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Terms and Conditions

Terms & Conditions

By accessing this website and purchasing your HVAC item from OemHvacPartsCanada.ca, you are agreeing that you fully agree and understand what it is that OemHvacPartsCanada.ca is offering and by what means. You are also agreeing that you have read the Terms and Conditions of Use in its full context below before you purchase off of our site. OemHvacPartsCanada.ca is being transparent with our terms and conditions for you to fully understand in the context that has been provided below so that you, the buyer, have all the information that you need before making your decision to purchase the item from our website.

If you do not agree with any of these terms, YOU ARE PROHIBITED from using, accessing, and purchasing on our website.

You must fully understand that our terms and conditions are different from other online sellers of HVAC parts. This site is a specialty HVAC supply parts website. We are your HVAC Broker.

This is very important for you to understand that we may stock, pick up and ship out items differently than what you have experienced in the past when dealing with other online HVAC part websites.

By clicking the terms and condition checkbox upon check out you are agreeing that by purchasing off of our site you are also agreeing to our terms and conditions in the full context.

By agreeing to this, you understand that the interpretation of our terms and conditions is through the understanding, context and intention of OemHvacPrtsCanada.ca to be your HVAC Broker and not an HVAC warehouse. Your understanding of our business must align with this simple foundation. If you are at any point confused by what this standard is. I.e you do not understand what we mean by HVAC broker, then we ask that you contact us to clarify any confusion before you proceed with your order.

We would rather lose a customer than to have to deal with an upset one because they did not understand our terms and conditions after the fact.

Most of the problems that we deal with are centred around Returns or Cancellations. Our company is a small family-run business that is incapable to hold onto expensive parts, and therefore we don’t. We rely on Our HVAC distributors to hold onto their products. When an order is placed, we cut the PO and place the order with them.

Since we do not hold onto these products, we are essentially your HVAC broker. We are using your money to buy the part on your behalf, taking a fee from this transaction. This means that if a customer wants to do a return on a product, what you actually ask us to do is to buy the part from you.

Being your HVAC Broker means we are unable to do this.

We deal With HVAC distributors on your behalf, who will not sell to the general public.

Therefore certain terms and conditions should be established to protect us from having to absorb huge costs on HVAC parts that we don’t require

This is why we stress the importance of you being committed to the purchase that you are interested in purchasing.

HVAC distributors do not deal directly with the general public which means returns are almost impossible to approve. (Please read the Canalization Policy for more info)

in-stock: In-stock, means available or in-stock from our suppliers, and not physically with us. When we say suppliers we are referring to our “Distributors” as the source.

Remember we are your HVAC broker who buys the part on your behalf.

This means that the majority of the products listed on our website are not physically held by us but we can have the part ready for shipping within hours.

If you wish to know if an item is outright available, please contact us directly.

Also, the materials appearing on OemHvacPartsCanada.ca’s website could include technical and typographical Pricing as well as incorrect product numbers and video or photographic errors. If you suspect a listing error, please contact us before ordering and provide us with the model and the serial number of your HVAC unit.

HVAC product numbers often change and it can be very hard to track down products from part numbers if they have become obsolete.

All Orders Are Considered Special Orders

All orders are considered sold when the order has been placed and shipped from our supplier.

This site is a specialty site for HVAC parts. It is expected that either you or the HVAC tech that you hired knows what you are doing and what you are ordering. OemhvacPartsCanada.ca cannot be faulted for people who ordered a part off of our site who did not fully understand our site or their HVAC equipment.

People’s presuppositions can often lead them to think we are something that we are not.

Due to the complex nature of our supplier’s return policy with a general consensus to not sell to the general public, returns are difficult to authorize.  Therefore, we consider ALL items sold on this website special order items. It is the buyer's sole responsibility to ensure which part he or she needs before ordering the part from our site. Please do your diagnosis before ordering a part off of our site. Do not treat our site as a part swapping business. HVAC equipment is very expensive and requires knowledge of what you are attempting to do. If you do not know how to diagnose your faulty equipment, please find a qualified HVAC technician to do this for you. 

