FAQ
Delivery & Shipping
Do you offer delivery across Canada?
Yes! We offer curbside delivery and white glove delivery across Alberta, and now nationwide using our in-cart curbside freight calculator.
Can I pick up my unit instead of delivery?
In some special cases, local pickup may be arranged. Please contact us by chat with more information about your request.
How quickly will my order ship?
Most curbside delivery orders ship within 1 business day, depending on availability and delivery location. Our team will provide you with estimated delivery timing and/or tracking numbers after your order is placed.
What’s the difference between curbside delivery and white glove delivery?
Curbside delivery brings the unit to your property for curbside delivery with a liftgate, but does not include unpacking, placement, or installation. White glove delivery includes unpacking, placement inside your location, and removal of packaging materials. White glove service is recommended for businesses without loading docks or those who need assistance placing the unit.
What should I do to prepare for delivery?
Please ensure doorways, hallways, and access points are measured and cleared to accommodate the dimensions of the unit. You must notify us of stairs or other obstacles prior to delivery and these may be subject to additional fees. Due to the nature of commercial refrigeration, returns are limited and subject to restocking fees. Please review measurements and specifications carefully before purchase.
Are casters shipped pre-installed?
Yes—casters are shipped pre-installed on most floor-standing units. Countertop units typically do not include casters.
What’s the difference between expedited and express shipping?
Expedited/express options are faster transit services that may appear at checkout. If you need delivery by a specific date, contact us and we’ll help.
How can I track my order/shipment?
We’ll email tracking details once your order ships. If you don’t see it, check your spam/junk folder or contact us with your order number.
How fast will my order ship?
Most orders ship within 1 business day, depending on stock availability.
How are shipping costs calculated?
Shipping is calculated live at checkout after you enter your delivery address.
What is curbside (tailgate) delivery?
Curbside delivery brings the unit to ground level only. Moving and installation inside is the customer’s responsibility.
What is white glove / inside delivery?
White Glove Delivery includes inside delivery and placement. Options and pricing are shown at checkout when available. In many cases, old-unit removal is included in the White Glove option (where offered).
Do you ship across Canada?
Yes—we ship nationwide across Canada. Shipping options and pricing are shown at checkout.
Can you remove/haul away my old unit?
In most cases, old-unit removal is included with White Glove Delivery (where available). The price shown for White Glove Delivery includes removal. If you don’t see that option at checkout, contact us and we’ll confirm availability.
How can I check the status of my order?
You’ll receive an order confirmation after checkout and tracking once your order ships. For white glove deliveries, we’ll contact you to coordinate scheduling.
Will I receive an order confirmation after placing my order?
Yes—an automatic confirmation email is sent after checkout. Please check your spam/junk folder if you don’t see it.
Warranty, Service & Support
What kind of warranty do the units come with?
The warranty on your unit depends on the brand you choose. Arctic Air products include a 1-year parts and labour warranty along with 5 years of coverage on the compressor part. You also have the option to upgrade to an extended warranty, which provides 2 years parts and service while maintaining 5 years of compressor part coverage.
For all other product lines, the standard warranty includes 1 year parts and service plus 6 years of coverage on the compressor part. An upgraded extended warranty is also available, increasing coverage to 2 years parts and service and 8 years on the compressor part.
What if I have an issue with my unit?
Please fill out a service ticket request and we will be in touch with you right away. We have many local technicians in Alberta and a Canada-wide network that our parent company has built over four decades.
How can I reach customer service?
We offer live chat support during business hours. Our chat system is backed by real product experts to help answer your questions quickly.
Do you service the equipment after purchase?
Yes. Our warranty includes parts & service coverage, and we have an extensive service network that allows us to handle repairs or warranty claims quickly and professionally.
When does the warranty start?
Warranty coverage starts on the ship date.
Are your technicians in-house or third-party?
We coordinate warranty support through our team and use a mix of in-house support and authorized service partners, depending on your location. We stay involved from start to finish—troubleshooting, arranging parts, booking service, and following up until the issue is resolved.
How quickly can a technician get on-site for repairs?
We aim to resolve issues within 24–48 hours whenever possible. Timelines vary by location and service availability.
How are warranty issues handled?
Contact us via chat (or request a callback) with your order number and model/serial number and we’ll open a ticket right away and coordinate service.
What warranty comes with my unit?
