F.A.Q.

General Questions

Q: How can I order
A: You can order easily using our online platform. When you find a product you need, you can add it to cart, login and go through the ordering process. After the order is ready, you will receive order summary to your email and your Order summary will also be stored to your account. 

Q: What information will I need to provide when ordering?
A: Our online ordering system will ask for all the important information you should submit. Please make sure you enter all required fields to ensure a seamless ordering process.

Q: What payment methods can I use?
A: You can use all the major credit cards using our online payment processor.

Q: Are Taxes charged?
A: Taxes are charged on all Canadian orders, with the tax rate derived from the SHIPPING ADDRESS. For example a shipment to Nova Scotia will be charged 15% HST on the order total.

Q: What about shipping?
A: Shipping rates are included in the price of each product and no additional shipping will be charged. 

Q: What should I do if the payment is not accepted?
A: Please make sure that you have entered the correct card number. Please note that we use a variety of fraud protection algorithms and programs to reduce the chance of fraudulent orders. If you are unable to process the order with your card, please contact us at [email protected].

Q: How can I change delivery address?
A: If for some reason you need to change the delivery address, please contact [email protected] with your order number, as well as the reason for the request. A company representative will be in touch to discuss your options.

Q: What are the delivery charges?
A: Delivery charges are included in the price of each product. 

Q: What are the terms and conditions?
A: You can see the terms and conditions here

Q: Are quantity discounts available?
A: No quantity discounts are available on our online ordering system. If you are looking for large quantities please contact us at [email protected]

Q: Can I cancel my order?
A: If you want to cancel your order, please do so as soon as possible. Please contact [email protected] to cancel.

Q: Do I have to order online?
A: If you are an existing dealer you can still order through your account manager. Please contact them directly.

Q: Do you have the product in stock?
A: All the products which are shown on our site are available, or in the cases where stock isn’t on hand the product will not be able to be purchased. Order lead time depends on the products and quantities.

Q: How to contact customer service?
A: If you have question regarding our online store (ordering, account questions, technical questions), please contact [email protected] 

Q: Can I return a product?
A: If you want to return a product, please contact us at [email protected]

Shipment & Currencies

Q: What currencies are available for use?
A: We currently support orders place in Canadian or US dollars. Please note that all orders shipping to Canada will be charged in Canadian dollars, with the appropriate tax applied. All orders shipped to the United States will be charged in US Dollars.

Q: Where do you ship to in the United States?
A: Please note we only ship to the 48 contiguous states as well as Alaska and Hawaii. We do not ship to American Samoa, U.S. Virgin Islands, Northern Mariana Islands, Guam or Puerto Rico

Q: Where do you ship to in Canada?
A: We ship to all Canadian provinces and territories.

Q: Security
A: Our web store is secured with an SSL certificate. Information provided by you is encrypted and it will not be available for third parties. We do not share or distribute your information with anyone, ever.

Delivery

Q: Can I track my order?
A: We will send you the tracking code of the shipment when the order has been sent. All orders are sent via UPS and require a signature to be received.

Q: What is the normal shipping time on orders?
A: Shipping times will be confirmed on the order confirmation document. All shipments are delivered by UPS and a tracking number will be provided to you at the time of shipment.