Welcome to the Innovair Industrial E-Commerce side - Need help? Email us at industrial.ecommerce@innovairgroup.com

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FAQ

Account Management

  • Can I have more users added under my account?
  • Can I view recent orders in my account?
    • Yes, you can view recent orders in your account dashboard.
  • Can I view receipts in my account?
    • Yes, you can view receipts in your accounts dashboard.

Orders

  • Can someone else pickup my order?
    • Yes, but they need to prove that they are picking up an order for the purchaser. If they are an employee of the business that purchased the items, they will need to prove that to be given the order. If they are picking up for a personal order, they will need to prove that they are picking up this order on request for the purchaser.
  • How do I return an item?
    • To return an item, please email industrial.ecommerce@innovairgroup.com to make a return request and receive a Return Merchandise Authorization. To learn more about returns, please visit the Shipping and Returns page located here (insert hyperlink).
  • I’m missing an item from my order
  • My order has the wrong item
  • My order has a shipping charge when I thought it didn’t
    • Innovair Industrial provides free shipping on orders over $150; however, there are exceptions to this rule. Due to the size and weight of many of our products, we do not offer free shipping on any order over 30 lbs. In these cases, the shipping fee will be calculated by our Order Desk team and you will be informed by email before the product is shipped.
  • The item I ordered is defective, what do I do?
    • If the item you ordered is defective when you receive it, please email industrial.ecommerce@innovairgroup.com immediately. Most manufacturers offer warranty on their products that you can use to receive your money back or get a new item.

Shipping

  • How long does shipping take?
    • Unfortunately, we can’t guarantee the length of time it might take to receive your package once it leaves our warehouse, but we typically require 2-3 business days to process and ship your order.
  • Do you ship outside of Canada
    • No, we don’t ship products outside of Canada.
  • How do I track my shipment?
    • We will send you a tracking number for any order that is being shipped via mail or courier. For pickup orders, we will email you once it is ready to be picked up.
  • My package was delivered damaged, what do I do?
    • Please take pictures of the damaged packaging and item immediately after receiving the order and email them to industrial.ecommerce@innovairgroup.com. We will only accept returns for damaged items for five days after receiving the order.
  • What is Best Way shipping?
    • Best Way shipping allows us to choose the fastest and most cost effective method to ship your package. This is important because of the nature of the items available on our site. If an item is small and lightweight, it is easy to ship – but if an item is large and heavy, it might require more complicated shipping methods.
  • Do you charge shipping fees?
    • Yes, we do. On orders over $150, shipping is free – but there are some important exceptions where we do charge shipping. When we charge shipping, we calculate the total cost and send you an email letting you know of the price before sending the order.

Returns

  • Do you accept returns?
    • Please email industrial.ecommerce@innovairgroup.com to determine if your item is in returnable condition. We accept returns only if we have issued a Return Merchandise Authorization for the item and that the item is unopened, unused, has no damage, and has been marked as returnable on the site. We examine each item that gets returned to us to determine if it is in saleable condition, if it isn’t, we don’t accept the return. There are some exceptions to this rule, but those returns could still be subject to restocking fees from 10% to 90% of the price of the item. If an item meets all our conditions for return, then we will either issue a refund or provide an equivalent item.
  • What constitutes an acceptable return?
    • An item that is in saleable condition, has been marked as an item that can be returned on the site, and has been issued a Return Merchandise Authorization. If an item has been opened, used, or damaged, in most cases, we won’t accept it. Please email industrial.ecommerce@innovairgroup.com to determine if the item can be returned and to receive an RMA.
  • What is the restocking fee?
    • If an item has been opened or used, we may still accept the return but issue a restocking fee for doing so. This will be taken from the refund we would have issued had the return been unopened or unused. So instead of receiving the full amount as a refund, the customer might receive 75% of the refund amount after being charged a 25% restocking fee.
  • Am I responsible for damage during shipping for returns?
    • Yes, it is recommended that if you are returning a high-priced item that you purchase shipping insurance.

General Information

  • What is the best way to contact you?
    • The best way to contact us is to either call one of our locations (our locations and their contact information can be found on the home page), email us at industrial.ecommerce@innovairgroup.com, or to come visit us in-person!
  • What are your hours of operation?
    • Our hours of operation vary depending on which location you are inquiring about, for our Winnipeg office - we are open from 7:30 AM to 5:00 PM CT Monday to Friday. For our Thompson and Brandon locations, we are open from 7:30 AM to 12:00 PM, then we close for an hour and reopen from 1:00 PM to 5:00 PM CT.
  • I’m interested in being a distributor, what should I do?
  • I don’t see the item I want online, what should I do?
    • Don’t worry! We carry thousands of products and not all of them are listed online. If there is something you are looking for and you can’t find it – please email jamest@innovairgroup.com and we’ll help you find what you are looking for.
  • What does it mean when a product listing says Special Order?
    • If you see and products labelled as, "Special Order," it means that we do not currently have the product in stock, however we will order it for you when you place your online order.  
  • Is there a warranty on products?
  • What payment options do you accept?
    • We accept all major credit cards as payment. You can also request a business account that will allow you to pay via a credit account.
  • Where are you located?
    • We have three locations across Manitoba. Our main office is in Winnipeg, located at 150 McPhillips Street, R3E 2J9. Our Brandon location is at 1617 1st Street, R7A 7X7. Our Thompson location is at 217 Hayes Road, R8N 1M5.
  • What is considered final sale?
    • An item is considered final sale if it is not marked as returnable on the site, if it has been discounted from its original price, if it is a PAPR system or helmet, a face shield or respirator, a medical mask, a used machine of any kind, special order items, or electronic repair parts.
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