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Shipping policy

Effective date: September 2, 2026

This Shipping Policy explains how CleanGearHQ processes and delivers supplier-fulfilled commercial cleaning equipment. Product-specific or written-quote terms control if they differ from this general policy.

Shipping Area and Cost

Free standard shipping is included on online orders delivered to eligible addresses in the contiguous 48 United States, unless a product page or written quote states otherwise.

Alaska, Hawaii, U.S. territories, international destinations, and locations that require special service are not included in the standard free-shipping offer. Contact CleanGearHQ before ordering for availability and a written shipping quote.

Free standard shipping does not include optional or required accessorial services such as residential delivery, liftgate service, limited-access delivery, delivery appointments, inside delivery, white-glove service, redelivery, storage, or address-correction charges. If an additional service or charge is identified before shipment, CleanGearHQ will contact you for approval.

Order Verification and Product Availability

Most products are shipped directly by the manufacturer or supplier. CleanGearHQ does not receive real-time inventory feeds from every supplier. After an order is placed, we verify payment, delivery information, product availability, and the estimated ship date.

An order confirmation acknowledges receipt of the order but does not guarantee inventory or a shipment date. If a product is unavailable, we will contact you with an updated estimate or cancellation and refund options.

Any shipment date shown on a product page or provided in writing is an estimate unless CleanGearHQ expressly confirms it as guaranteed. If no shipment time is stated, applicable federal prompt-delivery requirements apply. If we cannot ship within the stated time or, when no time was stated, within 30 days, we will provide the required delay notice and offer the choice to accept the delay or cancel the unshipped order for a prompt full refund.

Shipping Methods and Tracking

The supplier selects the carrier and shipping method based on the product, destination, and receiving requirements. Smaller items may ship by parcel service. Larger machines generally ship by less-than-truckload (LTL) freight.

Tracking or freight-pro information is sent when the supplier or carrier makes it available. Carrier transit estimates are not guaranteed and may change because of weather, capacity, mechanical issues, access limitations, or other events outside CleanGearHQ’s control.

Freight Delivery

Unless stated otherwise in writing, standard LTL freight delivery is curbside or to an accessible commercial receiving area. It does not include unpacking, assembly, installation, debris removal, inside placement, or white-glove service.

The customer is responsible for providing accurate delivery details, including whether the address is residential, limited-access, or requires a liftgate or delivery appointment. The customer must ensure that an authorized adult is available to inspect and sign for the shipment. Charges caused by inaccurate information, a missed appointment, refused undamaged freight, redelivery, or carrier storage may be billed to the customer.

Inspecting Freight and Reporting Damage

Inspect all cartons, crates, pallets, and equipment before signing the delivery receipt or bill of lading.

  • Write all visible damage, shortages, punctures, crushed areas, or missing pieces on the delivery receipt before signing.
  • Take clear photographs of the shipment, packaging, labels, damage, and signed delivery receipt.
  • Refuse severely damaged freight when reasonably possible and note the reason for refusal.
  • Keep the product, pallet, crate, cartons, and packing materials until the claim is resolved.
  • Report visible or concealed damage to CleanGearHQ within 48 hours of delivery at support@cleangearhq.com or (858) 267-4844.

Prompt reporting helps preserve carrier and supplier claim rights. The 48-hour reporting request does not limit any rights that cannot legally be limited. Do not use, repair, alter, or discard damaged equipment until CleanGearHQ provides instructions.

Cancellations and Address Changes

Contact CleanGearHQ immediately if you need to cancel an order or change the delivery address. A cancellation is generally available without charge before the order is submitted to or accepted for processing by the supplier.

Once supplier processing, freight booking, preparation, or shipment has begun, cancellation or address changes are not guaranteed. Documented supplier, carrier-interception, address-correction, restocking, return-freight, redelivery, or storage charges may be deducted from an approved refund, except when a full refund is required by law.

Orders already shipped must follow the applicable return policy. Refusing an undamaged shipment does not automatically cancel the order and may result in return-freight and restocking charges.

Brand-Specific Shipping Information

Aztec Products

  • Aztec equipment ships directly from the manufacturer.
  • Aztec dealer orders ship FOB shipping point.
  • Inventory, carrier, freight method, and estimated ship date are confirmed after order review.
  • Cancellation is generally available before CleanGearHQ submits the order to Aztec. Once submitted or processed, cancellation is not guaranteed and applicable supplier or carrier charges may apply.

Makinex

  • Current Makinex DPW and DPC machines ship by LTL freight from Makinex’s Texas facility.
  • Makinex states that additional charges may apply for residential delivery and liftgate requests on LTL shipments.
  • Inventory and estimated ship date are confirmed after order review.
  • Once Makinex begins processing the order or books freight, cancellation or address changes are not guaranteed and applicable supplier or carrier charges may apply.

Contact Us

For delivery questions, freight requirements, damage reports, or shipping quotes, contact:

CleanGearHQ / BQU E-Commerce LLC
Email: support@cleangearhq.com
Phone: (858) 267-4844
2520 Venture Oaks Way, Suite 120
Sacramento, CA 95833

CleanGearHQ may update this policy when supplier, carrier, or legal requirements change. The version posted when an order is placed applies unless a later change is required by law.