CONTACT US

U.S. SALES

E-mail Orders: sales@ultraflow.com

Toll-Free Phone Orders: +1 (866) 827-2534

Online Ordering

Distributor online ordering is available! We are proud to offer our distributors the convenience of placing orders online, 24/7. Orders are processed promptly from our strategically located fulfillment centers and typically ship the same business day.

Customer Service

At Ultra Flow, we take pride in providing knowledgeable, top-tier customer service. Our team is ready to assist with any inquiries and provide detailed information about our products to ensure you make the best choice for your needs.

Product Availability

Orders placed before 2 pm EST are typically processed and shipped the same business day. 

Privacy

Your privacy is important to us. Ultra Flow is committed to safeguarding your personal information. We will never share, rent, or sell customer details to third parties. We value the trust you place in us and prioritize the protection of your information.

ORDERING

Customer Service

If you're unsure about which product to order or have any questions, our customer service team is here to assist you. We take pride in providing knowledgeable and friendly support, offering accurate and detailed information to ensure you make the right choice for your needs.

How to Order

Ordering is simple! You can place your order online 24/7. Orders placed before 2 p.m. EST are typically shipped the same business day. Our secure online ordering system processes payments through trusted, encrypted servers. If you prefer, you can also place your order by phone during business hours (Monday through Friday, 8 a.m. to 5:30 p.m. EST).

E-mail Orders: sales@ultraflow.com

Toll-Free Phone Orders: (866) 827-2534

Please note that online ordering is available only to U.S. addresses within the 50 states. A physical address is required, as we cannot ship to P.O. Boxes.

Payment Options

We accept the following credit cards: Visa, MasterCard, American Express, Discover, and Diners Club. We also accept debit cards with the Visa or MasterCard logo.

Credit Card Declines

When placing an order, our system will authorize the credit card to verify its validity and available funds. If you receive a decline message, please contact your bank to resolve the issue. We do not have access to the specific reason for declines.

Product Availability

We strive to keep stock levels high, but if an item is out of stock, we will notify you of the expected shipping date. If you need a product urgently, please contact us to confirm availability before placing your order.

Minimum Order

There is no minimum purchase required. However, for more cost-effective shipping, we recommend ordering at least $25.00 in merchandise.

Sales Tax

Sales tax will be applied to orders shipping to the states where Ultra Flow is registered. Please note that state tax laws are subject to change, and additional states may be added as required.

Changing or Canceling an Order

Orders can be modified or canceled as long as they have not yet been shipped. Due to our fast processing, please notify us as soon as possible if you need to make a change. Cancellations or refusals of shipped orders are subject to a 20% restocking fee (minimum $10 charge) and no refund on shipping costs. Heavy or oversized items, such as glycol chillers, will incur return freight charges.

E-mail Confirmations

You will receive a confirmation email shortly after placing your order. A second email will be sent once your order has shipped, which will include tracking information to monitor the shipment’s progress.

Order Inquiries

If you have any questions about your order, you can reply to your confirmation email or contact us during business hours at (800) 123-4567 (Retail) or (800) 765-4321 (Commercial). Be sure to have your order number handy for faster assistance.

Shipping and Delivery

Shipping Costs

We strive to keep our shipping costs fair and transparent. The shipping cost for your order is determined by the size, weight, shipping method, and delivery address of the items in your cart. To view the total shipping cost, simply add items to your shopping cart and enter your shipping ZIP code. The available shipping methods and their costs will be displayed at checkout.

Shipping Times

Unless otherwise specified, all items are warehoused in our distribution centers located throughout the United States. We aim to ship orders placed by 10:00 a.m. on the same business day. Most orders are delivered within 1 to 3 business days (Monday through Friday) via standard shipping methods. We also offer expedited shipping options, including Next Day Air, for an additional cost. Please note, Ultra Flow is not responsible for delays in shipping caused by weather, mechanical failures, or other factors beyond our control.

Heavy or Oversized Items

Heavy or oversized items, such as large glycol chillers and draft systems, are shipped via Freight Carrier. Freight delivery is typically curbside drop-off and does not include lift gate services or inside delivery. If lift gate service is required, it can be added for an additional charge of $50. Please note that heavy items cannot be shipped to PO boxes or rural locations that lack adequate delivery access. Delivery to rural areas may require additional charges and extend the delivery timeline by one to two business days. We will contact you if such charges apply to your order before processing it.

Order Tracking

Once your order has shipped, you will receive a confirmation email with a tracking number and a link to track your shipment. If you have questions about your order or need assistance tracking it, please contact our customer service team for support.

