information when it's submitted through our checkout pages, which helps to ensure a reliable, secure shopping experience.

     

    - When is my credit card charged?

    GoVacuum charges your credit card immediately when you place your order online. We charge your credit card immediately to prevent any delays caused by processing the credit card upon shipment, this way you will know immediately that your credit card has been approved, or declined.

     

    - How do you charge for shipping?

    GoVacuum offers free shipping and handling on all products unless otherwise stated, no matter what the total value of the order is.

    These rules apply to all products unless otherwise noted. These rates apply only to the continental United States. Areas outside the continental U.S. will cost extra, as well as some of our commercial/industrial equipment.

    Most items ship the same or next day. Ground shipments are shipped via UPS or USPS. Shipments to APO/FPO/PO Boxes are done via USPS.

     

    - What kinds of warranties come with my vacuum?

    Most of our vacuums come with their standard factory guarantees and warranties. The few that don't come with our company warranty. Details about each brand's warranty are available below.

    click here for the manufactuer phone numbers and warranty information

    - How long will it take to get my order?

    In most cases, you will receive your shipment within a week of placing your order. We make every effort to ship your products the same day you place your order. Orders that include free shipping are shipped by UPS Ground or USPS and take about 3 to 5 business days for delivery after leaving our warehouse.

     

    - What if I made a mistake in my order?

    We all make mistakes sometimes. If you need to make a change to your order, please contact us (link to first question above) right away. If your order hasn't shipped yet, there will be no charge to you for cancelling.

     

    - What is GoVacuum's return policy?

    GoVacuum is proud to offer a 60 day return policy on all products. Our goal is for every customer to be completely satisfied with their purchase from GoVacuum. If you are not 100% completely satisfied, you may return your order to us within 60 days of the purchase date for a full, 100% refund. All packages returned in full, with all original packaging included, will be refunded without a restocking fee*. There is absolutely no risk when placing an order with GoVacuum.Please be sure to package the product exactly how it was received with all packaging material included. There is no need to call and obtain an RMA number, please just use the return label that was included with your order to send us back the prouct, as well as a copy of your packing slip. For FedEx and UPS shipments please notate the tracking number (shipper receipt number) on the return label to keep for your records. If you’d like to send back the package on your own, please send all returns to; GoVacuum.com Returns Department 14500-G Lee Rd. Chantilly, VA 20151 Free Shipping Both Ways GoVacuum includes a free pre-paid return shipping label with every order, just in case something needs to be returned. You may use this label to return an item to GoVacuum at no charge to you. Just another advantage when you buy from GoVacuum. Exchange Policy We realize that sometimes wrong parts get ordered. If you ever have a question about whether a certain part fits your vacuum, please pick up the phone, or open a chat with us, we are always more then happy to help you. We will gladly exchange any product within our 60 day return policy, and you may use our return label to send us back the wrong item at no charge. Please just include a small note in your return explaining what you would like to exchange for. Our Refund Policy: If a refund is requested, we will issue a credit on the credit card that you used to purchase the product. If you paid with a cashiers check, money order, or personal check, we will issue a company check as a refund. It may take up to 10 days for your refund is applied, thank you for your patience. No Refund will be issued until the product has been returned Damaged Package If you receive an order that has been damaged in transit, please contact us immediately, so that we may make a claim with the shipper for the damaged package. We do request that you notify us of the damage within 5 days of delivery to ensure that we may be reimbursed for the damage caused by the shipper Cancellations of Orders We ship most orders within hours of receiving them. If you need to cancel an order, please pick up the phone and call us rather then sending an email, as by the time your email is read the order may have already been shipped. The above return policy does not apply to any commercial equipment such as floor buffers, automatic scrubbers * As long as the product is returned to us in like new condition, and is re-sellable with all packing materials, instruction booklets, and components, you will not be charged any restocking fees. If you return an item that is missing parts, including the instruction booklet, or if the machine is returned damaged and can not be resold, we reserve the right to deduct up to 15% restocking fee. If you used a credit card to make your purchase, we will send the refund directly to the credit card company. If you used any other method, we will issue a company check.