Also, please do not treat OemHvacPartsCanada as an emergency 24-hour HVAC supply company. If you are in a heating emergency, please contact a local HVAC contractor.

Shipping Policy

Items are shipped Monday throughFriday using Canada Post, FedEx and UPS (excluding holidays). We have a 9-10 A.M. cutoff time for most items. This is because we have to physically retrieve the items from our distributors. We use our mornings to pick up the previous day’s orders and spend early afternoon packaging and shipping these items out. It is very important for you to understand that we are not an HVAC distributor. OemHvacPartsCanada.ca uses HVAC distributors to purchase your parts. Non-popular items that are not stocked at our distributor warehouse may take up to 5-15 days to be shipped. For orders that require a time lead of 7-15 days, we will contact you ahead of time to see if you are in agreement with waiting.

If you do not respond to our email stating the time lead, we will assume that there is no problem and that we will go ahead and place the order. You will not be allowed to cancel the order at this stage even if the shipment takes longer than the ETA that has been provided.

Shipping providers

Our default courier is Canada Post. The majority of our items are shipped out with Canada Post. Please note that even if you have selected a shipping provider other than Canada Post, we may still send your item out with Canada post accidentally or due to other unforeseen situations.. It is regrettable but shipping errors do happen. If you are looking specifically to have your item shipped with a courier that is not Canada Post, we encourage you to contact us stating your selected shipping courier.

While it normally takes about 24-48 hours to ship most items, there are times where shipping may take quicker or longer.

Please note that we are unable to stop a shipment if the order has already been processed, packed and shipped.

If you have placed an order with us but wished to cancel it, you must do this before we process the order. Ones processed, cancellation fees may apply.

We can not stress the importance of knowing what you are ordering. (Please look at the terms on email communications for more clarity)

It is your responsibility to keep your shipping address updated. Should the package be returned to us as undelivered due to an error in the address, additional shipping costs will be collected to compensate for reshipping. If you choose to cancel the order at this stage, we will be required to charge you a percentage of what the product cost us plus any shipping fees that were charged. We will then refund you the remainder provided that the item is delivered back to us undamaged. A packaging fee may also be applied depending on how used the box has become from shipping. 

Canada Post Card Notification Missed

If you do not collect your item after Canada Post has sent you a card notification informing you where to pick it up and Canada Post re-sends it back to us, you will be responsible for all fees that are applied to us.

OemHvacPartsCanada.ca automatically provides the Tracking Number to our customers when their items are shipped. It is your responsibility to check the status of the package. If you do not receive a tracking number after your order has been shipped, please contact us.

In the event that your item is shipped back to us, you will then be required to repay the shipping fees for reshipping. If out of frustration you decided to cancel the order at this stage, you will be charged a percentage of what we had to pay for the item plus any other fees that we have been charged. We will also charge a 10% holding fee as we are now stuck with a part that we do not need. 

If the item is damaged or is lost upon return, we will not refund you any of the amounts stated.

If you receive your item and for some reason chose to resend back the item without our knowledge, we will apply the same policy of charging you for the cost of the product, plus 10% processing and holding fee. Shipping will not be refunded.

What You Need To Do When Your Order Arrives

Make sure that you inspect your item once it arrives for any shipping damages. If you accept the item into your care, then inform us that the item was damaged or incorrect after days/ weeks/ months have already passed, your claim will be denied based on the time restraints.

Inspect the item before installing it in your equipment. This includes motors and boards. Be sure that there are no signs of damage or tampering. For boards, if you notice any "F" markings on it, do not install it and inform us right away. If you go ahead and install items that have signs of "faults" on them, this may affect our ability to return the item.

 *Photos must be provided.