Receiving Merchandise

Upon receiving your package, inspect it carefully. If you notice any damage or tampering with the packaging, notify the delivery person immediately and take photos of the damage. If your package is delivered by a Freight Carrier, please inspect the contents before signing the freight bill. If there is any visible damage, refuse the shipment and ask the carrier to return it. For any concealed damage discovered after delivery, please notify us within 7 days to initiate a claim. If any items are missing from your shipment, contact us immediately to resolve the issue.

Customer Pickup

While we do not operate walk-in showrooms, many items are available for pickup at our U.S.-based distribution centers. To check availability, please call our customer service team at +1 (866) 827-2534. Once an order is placed for pickup, it is typically ready within 2 to 4 business hours.

Return Policy

Returns and Exchange Policy

At Ultra Flow, we are committed to providing high-quality products and exceptional customer service. If you are not completely satisfied with your purchase, please contact us so we can assist you. Your satisfaction is our priority.

Return Authorization

Before returning any products, you must obtain a Return Authorization (RA) number from our customer service team. To request an RA number, please contact us and provide details of the item(s) you wish to return along with the reason for the return. Returns will not be accepted without prior authorization.

Return Guidelines

All returned products must be in unused and original condition. This includes all original packaging, manuals, accessories, and any warranty cards. Returns must be shipped back within 30 days of receipt to be eligible for processing. Any order that is filled correctly is subject to a restocking fee of 20%, with a minimum fee of $10. The customer is responsible for all return shipping costs. We recommend insuring the return shipment to protect against loss, damage, or theft during transit. Ultra Flow is not responsible for lost or damaged returns.

Cancellations and Refusals

If you wish to cancel an order or refuse a shipment after it has been processed and shipped, you may be subject to a minimum 20% restocking fee ($10.00 minimum). Additionally, the return shipping charges are the responsibility of the customer.

Non-Returnable Products

Certain products are non-returnable, including custom-made items, special orders, manufactured-to-order products, and clearance items. These items are not eligible for return unless there is an error on our part or from our vendors.

Refund Processing Time

Once we have received your return, our team will process it as quickly as possible. Please allow up to 7–10 business days for your refund to be processed and credited to your account. Please note that the refund time may vary depending on your payment method and bank processing times.

WARRANTY POLICY

What Does This Warranty Cover?

Ultra Flow warrants that its products will be free from defects in material and workmanship under normal use, regular service, and preventative maintenance for the duration of the warranty period. This warranty applies to products sold directly by Ultra Flow and does not extend to products not manufactured by us, which may be covered by their respective manufacturer's warranty.

How Long Does the Coverage Last?

The standard warranty period for Ultra Flow products is one year from the date of sale, unless otherwise stated.

How Do I Make a Warranty Claim?

If you discover a defect in the product during the warranty period, you must contact Ultra Flow's customer service to obtain a return authorization number and instructions for returning the product. All warranty claims must follow the procedures outlined by Ultra Flow.

Customer Service:

E-mail: customerservice@ultraflow.com

Phone: (866) 827-2534

What Will Ultra Flow Do?

Upon receiving a product that has been determined to be defective, Ultra Flow will, at its discretion, either repair or replace the defective product. Products repaired or replaced under warranty will remain covered by the original warranty for the duration of that period.

If a claim is not made within the warranty period, Ultra Flow will not honor the warranty.

What Is Not Covered by This Warranty?

This warranty does not cover damages resulting from misuse, neglect, alterations, accidents, unauthorized repairs, or damage caused during shipping. Normal wear and tear (e.g., seals, gaskets, and O-rings) is also not covered. Unauthorized repairs will not be reimbursed under any circumstances.

Ultra Flow is not responsible for any incidental or consequential damages resulting from product defects, including but not limited to loss of sales, spoiled products, or business disruption.

To the maximum extent permitted by law, this warranty is in lieu of all other warranties, expressed or implied, including but not limited to implied warranties of merchantability or fitness for a particular purpose.

What Is Excluded from Coverage?

• Products damaged by external factors such as accidents, misuse, or acts of nature.
• Items with altered serial numbers or those not installed and maintained according to Ultra Flow's guidelines.
• Damage resulting from improper voltage, installation, or neglect, such as lack of cleaning or failure to maintain the product in working order.
• Regularly replaced components such as gaskets or seals.

How Does State Law Apply?

This warranty provides you with specific legal rights, and you may have additional rights that vary by state. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the limitations in this warranty may not apply to you.

Warranty on Specific Products

Some of our products may have specific warranty terms beyond the standard one-year period. If applicable, these terms will be stated clearly on the product page or packaging.

Ultra Flow 3-Year Parts & Labor Warranty

What Does This Warranty Cover?

Ultra Flow warrants to the first end-user purchaser (the "User") that its equipment will be free from defects in material and workmanship under normal use and maintenance for the duration of the warranty period. This warranty applies only to equipment sold directly by Ultra Flow, excluding third-party parts or accessories, which may be covered by separate manufacturer warranties.

