FAQS

  1. Request RMA (Return Merchandise Authorisation): Begin the process by requesting an RMA from our repair form request. This can be done through our website. The RMA number is essential for tracking your return and ensuring it is processed efficiently.
  2. Receive RMA Number and Shipping Label: After you request an RMA, you will receive an email containing your RMA number and a shipping label. The shipping label should be attached to the box you use to return the steamer.
  3. Prepare Your Steamer for Shipping: Carefully package your steamer in a suitable box to prevent damage during transit. Include the Repair Form provided with your RMA to ensure that our technicians have all the necessary information to assess and repair your steamer.
  4. Visit FedEx for Drop Off: Take your packaged steamer to the nearest FedEx location for drop off. The shipping label provided in the email will cover the cost of shipping.
  5. DO NOT SEND IN A REPAIR WITHOUT AN RMA: It’s crucial to remember that we cannot process repairs without a valid RMA number. This step ensures that your steamer is correctly identified and that the repair process can begin promptly.
  1. Drain Water from Holding Tank and Boiler: Before packing your steamer, ensure that all water has been drained from the holding tank and boiler. This step is crucial to prevent any leakage during transit. Refer to the manufacturer’s instructions for guidance on how to drain the water properly.
  2. Include Only Steamer (No Accessories, Cart, or Hose): Place only the steamer itself in the box. Do not include any accessories, carts, or hoses. This helps prevent damage and ensures that the steamer is properly secured for shipping.
  3. Choose a 15x15x15 Box: Select a sturdy box that is approximately 15x15x15 inches in size. This size provides enough space to accommodate the steamer while allowing room for additional packing material.
  4. Add Extra Packing on the Bottom of the Box: To provide additional cushioning, place extra packing material, such as bubble wrap or packing peanuts, on the bottom of the box. This helps absorb any impact during shipping and provides added protection for your steamer.
  5. Include the Repair Form: Make sure to include the Repair Form provided with your RMA. This form contains important information about your repair request and helps our technicians identify and process your steamer efficiently.
  6. Attach Shipping Label to Box: Affix the shipping label provided with your RMA to the outside of the box. This label includes the RMA number and shipping address, ensuring that your steamer is delivered to the correct location.
  7. Take Box to FedEx: Once your steamer is securely packed and the shipping label is attached, take the box to your nearest FedEx location for drop-off. The shipping label covers the cost of shipping, so you do not need to pay for postage.
  1. Warranty Repair: If the damage to your steamer is covered under warranty, there will be no charge for the repair. The warranty terms and coverage will depend on the specific warranty provided with your steamer.
  2. Non-Warranty Repair: For repairs that are not covered under warranty, there will be a minimum cost of $150. This minimum charge covers the assessment and basic repair work required.
  3. Estimate for Repairs Exceeding $150: If the repairs required exceed $150, we will contact you with a detailed estimate of the additional costs before proceeding with the repair. This allows you to make an informed decision about the repair work.
  4. Payment Terms: Payment for all repair work must be made in full before the repairs are completed. Once the payment is received, our technicians will proceed with the necessary repairs to your steamer.
  1. Unplug the Steamer: Ensure that the steamer is unplugged from the power source to prevent any accidents during the draining process.
  2. Allow the Steamer to Cool: The steamer should be cool to the touch and should not have been used for at least 2 hours. This ensures that the water inside the steamer is not scalding hot and reduces the risk of burns.
  3. Drain Water from the Boiler: Locate the drain plug at the bottom of the steamer’s boiler. Unscrew the drain plug carefully to allow the water to drain out completely. Use caution, as the water may still be hot.
  4. For the EAGLE Steamer: In addition to draining the boiler, remove the fill cap and drain the water from the holding tank. This ensures that all water is removed from the steamer’s system.
  5. Dispose of the Water: Dispose of the drained water safely and according to local regulations.
  6. Repeat if Necessary: Depending on the size of your steamer and the amount of water it holds, you may need to repeat the draining process to ensure all water is removed.