Additional Information

Additional Information

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Currency - All prices are in AUD

Currency - All prices are in AUD
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F.A.Q

For any other questions not answered below, please feel free to contact us.

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How long do orders take to ship?

Most orders ship within 1-3 business days. Unfortunately, there are times where the manufacturer is backordered on a product or they are experiencing shipping delays caused by certain factors (holidays, weather delays, etc). These delays are out of our control and we do our best to get orders shipped as soon as possible.

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Do you have a part in stock?

We do not stock any parts or equipment.  Everything is shipped directly from the manufacturer.  If you were told that a part is discontinued or backordered, then the same will be true for us.

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Where can I track my order?

If you created an account then you can log in to see the current status of your order. Tracking information is automatically emailed once shipped. If you haven't received a tracking number after 5 business days from when the order is placed then you may contact us.

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What does “Awaiting Fulfillment” order status mean?

“Awaiting fulfillment” means that your order is processing. You should get a shipment confirmation within 3-5 business days from when you place your order. If it has been longer than 5 business days and your order still says “Awaiting Fulfillment” please feel free to contact us.
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Where can I order repair parts for my floor equipment?

If you know the part number for the part you need, you can simply search that part number in the search bar located at the top right of our website. If the part number does not come up, you can contact us to see if it has changed or been discontinued. If you do not have a part number, please visit our diagram section on our website so you can locate your machine’s parts list.
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There are no search results for the part number I entered.

Some part numbers located on diagrams can have dashes (-) or periods (.), if the part number you have includes any of these symbols, please try searching with just the numbers and no symbols. If the part number still does not come up, it could be discontinued or the part number may have changed. Please contact us to confirm.

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I don’t know my machine’s model name or model number.

It is important that we know which model machine you have in order to provide you with the correct parts. If you know the manufacturer of your machine but not the model name or number, you will need to contact the manufacturer for assistance on identifying your machine. They may ask you for serial numbers located on the machine or for any other identifying markers. Please visit our equipment manufacturer’s page to find their contact information.

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My machine model is not located in your parts diagrams.

Unfortunately, not all diagrams are available online, particularly older models. If you cannot find your exact model name or model number listed in our parts diagram section, then you will need to contact the manufacturer. The manufacturer will be able to either provide you with a diagram or provide you with the correct part numbers you need to repair your machine. Please visit our equipment manufacturer’s page to find their contact information.

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What if the diagram I found on the website does not look exactly like my machine?

Sometimes there are different variations of models released over the years and it is important that the diagram you are viewing seems to match up correctly to what you have. If for some reason the diagram you are viewing seems to be slightly different than your machine, it is important for you to contact the manufacturer to verify that it is the correct part for your version. The manufacturer may ask for your serial number to confirm. Please visit our equipment manufacturer’s page to find their contact information.

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The part I need is not listed on the diagram.

This could happen for a few different reasons. If you are trying to replace certain accessories (floor tools, vacuum bags, carpet wands, etc.), some diagrams do not list these items and you will need to contact us for further assistance. If you are looking for a certain part that is connected with another part but it is not listed separately, that means it is not available to be purchased separately. For example, if you see a part number for the vacuum motor, but you are only looking for a specific piece found on the motor, usually those pieces are not sold separately and the whole motor needs to be purchased. You can always call the manufacturers to check and see if parts are sold separately or to find part numbers for any accessories not listed on diagrams. Please visit our equipment manufacturer’s page to find their contact information.

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I need help figuring out which parts I need to repair my machine.

If you need further tech assistance, it is recommended you contact the manufacturer directly. Please visit our equipment manufacturer’s page to find their contact information.

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Why aren’t there any images for the parts?

Most manufacturers do not provide pictures for their parts. You can locate the part on the diagram for your machine to get a better idea of what the part looks like.
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How much is shipping/freight?

We have a flat shipping fee of $8.95 per order as long as it is shipping within the continental U.S. It doesn’t matter if you order 1 pound or 1,000 pounds of product, shipping will always be $8.95. Orders shipping to Alaska, Hawaii and Canada will have a slightly higher shipping fee and those orders will need to be called in so we can estimate the shipping costs for you. We only charge you the exact price that UPS/USPS charges us, so no extra fees are added for shipping.

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Can I get my order shipped overnight/2 day/3 day express?

All products are special order and we are not able to expedite. Most orders ship within 1-3 business days.
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Do you ship internationally?

If you have a UPS or FedEx shipping account number, we can ship anywhere you'd like!  Be sure to include your account number in the comments section during checkout otherwise your order will be cancelled since this is required information.

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What if we are tax exempt?

Most online orders are automatically tax exempt except for some states.  If you see tax on your order during checkout please create an account before completing the checkout process.  Once you create an account, please contact us and we will quickly update your account as being tax exempt. You will then be able to place orders online without tax being charged in the future.

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Do you accept purchase orders?

We accept purchase orders from federal, state and local facilities.  Purchase orders can be faxed to 877-454-9586 or emailed to info@citysupplyllc.com.

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What are your return policies?

Orders can be returned with a 25% restocking fee. This is because all products are special order and manufacturers charge us restocking fees to return. All returns must be made within 30 days from receiving product and need to be returned in an unused and sellable condition. You will need to contact us to schedule a return. Any returned product received that was not previously scheduled with us will be denied. 

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Can I cancel an order I placed?

Order cancellations are subject to a 25% cancellation fee. Because we try to ship orders as fast as possible, most orders are too far along in the processing stages to cancel and would need to be treated as a return. If orders are cancelled soon enough, we can cancel without charging any fees, but if the manufacturer has already shipped the product then we will need to return the product and charge you with the restocking fee. 

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I received the wrong product.

If you feel that you have received the wrong products. Please contact us right away with your order details. 

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Can I get a copy of my invoice?

Invoices are automatically included with your order confirmation email.  If you need a new copy, please contact us with your order details and we can email one.

 

 

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