I could not get hold of anyone at Thane, the phone numbers that was on the email did not work. and at that time I wanted to cancel the order. However they did get hold of me by email and said I could cancel by refusing the order when it arrived. However so far it hasnt arrived at my house yet so still waiting. User's recommendation: Evidently Ontel went out of business. I bought one through Amazon and after a week it wouldnt work.I called Ontel to get a new plug as I was sure it was that and they offered to send me a new vacuumwhich I thought was strange but received it 4 days later and it worked for approx 4 days then stopped working so called them and couldnt get thru at all so called Amazon and they said they think they went out of business,they said they could only send me another one as Swiffer had sent me another one,but that was nice of them but not sure it will work so if it doesnt I am out of luck. Guess going thru Amazon is the best weay. s.