INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

Shipping and Delivery FAQs

Do you offer expedited shipping?

Yes, expedited shipping is our default option where available. If expedited shipping is not available in your region, we will ship your order using standard shipping.

What are the estimated delivery times?
Expedited Shipping: 1-3 business days, Standard Shipping: 2-3 business days
 
Please note that delivery times may vary based on your location and other factors such as weather conditions and border crossing.
How much does shipping cost?

We offer free shipping on all orders with no minimum purchase required.

Can I ship to a P.O. Box?

No, we do not ship to P.O. boxes. Please provide a physical address during checkout to avoid delays or cancellations.

What happens if my package is lost or stolen?

If your shipment is lost or stolen, please contact us within 48 hours of the expected delivery date. We will work with the carrier to locate your package or provide a replacement at no additional cost to you.

Do you ship on weekends or holidays?

Orders are processed and shipped during regular business days (Monday to Friday). Orders placed on weekends or holidays will be processed the next business day.

Can I change my shipping address after placing an order?

If you need to change your shipping address after placing an order, please contact us immediately at info@newagecanada.com. If the order has not yet been shipped, we will do our best to accommodate the change. If the order has already been shipped, we may not be able to reroute the package.

How can I track my order?

Once your order is shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order through the link provided in the email or by visiting our "Track Order" page on our website.

Do you offer international shipping?

Unfortunately, we do not offer shipping to other international destinations at this time.

Where are your products shipped from?

All our products are shipped from Ontario, Canada. This ensures that your order is handled with care and delivered promptly to your location.

Why is my tracking number invalid?

Please note that tracking numbers may not be valid until the carrier scans the package and the information.

Do you offer bulk shipping options for large orders?

Yes, we provide bulk shipping solutions tailored to large orders. Our logistics team will work with you to determine the most efficient and cost-effective shipping method.

Can you accommodate scheduled deliveries for project timelines?

Certainly. We can coordinate deliveries to align with your project schedules. Please provide your preferred delivery dates when placing your order.

Returns and Refunds FAQs

What is your return policy?
We offer a 30-day return window for most products. To be eligible, items must be unused, in their original condition, and in original packaging.
 
Please note the following items are not eligible for return:
 
Custom or special-order products
 
Personal protective equipment (PPE)
 
Battery-powered devices such as smoke and carbon monoxide alarms
 
Opened filters, respirator cartridges, or air quality components
 
For full details or to request a return, please visit our Return Policy.
How do I initiate a return?

To start a return, please complete our Return Request Form with your order details. Once submitted, our team will review the request and contact you with next steps. All returns must be authorized before being shipped back.

Are there any fees for returing a product?
For most returns, the only fee is the cost of shipping the item back to us. We can provide a return label for convenience, typically at a flat rate of $10, which will be deducted from your refund.
 
Some returns may be subject to a restocking fee, especially for special-order items or if the return request is made after the 30-day window. Full details will be provided during the return authorization process.
How long does it take to process a refund?

Refunds are typically processed within 7 business days after we receive and inspect the returned product. You will receive an email confirmation once your refund has been processed.

Can I exchange a product?

We do not offer direct exchanges. If you need a different product or size, please return the original item for a refund and place a new order for the desired product.

What should I do if I haven't received my refund?

If you haven’t received your refund after 7 business days, please check your bank account, contact your credit card company, or reach out to us at info@newagecanada.com for assistance.

Are sale items eligible for returns?

Yes, sale items are eligible for return under the same terms as regularly priced items, provided they meet our return criteria.

Ordering and Payment FAQs

How do I place an order?
Placing an order is easy! Simply browse our website, select the products you want to purchase, and add them to your cart. Once you're ready, proceed to checkout to complete your order. If further assistance is need give us a call! +1-(888)-203-7377
Can I cancel or modify my order after it's been placed?

Orders are processed quickly, so modifications or cancellations may not be possible once an order is placed. If you need to make changes, contact us immediately at info@newagecanada.com, and we will do our best to assist you.

How will I know if my order was successful?

