Kirby owners and prospective buyers may need help with an in-home sales contract, cancellation request, financing charge, warranty claim, repair, replacement part, online order, distributor complaint, or Factory Rebuild Program question. The correct contact depends on whether the issue involves The Kirby Company, an independent distributor, an authorized service center, a retailer, or a separate finance company.
Kirby remains an active home-cleaning brand. The current operating company is Kirby Opco, LLC, doing business as The Kirby Company, and Kirby is part of the Right Lane Industries portfolio.
How to Contact Kirby Customer Service
- Orders, replacement parts, supplies and technical assistance: 1-800-437-7170
- Kirby Consumer Relations: 1-800-494-8586
- Consumer Relations email: consumer@kirby.com
- Factory Rebuild questions: rebuild@kirby.com
- Fax: 216-529-6146
- Official contact form: Contact The Kirby Company
- Find an independent distributor: Kirby distributor locator
- Find an authorized service center: Kirby service-center locator
- Official website: www.kirby.com
Current Kirby Customer Service Hours
The Kirby Company currently lists the following hours for its U.S. and Canadian telephone support:
- Monday through Friday: 8:00 a.m.–5:00 p.m. Eastern Time
- Saturday and Sunday: Closed unless another department or independent distributor publishes separate hours
Holiday hours may differ. Independent distributors, service centers, retailers, and finance companies set their own schedules.
Kirby Corporate and Consumer Relations Address
Kirby currently lists the following address:
The Kirby Company
Consumer Relations Department
1920 West 114th Street
Cleveland, OH 44102
This is The Kirby Company’s corporate and Consumer Relations address. It is not automatically the correct destination for a vacuum return, distributor cancellation, repair shipment, finance payment, replacement part, or product purchased through an independent seller.
Obtain written instructions and any required Return Authorization before mailing a Kirby system, accessory, contract notice, or other item.
Best Kirby Support Route by Issue
- Technical help, manuals, parts, belts, bags or supplies: Call 1-800-437-7170.
- Complaint about an independent distributor or salesperson: Call Consumer Relations at 1-800-494-8586 or email consumer@kirby.com.
- Cancel an in-home distributor purchase: Follow the written cancellation instructions in the contract immediately and notify the selling distributor.
- Cancel or return a Kirby.com purchase: Call 1-800-437-7170 for a Return Authorization and current instructions.
- Finance payment, payoff or balance: Contact the finance company named on the contract or bank statement.
- Warranty claim: Locate the serial number, registration record and proof of purchase, then contact Kirby or an authorized distributor.
- Local repair: Use Kirby’s authorized service-center locator.
- Factory Rebuild Program: Call 1-800-437-7170 or email rebuild@kirby.com.
- Retailer or marketplace purchase: Contact the seller shown on the receipt for its return and refund policy.
- Unauthorized door-to-door activity: Contact Kirby Consumer Relations and, when appropriate, local consumer-protection or law-enforcement authorities.
Kirby Sales and Independent Distributor Information
Kirby products may be purchased through Kirby.com or through independent authorized distributors. In-home demonstrations and door-to-door sales are generally conducted by independent distributors or their representatives.
The independent distributor may control:
- The in-home demonstration
- The negotiated purchase price
- Trade-in allowances
- Salesperson conduct
- The purchase contract
- Delivery arrangements
- Distributor cancellation processing
- Local service arrangements
- The selection of a third-party finance company
The Kirby Company may accept and investigate a distributor complaint, assist in identifying the selling distributor, explain its policies, or contact an authorized distributor. It should not be assumed that Kirby is the seller, lender, or party to every independent distributor contract.
Before Agreeing to an In-Home Kirby Demonstration
- Ask for the distributor’s company name and contact information.
- Confirm that the representative is associated with an authorized Kirby distributor.
- Decide how long you are willing to allow the demonstration to continue.
- Do not sign blank or incomplete forms.
- Read the total purchase price, finance charge, payment schedule and cancellation notice.
- Confirm whether a trade-in is being taken.
- Keep a complete copy of every signed document.
- Do not provide online banking credentials or unrelated personal information.
- Ask the representative to leave if you no longer wish to continue.
How to Cancel an In-Home Kirby Purchase
Consumers who purchase a Kirby system during an in-home demonstration should review the cancellation notice in the contract immediately.
The Federal Trade Commission’s Cooling-Off Rule generally gives consumers three business days to cancel certain qualifying purchases made at home or at another temporary sales location. Not every transaction is covered, and state law may provide additional rights.
To protect a cancellation request:
- Read the contract and cancellation form.
- Calculate the deadline using the instructions provided.