Additional Two-Year Compressor Warranty

In addition to the standard equipment warranty, Ultra Flow offers an extended two-year warranty for hermetically and semi-hermetically sealed compressors. This warranty covers defects in materials and workmanship for the compressor itself under proper usage and maintenance, excluding components like the cabinet, temperature control, refrigerant, or any electrical or mechanical part.

Parts Warranty Coverage

Ultra Flow also warrants that all new machine parts produced or authorized by Ultra Flow are free from defects in materials and workmanship for the applicable warranty period.

How Long Does the Coverage Last?

• The warranty period for any equipment is three (3) years from the date of installation, not exceeding thirty-nine (39) months from the date of shipment.
• The warranty for compressors is an additional two (2) years following the expiration of the three-year equipment warranty.

What Will Ultra Flow Do?

If a defect in material or workmanship is reported during the warranty period, Ultra Flow will repair or replace the defective part at its discretion. Ultra Flow will cover labor costs for the repair or installation of replacement parts, provided that the service is performed by an authorized representative.

Ultra Flow will bear charges for warranty-related travel time, up to two (2) hours or 100 miles. Additional charges will require prior approval. Defective parts become the property of Ultra Flow.

How Do I Make a Warranty Claim?

To make a warranty claim, the user must notify Ultra Flow's authorized service provider within the warranty period. The user must follow all instructions provided by Ultra Flow.

Customer Service:

E-mail: customerservice@ultraflow.com

Phone: (866) 827-2534

What Is Not Covered by This Warranty?

This warranty does not cover:

• Parts damaged due to misuse, neglect, unauthorized repairs, accidents, or transportation.
• Items subject to normal wear and tear (e.g., gaskets, seals, O-rings).
• Unauthorized repairs, which will not be reimbursed under any circumstances.

Exclusions and Conditions

• Installation: The equipment must be properly installed following Ultra Flow's procedures.
• No Alteration: The equipment must not be altered from its original condition.
• Proper Maintenance: The equipment must be maintained and operated according to Ultra Flow's guidelines.
• Improper use due to voltage variances, inadequate wiring, or physical damage is not covered.
• Regular cleaning of condenser coils is required; failure to do so will void the warranty.

The warranty will be void if the failure is due to improper handling, installation, misuse, accidents, or if the serial number is removed or altered. This warranty is exclusive and supersedes all other warranties, whether written, oral, express, or implied.

Limitation of Liability

Ultra Flow’s liability under this warranty is limited to the repair or replacement of defective equipment or parts. Ultra Flow is not liable for any special, incidental, or consequential damages, including loss of sales, profits, or goodwill, arising from the breach of warranty.

State Law Applicability

This warranty provides specific legal rights, and users may have other rights depending on the state of residence. Some states do not allow the exclusion of incidental or consequential damages, so some limitations in this warranty may not apply.

SECURITY AND PRIVACY

How Safe Is Online Ordering?

Shopping online with Ultra Flow is highly secure. Our website employs 128-bit encryption, one of the most advanced encryption standards available, to protect the information you enter. When you make a purchase, an icon resembling a padlock will appear in the bottom of your browser window during secure SSL transactions involving credit card and payment details. This ensures that any personal or payment information you enter is encrypted and protected. All transactions are processed on a secure web server, providing the highest level of data security for your peace of mind.

Much like making a purchase at a local store, when you use your credit card on our website, your information is securely transmitted via encrypted high-speed networks. Thousands of customers have safely made purchases on our website, and we have never had any fraudulent use of their credit cards. If you have any concerns or questions, feel free to contact us toll-free at (800) 123-4567 during regular business hours, Monday through Friday from 8:00 a.m. to 5:30 p.m. EST.

Privacy Policy

At Ultra Flow, your privacy is a top priority. We are committed to safeguarding your personal information, including your name, address, email, and phone number. We value the trust you place in us and take every precaution to protect your data.

What Information Do We Share, and With Whom?

Ultra Flow does not rent, sell, or share your personal information with outside marketers. We are committed to providing you with excellent service while maintaining the privacy and security of your data. Our technology supports 128-bit SSL encryption, ensuring that your credit card details and personal information are transmitted securely across the internet. If you provide your phone number during the checkout process, we may contact you regarding your order, but we will never reach out about new products or offers.

Your trust is vital to us, and we take every step to ensure your personal information is handled with the utmost care and security.

Ultra Flow is not liable for any indirect, incidental, or consequential damages resulting from the use of our products. Our liability is limited to the purchase price of the product in question.

We reserve the right to modify these Terms and Conditions at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our services signifies acceptance of the updated terms.