Frequently asked questions
How buying from Norpex works, in short answers. Each section links to the page that carries the full policy.
Buying online and payment
Can I buy commercial kitchen equipment online from Norpex?
- Some in-stock items can be bought online by card, with shipping calculated at checkout. Each product page says whether it can be bought online or goes to a quote. Everything else is priced by a person on a quote, with freight included.
How do I pay for an order?
- Items that can be bought online are paid by card at checkout. For anything priced on a quote, confirm payment details with Norpex when the quote comes back. Call (226) 336-9954 or email [email protected], Mon–Fri 8am–6pm ET.
Does the cart total include shipping and tax?
- No. The items total does not include shipping or tax. For items that can be bought online, shipping is calculated at checkout from live carrier rates for the delivery address and confirmed before payment. Some products ship free: their product page says so, and checkout applies it automatically. There is no flat-rate offer.
Can I send my cart as a quote request instead of paying by card?
- Yes. The cart can be sent as a quote: it arrives as the equipment list, a person prices it with freight to your door, and the itemised quote comes back within one business day.
Can I speak to someone before I order?
- Yes. Questions about a model, your site's voltage or gas supply, or delivery can be answered by phone or email before you order. Call (226) 336-9954 or email [email protected], Mon–Fri 8am–6pm ET.
Related pages:Shipping & deliveryRequest a quoteContact
Price match
Do you price match?
- Yes. If another Canadian store sells the same item new and in stock for less, delivered to your postal code, send it to us before you buy at norpex.ca/price-match and we'll match their delivered price. Marketplaces, clearance and used items don't qualify, and a matched price is paid by Interac e-Transfer or bank deposit.
Which prices qualify for a price match?
- A Canadian store's price for the same brand, model and configuration, new and in stock, compared as a delivered price: their item price plus their shipping to your postal code, against ours to the same postal code. Marketplaces, auctions, clearance, used, open-box and demo items, coupon codes and member-only prices don't qualify, and we don't go below our cost or a manufacturer's minimum advertised price.
How do I pay a matched price?
- By Interac e-Transfer or bank deposit. Once a person approves the match, we email a payment link at the matched price, good for 7 days. Ask before you buy: orders already placed are not adjusted.
Related pages:Price match
Quotes and project pricing
What kind of orders need a quote?
- Large equipment, configured machines and anything that cannot be bought online are priced by a person on a quote, with freight included. Quotes come back within one business day.
How quickly does a quote come back?
- Within one business day. You get a reference number as soon as the request is sent, and a person replies with itemised pricing, freight included.
Does a quote include freight?
- Yes. A Norpex quote is itemised pricing with freight to your door included. If you need a liftgate, a delivery appointment or inside delivery, say so in the request, because those are arranged with Norpex before paying.
Can I get one price for a whole restaurant kitchen?
- For a full kitchen, send the equipment list or a floor plan through the project quote form and Norpex prices the whole list, freight included. Each line of a pasted list is matched to the catalogue, a floor plan or spec sheet can be attached, and a 3D layout can be requested with the quote.
What should I include in a quote request?
- Model numbers where you have them, quantities, and site details such as voltage, gas type and door swing. Norpex confirms stock, lead times and site requirements with the distributor, and all sales are final, so those details matter.
Can I ask for a quote by phone or email?
- Yes. Call (226) 336-9954 or email [email protected], Mon–Fri 8am–6pm ET. The online form at /quote gives you a reference number straight away.
Related pages:Request a quoteProject quote
Shipping and delivery
Does Norpex ship across Canada?
- Norpex ships to delivery addresses across Canada. Equipment ships from distributor warehouses, so dispatch timing depends on the supplier and the destination.
How much is shipping on an order?
- For items that can be bought online, shipping is calculated at checkout from live carrier rates for the delivery address and confirmed before payment. Some products ship free: their product page says so, and checkout applies it automatically. There is no flat-rate offer. For equipment priced on a quote, freight is included in the quote.
How is heavy equipment delivered?
- Ranges, refrigeration and other heavy equipment ship by freight carrier. A liftgate, a delivery appointment or inside delivery needs to be arranged with Norpex before paying.
What should I do when a freight delivery arrives?
- Inspect every freight delivery before signing, note any damage on the delivery receipt and call Norpex the same day. Damage claims are opened by email with the order number and photos.
How long does delivery take?
- In-stock items are prepared and handed to the carrier within 1–3 business days of payment. Special-order items show their own lead time. Delivery takes 7–10 business days after it ships. Both are estimates, not guarantees: freight bookings, special-order items, remote addresses, weather and carrier delays can add time. If your order is running late, we will email you.
Can I pick up my order instead of having it shipped?
- No. Norpex has no pickup counter. Orders ship from distributor warehouses to the delivery address you provide.
Related pages:Shipping & delivery
Returns
Can I return or exchange an item?
- All sales at Norpex are final: commercial equipment, smallwares, tabletop and supplies cannot be returned or exchanged. Damaged, missing or wrong items are made right when reported on time.
Is commercial equipment returnable?
- Commercial equipment is final sale with no returns or exchanges, so confirm voltage, phase, gas type and door swing before ordering.
What if I receive the wrong item?
- There are no returns. When Norpex ships a wrong item, Norpex arranges the pickup and sends the right one at its own cost.
