Customer FAQ

What is your return policy?

We are committed to your satisfaction. As such, we offer a 30-day full money-back guarantee. Please see our return policy for details.

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?
• How do pre-orders work?
• How do I cancel my order?
• How do I get tax exemption on my order?
• What is your privacy policy?
• Do you accept the government Impact card?
• Do you match prices found elsewhere?
• What are your terms of service?
• How do your coupon codes work?
• Do you offer a Military Discount?
• What is California's Prop 65?
• How do I find a product manual?
• Can I make changes to my order or shipping address after it is submitted?

What if my shipment arrives damaged?

Please call us at 1 (800) 934-9194 so that we can arrange for your unit to be picked up and a replacement unit sent out.

Alternatively, you can complete a return request using our online portal and order a replacement product.

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. Please read Our Guarantee for more information. In addition, products ship with full manufacturer warranties. Please see the product descriptions for additional warranty details.

What forms of payment do you accept?

For online purchases, we accept Visa, Mastercard, American Express, Discover Card, and Diners Club credit cards. Additionally, you can checkout using PayPal or Google Checkout.

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

For government, education, and corporate purchases, we accept purchase orders. Purchase orders may be faxed directly to us at 1-801-469-6774 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 Clients page for more information.

Do you offer free shipping?

We offer standard free shipping every day on orders over $45 when shipping to the lower 48 states. Shipping to Hawaii, Alaska, and Canada may incur an additional fee, depending on the items ordered.

Orders under $45 ship for only $5.95 to most destinations within the contiguous United States. A small number of items are unable to ship to Hawaii, Alaska, or Canada due to their size and weight. Please read our Shipping & Delivery Policy or contact us for more details!

How do pre-orders work? 

When a product is on pre-order, it means the product is on its way to one of Sylvane’s warehouses. Customer pre-orders are filled as soon as inventory arrives on a first-come, first-served basis. If you order an item on pre-order, you'll receive an email confirmation and tracking information when the product ships.

The way you're charged for a pre-order depends on the payment method you use: 

• Credit Card: Your card won't be charged until your item ships, but we'll conduct an authorization (which will hold funds on your card for future charging).
• PayPal: Your account will be charged at the time of purchase.
• Debit Card: A pending authorization will be visible on your records. This may result in your bank deducting funds from your account at the time you pre-order.

How do I cancel my order?

Because our orders process quickly, you may cancel the entire order within 15 minutes of placing it. To cancel an order, visit the online order portal to see your order details..

Individual items within an order cannot be canceled online and require contacting the customer service team via live chat or by calling 1-800-934-9194. A customer service representative can assist with canceling entire orders and individual items within an order only if contacted after 15 minutes of having placed the order.

If it is too late to cancel your order, you may return any unwanted items in accordance with our returns policy.

How do I get tax exemption on my order?

Many of our Sylvane Pro customers make purchases that qualify for tax exemption. If your purchases qualify for exemptions, we're here to help you.

During the checkout process, you can upload your tax exemption form, which will be reviewed by a customer service representative. Once the form is reviewed, your order will be updated, and taxes will be removed.

If sales tax has been charged on a recent order and you need to take advantage of your tax-exempt status, customer service can assist you and facilitate a refund. Please contact a customer service representative at 1-800-934-9194 or email business@sylvane.com with a copy of the tax exemption form for the state that you shipped to and the order number.

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 policies 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.

Terms of Service

Click here to see our updated Terms of Service.

Coupon Codes

Here at Sylvane, we offer limited-time deals, discount codes, sales, and additional savings throughout the year. Coupons and promotional codes can be applied to any regular-priced product except Miele, Ladybug, Dyson, Santa Fe, Quest, and clearance center items.

How do I get a coupon or promotional code?

Coupons and promotional codes are available through our newsletter and other promotional offers. You can sign up for our newsletter at the bottom of the page in the footer or in the Special Offers for You drawer.

How do I use a promotional code?

Add your item(s) to the cart and enter your promotional code in the Promotions & Coupons box in the shopping cart. If the code is valid, your order will show the discount. If the code is invalid, an error message will display in orange.

Why isn’t my coupon working?

• Your coupon may have expired.
• Only one discount applies per order.
• Some coupons apply only to a specific product or exclude specific products.
• Coupons may require a minimum purchase.
• Coupons do not apply to Miele, Ladybug, Dyson, Santa Fe, Quest, or clearance center items.

Do you offer a Military Discount?

At Sylvane, we believe that better indoor air quality should be accessible to everyone. That’s why we’re proud to offer discounts on many of our products to military members as well as college students, seniors, teachers, and movers. To learn more about these special offers, please visit Discounts & Coupons.

What is California's Prop 65?

California's Proposition 65 entitles California consumers to special warnings for certain products that contain chemicals above set threshold levels. Proposition 65 includes over 900 chemicals and substances that may be found in many consumer products or that may be associated with the use of consumer products. Proposition 65 requirements are among the most stringent in the world, and new warning regulations will be effective for all products by August 30, 2018.

For more information, please visit the official Prop 65 site.

How do I find a product manual?

We have an owner's manual available for most products on our site. Search for the product name or SKU or go directly to the product's detail page, then look for an Owner's Manual link under "Manufacturer's Literature".

Can I make changes to my order or shipping address after it is submitted?

We cannot edit an order or shipping address after the order is submitted. You may cancel the order within 15 minutes of placing it and replace it with the correct information.

If your item has shipped and you need an address correction, we recommend using a carrier-provided service like FedEx Delivery Manager to update your address or making delivery arrangements directly through the carrier.