Frequently Asked Questions

Account and Payment Information

What methods of payment do you accept?

We currently accept Visa, Mastercard, American Express, and Paypal on our website.

Do I have to create an account before making an online purchase?

No account is required to place an order on sebocanada.ca—you can check out as a guest. However, creating an account lets you easily access your order history. SEBO products are also available for purchase in-store at authorized dealers without the need for an account.

How do I change or cancel an existing order?

To change or cancel an existing order, please contact us as soon as possible at info@sebocanada.ca. Please be aware that we are unable to change or cancel an order once it has shipped.

Can I use an online promo code at a SEBO Canada dealer location?

Promotional codes for online use are not valid at authorized SEBO dealer stores. However, you can check with your local dealer for any available in-store discounts.

I received a message (by email, text, or social media) that asked me to provide my personal or banking information. Should I trust it?

SEBO Canada will never ask for your personal or banking details via email, text, or social media. If you win a giveaway, we’ll only request your contact and shipping details. Avoid sharing personal or banking info with any message claiming to be from SEBO Canada.

Shipping

For answers to most questions on this topic, please visit our Shipping and Delivery page.

What are the shipping rates?

We charge a flat shipping rate of $9.99 for all orders less than $100. For all orders over $100 before tax, we offer free shipping. 

How quickly will my online order arrive after placing it?

Exact shipping speeds are difficult to guarantee due to factors beyond our control, such as weather and courier delays. Typically, delivery takes 2-5 business days, depending on the courier, weather, and delivery address.

What do I do if an order arrives damaged?

If an item ordered from our website arrives damaged, here’s what to do:

If the shipping package is visibly damaged, refuse to accept it from the courier, and it will be returned to us. Let us know, and we’ll either send a replacement or issue a refund.

If you’ve already accepted the package, email us at info@sebocanada.ca with photos of the damaged box (before and after opening) and images of the damaged product inside.

Returns

What is the SEBO Canada return policy?

Please review our return policy here.

How do I return items from an online order?

To initiate a return, please contact us at info@sebocanada.ca. We will send you an email with instructions for returning one or more items from your order.

Will I have to pay for the shipping to return items?

In most cases, yes, unless you are returning an item because of a manufacturing defect or damage during shipping. In this case, we will coordinate a courier to collect the item, and the shipping expenses will be covered by us. For all other returns, the customer will be responsible for the cost of shipping.

Can I be refunded for shipping fees on the original order?

Shipping costs are generally not refunded for returned items, unless there is a manufacturing defect.

What do I do if an order arrives damaged?

If an item ordered from our website arrives damaged, here’s what to do:

If the shipping package is visibly damaged, refuse to accept it from the courier, and it will be returned to us. Let us know, and we’ll either send a replacement or issue a refund.

If you’ve already accepted the package, email us at info@sebocanada.ca with photos of the damaged box (before and after opening) and images of the damaged product inside.

Warranty Registration and Warranty Claims

How do I initiate a repair or warranty claim?

Please visit our Servicing and Repairs page here.

Must I register my new SEBO vacuum to receive warranty coverage?

Registration of your new SEBO vacuum is required to activate the free extended 10-year warranty for residential use.

However, all SEBO upright and canister vacuums come with an automatic 5-year residential warranty. SEBO vacuums purchased brand new for use in commercial settings automatically receive a 1-year warranty. Registration is not required, but you must keep your invoice or bill of sale as proof of purchase. The warranty begins on the purchase date. Without a receipt from a SEBO dealer, the warranty start date will be based on when the vacuum was sold to the dealer, which may shorten the warranty period.

Please note that we do not provide warranty coverage for vacuums purchased used or second-hand.

Can I repair my own SEBO vacuum?

We do not recommend attempting to repair your SEBO vacuum yourself, as it will void your warranty. We suggest contacting an authorized SEBO dealer, who can order replacement parts and assist with warranty coverage. If you don't have a nearby dealer, please reach out to us at info@sebocanada.ca, and we can arrange a repair service or offer guidance for minor external repairs.

Product Information

How many years should a vacuum last?

While we can't speak for all vacuum brands, SEBO vacuums are built to last. With a 10-year warranty for residential use, we’re highly confident your vacuum will perform well for at least a decade. After 10-15 years, signs of wear may appear, particularly in parts like the hose or cord. With proper care, your SEBO vacuum can last 20 years or more, far surpassing industry averages.

What is the difference between a bagless vacuum and one that uses a bag?

If you are interested in this topic, you should read our blog post: The Benefits of a Bagged Vacuum Cleaner.

What does S-CLASS filtration mean?

“S” stands for Schwebstoff-Filter, a filter that, by DIN 24184 filtration standards, must capture 99.97% of particles sized between 0.3 and 0.5 microns. There are two available tests: one for filters alone and one for complete machines. It’s important to note that if a filter meets the S-CLASS standard in testing, it doesn’t guarantee the entire vacuum cleaner will meet the standard when the filter is installed. The independent laboratory SLG in Chemnitz tested the SEBO Automatic X, SEBO Essential G, SEBO Airbelt K3, and the SEBO Airbelt C vacuum cleaners and found that these vacuum cleaners all meet the S-CLASS standard of filtration as complete machines due to a combination of the filter materials used and their dust-tight design.

Consider reading our S-Class Filtration blog post to learn even more about what this standard of filtration means.

Maintenance and Troubleshooting

For answers to most questions on this topic, please visit our Maintaining your SEBO page.

How often should I change the bags and filters of my SEBO?

To maintain your SEBO vacuum's performance, regularly replace the bags and filters. For hygiene, it's best to change the bag every 3 months or when full.

Filter replacement frequency depends on usage and debris levels, as dirty filters reduce suction and airflow, and can damage the motor. For typical use, replace filters every 10-20 bags or after using two full boxes (16 bags). If you have pets or use the vacuum frequently, replace the bags and filters more often.

Can I wash SEBO filters or empty and reuse the bags?

SEBO filters are not washable and washing them will reduce their effectiveness and may damage the vacuum. Likewise, SEBO vacuum bags cannot be reused. Washing filters or reusing bags will void your warranty.

Can I use my SEBO to vacuum up water or construction debris?

No, SEBO vacuums are not designed for heavy-duty construction debris like drywall dust. Fine dust can clog the filter, reduce airflow, and cause the bag-full indicator to light up even if there’s still space. Vacuuming water or other harmful substances can damage the vacuum and void the warranty.

Why isn't the brush roll of the power head spinning?

If your brush roller isn't spinning, try these simple checks before contacting your SEBO dealer. Many SEBO power heads have a brush roller on/off button, often on top, which can be accidentally pressed. Press it to turn the brush roller back on. In newer models, the button may be on the hose handle. For upright SEBO vacuums, make sure the hose is securely attached, as the brush roller won’t spin if it’s disconnected.