GreatVacs Customer Support
Frequently Asked Questions
Need help choosing a vacuum, understanding your order, or finding product support? Browse our frequently asked questions or contact our team of vacuum specialists.
Browse FAQs Contact SupportHow Can We Help?
Search for an answer or choose a topic below. If you need help with a specific order or model, our team is here to assist.
Buying & Product Information
Are GreatVacs vacuum cleaners new or reconditioned?
GreatVacs sells professionally reconditioned vacuum cleaners as well as other products. Check the individual product page to confirm the condition and exactly what is included with the model you are considering.
What does reconditioned mean?
Reconditioned vacuums are inspected and serviced to help restore their cleaning performance. The specific work, included accessories, and cosmetic condition can vary by model, so please review the product description before placing your order.
How do I choose between a Kirby and a Rainbow vacuum?
Kirby vacuums are upright systems often chosen for carpet cleaning and a range of home-cleaning tasks. Rainbow vacuums are canister systems that use water-based filtration. The right choice depends on your flooring, cleaning needs, preferred design, and budget.
What comes with my vacuum?
Included tools, accessories, and attachments vary by listing. Please check the product photos, description, and package details for the exact items included with your selected vacuum. Contact us before ordering if anything is unclear.
How can I tell whether a part fits my vacuum?
Check the vacuum brand, model, and part number before ordering. If you are unsure, email service@greatvacs.com with your model information and the part you need. Our team can help you identify the right option.
Can someone help me choose the right vacuum?
Yes. Tell us about your flooring, pets, cleaning priorities, and preferred vacuum type. Contact our team for help comparing models and finding an option that suits your needs.
Orders & Shipping
How can I check the status of my order?
Start by checking your order confirmation and any shipping confirmation email you received. If you need additional help, contact service@greatvacs.com with your order number.
When will my order ship?
Processing and delivery times can vary based on the product, availability, destination, and carrier. Refer to your order confirmation and shipping updates for the latest information. Contact us if you have a question about a specific order.
Where can I find tracking information?
If tracking is available for your order, check the shipping confirmation email for the tracking link. If you cannot find it, email our support team with your order number.
What should I do if my package arrives damaged?
Contact us as soon as possible and include your order number, a description of the issue, and clear photos of the package and any visible damage. Please keep the packaging until our team advises you on the next steps.
Can I change my shipping address after ordering?
Contact us as soon as possible if you need to change your address. Changes may not be possible once an order has been processed or shipped.
Returns, Refunds & Warranty
What is the GreatVacs money-back guarantee?
GreatVacs advertises a 61-day money-back promise. Review the applicable terms and conditions for your order, and contact customer service if you need help understanding your eligibility or starting a return.
How do I start a return?
Please contact GreatVacs customer service if you need to return an order. Our return label page explains the return process, including the need for an RMA number.
Start with the GreatVacs return label instructions or email service@greatvacs.com.
When will I receive my refund?
Refund timing depends on the return process and the payment method. Once your return has been received and processed, contact our team if you need an update on your refund.
Do GreatVacs vacuums include a warranty?
Warranty coverage depends on the specific product and its listing. Some GreatVacs vacuum listings advertise five-year warranty coverage. Please check the warranty information on your product page or contact us to confirm the terms for your particular model.
How do I get help with a warranty claim?
Email service@greatvacs.com with your order number, vacuum model, a description of the problem, and any relevant photos. Our team can help you understand the next steps and applicable coverage.
Troubleshooting & Maintenance
What should I do if my vacuum loses suction?
Turn off and unplug the vacuum before inspecting it. Check the applicable manual for instructions on checking the bag or collection container, filters, hose, and attachments for blockages. Never operate the machine with parts removed unless the manufacturer specifically instructs you to do so.
If the issue continues, contact us with your vacuum model and a description of the symptoms.
Why is my vacuum making an unusual noise?
Switch off and unplug the vacuum if you notice a new, loud, or unusual noise. Check the product manual for safe inspection instructions. Do not continue using a machine that appears damaged, smells burnt, or makes a grinding noise. Contact support for guidance.
How often should I replace filters or vacuum bags?
Replacement frequency depends on the vacuum model, the type of filter or bag, and how often you use the machine. Follow the manufacturer's manual and use compatible replacement parts for your model.
Where can I find help for my specific vacuum model?
Have your brand and model name ready, then contact our support team. If possible, include a photo of the model label and explain the issue you are experiencing.
Still Have Questions?
Not sure which vacuum is right for you? Need help with an order, a return, a part, or warranty coverage? Our team is ready to help.
Contact Our Vacuum Pros Email: service@greatvacs.com