- Complete and sign the cancellation notice.
- Send or deliver it by the method stated in the contract.
- Keep a copy of the completed notice.
- Keep mailing, delivery, email or fax confirmation.
- Notify the selling distributor.
- Contact Kirby Consumer Relations if assistance is needed.
- Do not allow the cancellation deadline to pass while waiting for a telephone callback.
A telephone call alone may not satisfy the written cancellation requirements in the contract or applicable law.
Kirby Golden Ager and Vulnerable Consumer Policy
Kirby publishes an additional policy for certain qualifying in-home purchases made through independent distributors.
Under the current policy:
- A Golden Ager is generally a purchaser who was at least 70 years old when the Kirby system was purchased.
- A Vulnerable Consumer may include someone whose physical, mental, financial, language or cognitive circumstances prevented full understanding of the transaction.
- An eligible purchaser may be allowed to cancel within 90 days of the sale.
- The purchaser must generally be listed on the owner registration submitted to Kirby.
- The Kirby system must be returned in substantially the same condition.
- A cancellation made more than 30 days after purchase may be subject to a restocking fee of up to 10%.
Eligibility is not automatic. Contact Consumer Relations at 1-800-494-8586 or consumer@kirby.com promptly and preserve all documents.
Kirby.com Returns and Exchanges
Kirby currently permits most new products purchased directly through Kirby.com, excluding chemicals and cleaning formulas, to be returned within 30 days of delivery.
Before returning an item:
- Call 1-800-437-7170.
- Request a Return Authorization number.
- Obtain the correct return address and packaging instructions.
- Include all parts, attachments, manuals and accessories.
- Use a trackable shipping method.
- Save proof of shipment and delivery.
For an approved return of a Kirby Home Cleaning System, Kirby currently deducts a flat $99 return fee. Other approved website returns are generally refunded less shipping charges. Damaged, incomplete, abused or missing-part returns may be refused or assessed a refurbishment fee.
If a Kirby.com item arrives damaged in transit, contact Kirby within five days of receipt to ask about an exchange.
These website-return terms do not automatically apply to products purchased from an independent distributor, retailer, marketplace seller or secondhand owner.
Kirby Warranty Information
The current Kirby Home Cleaning System limited warranty is generally:
- Household use: Three years from the registered owner’s purchase date
- Commercial or professional use: Ninety days
To qualify, the owner must generally have purchased from The Kirby Company, Kirby.com, or an independent authorized distributor, trainee or dealer and must be the registered owner.
The limited warranty generally covers qualifying defects in materials or workmanship. Important exclusions include:
- Belts, bags, brush rolls and other expendable items
- Labor and service-call charges
- Transportation expenses
- Accident, misuse, negligence or abuse
- Damage caused by unauthorized repair
- Non-genuine parts
- Unauthorized alterations or structural modifications
- A removed, altered or defaced serial number
Kirby may provide a qualifying replacement part through an authorized distributor, but the warranty does not guarantee free labor, free shipping, a new replacement machine, a refund, reimbursement, or approval of every requested repair.
How to Start a Kirby Warranty Claim
- Locate the complete model and serial number.
- Find the original purchase contract or receipt.
- Confirm that the Kirby system was registered.
- Describe the defect and when it began.
- Record troubleshooting already performed.
- Contact Kirby or an authorized service center.
- Ask whether the repair requires prior authorization.
- Request the expected labor, parts and transportation charges in writing.
- Do not authorize a paid repair until responsibility for the charges is clear.
Is the Kirby Warranty Transferable?
No. Kirby states that its three-year limited warranty, Factory Rebuild Program and Fire Plan are limited to the qualifying original registered owner and are not transferable to a later owner.
A used Kirby purchased from a private seller, thrift store, marketplace or unauthorized dealer may not include the original owner’s warranty or rebuild rights.
Kirby Repairs and Authorized Service Centers
Kirby has a network of independent authorized distributors and service centers. Use the official service-center locator rather than assuming that any vacuum repair shop is authorized.
Before leaving a machine for repair:
- Confirm that the shop is currently authorized.
- Request a written diagnosis and estimate.
- Ask whether genuine Kirby parts will be used.
- Ask whether the repair is covered by warranty.
- Confirm labor, diagnostic and transportation charges.
- Photograph the machine and attachments.
- List every item being left with the service center.
- Keep the claim ticket and receipt.
Kirby warns that service performed by an unauthorized repairer can damage the product and affect warranty rights.
Kirby Factory Rebuild Program
Kirby’s Factory Rebuild Program may allow a qualifying registered original owner to have an eligible Kirby system rebuilt to a like-new operating condition for as long as that owner retains the machine.