After placing your order, you will receive a confirmation email with your order details. If you do not receive this email within a few minutes of placing your order, please check your spam folder or contact us at info@newagecanada.com.

What should I do if I encounter a payment issue?

If you encounter any issues during payment, please check your payment details and try again. If the problem persists, contact your bank or credit card provider for assistance. You can also reach out to our customer service team for help.

Do you provide invoices and credit notes for orders?

Yes, we provide invoices and credit notes for all orders. You will receive an invoice via email when your order is shipped, and a credit note will be issued if applicable. If you need a printed invoice or have any questions about your invoice or credit note, please contact us at info@newagecanada.com.

How is tax calculated on my order?
Taxes are applied based on the province or territory to which the goods are shipped. The applicable tax rates include:
 
Alberta, Yukon, Northwest Territories, Nunavut: 5% Goods and Services Tax (GST)
 
Ontario: 13% Harmonized Sales Tax (HST)
 
New Brunswick, Nova Scotia, Newfoundland and Labrador, Prince Edward Island: 15% HST
 
British Columbia: 7% Provincial Sales Tax (PST) and 5% GST
 
Saskatchewan: 6% PST and 5% GST
 
Manitoba: 7% Retail Sales Tax (RST) and 5% GST
 
Quebec: 9.975% Quebec Sales Tax (QST) and 5% GST
 
The tax is calculated on the total selling price of each individual item. Factors such as shipping, handling, discounts, and promotions may also influence the final tax amount. Please note that the "Estimated Tax" displayed at checkout may differ from the actual tax calculated when your order ships.
 
Tax Exempt Customers:
If you are tax exempt, please submit your valid resale or exemption certificate either before placing your order or immediately after. You can email your documentation to info@newagecanada.com, and we will apply the appropriate exemption as soon as possible.
Can I place orders using a purchase order (PO)?
Absolutely. We accept purchase orders from business accounts. To place an order using a PO, please include your PO number in the order notes at checkout and email a copy to info@newagecanada.com. Our team will confirm and process it accordingly.

Product Information FAQs

How can I find the right product for my needs?

Our website provides detailed product descriptions, and specifications to help you make an informed decision. If you need further assistance, our customer service team is available to answer any questions you may have.

Do your products come with instructions?

Yes, all our products come with detailed instructions for installation and use. If you have any questions or need additional support, please contact our customer service team at info@newagecanada.com.

Can I request a sample before purchasing?

We do not offer free samples, but we encourage you to take advantage of our detailed product descriptions to help make your decision. Additionally, our return policy allows you to return products if they do not meet your expectations.

Other FAQs

What payment methods do you accept?

We accept a variety of payment methods, including Visa, MasterCard, American Express, JCB, UnionPay, Discover, Google Pay, and Apple Pay (available on select products). All transactions are processed securely in Canadian Dollars (CAD).

What should I do if I receive a damaged or defective product?

If you receive a damaged or defective product, please contact our customer service team at info@newagecanada.com within 48 hours of receiving your order. Provide your order number and photos of the damage or defect, and we will assist you with a replacement or credit.

What are your customer service hours?
Our customer service team is available during the following hours:
 
Monday to Friday: 9:30 AM to 6:30 PM EST
Weekends: 11:00 AM to 5:00 PM EST
You can reach us via email at info@newagecanada.com for assistance. For inquiries outside of our regular business hours, please contact us via email, and we will reply as soon as possible. Please note that online orders are accepted 24/7.
Do you offer any discounts or promotions?

We occasionally offer discounts and promotions to our customers. To stay informed, check our website regularly for any ongoing deals.

Is my personal information safe when shopping on your website?

Yes, we take your privacy and security very seriously. Our website uses SSL encryption to protect your personal information during transactions, and we comply with industry standards for data protection.

How can I reset my password?

You can reset your password by clicking "Edit Password" under "My Account." If you've forgotten your password and cannot log in, simply click "Forgot Your Password" on the login page, and follow the instructions to reset it.

Why can't I log in to my account?

Please check whether the account and password are correct. If you’re still having trouble logging in, please contact our Customer Service Team for further assistance.