What if my order arrives damaged or something is missing?
- Freight damage, missing pieces or a wrong item must be noted on the delivery receipt and reported to [email protected] with photos within 24 hours of delivery.
Can I cancel an order?
- An order can be cancelled free of charge within 24 hours of payment if it has not shipped and holds no special-order item; after that it cannot be cancelled.
How long does a refund take?
- A cancellation or an approved damage or wrong-item claim is refunded to the original payment method within 5 business days.
How do I report a problem with my order?
- To report damage, a missing or wrong item, or to cancel, email [email protected] with the order number (and photos for damage). Norpex replies within one business day.
What if my order arrives damaged?
- To report damage, a missing or wrong item, or to cancel, email [email protected] with the order number (and photos for damage). Norpex replies within one business day. If it came by freight, also note the damage on the delivery receipt before signing and call Norpex the same day.
Related pages:ReturnsShipping & delivery
Warranty and service
Does equipment from Norpex come with a warranty?
- Warranty terms are set by each manufacturer and vary by product line. Warranty claims are handled directly with the manufacturer's authorized service network for your product.
Who carries out warranty repairs?
- The manufacturer's authorized service network, not Norpex staff. Once a claim is open, the manufacturer usually sends an authorized technician to your site or, for a parts-only claim, ships the part to you or your technician. How service is arranged varies by manufacturer and product.
What does a commercial equipment warranty usually not cover?
- Commercial warranties commonly exclude misuse, wear items (often door gaskets, bulbs, knobs, casters and blades), damage from improper installation or an improper electrical supply, water damage from floods or leaks, cosmetic damage after delivery and use in a residential setting. Improper installation, such as the wrong voltage, missed plumbing requirements or too little ventilation and airflow clearance, is a common reason for a denied claim. Terms vary, so read the manufacturer's warranty for your model.
Is a commercial warranty valid if the equipment is installed at home?
- Most commercial equipment warranties are void if the unit is installed in a residential setting. Check the manufacturer's warranty terms before putting commercial equipment in a home kitchen.
What is the difference between parts and labour coverage?
- A parts-and-labour warranty covers replacement parts and the technician's time. A parts-only warranty covers the parts, and you or your service contract pay the technician. Labour coverage often has limits, such as regular business hours or a maximum travel distance. Commercial warranties often set parts and labour periods separately, so check both on the product's warranty terms.
How do I find an authorized service company near me?
- Call (226) 336-9954 or email [email protected], Mon–Fri 8am–6pm ET. Send the postal code and the brands you own and Norpex will help you find the authorized service companies that cover your area.
Related pages:Contact
Used equipment marketplace
Does Norpex sell used restaurant equipment?
- The Norpex storefront sells new equipment. Used equipment is sold separately in the Norpex marketplace, including rent-to-own units through Econolease. The marketplace has its own policies for buying, selling, payment and disputes, separate from the storefront's shipping, returns and warranty pages.
Does used equipment from the marketplace come with a warranty?
- Only when the seller states one in writing on the listing; otherwise the equipment is sold as-is. A seller's warranty is the seller's own obligation, not Norpex's. On an order paid through Norpex, an as-is listing is still covered by buyer protection if it misrepresents the item.
Can I contact a marketplace seller directly?
- No. Buyers and sellers talk through Norpex messages only. A message that shares a phone number, an email address, a social or messaging-app contact, a link, or an offer to pay outside Norpex is blocked automatically and recorded against the sender. Once an order is paid, the order page shows each side the pickup or delivery contact they need.
What if a marketplace order does not arrive or is not as described?
- For an order paid through Norpex, use "Report a problem" on the order page within 3 business days of delivery and include photos. Norpex reviews every report, may ask for the item to be sent back, and refunds from the held payment where a refund is owed.
Can I pay a marketplace seller by e-transfer or cash?
- No. Paying, or asking to pay, outside Norpex by e-transfer, cash, cheque, wire, PayPal or anything similar is not allowed, and a message that asks for it is blocked and recorded against the sender.
How do I become a seller on the Norpex marketplace?
- Selling on the Norpex marketplace is by invitation for now. Send your equipment list at /marketplace/sell/consign and a Norpex specialist replies within one business day; when listing it yourself suits the equipment, Norpex sends you an invitation to apply. Norpex reviews every seller before their first listing goes live.
Related pages:MarketplaceMarketplace policiesBuyer protectionFees and payouts
About Norpex
Does Norpex have a showroom or pickup location?
- No. Norpex is a fully online Canadian supplier of new commercial kitchen equipment and restaurant supplies, based in Waterloo, Ontario. There is no showroom or pickup counter; orders and quotes are handled online, by email and by phone.
Where is Norpex based?
- Norpex is a Canadian supplier based in Waterloo, Ontario, and ships to delivery addresses across Canada.
How do I contact Norpex?
- Call (226) 336-9954 or email [email protected], Mon–Fri 8am–6pm ET. The contact form and the quote form take written questions and requests at any time.
What are Norpex's business hours?
- Phone and email are answered Mon–Fri 8am–6pm ET. Quote requests can be sent online at any time, and quotes come back within one business day.
Related pages:ContactShipping & delivery
Questions about the equipment itself? Browse equipment answers or the buying guides.