At GreatVacs we ALWAYS respond to emails sent to us. ALWAYS. If it’s been over 24 hours and you don’t see a response from us, check the spam and junk filters in your email — because we always respond, and in most cases the same day we get your email.
Email us
Everything comes through service@greatvacs.com. Send your order number if you have one, along with a description of what’s happening — and please attach photos. A photo of the part or the problem is worth more than a page of description.
Why we use email rather than the phone
This is a deliberate choice, and it’s about getting you the right answer rather than a fast one.
Vacuum parts have specific names, and over the phone those names get mixed up constantly — which ends with the wrong part in the mail and another week of waiting. We hear it every week:
- A power nozzle called a floor tool — two completely different parts
- A crevice tool called a wand — also two different parts
- A hose called a tube — again, not the same thing
On the phone there’s no way to catch that. In an email you can send a photo, we can see exactly which part you mean, and we ship the right one first time. It also means we can look up your order, check which model you own, and match the part to your specific machine before anything leaves the building.
So email isn’t us avoiding you. It’s the method that actually works.
What to include
- Your order number, if you have one
- Which model you own — it’s on a plate on the body or underneath the machine
- A photo of the part or the problem
- What you’ve already tried
Before you email
A lot of questions have a faster answer than waiting for a reply — and we have videos for most common issues:
- Guides & repair videos — belts, bags, filters, water bowls, and the things that most often go wrong
- Returns & Refunds — 61 days, no restocking fee, how to start one
- 5-Year Warranty — what’s covered and how to claim
- Shipping & Delivery — when it ships, how long it takes, where we ship
Returns and warranty claims
Please email us before shipping anything back. Returns and warranty repairs both need an RMA number written on the outside of the box. A package that arrives without one may be delayed, lost or rejected.
Email service@greatvacs.com and we’ll issue the number and tell you exactly where to send it.
Where we are
Office Address — for letters and office mail. Please don’t send machines or returns here.
GreatVacs, LLC
138 E 12300 S, Unit #885
Draper, UT 84020
United States
Service center — where machines are rebuilt, and where warranty repairs go once you have an RMA number.
GreatVacs Rebuild Center
928 Washington St
Montpelier, ID 83254
Only ship here with an RMA number on the box — see how the warranty process works
Find us elsewhere
Our YouTube channel has repair walkthroughs filmed on the bench.
