Frequently Asked Questions
Find answers about ordering from Rema LLC, including condensate return systems, replacement tanks, Burks pumps, Dri-Vac equipment, shipping, lead times, payment, returns, exchanges, and damaged shipments. Rema LLC manufactures and supplies industrial boiler room, dry cleaning, laundry, and steam-system equipment from Bridgeport, Connecticut.
Shipping & Lead Times
How fast will my order ship?
Lead times depend on the product type, current stock, production schedule, vendor availability, and freight requirements. Small parts and repair kits typically ship within 1–2 business days when available. Most standard replacement return tank orders typically ship in approximately 1–2 weeks. Larger systems, Burks pumps, Dri-Vac equipment, special-order items, and custom-fabricated equipment may require additional time.
If an item is out of stock, delayed, or requires additional lead time, Rema LLC will contact you after the order is placed. Pump and part availability can fluctuate daily.
How are orders shipped?
Small parts and repair kits may ship by parcel carrier when size and weight allow. Larger pumps, tanks, condensate return systems, Dri-Vac systems, and fabricated equipment may require freight shipment. Shipping method depends on product size, weight, destination, and packaging requirements.
Do freight shipments require special handling?
Yes. Freight shipments may require a commercial delivery address, loading dock, forklift, or liftgate service. Additional freight charges may apply for residential delivery, limited-access delivery, liftgate service, inside delivery, redelivery, storage, or other carrier accessorial charges. Customers are responsible for confirming that the delivery location can receive the shipment.
Can I pick up my order?
Customer pickup may be available by prior arrangement from Rema LLC in Bridgeport, Connecticut. Contact Rema LLC before placing or picking up an order so availability, packaging, and pickup timing can be confirmed.
What should I do if my shipment arrives damaged?
Inspect all shipments before signing for delivery. If damage is visible, note the damage on the carrier delivery receipt before accepting the shipment. Take photos of the packaging, pallet, product, and any visible damage. Contact Rema LLC immediately at info@remausa.com with your order number, photos, and a description of the damage.
For freight shipments, failure to note damage with the carrier at delivery may limit the ability to file a freight claim.
Orders, Changes & Cancellations
Can I make changes to my order before it ships?
Rema LLC will make every reasonable effort to accommodate order changes before shipment. Change requests must be submitted as soon as possible by email to info@remausa.com. Changes may not be possible once an item has entered production, been ordered from a vendor, packed, staged, or shipped.
Can I cancel my order before it ships?
Cancellation requests are reviewed based on the order status. Standard stocked items may be cancelable before shipment. Custom-built tanks, fabricated systems, special-order pumps, electrical items, vendor-ordered items, and made-to-order equipment may not be eligible for cancellation once production, ordering, or processing has started.
Customers are responsible for verifying model numbers, voltage, phase, connection sizes, tank dimensions, pump requirements, and application details before ordering.
What if the pump or part I ordered is out of stock?
If a pump, part, or special-order item is unavailable or delayed after an order is placed, Rema LLC will contact you with available options. Depending on the item and order status, options may include waiting for availability, selecting an alternate item, modifying the order, or receiving a refund for the unavailable item.
Payment
What forms of payment do you accept?
Rema LLC accepts major credit cards and other payment options available through the website checkout. For certain commercial, custom, freight, or large equipment orders, Rema LLC may require payment by invoice, ACH, wire transfer, company check, deposit, or payment before shipment/release.
Why was I charged sales tax?
Sales tax is calculated based on applicable tax rules tied to the order location, shipping destination, product type, and current tax requirements.
When is payment required?
Payment terms depend on the order type and customer account status. Online orders are generally paid through checkout. Special-order pumps, vendor-supplied items, custom-fabricated equipment, freight shipments, and larger commercial orders may require deposit, progress payment, or payment before release/shipment.
Returns & Exchanges
What is your return policy?
Most standard stocked items purchased through Rema LLC may be eligible for return within 30 days if they are new, unused, uninstalled, undamaged, complete, and returned in acceptable condition. All returns require prior approval from Rema LLC.
Returned merchandise is inspected before any refund is issued. Original shipping charges are generally non-refundable. Return shipping is typically the responsibility of the customer unless otherwise approved by Rema LLC.