Warranty varies by product and is listed on the product page. Extended warranty options (when available) must be added at checkout.
Can I purchase an extended warranty after I order?
No—extended warranty (when available) must be added at checkout.
How can I contact support?
You can reach us via online chat. If needed, we can arrange a phone callback.
Can I receive a copy of this chat by email?
Yes—request a chat transcript and we can email it to you.
Returns, Damage & Order Issues
What happens if my unit arrives damaged?
In the rare event your unit arrives damaged, contact us immediately via live chat. If the unit has sustained minor damage and you are willing to accept a partial refund, please make sure to write “DAMAGED” on the delivery slip — this is essential for processing your freight claim. If the unit has sustained extensive damage, you may refuse it upon delivery and request a replacement. Either way, take lots of photos!
Can I return or exchange my unit after purchase?
Due to the nature of commercial refrigeration, returns are limited and subject to restocking fees. Please review measurements and specifications carefully before purchase. If you need help selecting the right unit, our team is available via live chat.
What is your return policy?
Returns are accepted within 30 days. A 25% restocking fee applies, plus outbound and return shipping costs. Please contact us for return authorization.
What should I do if my unit arrives damaged?
Inspect before signing. If there’s damage, take photos and mark “DAMAGED” on the delivery slip. For severe damage, you can refuse delivery and we’ll arrange a replacement.
Install, Electrical & Compliance
Do you install the equipment?
We do not offer installation services. Our white glove delivery service will bring the unit into your business and place it where you want it. Electrical hookups should be done by your licensed professional if required. Please let the equipment sit for 3-4 hours after delivery before plugging in.
Are your units NSF or ETL certified?
Yes, all our commercial refrigeration models meet North American commercial certification standards (NSF/ETL).
Do I need a special electrical connection for my unit?
Most of our commercial models run on standard 110V outlets unless otherwise specified. Some larger units may require 220V service. However, all models run on single phase power and require a dedicated circuit. Please refer to the technical specifications listed on each product page.
Do listed dimensions (e.g., height) include casters or other pre-installed components?
Yes—listed dimensions generally include casters when they are part of the unit configuration. Check the spec sheet if clearance is critical.
Product Specs & Features
Are these models suitable for commercial kitchens and restaurants?
Yes. All our equipment is commercial-grade, designed for continuous use in restaurants, grocery stores, cafes, convenience stores, and other foodservice operations.
Are these units energy efficient?
Yes. Our units are designed for energy efficiency while maintaining consistent temperature control to help reduce your long-term operating costs.
Can the doors/hinges be configured to open on either side?
Hinge orientation is model-specific. Unless noted on the product page, hinges are not reversible. If you need a left-hinge unit, search for “left hinge” options.
Can the casters be removed?
In most cases, yes—casters can be removed if needed. Removing casters typically reduces the unit’s overall height by about 3–5 inches (varies by model). Please ensure the unit is properly leveled after removal.
Do all products come with casters?
Yes—virtually all floor-standing units include casters pre-installed. Countertop units typically do not.
Does the unit include an auto-defrost feature?
All freezers are equipped with auto-defrost. Many refrigerators/coolers use off-cycle/air defrost. Check the product specs for details.
Does the unit include a built-in lock?
Yes—most models come equipped with a lock. Please check the product specifications to confirm for your model.
Do the sections/doors have individual temperature controls?
Some multi-zone models have separate temperature controls. Please check the product specifications to confirm.
Do open coolers come with a night curtain?
Yes—open case merchandisers include a night curtain. Please refer to the product page for included accessories.
How is condensate/drain water handled in freezers and coolers?
All self-contained units collect condensate in an internal pan and evaporate it automatically during operation. In some cases, wicking material may be used to speed evaporation.
How many shelves are included?
Shelf quantity varies by model. Many upright units include 4 adjustable shelves per door, and most undercounters and prep tables include around 1 per door—please confirm in the product specs.
Payments, Financing & Pickup
Can I finance my purchase?
Yes, we offer financing options through Econolease to help fit your budget. Select this option at checkout.
What payment methods do you accept?
We accept all major credit cards, Interac e-transfers, and offer financing options. Explore your payment options at checkout, and feel free to chat with us to find the best solution for your business.
Can I pick up my order?
Pickup is generally not offered. In limited cases it may be approved depending on stock location and a fee will apply.