Shipping & Returns

Please review this policy before placing an order or requesting a return. For assistance, contact Clean Quest at 925-671-7400 or support@cleanquestproducts.com.

Returns portal link is located at the bottom of this policy.

Shipping

Shipping Locations

We currently ship within the United States and its territories, subject to product and carrier restrictions.

For orders to Canada or other international destinations, please call before placing your order to discuss availability, shipping arrangements, and restrictions. Certain chemicals, equipment, and other products may not qualify for delivery to all destinations.

Shipping Rates & Delivery Estimates

Shipping charges are calculated based on package weight, dimensions, destination, and applicable carrier or manufacturer surcharges. Carriers may use dimensional weight or round package weights when calculating charges.

We currently do not offer free shipping. We work to provide competitive rates, with applicable shipping charges disclosed before you complete your purchase.

Delivery dates shown at checkout are estimates unless expressly identified as guaranteed. Actual delivery may vary based on product availability, shipping service, and carrier conditions.

If we cannot ship within the stated shipping timeframe—or within 30 days when no timeframe is stated—we will notify you and provide the opportunity to agree to a revised shipping timeframe or cancel the unshipped merchandise for a prompt refund, as required by applicable law.

Delivery & Signature Requests

Orders generally ship without a signature requirement. If you would like to request an adult signature, call 925-671-7400 before placing your order. Availability and additional charges depend on the carrier and shipping service.

Please provide an accurate shipping address and arrange for packages to be received in a secure location.

If tracking shows delivery but you cannot locate your package, check nearby delivery areas and with other members of your household or business, then contact us promptly. We will help investigate with the carrier. A delivery scan alone does not automatically resolve a disputed delivery.

Replacement or refund eligibility for a missing package depends on the circumstances, including whether it was delivered to the correct address or stolen after delivery, and applicable law.

Damaged Packages & Freight Deliveries

Inspect packages and products as soon as possible after delivery.

For freight deliveries, inspect the shipment before signing the delivery receipt when possible. Note visible damage or missing items on the receipt and notify the driver. If a shipment is severely damaged, refuse delivery when safe and appropriate, and contact us promptly.

If damage is discovered after delivery, please provide:

A photo of the shipping label with the complete tracking number.
Photos of the outside of the package and any visible damage.
Photos of the internal packaging and the product as it arrived.
Close-up photos of damaged items and any other relevant evidence.

Provide original, unaltered photos. Images edited to add, remove, conceal, or change evidence—including AI-altered images—are not acceptable proof of damage. We may request the original image files.

Keep the products and packaging until we provide instructions or confirm they are no longer needed. Do not handle or retain leaking or hazardous materials in an unsafe manner; contact us for instructions.

These steps help us investigate and support carrier claims. Failing to note damage at delivery does not automatically eliminate rights available under applicable law.

Returns & Refunds

Start a Return

Before shipping anything back, contact support@cleanquestproducts.com or 925-671-7400 with your order number, the item you wish to return, and the reason for the return.

We will review your request and provide return instructions, including the correct return address. Please do not send products back without contacting us first.

Standard Return Eligibility

Most new, unopened items qualify for a return when you request it within 30 days of delivery.

For a standard return, items must be:

Unused and uninstalled.
In their original packaging.
Complete with included parts and accessories.
In resellable condition.

The exclusions and seasonal-sale terms below apply. Damaged, defective, or incorrectly supplied items are handled separately.

Non-Returnable Items

The following are not eligible for standard change-of-mind returns:

Opened or used chemicals.
Used or installed equipment.
Items identified as final sale before purchase.
Special-order items identified as non-returnable before purchase.

These exclusions do not eliminate applicable rights concerning damaged, defective, or incorrectly supplied products.

Seasonal Sales & Promotional Events

For Black Friday, Cyber Monday, and other events clearly identified as subject to this seasonal-sale policy:

Equipment and accessories: Unless specifically identified as final sale before purchase, unused items in their original packaging may be returned when requested within 14 days of delivery, subject to a 15% restocking fee.
Other event-sale items: Final sale and not eligible for change-of-mind returns.

Damaged, defective, or incorrectly supplied items remain eligible for review under the section below. Applicable return restrictions will be disclosed before purchase.

Return Shipping & Restocking Fees

If we send the wrong item, or an item arrives damaged or defective, we will cover any necessary return shipping and will not charge a restocking fee.

For other approved returns, including items ordered by mistake or no longer needed:

You are responsible for return shipping.
Eligible unopened chemicals are subject to a 20% restocking fee, calculated on the returned item’s purchase price.
Eligible seasonal-sale equipment and accessories are subject to the 15% restocking fee described above.
Restocking fees are not combined on the same item.

Please package returns securely and use a trackable shipping service.

Some chemicals have special packaging and transportation requirements. Contact us before returning chemicals, and do not ship leaking or damaged chemical containers without appropriate instructions.

Damaged, Defective, or Incorrect Items

Please report visible damage, missing items, or incorrect products within 48 hours of delivery whenever possible. Include your order number, a description of the issue, and photos of the products and packaging.

If a defect becomes apparent later, contact us promptly after discovering it. The 48-hour reporting request does not waive applicable warranty or consumer rights.

We will review the issue and arrange an appropriate resolution, which may include a replacement, repair, or refund, depending on the circumstances and applicable law.

Refund Processing

Return shipping time varies by carrier and destination; allow approximately 5–10 business days for transit.

After we receive your return, we generally inspect it and issue an approved refund within 3–5 business days. We will notify you if the return does not qualify or if a permitted restocking fee applies.

Refunds are issued to the original payment method. Your bank or payment provider may take an additional 5–10 business days to post the credit.

These estimates apply to standard merchandise returns. Refunds subject to a shorter legal deadline will be processed within that deadline.

Your Rights

This policy does not limit any rights or remedies that cannot be excluded under applicable law.