Are all products returnable?
No. Custom-built items, made-to-order equipment, fabricated tanks, special-order pumps, electrical components, installed equipment, used equipment, damaged items, and products ordered incorrectly by the customer may not be returnable. Tanks, systems, pumps, and related equipment that have been installed or used are generally not returnable unless there is a verified defect approved by Rema LLC.
Are returns subject to restocking fees?
Approved returns may be subject to restocking fees depending on the product type, manufacturer/vendor policy, condition, packaging, and order circumstances. Special-order and vendor-supplied items may also be subject to manufacturer or supplier return restrictions.
How do I make a return or exchange?
Contact Rema LLC at info@remausa.com before sending anything back. Include your order number, product information, reason for return, and photos if applicable. If the return is approved, Rema LLC will provide return instructions and a return reference number when applicable.
Products returned without prior approval may be refused or delayed.
When will I receive my refund?
Refunds are issued after the returned item is received and inspected. Refund timing may vary depending on product condition, payment method, carrier timing, and bank/payment processor processing time.
Condensate Return Tanks & Boiler Feed Systems
What is a condensate return tank?
A condensate return tank collects hot condensate water from steam equipment and stores it before the water is pumped back into the boiler system. Returning condensate can help reduce water consumption, reduce energy loss, and improve overall steam-system efficiency.
How do I know what size condensate return tank I need?
Tank sizing depends on condensate load, boiler horsepower, surge volume, return timing, pump capacity, and the application. If you are unsure, email Rema LLC at info@remausa.com with your boiler information, photos, existing tank dimensions, pump model, and system details so we can help recommend the correct size.
Can a condensate return tank be replaced without replacing the pump?
Yes. In many applications, the receiver tank can be replaced while keeping the existing pump, controls, and piping layout. This is common when the original tank has rusted, developed leaks, or reached the end of its service life.
How long does a condensate return tank last?
Service life depends on water quality, operating temperature, system conditions, maintenance, tank material, and installation environment. Steel tanks can provide many years of service in standard applications. Stainless steel tanks are often selected where increased corrosion resistance is needed.
Can you customize a condensate return tank or boiler feed system?
Yes. Rema LLC can often customize tank fittings, vent connections, return inlets, thermometer openings, pump openings, float openings, and other application-specific details. Contact info@remausa.com with your requirements before ordering.
Can you help match a replacement pump or tank?
Yes. Rema LLC can often help identify a comparable replacement for an existing tank, pump, or system. Send the model number, photos, dimensions, pump data, voltage, phase, connection sizes, and any nameplate information to info@remausa.com.
Burks Pumps & Parts
Do you sell Burks pumps and replacement parts?
Yes. Rema LLC supplies Burks pumps, repair kits, and replacement parts for many commercial and industrial applications. Availability can vary by model, configuration, and factory stock.
How do I choose the correct Burks pump?
Pump selection depends on flow rate, total dynamic head, boiler pressure, liquid temperature, horsepower, voltage, phase, connection size, material requirements, and application. If you are unsure, contact Rema LLC before ordering so the pump model and configuration can be reviewed.
Are Burks pump orders always in stock?
No. Some Burks pumps and parts may be available quickly, while others may require factory availability or special ordering. Rema LLC will contact you if there is an availability issue after the order is placed.
Dri-Vac Vacuum Systems
Do you sell Dri-Vac vacuum systems and replacement parts?
Yes. Rema LLC manufactures and supplies Dri-Vac vacuum systems, replacement tanks, turbine assemblies, condenser tanks, and related parts for dry cleaning, laundry, garment finishing, and other steam-equipment applications.
Can you help size or match a Dri-Vac system?
Yes. System selection depends on the number of presses, equipment layout, distance from the vacuum unit, piping arrangement, and application. Send photos, equipment details, and layout information to info@remausa.com for assistance.
Contact Rema LLC
For order questions, return requests, replacement matching, freight questions, or technical assistance, contact Rema LLC:
Rema LLC
1363 Seaview Ave
Bridgeport, CT 06607
Phone: 203-847-2464
Fax: 203-847-3609
Email: info@remausa.com