You can place an order directly through the customer portal under the Orders section. Select the products you need, specify quantities, and submit the order. Once submitted, our team reviews the order and confirms availability within 1 business day. For large or custom orders, we recommend contacting us in advance.

We accept bank transfer (preferred for B2B orders), credit card, and PayPal. Bank transfer details are included on every invoice. For recurring customers, we also offer a monthly invoicing arrangement — contact your account manager to set this up.

Most products have no minimum order quantity, although some consumables (e.g., Ship shampoo plus, Speed Nuts) have a stated minimum on the product page. For very small quantities of low-value parts, a handling surcharge may apply. Please check the product notes or contact us if unsure.

Standard delivery to major European ports takes 2–5 business days from order confirmation. For urgent deliveries or remote ports, express shipping is available at an additional cost. Delivery to your specified port is included in the quoted price unless stated otherwise.

Orders can be modified or cancelled free of charge within 24 hours of submission, provided they have not yet been dispatched. After dispatch, we can arrange a return for unused, undamaged goods — return shipping costs may apply. Repair service orders cannot be cancelled once work has commenced.

Yes. We deliver directly to the vessel at the specified port. Please provide the vessel name, expected arrival date, and port agent contact when placing the order. For ports outside our standard coverage area, we work with local forwarding agents to ensure delivery on time.

You can submit a quotation request through the Orders section of the portal by selecting items and choosing 'Request Quote' instead of ordering directly. Alternatively, contact our sales team by email with your vessel name, required items, quantities, and preferred delivery port. We aim to respond within 4 business hours.

The unit prices listed in the Products section are standard list prices excluding VAT. Prices for large-quantity orders, recurring contracts, or bundled service+parts packages may differ. Repair service prices are fixed as listed, but may increase if additional parts or labour are required beyond the standard scope — this will always be communicated before proceeding.

Yes. For vessels or fleet operators with regular purchasing needs, we offer framework agreements with fixed pricing, priority stock allocation, and dedicated account management. Please contact our sales department to discuss your vessel's requirements and annual volume.

For repair quotations, please provide: the unit type and model (e.g., EVAC OPTIMA control mechanism), a brief description of the fault or symptoms, the vessel name and current location, and your preferred timeline. If the unit has a serial number, including it will speed up the process. Photos of the fault are helpful but not required.

Contact us through the portal or by email with the unit details and fault description. We will confirm whether the unit needs to be shipped to our workshop or whether an on-board visit is more appropriate. Once agreed, we provide a shipping label and collection instructions. Turnaround time is typically 1–5 business days depending on the repair type.

Yes. All repaired units carry a minimum 3-month warranty covering the repaired components. Full pump overhauls include a 6-month warranty. The warranty covers defects arising from the repair work itself and does not cover damage caused by incorrect installation, use of non-approved chemicals, or mechanical impact.

For EVAC vacuum pump overhauls, we maintain a small stock of loan units that can be dispatched while yours is being serviced. Loan unit availability is not guaranteed — please ask at the time of booking. A refundable deposit may be required for the loan unit.

Yes, for selected repairs and maintenance tasks our technicians can come on board. On-board service is available for discharge valve servicing, dosing system installation and calibration, control mechanism replacement, and preventive maintenance visits. Travel and accommodation costs are charged separately. Please book at least 2 weeks in advance for scheduled visits.

Contact Cruiservice immediately via the emergency support line or by email marked URGENT. We offer a 24/7 emergency technical support service (SRV-007) where a technician is dispatched to the vessel's current location as fast as possible. We can also provide remote diagnostic assistance by phone or video call to help manage the situation until on-site support arrives.