Frequently Asked Questions

What is your return policy?

We are committed to your satisfaction. As such, we offer a 30-day full money back guarantee*.

Upon returning your product, you will receive a full refund. Unlike other companies, we do not charge "outbound shipping fees" or restocking charges.* The only cost you will incur is the cost of shipping your purchase back to us.

If you are unhappy for any reason, simply submit a return request or call us within 30 days of receiving your product to obtain a return authorization.

Holiday Return/Exchange Policy
We know the holidays can be hectic. That’s why we’re extending our return and exchange period for purchases you make at Sylvane during the holiday season. All purchases made between November 15th and December 25th may be returned by January 4th or 30 days after your date of purchase – whichever is later.

Any other return policy questions? Please contact us. We would be glad to assist you.

*Products must be returned undamaged with all original manuals, registration cards, accessories, box, outer carton and packing material. If a product is returned damaged or with missing items, we reserve the right to assess a restocking fee up to the full value of the purchase, depending on the items damaged or missing. Returns will not be accepted without a return authorization number. Once a return has been authorized and return instructions provided to the customer, items must be returned postmarked within 2 weeks. Special freight deliveries (not UPS or FedEx) must be visually inspected at the time of delivery and any damage noted on the signed bill of lading or the delivey should be refused.

*Items sold as open box or refurbished via our clearance center are exempt from this return policy and are final sale. The following products/brands are exempt from this policy and are subject to the restocking charges indicated below:

Select industrial equipment: Phoenix, Movincool, CFM Vacuums (70%)
Select Bedding: Royal Pedic: 10% within the 14-day trial period; (70%) after the trial period is over
All Other Bedding: 70% restocking fee
Select Water Purifiers: BlueAir: (50%)
Neti Pots: 70% restocking fee

*Additional shipping charges due to customer special delivery requests (next-day delivery, international, etc) are not refundable. The first day of the 30-day return period is the day the customer receives item(s). If a delivery is refused or undeliverable to the address that is provided, the customer will be charged actual shipping and brokerage charges incurred on both outbound and return shipment.

Other FAQs

What if my shipment arrives damaged?
What is your warranty policy?
What forms of payment do you accept?
Do you offer free shipping?
Do you charge sales tax?
What is your privacy policy?
Do you accept the government Impact card?
Do you match prices found elsewhere?
Do you have recommended websites?
What are your terms of service?

What if my shipment arrives damaged?

Please contact us so that we may arrange for your unit to be picked up and for a replacement unit to be sent out.

If you would like your item to be replaced, please fill out a replacement request.

If your product is shipped via freight carrier (large items), please refuse delivery of the shipment or note all visible damage on the bill of lading. The freight driver is required to wait for you to unpack and inspect your shipment before you sign for delivery.

What is your warranty policy?

We have a 30-day return and replacement policy on all products. In addition, products ship with full manufacturer warranties. Please see product descriptions for additional warranty details.

What forms of payment do you accept?

We accept Visa, Mastercard, American Express, Diners Club, Paypal, and Discover Card for online purchases.

For offline processing, we accept certified checks, personal checks, bank wire, and money orders.

For government, educational, and corporate purchases, we accept purchase orders. Purchase orders may be faxed directly to us at 801-469-6774 and must specify contact information, ship to address, bill to address, and items to be purchased along with the total authorized price. Payment is typically due Net 30. We reserve the right to deny credit and/or request additional credit-related information. Please visit our Government, Corporate, and Education Clients page for more information.

Do you offer free shipping?

Shipping is free to all locations within the contiguous United States. When shipping to Hawaii, Alaska, and international locations, additional fees may or may not apply depending on the item purchased. A small number of items are unable to ship to Hawaii, Alaska, or internationally due to their size and weight. Please contact us for details.

Do you charge sales tax?

Any sales tax that must be collected at the time of sale is already reflected within the listed price. The price you see is the price you pay. There are never any hidden fees or costs.

What is your privacy policy?

Please review our detailed privacy policy.

Do you accept the government Impact card?

Yes, please order as you normally would.

Do you match prices found elsewhere?

If you find a lower price elsewhere for a similar item, please contact us with the details of the product, price, and where you found it. In addition, you may also want to consider the return and shipping policy of the competing company. Please be sure to check that the price you found includes shipping, that the item is in stock, and that any taxes due are included in the price. We reserve the right to match prices only at our discretion.

Are there additional sites that you recommend we visit?

You may find useful information at the following websites.

Terms of Service

Choice Of Law And Forum
Terms of Service shall be governed by and construed in accordance with the laws of the Commonwealth of Georgia, excluding its conflicts of law rules. As a term of sale, customers agree that the exclusive jurisdiction for any claim or action arising out of or relating to transaction or terms of service or your use of the Materials and this website shall be filed only in the state or federal courts located in the Commonwealth of Georgia. The customer further agrees and submits to the exercise of personal jurisdiction of such courts for the purpose of litigating any such claim or action.