Support
Product documentation, warranty information, installation guidance and after-sales contact — all in one place.
Frequently asked questions
If your question is not answered here, write to us directly — we answer technical questions from installers as readily as commercial ones from buyers.
What is your minimum order quantity?
It depends on the product and on how much customisation is involved. Standard catalogue products in our existing configurations have a low MOQ and can often be consolidated across the three product lines to make up a mixed pallet or container. Private-label work with custom nameplates, colours or packaging carries a higher minimum. Tell us the products and quantities you have in mind and we will give you a straight answer rather than a standard number.
Can you supply 60 Hz / 110 V equipment for North America?
Yes. Motors are built for the voltage and frequency of the destination market, not shipped as a single global part number. Confirm the market at enquiry stage and the quotation will reflect the correct configuration and nameplate rating. If you are buying for more than one market, we can split a single order across configurations.
Do you support OEM and private label?
Yes. We can supply under your brand name and logo, in your housing colour, with your carton artwork, your manuals and your model numbering. Label-only changes are the quickest and cheapest route; changes that require new tooling take longer and carry a higher minimum. See the Products page for what can be customised.
How do I choose the right pump for my filter?
The pump has to deliver a flow rate the filter bed can actually handle. Over-driving a sand filter pushes dirt straight through the media and shortens its life; under-driving it leaves the pool turning over too slowly. If you tell us the pool volume, the pipework size and the turnover time you are targeting, we will size the pump and filter together and quote them as a matched set.
What are your typical lead times?
Lead time depends on whether the configuration is in stock, whether the order is customised, and the time of year — the season before summer in your hemisphere is always the busiest. We confirm a realistic date in writing with the proforma invoice, and we tell you if that date is at risk rather than letting it pass quietly.
Which shipping terms do you work with?
We regularly ship FOB, CIF and DDP. Documentation, palletising and container loading are handled on our side. If you have a forwarder you already use, we can work to their booking and deliver to their nominated warehouse instead.
Do you supply spare parts after the warranty period?
Yes. Seals, impellers, strainer baskets, lids, O-rings and multiport valves are kept available for the products we supply. Send us the model and, if you have it, the serial number, and we will identify the correct part. Spare parts availability is one of the reasons we keep our range narrow.
Can you supply pumps and filters as a matched system?
That is how we prefer to quote. Buying the pump and the filter from the same supplier means the duty point, filter area and connection sizes are checked once, before the order is placed, instead of being discovered on site during commissioning.
Manuals & downloads
Download the current documentation below. If you need the revision that applies to a specific model or to a shipment you have already received, tell us the model number and we will send it directly.
| Document | Applies to | |
|---|---|---|
| Pool Pump — installation & operation manual Installation, wiring, priming and routine service. | Pool Pumps | PDF ↓ |
| Spa Pump — installation & operation manual Mounting, union connections, speed control and service. | Spa Pumps | PDF ↓ |
| Sand Filter — installation & operation manual Media loading, valve positions, backwash and winterising. | Sand Filters | PDF ↓ |
| Product specification sheets Performance curves, dimensions and nameplate data by model. | All products | PDF ↓ |
| Spare parts list Seals, impellers, baskets, lids, O-rings and valve components. | All products | PDF ↓ |
Documents are issued per model and per destination market. If you already have an order with us, quote your PO or invoice number and we will send the exact revision supplied with your shipment — email alpflow@alpflow.com.
Warranty policy
What is covered
ALPFLOW products are warranted against defects in materials and workmanship for 12 months from the date of delivery, when installed, operated and maintained in accordance with the product manual.
Where a defect is confirmed, we will repair the unit, supply replacement parts, or replace the unit, at our discretion. Replacement parts are supplied under the balance of the original warranty period.
What is not covered
- Damage caused by running the pump dry, even once
- Freeze damage from equipment that was not drained
- Damage from water chemistry outside normal operating limits
- Incorrect supply voltage, frequency or wiring
- Normal wear items — seals, O-rings, filter media, baskets
- Installation not in accordance with the product manual
- Repairs or modifications carried out by third parties
How to make a claim
Complete the warranty form below, or email us with the same details. To assess a claim we need the model number, the serial number if the unit carries one, the purchase or invoice reference, and a description of the fault. Photographs of the nameplate and of the fault itself speed the process up considerably.
Do not return goods before contacting us. Unannounced returns cannot be processed and return freight arranged without prior agreement is not reimbursed.
We aim to acknowledge every warranty enquiry within one business day and to confirm the outcome once the technical assessment is complete.
Getting long life out of the equipment
Most of the failures we see are installation or maintenance issues rather than manufacturing faults. These are the points worth getting right.
Before installation
Check that the nameplate voltage and frequency match the supply at the installation site. Confirm the pump is mounted at or below the recommended height relative to water level, and that suction pipework is the correct diameter — undersized suction is the single most common cause of poor performance and premature seal failure.
Priming and first start
Fill the strainer housing before the first start and never run the pump dry, even briefly. A dry run will destroy the mechanical seal in seconds. Check the direction of rotation on three-phase units before leaving the pump in service.
Routine maintenance
Empty the strainer basket regularly — a blocked basket starves the pump and raises motor temperature. Backwash the sand filter when the pressure gauge rises roughly 0.5 bar above its clean starting pressure, then rinse before returning to filter.
Media replacement
Sand media does not last forever. Grains round off over time and stop trapping fine particles. Plan on replacing the media every few seasons, sooner in heavy-use commercial installations, and inspect the laterals while the tank is empty.
Winterising
In climates that freeze, drain the pump housing and the filter tank completely and leave the multiport valve in the closed or winter position. Water left in a housing over winter will crack it.
Water chemistry
Keep chlorine and pH within normal operating limits. Persistently aggressive water shortens the life of seals, O-rings and tank internals, and damage caused by out-of-range chemistry is not a manufacturing fault.
This page is general guidance. Always follow the installation and operation manual supplied with your specific model, and comply with local electrical regulations.
Warranty registration & claim form
Use this form to register a new installation or to open a warranty claim. Fields marked * are required.
Tell us what you need
Send us your model requirements, target market and volumes. We reply to every technical and commercial enquiry within one business day.