ORDER |  |
How to place an order on our website
• Click here to create your account.
• If you are a Professional, contact us by email at info@erp.ca or by phone 1-800-361-3537
• If you are a Professional, contact us by email at info@erp.ca or by phone 1-800-361-3537
How Do I Know If My Order Has Been Successfully Processed?
As soon as your order is confirmed, you will receive an email confirming that your order has been successfully registered. A payment authorization will also be processed on your bank account.
Can I Make a Purchase Without Creating an Account?
No, you need to create an account to place orders. This will allow you to access your invoices or place future orders more easily.
Can I Order Without a Credit Card?
Unfortunately, we only accept credit card payments on our website. If you are a professional, please contact our customer service.
Can I Modify or Cancel My Order After It Has Been Confirmed?
Yes, but only if the order has not already been prepared and is ready to be shipped. Please contact our customer service as soon as possible.
PAYMENT | |
What Payment Methods Are Accepted?
We accept payments via Mastercard and Visa.
Is Payment on our Website Secure?
Our website is secured using an SSL certificate.
When Will My Card Be Charged?
A payment authorization for the total amount of your order will be processed as soon as your order is confirmed. Your credit card will be charged when your order is ready to be shipped.
Why Is My Credit Card Payment Not Working?
Several situations could prevent your credit card from being authorized. While we do not have access to this information, here are some examples:
• Insufficient funds on your card or a pending transaction.
• Your address does not match the one associated with your credit card.
• You are using a prepaid credit card linked to an invalid postal code.
• Your card has expired.
If your credit card details are correct and you have sufficient funds available, we recommend contacting your financial institution and then our customer service team.
• Insufficient funds on your card or a pending transaction.
• Your address does not match the one associated with your credit card.
• You are using a prepaid credit card linked to an invalid postal code.
• Your card has expired.
If your credit card details are correct and you have sufficient funds available, we recommend contacting your financial institution and then our customer service team.
DELIVERY | |
What Are the Delivery Times?
Delivery times vary depending on your location. Typically, we ship orders within 1 to 2 business days. If any items you ordered are out of stock, an automatic email will be sent to notify you of the expected restocking date.
What Are the Delivery Fees?
Delivery fees are automatically calculated in your order summary once you enter your postal code. For more details, click here.
Do we Deliver Internationally?
No, we deliver across Canada but not to other countries.
CUSTOMER ACCOUNTS | |
How Do I Create an Account on Your Website?
Click here and fill out the information in the “New Customer” form, then confirm by clicking the red “Create Account” button.
I Forgot My Password. How Do I Reset It?
Click here and enter your email address. An email will be sent to you to reset your password..
How Do I Update My Personal Information?
Log in to your account here. In the left-hand menu, click on “Settings.” You will have access to your personal information and can make changes.
RETURNS & EXCHANGES | |
How Do I Return a Product?
Before returning a product, it is essential to contact our customer service team to obtain a Return Merchandise Authorization (RMA). For more details, please refer to our Returns and Exchanges page.
What Is the Timeframe for Returning a Product?
We accept product returns up to 45 days after receiving the product. However, specific rules apply depending on the type of product..
Can I Exchange a Product If I’m Not Satisfied?
Yes, ERP Group aims to satisfy all its customers. Please refer to our Returns and Exchanges section.
Who Pays for Return Shipping?
Depending on the product and if you are within a maximum of 10 days, ERP Group will cover the return shipping costs. Please refer to our Returns and Exchanges section.
What Should I Do If My Product Is Defective or Damaged Upon Receipt?
Contact us by email at info@erp.ca or call our Customer Service team at 1-800-361-3537 ext. 204 to obtain a return authorization on the day you receive your order. Please provide the following information: order number, photos, and an explanation of the issue.
PRODUCT QUESTIONS | |
How Do I Know If a Product Is in Stock?
Our website provides real-time stock information. On the product page, you will find this information below the price.
Can I Reserve an Out-of-Stock Product?
Yes, you can order a product that is out of stock. Add it to your cart, and our team will notify you of the expected restocking timeline.
How Can I Get More Information About a Product?
Each of our products has a description, supporting documents, and even explanatory videos.
PRICING | |
Are Your Prices in Canadian Dollars?
Yes, all prices on our website are displayed in Canadian dollars.
Are Taxes Applied to My Order?
Yes, the taxes applicable in your province will be added to your order directly in your shopping cart.
