FAQ
General Questions & Mortek 2-in-1 Handheld Vacuum Steamer (SV01)
SECTION 1 – General FAQ (Orders, Shipping, Returns, Website Use)
Q: What payment methods do you accept?
A: We accept major credit and debit cards, as well as other secure payment methods available at checkout through our payment provider (Shopify Payments).
Q: Can I change or cancel my order after placing it?
A: If your order has NOT shipped yet, we can assist with:
• Changing your shipping address
• Canceling the order
• Adjusting items or quantities
Please contact us as soon as possible with your order number at: support@mortekus.com
Once the order has shipped, changes and cancellations are no longer possible. In that case, you may follow our Return & Refund Policy after delivery.
Q: How can I track my order?
A: Once your order ships, you will receive a confirmation email containing:
• Your tracking number
• A direct link to the carrier’s tracking page
• The estimated delivery time
You can check your shipment status at any time using this tracking link.
Q: Where can I buy official Mortek products?
A: To ensure you receive genuine products and full warranty coverage, we recommend purchasing directly from:
• www.mortekus.com (official website)
• Authorized Mortek US partners and retailers (if listed on our site)
Q: My payment was declined — what should I do?
A: Please:
1. Double-check your card number, expiry date, CVC, and billing address.
2. Make sure your bank has not blocked the transaction.
3. Try another card or payment method if available.
If the issue continues, contact your bank or reach out to us at support@mortekus.com.
Q: Which regions do you ship to and how long does delivery take?
A: Mortek US currently ships within the continental United States.
• Processing time: 1–3 business days after payment confirmation.
• Estimated delivery time: 3–7 business days for most mainland addresses.
Delivery times may be affected by:
• Weather conditions
• Carrier delays
• Peak seasons
• Incorrect or incomplete addresses
Q: Do you offer free shipping?
A: Shipping costs depend on:
• Your delivery address
• Package size and weight
• Active promotions
We may occasionally offer free or discounted shipping during promotions or for qualifying orders. Any shipping discounts will be clearly displayed at checkout. Mortek US does not guarantee free shipping on all orders.
Q: Can I change my shipping address after placing the order?
A: If your order has NOT shipped yet, contact us immediately with your updated address and order number.
Once the order is in transit:
• We cannot guarantee address changes.
• Additional fees may apply if delivery fails due to an incorrect address.
Q: Will I be charged customs duties or import taxes?
A: Orders shipped within the United States are generally not subject to customs duties.
State and local sales tax, if applicable, will be calculated and shown at checkout.
Q: What should I do if my package is damaged or never arrives?
A: If your package:
• Arrives with visible damage, or
• Does not arrive within the expected delivery time
Please:
1. Take photos of the damaged packaging/products (if applicable).
2. Check the tracking status with the carrier.
3. Contact both the carrier and support@mortekus.com with your order number.
Once a shipment is marked “Delivered” by the carrier, Mortek US is not responsible for loss or theft after delivery.
Q: Do you offer a return service?
A: Yes. Mortek US offers a 7-Day Money-Back Guarantee for eligible orders purchased directly from mortekus.com, subject to our Return & Refund Policy.
Q: What is your return & refund policy?
A: You may return eligible products within 7 days from the delivery date if:
• The product is clean, undamaged, and fully functional.
• All accessories, manuals, and original packaging are included.
For full details, please refer to our Return & Refund Policy.
Q: How do I request a return or refund?
A: Please email: support@mortekus.com
Include:
1. Your Order ID
2. The reason for return
3. Photos or videos showing the condition of the product and packaging
We will review your request and send return instructions.
Do NOT ship any product back without authorization.
Q: How long will it take to receive my refund?
A: Once we receive and inspect your returned product:
• We typically process refunds within 7–10 business days.
• The refund will be sent to your original payment method.
• Your bank or payment provider may take additional time to post the refund.
Q: Are shipping costs refundable?
A: If the return is due to a verified product quality issue or an error on our side, Mortek US may cover return shipping.
For non-quality-related returns (preference, change of mind, etc.), the customer covers shipping costs, and original shipping fees are typically non-refundable.
Q: What are the conditions for a valid return?
A: To qualify:
• The product must be clean, undamaged, and functional.
• All original accessories, manuals, and packaging must be included.
Items returned in incomplete, dirty, or damaged condition may be refused.
Q: Do Mortek products include a warranty?
A: Yes. Mortek products purchased from mortekus.com include a 1-year limited warranty, covering:
• Manufacturing defects.
• Component malfunctions under normal use.
The warranty does NOT cover:
• Misuse or physical damage.
• Unauthorized repair or modification.
• Normal wear and tear.
• Issues reported after the warranty period.
For details, please see our Warranty Policy.
Q: What should I do if parts or accessories are missing from my package?
A: If you are missing parts:
1. Take photos of the outer box, internal packaging, and included items.
2. Email us at support@mortekus.com with your order number and photos.
Once verified, we will arrange to send missing parts or accessories.
Q: My product is not working properly — what should I do first?
A: Before submitting a warranty claim:
1. Make sure the device is plugged in correctly or fully charged (if applicable).
2. Check that all parts are installed properly.
3. Restart the product and test again.
4. Refer to the user manual for basic troubleshooting.
If the issue continues, send us a short video of the problem with your order number to support@mortekus.com.
SECTION 2 – Mortek 2-in-1 Handheld Vacuum Steamer (SV01) – Product FAQ
Q: What is the Mortek 2-in-1 Handheld Vacuum Steamer (SV01)?
