Frequently Asked Questions
Have a Question? We Can Help.
General Questions
Are you open to the public?
Yes we are! Our showroom in Vaughan is open to the public, and you don't need an account to place an order online.
Do you need to own a business to order?
Nope! We sell to both commercial and residential customers.
Do you have any physical locations?
Yes, we have our one location in the Greater Toronto Area. Located in Vaughan, near Langstaff Road & Hwy 427. Get directions here.
Stock & Product Inventory
Are all the products on your website in stock?
Not all products on our website are stocked at our warehouse. To make this as clear as we can for customers, we marked regularly stocked products with a "Quick Ship" tag. This means the model is normally stocked at our warehouse, and can be shipped out quickly once the order is placed. On all other products, we note down the typical lead times on the products page. Of course, you can always reach out to us directly to get a better idea of cuurent lead times on any product.
What if a Quick Ship item is out of stock when I order?
While we try our best to keep stock on all Quick Ship items, it is possible that an item was recently sold out. If you happen to place an order online for a Quick Ship item but it is sold out, we will contact you right away to notify you and provide alternative options.
How long will it take to receive an item that was ordered specially for me?
The lead time on special order products varies, so it is best to contact us beforehand if you are running on a tight schedule. We typically receive these lead times from the supplier directly, so they are estimations on how long the products will take to arrive.
What if one of the items on my order is backordered?
If one of the items on your order is backordered, we typically wait for the item to be back in stock before shipping out your order. If you are running on a tight schedule, please reach out to us and we can try to coordinate 2 shipments to help prevent delays.
Ordering Process
Do I need to order through your website?
You can also speak to a salesperson and place your order with them directly. This is a great option if you need advice or guidance on the equipment you plan on purchasing. Contact a salesperson directly here.
What methods of payment do you take?
For payment in-store, we accept eTransfer, bank wire transfer, EFT, all forms of credit card, debit, and cash. For online purchases, we accept all forms of credit card and eTransfer payments.
I want to buy equipment that isn't on your website. Is that possible?
It actually is! this industry is always changing, and while we try to keep the most common products easily accessible on our website, there may be products that we missed that we can still order in for you. If you happen to not see a products on our website that you would like to purchase from us, please reach out and we will try out best to source it for you.
Do you have a salesperson that can advise me?
Yes, we have multiple salespeople that can assist you. We all come from different backgrounds and speak different languages. Meet our team here.
Can I see this equipment before I buy?
Certainly! Feel free to drop by our showroom in Vaughan to take a look at the equipment we have for sale. If you would like to confirm if an item is on display before making the trip, please reach out and we would love to confirm for you.
Can I test this equipment first to see if it is right for my operation?
Yes! We now have a demo kitchen in our location that can be used to test product. If you would like to set up a demo, please reach out and a salesperson can help schedule a date and time.
Shipping & Delivery
How long does shipping take?
Shipping times depend on your exact location and if the items on the order are currently in stock. For areas outside of the Lower Ontario region, we use third-party shippers to get your order delivered to your door. While these shippers are typically accurate with their times, there can sometimes be delays. We always recommend that customers give themselves as much time as possible to account for these delays.
Do you ship outside of Canada?
We can ship to areas throughout Canada and the continental US. Unfortunately, we aren't currently able to ship to Alaska or Hawaii.
Do you offer discounted shipping?
We offer general discounted shipping rates on orders over $5000. This discount is a standard 3% discount on the value of the order placed against the shipping amount to your area.
What if I need help bringing the shipment inside?
While we will always offer to bring units inside when we are delivering locally, third-party shippers are more complicated to coordinate with. For most areas, the rates can get so high that we don't recommend doing the service based on value alone. If you think you need this service, please contact us directly before placing the order and we will look into the best options for you and your situation.
What if I can't accept my package?
We recommend that customers are available in the days they expect the delivery to arrive. While package shipments are typically just dropped off at your location, pallet shipment must be signed off on, and will be left outside. If you need to delay your shipment, please reach out before it is shipped, and we would be more than happy to coordinate it for you.
Returns & Exchanges
What is your return policy?
All items purchased can be returned for a refund or store credit within 30 days of purchase. Return shipping costs will be deducted from the refund amount. Returned items must be in their original packaging, undamaged and unused, in order to be eligible for a refund. For returned items eligible for a refund, a 25% restocking charge may apply. Special order products unfortunately aren't eligible for returns.
Is return shipping free?
Since the equipment we sell is so large, we aren't able to offer free return shipping. We can coordinate return shipping on your behalf, and the rate will be deducted from the total refund amount.
Warranty & Service
Do you cover warranty on all products?
All brands offer their own warranty and honour their warranties directly. We recommend customers contact the brand directly if a unit requires repair and is still under warranty. If you are having trouble reaching a brand for warranty service, we can help the process along from our end.
On in-house brands, we honour the warranty here at Phoenix directly. This is done with our own service department, allowing us to quickly help resolve any issue you may have.
Do you service equipment?
While we have a service department in-store, unfortunately we aren't able to offer service on products.
What if my equipment is out of warranty?
Unfortunately, if you equipment is out of warranty, most brands aren't able to assist in repair. However they may be able to direct you to a service company in your area that is familiar with their products. We can always assist and provide contacts if needed.
For our in-house products, we can help supply replacement parts or technician contacts for products out of warranty. While we aren't able to cover costs, we will try out best to help where we can. A lot of issues can be solved over the phone, so we recommend giving us a call if you run into any issues.
Do you sell replacement parts?
Yes, we do sell replacement parts for our in-house brands. However, most brands require you to purchase replacement parts from specific authorized retailers.
Do you offer extended warranty options?
Yes, we offer extended warranty options on our in-house brands, specifically Duracold and Nordic Air. Extended warranty options can be found on each eligible product page. Contact us for more information.
Pricing & Financing
Do you offer price matching?
Yes, we do offer price matching on like-for-like products. Please visit our price matching page here.
Do you offer financing?
Yes, we have financing options that fit any budget. For online orders, customers are able to use Affirm or Shop Pay for smaller, shorter term financing options.
For larger orders and projects, we recommend using Econolease. Get more info on options here.
What if I don't qualify for financing?
Unfortunately not every situation qualifies for financing, but we do offer a few options that help most customers we speak to. Contact us for alternative options for your situation.
Can I combine financing with other discounts?
Yes, you can combine Econolease financing with other product or volume discounts.
Do you provide discounts on larger orders?
Yes, we can provide discounting on larger orders, depending on the volume and products being quoted. Please contact us for a customized quote.
Canada's Largest Showroom
See over 15,000 sq. ft. of equipment in our Vaughan showroom
Thousands of products
Ships quickly, with over 80,000 sq.ft. of warehouse space
Custom Quotes
Contact us for a specialized quotes and discounts on large orders
EQUIPMENT FINANCING
Leasing and renting available. Find the best option for your needs