The Factory Rebuild Program is different from the three-year limited warranty:
- It is not a free lifetime repair warranty.
- The owner pays the current rebuild charge.
- The owner pays transportation to and from Kirby.
- The cost is based partly on the original purchase year and current adjustments.
- The program is nontransferable.
- The machine must remain with the registered original owner.
- Altered, defaced, abused, misused or commercially used machines may be excluded.
Call 1-800-437-7170 or email rebuild@kirby.com for current pricing, eligibility, shipping instructions and estimated turnaround time.
Kirby Financing and Payment Help
The Kirby Company states that it does not finance Kirby systems sold by independent distributors and does not hold those finance-account records.
For a payment, payoff, interest, late-fee, automatic-withdrawal or balance question:
- Review the purchase and finance agreements.
- Identify the lender or finance company.
- Check the name shown on the bank or card statement.
- Contact the selling distributor when the finance company cannot be identified.
- Call Kirby at 1-800-437-7170 with the finance-company name if help locating its telephone number is needed.
- Keep written proof of payments and cancellation requests.
Kirby Consumer Relations cannot access every finance account, change the loan terms, provide a payoff quote, remove a late fee, cancel automatic payments, correct credit reporting, or promise that a lender will cancel an agreement.
Kirby Parts, Bags, Belts and Supplies
Kirby sells genuine replacement parts, filter bags, belts and cleaning supplies through its website and authorized network.
Before ordering:
- Identify the Kirby model.
- Compare the part number and product description.
- Check whether the part is compatible with an older model.
- Confirm whether the item is returnable.
- Review shipping charges and delivery estimates.
- Do not use a damaged electrical cord, plug, motor or accessory.
Belts, bags and brush rolls are generally treated as consumable or expendable items and may not be covered by the limited warranty.
Basic Kirby Vacuum Troubleshooting
Kirby Runs but Does Not Pick Up Dirt
- Check whether the disposable bag is full.
- Confirm that the nozzle height is properly adjusted.
- Check whether the brush-roll indicator light is on.
- Inspect the belt for slipping, breakage or incorrect engagement.
- Remove hair and debris from the brush roll after unplugging the machine.
- Check the hose and airflow path for an obstruction.
Kirby Smells Like a Burning Belt
Turn the machine off and unplug it. Inspect the belt and brush roll. Hair, string or debris can prevent the brush roll from turning freely and cause the belt to slip or overheat.
Do not continue operating a machine that smokes, sparks, repeatedly trips a breaker, has a damaged cord, produces a strong electrical odor or becomes unusually hot. Contact an authorized service center.
Kirby Will Not Turn On
- Confirm that the outlet works.
- Inspect the plug and cord for damage.
- Confirm that the bag assembly and nozzle are installed correctly.
- Check the owner manual for safety-switch requirements.
- Do not bypass a safety switch or disassemble the motor housing.
How to Report a Kirby Distributor or Sales Complaint
Contact Kirby Consumer Relations if a complaint involves:
- Misleading statements during an in-home demonstration
- Refusal to provide contract copies
- Difficulty submitting a timely cancellation
- An unauthorized or unexplained finance application
- Failure to return trade-in property or a deposit after a valid cancellation
- A salesperson who will not leave the home
- Questions about whether a seller is an authorized distributor
- Conduct involving an older or otherwise vulnerable consumer
- Promises that differ from the written contract
Provide the distributor’s name, salesperson’s name, demonstration date, contract date, location, purchase amount and copies of relevant documents. Do not send original contracts or irreplaceable records unless specifically required.
How to Escalate a Kirby Customer Service Complaint
- Identify whether the issue belongs to Kirby, an independent distributor, a service center, a retailer or a finance company.
- Gather the contract, receipt, warranty record, serial number, repair estimate, cancellation notice and payment history.
- Contact the selling distributor or service center.
- Call Kirby Consumer Relations at 1-800-494-8586.
- Email consumer@kirby.com and keep the sent message.
- Ask for a case or reference number.
- State the requested resolution clearly.
- Send written correspondence when appropriate.
- Contact the finance company separately for account-specific issues.
- Consider the FTC, state attorney general or local consumer-protection agency when a documented sales or cancellation issue remains unresolved.
Opening a complaint does not guarantee cancellation, a refund, warranty coverage, free repair, financing relief, replacement, reimbursement or disciplinary action against a distributor.
Kirby Customer Service Reviews and Complaints on CSN
CustomerServiceNumbers.com currently has zero published Kirby reviews. The displayed 0 out of 5 rating reflects that no ratings have been submitted; it is not a zero-star customer verdict.
