Please take note that the following terms and conditions apply only for online shopping at www.duovac.com.
Prices as well as sales, exchange and return terms and conditions may vary in store. For any product exchange or return of an item bought in store, please contact the store where the transaction was made directly.
Orders, Cancellations & Modifications
The customer service department is open from Monday to Friday 08:00 to 16:00 EST.
By confirming your order on the Duovac website, you are agreeing to the sales terms and conditions as described on the website. If a product you have ordered is unavailable, our customer service department will contact you to make the necessary arrangements to have your order delivered with the shortest delay possible.
If you wish to cancel an order that has been placed online, you must contact our customer service department as soon as possible. Orders that have already been shipped cannot be cancelled so it is important to contact us at 1-800-361-3965 as soon as possible if you wish to cancel your order. If there is no answer, please leave a detailed message including your name, your order number and the best phone number to contact you during our business hours. A member of our customer service team will contact you shortly.
In order to modify information regarding your order, you must contact our customer service department at 1-800-361-3965 before the order ships. Orders that have already been shipped cannot be modified. If there is no answer, please leave a detailed message including your name, your order number and the best phone number to contact you during our business hours. A member of our customer service team will contact you shortly.
Shipping & Delivery
Once you confirm an order on our website, the shipping will occur the following business day. The shipping address must be clearly indicated to avoid any delivery issues. Please note that we do not deliver to P.O. boxes, freight forwarders, some remote locations within Canada or outside of Canada.
Duovac reserves the right to select the delivery company of its choice to deliver your order. An order shipment confirmation, including a tracking number & estimated delivery date will be sent to you shortly after the package has been shipped. The average delay for deliveries is 2 to 7 business days.
For all purchases amounting to at least 75$ before taxes, Duovac will ship the order for free.
Returns, Exchanges & Replacements
Returns and Exchanges
The condition of the goods purchased needs to be verified upon delivery. Returns for a refund and exchanges must be done within 30 days following the delivery of your order. You must have the original order confirmation email that was sent to you when you placed your order. The item must be in its original packaging and in its original condition. Duovac reserves the right to refuse all refunds for products returned that do not respect the previously mentioned conditions. Refunds will be made through the same method in which the order was paid for.
*The amount to be credited by Duovac will not include the original shipping costs.
Return or Exchange of a Product Purchased Online
You can return a product to us by the transport company of your choice. Please note that you must first contact our customer service department by email at firstname.lastname@example.org or by phone at 1-800-361-3965. You are responsible for the shipping fees to return any product to Duovac.
Replacing Items That Were Received Damaged Due to Shipping or Defective
By replacement, Duovac will exchange a new item that was received either defective or damaged due to the shipping process with the same item. Duovac will assume the shipping fees for the replacement. Please note that you must first contact our customer service department by email at email@example.com or by phone at 1-800-361-3965.
Pricing & Promotions
All prices and promotions shown on the website are for online purchases only. Authorized retailers may sell at an equal or lower price than the one listed on the website. Duovac is not obligated to announce the length of a sale nor the available quantity. This applies to but is not limited to instant promotions or limited time offers. Please note our offers are applicable until we are out of stock. We do not offer rain checks if the items become no longer available during the promotional period.
The following is not included in our prices: shipping and handling charges, applicable sales taxes, installation material and fees.
Method of Payment
Before your order can leave our factory, the payment, in total, must be completed (including all applicable taxes and shipping fees).
We accept the following methods of payment:
Please note that, for security reasons, we will not accept any banking or payment information by phone or email.
For security purposes, it is necessary that the information (name, address and telephone number) entered on your order are the same as the ones on your credit card account. We reserve the right to cancel any order that does not match these criteria.
All goods and services sold or provided in Canada are subject to Canadian Good and Service Tax (GST) of 5% including articles, delivery and special handling. In addition, Provincial Sales Tax (PST) or Harmonized Sales Tax (HST) may apply depending on the product and destination of delivery. The amount of taxes applied depends on the province where the item is delivered and its laws on sales taxes. The fees will be displayed before you submit the order.
The tax is calculated on the total selling price of each individual item as well as the shipping & handling in accordance with applicable tax laws.
Groups eligible for exemption from the GST, when passing an order online, should provide a GST rebate application to Canada Revenue Agency.
® Duovac is a registered trademark of Nuera Air, a division of Nuera Enterprises Canada.
We have put in place several measures to protect your personal information on the appropriate technical, administrative and equipment levels against loss or theft, as well as access, disclosure, copying, use or unauthorized modification. Nuera Air is firmly committed to protecting the privacy of personal information provided by its clients in accordance with the Privacy Act (R.S.C., 1985, c. P-21). This information is used only to maintain domestic product statistics and quality.
Only representatives of Nuera Air who require your personal information in the course of their duties will have access to your personal information. Similarly, only representatives of our customer service department who handle the online shopping tasks for Nuera Air will have access to your credit card information.