Venmar/VanEE motors

It is very important for you to make sure you are ordering the correct Venmar/VanEE Motor Assembly. OemHvacPartsCanada.ca is no longer able to do exchanges on the wrong Venmar/VanEE motor orders.

In most exchange cases what has happened has been:

  • Hardware kits end up being lost and these are extremely difficult to replace.

  • The original box including the packing and safety material is damaged, lost or forgotten upon return.

  • Customers don’t know how to repackage these motors for the return trip.

  • Boxes usually end up covered in shipping labels from the round trip. This stress on the packaging items usually leaves the boxes looking very beleaguered. It is very hard for us to resell motors in this condition. 

Therefore, after all these considerations, we have decided to no longer accept these motors back. Even for exchanges. It is regrettable but OemHvacPartsCanada.ca cannot absorb these costs any longer.

If you are not sure of what motor you need, please contact us.

If you’re selecting a 12908 motor, be sure that this is the correct one, as you could very well need a 17236 motor.

Damaged Items

If your item arrives damaged, you must inform us right away. If you do not inform us within 24 hours upon receipt of the item, this could affect our abilities to process a claim.

Please provide photos of the item including the packaging material. You must ship the original item back to us. A P.O. Box address will be provided to you when you contact us

You will not be allowed to cancel the order at this time.

Damage Claims With Canada Post

If your item arrives damaged, you must contact us right away. Please provide photos of items with the box and shipping material. Then, reship the item back to us first as we cannot make a claim without the item in our possession.

Canada Post has some of the strictest damage claims policy of all of the shipping providers we use. In almost all cases, they will contact you, before us. If you provide incorrect information to Canada Post by stating that we did not pack the item correctly, which we reject as false as all of our items are sent out with the utmost standard of packaging, Canada Post will deny the damage claim. If Canada Post does so, we too will deny the claim. We understand that this is frustrating, but in order for us to help you, we ask that customers be fully understanding and provide Canada Post with the most accredited information that reflects our abilities.

Requesting Information From Customers

It is your responsibility to provide us with correct information. Do not expect us to request further information about the part that you have ordered from us. While there may be cases where we will reach out to a customer to provide further information in order to ensure that the customer has ordered the correct part, this is NOT done on popular listings but only on older listings with outdated part numbers or when there may be a pricing issue.

While reaching out to a customer to inform a pricing error, we will, at the same time, ask for the furnace or AC’s model and serial number to check if what they are looking for is correct.

It is your responsibility to provide us with all pertinent model numbers, serial numbers, and additional information before you order a part from us by submitting it all on our contact page. This is the only way we can prevent incorrect orders.

Email And communication

OemHvacPartsCanada.ca is a family-run online HVAC company.

 As a small business, we do ask for our customers’ understanding. We do our best to respond to your email request. But since we are the ones who pick up, package and ship out all the items that are placed on our website, during busy seasons, emails may not be answered right away. If you do not receive an email message back within a day, please send us an email again.

It is very important that you are sure of the part you are ordering. Even if you send an email to cancel the order we may not have received this email. Remember mornings are usually the time when we will pick up the items. If we have already left to pick up your item and have psychically retrieved the item. There is nothing we are able to do at this stage in being able to cancel the order.. 

we are committed to sending it out to you. Do not assume that we can just easily return these parts back. We can’t! As we deal with HVAC distributors who do not sell to the General public. That is not our policy, that is the industry policy.

It is your responsibility to keep your address and email address up to date. If we tried to email you regarding pricing or other concerns and we received no response back, after two weeks of unanswered emails, we may cancel the order and we may apply a processing fee to your order. If we have not canceled the order and are still waiting to hear from you. And you finally contact us to wish to cancel the order. You will have a processing fee applied to your order. As outstanding orders are very annoying to deal with.  

Cancelling Your Order

If you want to cancel your order, please do so right away.

Most items are retrieved relatively quickly. Your order is placed with a supplier within minutes or hours after you place your order on our website. This even includes weekends in many cases.

