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Our Services
You can reach us at 1.800.999.6213
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Customer Support: Mon-Fri 8:30am-7:00pm EST
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Technical Support: Mon-Fri 9:00am-7:00pm EST. Hotline for emergencies 7/24 – charges may apply if out-of-warranty
Payment Methods
We gladly accept VISA, MasterCard, American Express and Purchase Orders (NET30 on pre-approved accounts). Credit card processing is provided by Moneris™.
Credit card foreign transaction fee (US and international customers)
As we are based outside the US, some US and international credit card holders may be charged a small foreign transaction fee by their credit card issuer. These are fees charged when a transaction made with your card is processed in a foreign currency or passes through a foreign bank. To process these transactions, your card issuer charges you a percentage of the amount of the transaction, typically 0 to 3%.
You’ll commonly see this fee listed on your card statement as a separate charge or added to the actual total. Not all credit cards charge a foreign transaction fee, but many do. We wanted to advise our customers that these foreign transaction fees may happen if your credit card issuer charges a fee for foreign transactions.
Email Policy
We may elect to send promotional materials via e-mail to our existing customer base and to those who opted in to our email distribution list. We only use our customers’ emails for our own use and we do not provide any customer information to any third parties. Customers will receive email notifications of special offerings as long as they are subscribed to the dormakaba Canada Inc. email program. Any person may elect to remove themselves from the list at any time. If for some reason you are having difficulty in being removed from our list please call us toll-free at 1.800.999.6213.
Shipping
For online orders we use competitive shipping rates provided by UPS.
Refund and Return Policy
To the extent that you purchase any goods directly from us, we will refund you your purchase price within 30 days of you notifying us in writing of your desire for the refund, together with the reason for the request, with the product or service returned to us in substantially the same condition as when purchased. There is a twenty percent (20%) re-stocking charge applied to all new product returns considered a Purchaser responsibility. Custom or special products cannot be returned for credit or exchange for any reason other than product flaws. You may request a refund by contacting us by email at estore.ca@dormakaba.com or by calling us at 1.800.999.6213. You may obtain any additional information concerning our refund and return policy, including our mailing address, by contacting us at estore.ca@dormakaba.com
Warranties
dormakaba Canada Inc. warrants its new products as free from material or workmanship flaws for a period of two (2) years from date of shipment. Refurbished or Equivalent-to-New (ETN) products are warranted for a ninety (90) day period from date of shipment. dormakaba Canada Inc. will at no charge, either repair, exchange, or replace the product, provided it is returned during the warranty period, and return the product by ground transportation to the Purchaser. The Purchaser is responsible for all of the costs required to remove and reinstall the product(s) at his premises. The Purchaser is responsible for all shipping costs associated with the repair or replacement.
Your receipt
An online receipt will be displayed as well as sent to your email address.
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