Shipping & Delivery
Here's a quick guide to how shipping and delivery work at Vacuum Specialists. For the complete terms, see our Master Customer Policy.
Free Standard Shipping thresholds
Canada: Eligible orders with a qualifying merchandise subtotal of $69.99+ receive Free Standard Shipping.
United States: Eligible orders with a qualifying merchandise subtotal of $79.99+ receive Free Standard Shipping.
The qualifying subtotal is calculated after discounts and before taxes. Free outbound shipping doesn't include free change-of-mind return shipping.
Oversized & specialized freight
Oversized, heavy, palletized, liftgate, inside-delivery, appointment, remote-area, expedited, or specialized freight may carry additional charges. Commercial merchandise that ships reasonably by parcel may still qualify for Free Standard Shipping. Any mandatory shipping or handling charge is disclosed before purchase, and any additional freight requiring your approval is disclosed before you accept it.
Damaged or incorrect deliveries
Please report visible shipping damage, an incorrect item, a missing item, or an obvious arrival defect within 7 calendar days of delivery. We may ask for your order number, model and serial number, photos or video, and packaging details, so please keep the packaging while we review. For a confirmed arrival issue, we may provide parts, repair, exchange, replacement, refund, or another reasonable resolution — and when we accept responsibility, we cover the applicable standard freight.
Lost, stolen or misdelivered shipments
If a shipment appears lost, stolen, or misdelivered, contact us promptly. We'll review tracking and may open a carrier investigation. For orders marked delivered, we may ask you to check the delivery area, household members, reception or mailroom, and building management.
If the carrier confirms a shipment was lost or misdelivered before successful delivery, we'll provide an appropriate replacement or refund. If a claim remains unresolved 10 business days after it's opened, we'll review the available evidence and determine the next step. Where evidence establishes successful delivery, theft occurring afterward isn't automatically our responsibility, though we'll reasonably assist with carrier or insurance processes.
Cross-border charges & returns
Unless specifically included by Vacuum Specialists, U.S. import duties, tariffs, brokerage, taxes, carrier fees, and other import charges are the customer's responsibility. Third-party customs and brokerage charges are generally not refundable unless we collected the amount and are able to refund it. For a cross-border return, follow the instructions we provide to reduce avoidable customs complications.