Frequently Asked Questions
General FAQ
Do I need a contractor account or trade licence to buy from PHE Supply Canada?
Our online store is designed for trade professionals and business owners, but anyone in the construction, HVAC, plumbing, or electrical industry is welcome to register.
You don’t need a formal trade licence to browse or order, but verified contractors receive preferred pricing and early access to promotions.
How accurate is your online inventory for Greater Vancouver delivery?
Our inventory is live and updated daily from our Burnaby warehouse.
When you see an item marked “in stock,” it’s physically available here in Vancouver, BC — ready for pickup or immediate shipment.
For bulk or project-based orders, our team can confirm availability within minutes.
Are your products certified and compliant for installations in BC?
Yes. Many of our parts are UL, SGS, cULus, RoHS, or EcoLeaf compliant, depending on category.
Each product page lists certifications and standards so you can show compliance during inspections or warranty submissions.
What’s your minimum order size for wholesale pricing?
Our minimum order is $500 CAD before tax and shipping — much lower than most national wholesalers.
This lets small and medium-sized contractors take advantage of wholesale pricing without high thresholds or long-term commitments.
Can I pick up my order from your Burnaby warehouse?
Absolutely. Many local contractors prefer pickup to save time and shipping fees.
Just select “Pickup” at checkout, and we’ll notify you when your order is ready.
Our warehouse is conveniently located near major routes serving Vancouver, Surrey, Richmond, and Coquitlam.
Do you offer contractor pricing or business accounts?
Yes. Registered accounts receive contractor-only pricing, faster quoting, and access to exclusive promotions.
We can also provide project-based invoicing or recurring account billing for approved business customers.
What if a part I need isn’t in stock?
Our sourcing team works directly with manufacturers and distributors across Canada.
If an item isn’t in stock, we’ll locate it through our partner network and usually ship within 3–7 business days.
You’ll get full visibility and updates through your online dashboard.
Can I order pre-assembled kits or jobsite bundles?
Yes — our Pro Shop can build pre-assembled boiler, furnace, and manifold kits based on your specs.
We can also create custom kitting for multi-unit or multi-phase projects, saving hours of on-site setup.
Can you substitute equivalent parts or brands?
Only with your approval.
If a part is temporarily unavailable, our team will recommend a compatible alternative with matching certification.
We’ll always confirm with you before substituting — ensuring it meets both Canadian code and your project standards.
How do I get technical or product support?
You can reach our team Monday–Friday, 8:30 am–5:00 pm PST via phone or email.
Because our staff includes licensed tradespeople, we can help you confirm sizing, specs, and compatibility before ordering.
Shipping FAQ
How soon will my order ship from Burnaby?
Most in-stock items are processed and shipped within 1–2 business days.
You’ll receive an email confirmation once your order leaves our Burnaby warehouse, serving the Greater Vancouver Area and nationwide.
Do you offer jobsite delivery in Greater Vancouver?
Yes. We provide timed jobsite deliveries to Vancouver, Surrey, Richmond, Langley, Coquitlam, and surrounding cities.
LTL and flatbed deliveries can be scheduled by appointment for large or fragile shipments.
What carriers do you use, and how are shipping costs calculated?
We partner with major regional and national carriers for reliability.
Shipping costs are automatically calculated during checkout based on weight, dimensions, and destination.
You can also provide your own account or arrange pickup.
Can I pick up my order in person?
Yes, local pickup is available at our Burnaby warehouse.
Simply choose “Pickup” at checkout. You’ll be notified by email or text once it’s ready — usually within one business day for stocked items. Click here to see our location and hour
What happens if my shipment is damaged or delayed?
Please inspect deliveries upon arrival. If you notice visible damage, note it on the carrier’s form and contact us within 48 hours. We’ll file a claim on your behalf and send replacements immediately. Your satisfaction — and uptime — are our priority.
Return & Exchange FAQ
What is your return policy?
We accept returns on most standard stock items within 14 days of delivery. Items must be unused, in original packaging, and in resellable condition. A 15% restocking fee may apply to cover inspection and handling.
Are custom or special-order products returnable?
Custom assemblies, Pro Shop pre-built kits, and special-order items are non-returnable, since they are built or sourced specifically for your project.
If there’s an issue with workmanship or a missing component, we’ll make it right immediately.
What if a product is defective or incorrect?
If we made an error or you received a defective item, we’ll arrange a replacement or full refund at no cost to you.
Please report any issues within 48 hours of receiving your order, and include photos if possible.
How long do returns or refunds take to process?
Once returned goods are received and inspected, refunds are issued within 5–7 business days to your original payment method.
We’ll notify you by email once your return is complete.
Which products are non-returnable?
To protect quality and safety, the following items cannot be returned:
- Opened electrical components
- Cut-to-length hoses or tubing
- Custom-fabricated or pre-assembled kits
- Products exposed to moisture, heat, or installation
We’re always transparent about return eligibility — you’ll see clear notes on each product page before purchase.
Have questions? Our team is here to help.
Whether you’re looking for product guidance, custom kitting options, job-site delivery scheduling, or just need a quote — fill out the form below and we’ll respond promptly.
Based in Burnaby, we serve contractors and businesses across Vancouver and Canada.