Because there are no live CSN reviews, there is not enough CustomerServiceNumbers.com feedback to identify reliable patterns involving Kirby product performance, pricing, in-home demonstrations, distributor conduct, warranty claims, repairs, financing, cancellations or customer-service responsiveness.
Related Vacuum Customer Service Resources
Kirby Customer Service Frequently Asked Questions
What is the Kirby customer-service number?
Call 1-800-437-7170 for orders, parts, supplies and technical assistance. Call Consumer Relations at 1-800-494-8586 for distributor, sales and consumer complaints.
What are Kirby customer-service hours?
Kirby currently lists both main U.S. and Canadian support routes Monday through Friday from 8:00 a.m. to 5:00 p.m. Eastern Time.
How do I cancel a Kirby purchased at home?
Follow the cancellation notice in the sales contract immediately. Certain covered in-home sales may qualify for a three-business-day cancellation period under the FTC Cooling-Off Rule, and state law may provide additional rights.
Can I cancel a Kirby by telephone?
A telephone call may not satisfy the written notice requirements. Complete and send the cancellation form by the method and deadline stated in the contract.
Does Kirby offer an extended cancellation period for seniors?
Kirby’s Golden Ager and Vulnerable Consumer policy may permit qualifying purchasers to cancel an eligible in-home distributor sale within 90 days, subject to the policy’s conditions.
How long is the Kirby warranty?
The current limited warranty is generally three years for a qualifying registered household owner and 90 days for commercial use.
Does Kirby have a lifetime warranty?
Kirby’s Factory Rebuild Program may remain available to a qualifying registered original owner for as long as that person owns the system, but it is a paid rebuild program, not a free lifetime warranty.
Can a secondhand Kirby owner use the original warranty?
No. Kirby states that the limited warranty, Factory Rebuild Program and Fire Plan are not transferable.
Who handles Kirby financing?
The finance company named on the contract or bank statement handles the account. Kirby states that it does not finance systems sold by independent distributors or hold those finance records.
Can I return a Kirby bought through Kirby.com?
Most eligible new products other than chemicals and cleaning formulas may be returned within 30 days of delivery after obtaining a Return Authorization. Fees and exclusions apply.
Where should I send my Kirby for repair?
Use Kirby’s authorized service-center locator or obtain Factory Rebuild shipping instructions. Do not send a vacuum to the corporate address without authorization.
Are Kirby distributors employees of Kirby?
Kirby describes its authorized distributors as independent contractors. Their sales offices, contracts, financing and operating practices should be distinguished from The Kirby Company’s corporate Consumer Relations department.
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share support experiences since 2004. We are an independent consumer resource and are not owned or operated by Kirby Opco, LLC, The Kirby Company, Right Lane Industries, an independent Kirby distributor, a Kirby service center, retailer, lender or finance company.
Our goal is to help consumers distinguish the manufacturer, independent seller, repair provider and finance company so they can contact the organization responsible for the issue.
Share Your Kirby Customer Service Experience
Have you contacted Kirby about an in-home demonstration, distributor complaint, cancellation, financing issue, warranty claim, repair, Factory Rebuild, online return, replacement part or technical problem? Share the Kirby model, general purchase method, support route used, whether you received a case number and whether the issue was resolved.
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Page Update Note
This Kirby customer-service page was reviewed and updated on July 24, 2026. The update confirms that Kirby remains active under Kirby Opco, LLC and the Right Lane Industries portfolio; corrects the support hours; distinguishes technical support from Consumer Relations; adds verified email, fax, repair and rebuild contacts; explains distributor sales, financing, cancellation, returns and warranty rules; clarifies that the Factory Rebuild Program is paid and nontransferable; and removes unsupported customer-review claims.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is not affiliated with Kirby Opco, LLC, The Kirby Company, Right Lane Industries, an independent Kirby distributor, salesperson, authorized service center, retailer, lender, finance company, the Federal Trade Commission or a state consumer-protection agency.
Kirby does not provide customer support through this website. Telephone numbers, hours, ownership, distributors, warranties, return periods, cancellation rights, fees, finance companies, rebuild pricing, service-center locations and escalation procedures can change. Verify important information through Kirby, the written sales contract, the selling distributor, the finance company and applicable law.
CustomerServiceNumbers.com cannot cancel a contract, stop a payment, access a finance account, authorize a return, approve a warranty claim, repair a vacuum, provide a replacement, issue a refund, waive a fee, retrieve a trade-in or determine a consumer’s legal cancellation rights. Reviews are submitted by individual users and reflect their own experiences and opinions.