How can we be of service?
Store & Warehouse
Mon - Fri: 8am - 5pm MST
Sat: 8am - 12pm MST
Local & Int: Fax 250-489-4000
CDN & USA: Fax 1-866-489-4004
Use this form to get your answers…
Frequently Asked Questions
Are you really located in Canada?
We are located in Canada... for more than 30 Years Now And Counting.
Your full question may actually be, "Are You A Drop Shipping, Forwarding Website 'Pretending To Be Canadian?'"
We are a 100% Canadian Founded, Owned and Family run business with decades of experience stretching back to before the internet even existed.
Our Back Office and Warehousing operations are actual physical locations staffed by top quality Water Technicians that are hands on with these products every day when working in the field.
In 2003 we launched our website, making us one of the most experienced and established online water equipment providers in Canada.
Read More About Our History Since 1989.
How soon do orders get shipped and how long does it take to receive them?
Orders normally ship within 1 - 3 business days and often the same day unless otherwise stated at the time of purchase.
When you use the “Shipping Estimator” located in the “View Cart” area you can see all of the different shipping services and their estimated delivery times.
How much does it cost to ship these items?
Find your shipping estimate quickly and easily by simply using the “add to cart” button and then press the “View Cart” button.
From there you can adjust the quantities of your items and enter your zip or postal code to see instant shipping rates and delivery times.
If you need a quotation on something large or items not found on the cart, simply let us know which items, their quantities and your postal/zip code and we will email back with your shipping rates.
Do you carry items not listed on your site?
Yes. As a full service company, including a warehouse and retail store we carry many hundreds of items that are not yet on our website and even more items are available from our manufacturers.
Parts for older systems, specialty fittings, medical grade filters, specific pump models, specialty media filters… all of these are available for ordering through email or by calling our office.
I’m not 100% sure which products fit my system, can you help?
Sure, tell us as much as you know about your system. Brand and model numbers help, their part numbers etc… you can also send us a picture and up load it using our contact form.
If there are specific things you need to remove from your water such as fluoride or sulphur be sure to mention that as well.
What is the tracking number for my order?
Tracking numbers can be found in your account area, simply login to your account from the home page of our site (if you created one when you ordered). We place your tracking number there as soon as your order ships.
We also would have sent you a tracking number and shipping notification when your order shipped, so check your email account. If you don't see it, be sure to have a look in your junk folder as it may have been filtered out by the settings used by your e-mail service provider or software.
What is the Reward Points program all about?
Our Rewards Program is a fantastic way to show our appreciation to you. It is a straight up honest way for you to save some real dollars.
Most free shipping sites are a con job, with extra costs hidden here and there to pay for it.
We prefer an everyday low price strategy and reward our customers for their loyalty. It's free, it's easy, come on in...
My order didn't have any reward points?
When you start a Rewards Account, you will receive points that accumulate for qualified items and can be applied to future orders.
They spend just like cash, never expire and you can view your balance at any time when you log in to your account.
If you intended to start an account when you purchased online, please contact us by email within 48hrs and we will set one up for you. (please do not request an account by phone, as the contact form method will go directly to our online services manager for prompt attention)
Warranties / Returns
How long do we have from the date of purchase to return an item?
All returns must be received within 30 days of the original purchase.
What is an RGA?
RGA stands for Return Goods Authorization, and is a practical way for us to assess and categorize a return.
An RGA number will be issued to you when your request has been approved. This number should be inside the returning parcel and also on the outside of the box.
Returns without this number and authorization will not be considered for refund or replacement.
Do warranties cover labour for repair?
Most warranties are for parts though some may cover repair or replacement.
Can I add items to my order?
If it hasn’t left the building we would be happy to add anything you’d like.
Just enter your Order ID # into our contact form or email us with your additions.
My address is wrong can you change it?
If the items are still here we sure can.
If the parcel has already been processed or shipped we will not be able to change its destination and will have to wait for its return.
Just wanted to say thank you - the ballast arrived yesterday & is up & running - nice buying experience."