FAQ

You can request a quote directly through our online store or by contacting our sales manager Eric Soithong at eric@maddockindustries.com. Include part numbers, quantities, and any specifications or drawings if available.

Yes, you can check out as a guest. However, creating an account allows you to access past purchases and save shipping information for faster checkout.

Yes. For large or recurring orders, our team can provide volume pricing and contract options. Contact us for a custom quote.

Most standard products ship within 1–2 business days. Custom orders or specialty items may take longer depending on lead times from the manufacturer.

Currently, we ship within the United States. For special international requests, please contact our sales team.

Yes, Maddock sources high-quality components from trusted manufacturers like Armstrong, Danfoss, and DHT. Each product page lists the brand and technical specifications.

Absolutely. We specialize in custom solutions for hydronic and process systems. Reach out with your requirements and we’ll help design the best fit.

Product specification sheets and installation guides are available on each product page. If you need additional technical documentation, contact us and we’ll send it directly.

To create a return, contact us at eric@maddockindustries.com or call (773) 486-1000. Our team will guide you through the process and provide return authorization details.

If you ordered the wrong product or no longer need it, you are responsible for the return shipping cost. If we shipped the wrong item or your order arrives damaged or defective, Maddock covers free return shipping for up to 90 days after receipt.

Yes. Some special-order items are labeled as “Non-Returnable.” These cannot be returned or cancelled once ordered, but manufacturer warranties still apply. If you need help with a non-returnable item, please contact us.

If you ordered the wrong item or no longer want it:

• Contact us to set up the return.
• Products must be new, unused, and in their original packaging.
• You are responsible for all shipping charges.
• A 25% restocking fee applies.

While we don’t offer direct exchanges, we’re happy to help you find the correct replacement product.

Inspect all freight packages before signing for them.

If a package looks damaged:

• Do not sign for it — refuse delivery and contact us immediately.
• You’re entitled to 15 minutes to inspect freight before signing.

If you discover hidden damage after the driver leaves, notify Maddock within 24 hours of receipt.

Maddock honors all manufacturer warranties. If a product has no manufacturer warranty, Maddock provides a 1-year warranty on all non-disposable items (disposable materials include air filters and water cartridges).

If you’re experiencing an issue under warranty:

• Contact Maddock for next steps.
• You may need to troubleshoot directly with the manufacturer for a claim number.
• Large equipment may be eligible for parts replacement only, not full unit exchange.
• Customers pay shipping to send warranty items back; Maddock covers outbound replacement shipping.

Items must be used appropriately and with manufacturer-approved parts to qualify for coverage.

If your order hasn’t shipped yet, contact us immediately with your order number — we’ll do our best to accommodate changes. Orders that have already shipped cannot be modified.

You can contact our team by phone at (773) 486-1000 or email us at eric@maddockindustries.com. Our business hours are Monday–Friday, 8 AM–5 PM CST.

Definitely. Our experienced team can guide you through product selection based on your system requirements, space constraints, and performance goals.