A: The Mortek 2-in-1 Handheld Vacuum Steamer (Model SV01) is a compact handheld device designed for garment and fabric care. It combines:
• Steam ironing (with multiple steam modes)
• Built-in vacuum suction (up to 2500Pa)
This allows you to steam, refresh, and help dry fabrics, reducing moisture and water marks in a single process.
Q: What is the main use of the Mortek 2-in-1 Handheld Vacuum Steamer?
A: The device is primarily designed for:
• Clothes and garments (shirts, dresses, abayas, trousers, etc.).
• Everyday fabrics and textiles.
It is intended for fabric steaming and light moisture removal, not as a floor vacuum or carpet cleaner.
Q: Which fabrics can I use it on?
A: In general, the device is suitable for:
• Cotton
• Linen
• Polyester and blends
• Many everyday garment fabrics
Always check the care label of the garment. If the fabric is marked “Do not steam” or is very delicate or heat-sensitive, do not use the steamer on it. If unsure, test on a small, hidden area first.
Q: Can I use it horizontally on a flat surface like a normal iron?
A: The device is primarily designed as a handheld vertical steamer for:
• Hanging garments
• Fabrics on a hanger
• Light fabrics on an ironing board
Do not leave the device face-down or flat on fabrics while stationary. Always follow the safety guidance provided in the user manual.
Q: What steam modes are available?
A: The Mortek 2-in-1 Handheld Vacuum Steamer provides multiple steam levels (such as Dry / Lite / Blast, depending on the final retail naming), allowing you to:
• Use dry heat only.
• Use gentle steam for lighter fabrics.
• Use stronger steam for thicker garments and deeper wrinkles.
Please refer to your user manual for the exact mode names and recommended usage.
Q: What is the water tank capacity and how long can I use it?
A: The device includes:
• Water tank capacity of approximately 160 ml.
Actual use time per tank depends on the steam level used (gentler steam vs. stronger steam), but this is generally enough for multiple garments in one session.
Q: Should I use tap water or distilled water?
A: For best performance and to reduce scale buildup, we recommend using distilled water.
Using hard tap water can lead to mineral buildup and reduced steam performance over time.
Q: Can I add detergent, fragrance, or fabric softener to the water tank?
A: No. Do NOT add:
• Detergents
• Vinegar
• Essential oils
• Perfumes
• Fabric softeners
• Any other chemical liquids
Use clean water only. Additives may damage internal components, clog the steam system, and void the warranty.
Q: How does the vacuum function work on fabrics?
A: The built-in vacuum (up to 2500Pa suction) is designed to:
• Help pull away excess moisture after steaming.
• Reduce water marks on fabrics.
• Assist in removing light lint and loose particles from the fabric surface.
It is not a replacement for a full-sized vacuum and is not designed for deep carpet or floor cleaning.
Q: Is the Mortek 2-in-1 Handheld Vacuum Steamer safe for all fabrics?
A: It is designed to be safe for most everyday fabrics when used properly and on appropriate settings. However:
• Always check the garment care label.
• Start with a lower steam setting on delicate fabrics.
• Avoid direct, prolonged contact on very delicate or non-steam-safe materials.
Do not use on fabrics that specifically warn against steam or high heat.
Q: How quickly does the device heat up?
A: The device heats up quickly, typically in under 30 seconds (depending on the model specification), allowing you to start steaming shortly after powering it on. Wait for the ready indicator (if available) before use.
Q: What comes in the box?
A: A typical Mortek 2-in-1 Handheld Vacuum Steamer (SV01) package may include:
• Mortek 2-in-1 Handheld Vacuum Steamer unit
• Power cord (region-appropriate plug)
• Travel/storage bag (if included in your bundle)
• Ironing glove or pad (if included)
• User manual
Please refer to the product listing on mortekus.com for the exact contents of your specific bundle.
Q: What are the basic safety precautions?
A: Key safety guidelines:
• For household use only.
• Do not direct steam at people, pets, or electrical components.
• Do not touch hot metal parts or steam outlets during or immediately after use.
• Always unplug the device before cleaning or refilling.
• Do not immerse the device or cable in water.
• Allow the device to cool completely before storing.
Refer to your user manual for the full safety list.
Q: How do I maintain and clean the Mortek 2-in-1 Handheld Vacuum Steamer?
A: To maintain performance:
• Use distilled water whenever possible.
• Empty the water tank if the device will not be used for a while.
• Clean or check filters as described in the manual (such as sponge filters if present).
• Wipe the exterior with a soft, dry cloth.
Do not use harsh chemicals or immerse the device in water.
Q: What should I do if no steam is coming out or suction feels weak?
A: Try the following:
1. Make sure the device is plugged in and switched on.
2. Check that there is enough water in the tank.
3. Allow full pre-heating time.
4. Ensure the tank is properly locked in place.
5. Check the steam outlet and suction inlet for visible blockages.
6. Clean or check filters as needed.
If the issue continues, contact support@mortekus.com with:
• Your order number.
• A short description of the issue.
• A video showing the problem.
Q: Does the Mortek 2-in-1 Handheld Vacuum Steamer include a warranty?
A: Yes. When purchased from www.mortekus.com or from authorized retailers, the device is covered by our 1-year limited warranty under normal household use, as detailed in our Warranty Policy.
Q: Where can I find the user manual or support documentation?
A: You can:
• Use the printed user manual inside the product box.
• Visit www.mortekus.com (Support or Help section) to download a digital copy (if available).
• Contact support@mortekus.com if you need a replacement manual or additional assistance.
For any other questions not listed here, you can always reach us at:
support@mortekus.com