Even if the order still shows "awaiting fulfillment", your order may have already been processed by a rep. Once we have placed the order with our suppliers and you wish to cancel the order, we will have to apply a processing fee to your order, as there has been cost generated with your order being placed. We don’t want to have to apply processing fees, but as a small company it is very time consuming dealing with cancellations, this takes time away from us in dealing with other customers who are committed to their purchase. Also, Cancelling orders in the HVAC industry is very unprofessional. This kind of reputation can lead to distributors refusing to sell to us. HVAC distributors expect a basic level of HVAC knowledge on our part. Therefore, we do require that customers have that same basic level of knowledge in knowing the parts they are ordering. If you are in doubt, please contact us first before ordering an item, or contact an HVAC Tech to help you in ordering the correct one.

If you wish to cancel your order after the item has been shipped out, you will not be allowed to do so. Regardless if you send us an email. We may not have actually read the email, especially in the mornings. If we have already picked up your item and shipped it out, you will not be allowed to cancel or return the item. In the event that you do return an item or refuse to collect it and the item has been sent back to us, we will charge you for the cost of the product that we paid for plus a 10% restocking and processing fee since we are not allowed to return that item back to our distributor. Also, Shipping will not be refunded. We will then refund you the remainder. If you do not agree with this, then you are prohibited from purchasing off of our site.

Refunds

If you have been granted a refund by our staff, please note that the refund could take anywhere from 1-14 days to be processed back. If you have not received your refund within this time frame, please contact us.

Incorrect Item Shipped

At OemHvacPartsCanada.ca, we make all attempts to send out the correct item. However, human error can occur. If you receive an incorrect item, it is imperative that you notify us immediately. From the moment the item is received, you will have 24 hours to check to ensure that you have received the correct item. Then, send us back the incorrect item and we will reimburse you on the shipping. However, after the 24-hour mark, you will be required to ship the item back to us at your own expense.

Depending on the item, we may require the item to be delivered back to us before we ship you out the correct replacement item as we will have to ensure that the item being sent back is in perfect order. If the incorrect item was damaged or lost when you sent it back, you will be responsible for the item.

If you choose to purchase the correct item from our competitors and want us to cancel the original order, fees will apply. The cost of the product paid by OemHvacPartsCanada.ca will not be reimbursed. This implies to incorrect items as well as OemHvacPartsCanada.ca has stated its commitment in resending you the correct part but that it was your choice to not wait for us to correct the error. 

Defective Parts And Warranties

It is extremely rare for an item to be defective upon arrival. As OemHvacPartsCanada.ca’s, our suppliers and the manufacturer are constantly inspecting and checking items to ensure that the product is in good working condition.

 If you are not a licensed HVAC tech, you are assuming all responsibility with your purchases.

There is simply no way we are able to tell if a person installing the equipment is installing it to the manufacturer's specification. Please understand that HVAC techs have years of training on how to install equipment to match manufacturer requirements.

It is extremely rare for HVAC equipment to be malfunctioning upon arrival. Manufacturers know this and this is why they demand, even from HVAC techs, a report to illustrate the defect and how the replacement part was installed.

The contractor and HVAC license are also needed in order to file out a warranty claim.

Please understand that OemHvacPartsCanada.ca is not the manufacturer. We have to work under the policy the manufacturer and supplier outlines for us. Warranty in the HVAC industry is not the same as in other industries. HVAC parts are more specialized and require more attention. It is also expected in the HVAC industry that the people who are installing the items are licensed individuals.

OemHvacPartsCanada.ca has provided these Terms and Conditions to properly inform you, the buyer. While we do treat our business as a business, we want you, our prospective customers, to be fully aware of what it is that we can and cannot offer. This is an attempt to make it clear to all, that OemHvacPartsCanada.ca is being completely upfront and honest with what we can and can not provide. If you have any other questions or concerns regarding these terms and conditions, please contact us before ordering.

 

Thank you for your understanding!