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 hello@norpex.ca, 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. There is no automatic free-shipping or 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 hello@norpex.ca, Mon–Fri 8am–6pm ET.
Related pages:Shipping & deliveryRequest a quoteContact
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 special-order equipment is not returnable once delivered in good condition, so those details matter.
Can I ask for a quote by phone or email?
- Yes. Call (226) 336-9954 or email hello@norpex.ca, 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. There is no automatic free-shipping or 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?
- It depends on the product and where it is going. Equipment ships from distributor warehouses, so lead times depend on supplier availability, the destination and the delivery service. Contact Norpex to confirm the expected dispatch and delivery window before you order.
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
What is the return policy for smallwares and supplies?
- Smallwares, tabletop and supplies can be returned within 30 days, unused and in original packaging, for a full refund. Opened case goods such as disposables and chemicals cannot be returned once the case seal is broken.
Can I return commercial equipment?
- Special-order and freight equipment is not returnable once it has been delivered in good condition, so confirm voltage, gas type and door swing before ordering.
Who pays for return shipping?
- Return shipping is paid by Norpex when the mistake is Norpex's, and by the customer otherwise.
How do I start a return?
- To start a return or a damage claim, email hello@norpex.ca with the order number (and photos for damage). Norpex replies within one business day.
What if my order arrives damaged?
- To start a return or a damage claim, email hello@norpex.ca 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?
- New equipment sold by Norpex carries the manufacturer's warranty, passed through in full. Terms vary by manufacturer and product line.
How do I make a warranty claim?
- Warranty claims go through Norpex: send the model number, serial number, install date and order number to warranty@norpex.ca, and Norpex opens the claim with the manufacturer, usually within one business day. The claim form on the warranty page does the same thing.
Who carries out warranty repairs?
- The manufacturer's authorized service network, not Norpex staff. Once the 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?
- Send your postal code and the brands you own to warranty@norpex.ca, and Norpex replies with the authorized service companies that cover your area for those brands.
Related pages:Warranty informationFile a warranty claim
Best Price Guarantee
What is the Norpex Best Price Guarantee?
- Norpex's Best Price Guarantee matches a lower advertised price from a verified Canadian dealer on an identical, in-stock item, and credits an additional 5% of the difference, before purchase or within 14 days after.
Which competitors qualify for a price match?
- A Canadian-incorporated commercial foodservice equipment dealer whose public website shows its prices. The item must be identical, including model and configuration, and in stock at that dealer when you submit the claim.
What is not eligible for a price match?
- US-only websites, online marketplaces, auction and liquidator listings, member-only or login-gated prices, and clearance, floor-model, refurbished or damaged stock unless Norpex sells the item in the same condition. Special-order items whose configuration does not match exactly, bundle prices, expired promotions, obvious pricing errors and items priced at or below Norpex's cost are also excluded.
How do I submit a price match claim?
- Use the claim form on the Best Price Guarantee page or email pricematch@norpex.ca. Include your name, your Norpex order number if you have already bought, the link to the Norpex product page, the link to the competitor's page and a screenshot showing its price and stock status with the web address visible.
Can I get a price match after I have already bought?
- Yes, within 14 calendar days of your Norpex order date. If the claim is approved, Norpex returns the difference plus 5% of the difference as a refund or credit. Before you order, an approved match, with the same extra 5%, is applied to your quote or order instead.
How long does a price match decision take?
- One business day. Norpex checks the competitor's listing, confirms the item is in stock there and that the model and configuration match, then replies with the decision. A declined claim comes with the reason.
Related pages:Best Price Guarantee
Pro trade accounts
What is a Norpex Pro trade account?
- Businesses that buy regularly can apply for a Norpex Pro trade account online. Norpex reviews each application, and what an approved account includes is agreed with the business directly.
Who is a Pro account for?
- Businesses that buy foodservice equipment and supplies regularly, such as restaurants, caterers, hotels, institutions and restaurant groups.
How do I apply for a Pro account?
- Send your business details through the application form at /pro/apply, or call (226) 336-9954, Mon–Fri 8am–6pm ET. Norpex reviews the application and may call the contact on it for a business number or a reference.
How do I check the status of my Pro application?
- Sign in with the email address you applied with and open the Pro dashboard at /pro/dashboard to see where the application stands. Call (226) 336-9954 or email hello@norpex.ca, Mon–Fri 8am–6pm ET.
Related pages:Norpex ProApply for a Pro account
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?
- Sign in and apply to sell at /marketplace/sell/apply. Once Norpex approves the application, add a complete pickup address and connect payouts through Stripe, which hosts the bank-details form, so Norpex never sees or stores your bank account numbers. Selling costs a commission and a card processing fee, both deducted from the payout, with no listing fee and no monthly fee.
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 hello@norpex.ca, 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.