Enercare Store Support
Discover support for frequently asked questions related to customer service, contact information, and product details
Frequently Asked Questions
Ordering FAQs
Do I need an account to place an order?
No, you do not require an account to place an order on shop.enercare.ca.
How do I place an order?
Browse our website, select the products you need, and add them to your cart. When you’re ready, proceed to checkout and complete your purchase to have your products shipped right to your home.
Can I modify or cancel my order after placing it?
Depending on when an order is placed, it may be possible to modify or cancel before it is shipped out. If you would like to make changes, please contact customer support as soon as possible.
Can I change my shipping address after I place an order?
We can update your shipping address if your order hasn’t shipped yet. Contact customer support as soon as possible if you need to change your shipping address.
What if I experience problems placing an order?
If you are having trouble, please reach out to our customer support team for assistance. We are happy to help you place your order.
Shipping and Delivery FAQs
What shipping options are available?
Currently, we offer several different shipping options to meet your needs in terms of delivery times and price. Shipping options may vary by location. Please refer to the checkout page for the options that are available to you.
Do you offer free shipping?
Yes! Currently, free shipping is available on orders over $99 before tax.
How much does shipping cost?
Currently, free shipping is available on orders over $99 before tax.
For orders below the $99 free shipping threshold, shipping costs are calculated at checkout based on your location, shipping method, and the products in your order. You will see the exact shipping cost before confirming your order at checkout.
How long will it take for my order to arrive?
Shipping times vary depending on the location and delivery method chosen at checkout. Most shipments arrive within 3-7 business days after the order is processed.
Do you ship internationally?
Currently, we only ship orders within Ontario.
Can I track my order?
Yes, once your order ships, you will receive a tracking number by email so you can monitor your delivery status.
What happens if my package is lost or damaged in transit?
If your product(s) arrive damaged, please contact customer support within 7 days and we will arrange for a replacement or refund.
Product Information
How can I find out more about a product?
For detailed product information and specifications, please refer to the relevant product page. If you would like additional information, feel free to reach out to our customer support team.
How do I know if a product is in stock?
Product availability is shown on the product page. If an item is out of stock, feel free to reach out to our customer support team to inquire about when it will be back in stock.
How do I choose the right furnace filter for my home?
To find the right furnace filter for you it is best to measure the dimensions of your existing furnace filter and round up to the nearest inch.
If you are still unsure about what furnace filter you require for your home, feel free to reach out to our customer support team to receive a furnace filter recommendation.
Are your furnace filters compatible with all models and brands?
Our furnace filters are compatible with the majority of furnace brands and models. However, some filters may only be compatible with specific brands or models. Be sure to check the product description and dimensions to ensure you purchase the correct size for your home.
Do your smoke detectors meet safety standards and certifications?
All of our detectors meet the relevant safety certifications, including UL and CSA. Check the product page for specific certification details.
How often should I replace my furnace filter?
We recommend that you replace a 1-inch pleated furnace filter every one to three months. For larger filters, such as a 4-inch pleated filter, we recommend replacement every six to nine months.
Do you provide installation for your products?
Currently, all the products sold on shop.enercare.ca are suitable for do-it-yourself installation.
Returns and Refunds
What is your return policy?
We accept returns within 30 days of purchase for most products, provided they are unused and in their original packaging.
How do I return an item?
To return an item, contact our customer support team for instructions. We will evaluate the return and, if it is accepted, provide details on how to ship the product back to us.
Do I need to pay for return shipping?
Currently, we are unable to offer free return shipping. As such, customers are responsible for paying shipping costs to return any order to our delivery partner.
How long does it take to process a return or refund?
Upon receipt of the returned product in proper condition, a refund will be issued within 10 business days.
Can I exchange an item instead of returning it?
To exchange an item instead of returning it, contact our customer support team, and we will provide details on how to complete your request.
Payments
What payment methods do you accept?
We currently accept VISA and Mastercard payments. All payment options are listed at checkout.
Is it safe to enter my credit card information on your website?
Yes, the shop.enercare.ca site uses SSL encryption to ensure your payment information is safe and secure.
Do you offer payment plans or installments?
Currently, we do not offer payment plans or installment payments.
Promotions and Discounts
How can I use a discount code?
To use your discount code, simply enter the code during the checkout process to apply it to your order.
Are there any restrictions on promo codes?
For any restrictions, please refer to the terms and conditions of each individual promo code.
Customer Service
How can I contact customer support?
If you have a question, feel free to reach out to our customer support via email at eshopsupport@enercare.ca or leave us a voicemail at 1-855-514-6796.
When can I expect to hear back from customer support?
We strive to respond to all customer support inquiries within 48 business hours.
Do you offer other products for my home?
To learn about all of the products and services we offer for your home, feel free to reach out to us at 1-866-915-1885 to request an Energy Management Consultant to visit your home.