faq - read our frequently asked questions
A: We recommend installation by one of our licensed and insured technicians. The installation is guaranteed for 30 days. Our installers are professional, courteous, and licensed. They are quite familiar with our products and can complete an installation in any home.
A: Additional information may be required to process the order. Please contact our office during our normal business hours for further information and our sales administration staff can update you on your order status. You may do so at 973.748.5076 ext.318
A: Exchanges are permitted, providing the product is in its original packaging, hasn’t been used, and a 20% restocking fee is paid to Ultra Pure. You can take advantage of our no hassle exchange program in which our customer service staff will assist you in such things as validating an exchange or receiving a UPS/Fed Ex shipping label if eligible. Please contact us at 973.748.5076 ext. 318.
A: Because all of our products offer a lifetime hazard warranty, we are constantly improving our products in terms of technology and performance. Therefore, an upgrade is available to any product for only 1/3 of its current retail price. Contact your consultant for more information or our customer service department at 973.748.5076 ext. 318
A: Contact customer service to schedule an appointment. One of our representatives will try to pinpoint the issue and assist you with the problem over the phone or video conference. If you are still experiencing a problem and the issue requires our technician, you will be subject to a $70/hour + tax flat rate plus parts. Please contact customer service department at 973.748.5076 ext. 318 for more information.
A: We accept written cancellations within 3 business days of your order date. You may find the order date at the top of your sales order ticket receipt. To cancel your order simply sign the cancellation area on the back of your receipt and mail to our location or fax your cancellation to us at 973-748-1443 attention Sales Administration. Please keep receipt of fax transmission for your records. Please note if mailing your cancellation it must be postmarked by the third business day from the date of your order. NO VERBAL CANCELLATIONS are accepted.
A: Contact customer service for assistance in troubleshooting the problem and for further directions at 973.748.5076 ext. 318. We can arrange a FaceTime, Zoom meeting, or any available video conferencing App you may have.
A: Once your cancellation period has expired, you will be eligible for our exchange program only.
A: Ultra Pure does not allow our Independent Contractors to remove merchandise from your home. UPS/Fed Ex are the only authorized personnel to remove products from your home with a Call Tag. Our friendly customer service staff can assist you in making the arrangements.