FAQ

All Duovac products are protected by an advantageous warranty that will provide peace of mind for years to come. The warranty may vary depending on the product. To know the warranty that protects your product, see the model page in the product section of this website or the accompanying warranty document enclosed in the product’s packaging.

We recommend that you complete the registration form on this website in the warranty section to confirm your purchase and simplify the validation process if warranty repairs become necessary. For questions about your Duovac product, the warranty or the warranty registration form, please contact us at 1-800-361-3965 or by email at info@duovac.com.

We do not currently deliver to P.O. boxes, freight forwarders or a few limited geographic areas within Canada. A valid street address is required.

In accordance with applicable provincial and federal laws, we are required to charge GST/HST and provincial sales taxes. Duovac does not benefit from the collection of sales tax and we remit all taxes collected directly to the appropriate taxing jurisdiction. As a general rule, the applicable sales tax is determined by the province of delivery. Provincial sales tax will be calculated on taxable merchandise and services. The taxes are applicable to taxable merchandise and services delivered in Canada. The appropriate sales tax amount will be displayed at the checkout section when purchasing the product.

Shipping fees are calculated based on the weight and dimensions of packages shipped. Each product has an estimated transport cost which will add to the subtotal before taxes. Additional shipping charges may apply for deliveries in rural or remote areas. You will find this estimated shipping information when purchasing the product in the checkout section.

The minimum purchase is $75 before taxes to get free shipping. This policy applies to most metropolitan areas. Additional shipping charges may apply for deliveries in rural or remote areas.

The minimum order value before taxes is $25.

Duovac uses various standard delivery methods. Standard Delivery for most merchandise will be done by package carriers such as Canada Post, UPS or Purolator. These carriers deliver your merchandise directly to your door. The choice of a carrier is determined by Duovac, in compliance with its strict criteria of efficiency and cost.

Every product on the Duovac e-store has an estimated time of delivery. You will find this estimated shipping information when purchasing the product in the checkout section. If you have already placed your order, you will find estimated shipping information on your order confirmation receipt email. Once a product is released to the delivery agent, you will receive a shipping confirmation with updated tracking information (if available) including an estimated date of delivery.

We are unable to make changes once an order has been confirmed and shipped.

If the change must occur and your order hasn’t shipped as of yet, please let us know and we will attempt to cancel your order so you can place a new order online. Please contact Duovac’s customer service at 1-800-361-3965 or by email at info@duovac.com for assistance.

If you request that the order be cancelled, you should receive an email confirming the cancellation or to let you know if we were unable to cancel the order due to it being too far along in the order processing.

We are unable to cancel an order once it has been confirmed and shipped.
If the change must occur and your order hasn’t shipped as of yet, please let us know and we will attempt to cancel your order. Please contact Duovac customer service at 1-800-361-3965 or by email at info@duovac.com for assistance.

If you request that the order be cancelled, you should receive an email confirming the cancellation or to let you know if we were unable to cancel the order due to it being too far along in the order processing

Please contact Duovac customer service at 1-800-361-3965 or by email at info@duovac.com for assistance.

Please notify Duovac’s Customer Service at 1-800-361-3965 or by email at info@duovac.com as soon as possible to report the damage. For packages delivered by small carriers (UPS, Purolator), please keep the product in the original shipping box. We recommend taking pictures of the damage as soon as detected. This will greatly simplify the return and replacement procedures.

Please contact Duovac’s customer service at 1-800-361-3965 or by email at info@duovac.com for assistance and to arrange for a pick-up. Please do not take the product back to a Duovac store. A product return made directly at Duovac’s head office in Laval, Quebec, is allowed.

You must notify Duovac’s Customer Service at 1-800-361-3965 or by email at info@duovac.com if you decide to return the product. The item must be packaged in the same manner as it was delivered. Once a return authorization number is provided, you will be directed to a deposit location such as Canada Post, UPS or Purolator to leave the package there. A product return made directly at Duovac’s head office in Laval, Quebec, is allowed.

We will refund you for the total purchase price of the item including the shipping and tax as soon as we get the confirmation that the item has been returned. For any questions or concerns regarding the return of an item purchased on Duovac.com, please contact us at our Customer Service Centre at 1-800-361-3965 or by email at info@duovac.com for assistance.

We guarantee your satisfaction on every product we sell with a full refund. The product must be returned within 30 days of purchase for a refund. Please contact our Customer Service at 1-800-361-3965 or by email at info@duovac.com to report your desire to return the product and to get the full details about the return conditions and the procedure to follow.