Frequently Asked Questions
Catalogs and Technical Information Documents
I am not sure what hose or fittings I need. Can you help me?
We definitely can. Email us as much information as possible on your application and we will be happy to guide you. We will find the best solution for you as quickly as possible.
I cannot find the same product that I usually buy from a competitor. Do you have an equivalent?
Send us a datasheet or as much information as possible and we will help you find an equivalent product. Email us now and we will find the perfect fit for your needs.
How can I get a quote?
The easiest and fastest way to get a quote is to check our prices in the Shop. You can also add items to your Shortlist. Once you selected all items, you can email your Shortlist to anyone. If you are looking for large quantities or for anything special, email us and we will send you a quote asap.
I emailed you two days ago and did not receive an answer, is that normal?
We take great pride in serving our customers the same way that we like to be served. We always try to answer email requests within 24 hours, from Monday to Friday. If you have been waiting longer than that, please check your spam folder. Otherwise, your email probably got lost. Please send it again and we will process it as a rush.
I have found a better price, can you beat it?
We will definitely try. Email us a recent quote or invoice and we will do everything possible to beat that price.
I have large quantities to order, can you offer me a better price?
We are always happy to work with our customers on large orders. Please, contact us and we will work something out.
What shipping method can I use?
We are all about flexibility. You can either choose your favourite carrier and provide us your account number, or let us take care of shipping. You will see the shipping costs when you enter the destination location in the cart or checkout.
Sometimes our shipping estimator is not as accurate as we would like it to be. If the transport costs seem too high, you can order online and we’ll refund the difference once the transport is complete, or feel free to contact us, and we will get a more precise quote.
From where will my order be shipped?
Whenever possible, orders are shipped from the closest warehouse (Montreal, Toronto or Edmonton) to your location to reduce shipping costs.
How can I track my order?
When available we use carrier email alert systems to keep our customers updated with their shipment. If not, please contact us and we will track it for you.
What is your usual lead time?
Items are almost always stock in one of the warehouses. Usually, orders are shipped within two days, or in peak busy periods, it can take a two days longer. In some cases, stock has to be transferred from one warehouse to another, making the lead time approximately one week. We are always happy to give our customers this information.
Can I pick up my order somewhere?
Yes, pick ups are possible in almost all cases at one of our partners’ warehouses. Should you wish to pick up your order, select “Customer Transport” at checkout, and identify where you would like to pick it up (Montreal, Toronto, or Edmonton) in the notes section of checkout page. The warehouses are close to the airport in all three cities
We will send you directions and a time at which it will be available following confirmation of the order. Should you already have the address, please wait for a confirmation of when the order will be ready before making the commute.
Do you ship outside Canada?
While Canada is our main market, we are happy to see what we can do to serve American customers. Please contact us to find out more.
Payment and Returns Information
How can I pay for my orders?
We accept different payment methods. You can either pay directly through our secure website or by direct bank transfer. We even accept Interac transfers sent to firstname.lastname@example.org. Please note that your order will be shipped once payment is received.
Why can't I checkout?
We require a $75 minimum to process an order. If the checkout page, is not loading properly, it is likely that you have not reached the minimum.
Why do you have a $75 minimum?
We require a $75 minimum to process an order because we ship directly from our wholesalers that have minimum orders. If you are having trouble reaching the minimum, please consider a second length of hose, or some fittings that might be of use. We apologize for the inconvenience.
I did not receive my invoice, what can I do?
Invoices are always sent to the buyer email address. If you did not receive it, please check your spam folder. If you still do not find it, contact us and we will make sure you get it.
Do you accept returns?
We accept returns on standard products that have not been used. Always contact us to get a return merchandise authorization (RMA) before sending the product. Shipping costs for returns are at the customer’s expense and a 20% restocking fee will be applied. In most cases returns cannot be processed for special orders or non-standard lengths. See our Terms of Sales for more information.
What are your payment terms?
All order must be paid before shipping. Repeat customers may apply to open an account. Email us to have more information. If approved, you will be able to pay net 30 days.