FAQ / How to Buy with ErgoCanada.com

1.  How do I Look for Product?

2.  How do I Buy Product once I have Decided What I Want?

3.  What Taxes Will be Charged on My Order?

4.  How Much Will Shipping Cost?

5.  How Long Will it Take to Receive My Order?

6.  Wouldn't it Be Cheaper to Order from a US Location if The Price is Less?

7.  How Do I Pay for My Order?

8.  What are our Return Policies?

10.  Do You Want to Establish an Account With Us?

1. How to Look for Product

If you have an idea of what you are looking for, click on the products link in the navigation menu at the top of the page to browse our online catalog. Once you find a product you would like to purchase, simply indicate the quantity (and the model and accessories, if applicable) and click the 'Add to Cart' button.

If you are not sure what you are looking for, click on the Why Ergo? link to browse our Guide to Ergonomics which should assist in determining what aspects of your workspace are not ergonomic and should be addressed. If you have any further questions or concerns, please call in to speak to one of our Customer Service Specialists and they would be happy to answer any questions you may have.

2. How to Buy Product

Once you have added all the items you wish to purchase to your cart, click the 'Check Out' button. This will take you to a screen where you can change the quantity of each product in your cart and delete items you do not want to purchase. Once you have finalized your decisions, you will be prompted to enter in your billing and shipping information.Our system will generate an invoice for you including all applicable taxes.

The shipping cost will vary depending on the size, weight and quantity of products shipped, and destination of the shipment. As a rule of thumb shipping costs vary between $15 and $25 for single items, and for multiple items rarely exceed $40. Once we receive your order we will contact you confirming your order, giving you the exact shipping cost and final bill, and confirm your method of payment.

3. What Taxes Will Be Charged

GST of 6% (or HST, see below) will be charged on all shipments delivered or billed to Canadian addresses unless a GST Exemption Number is provided and a form is faxed advising us of such exemption PRIOR to the release of the shipment. PST of 5% will be charged on all shipments delivered to or orders billed to Saskatchewan addresses unless a PST Exemption Number is provided and a form is faxed advising us of such exemption PRIOR to the release of the shipment.

HST of 14% will be charged to all shipments delivered or orders billed to Newfoundland, Nova Scotia or New Brunswick addresses.

4. How Much Will Shipping Cost?

Our shipping/handling charges vary greatly depending not only on the number of products and type of product, but where we are shipping to (in Canada). In general for UPS Standard level of service you can look at $15 for most mice and very small keyboards, $17.50 -$20.00 for most small and regular keyboards, $25 for heavier keyboards and trays, and $30 or more for articulating arms. For UPS Express service, double the above rates. If you need an exact quote, please call or email us for more information.

5. How Long Will It Take To Receive My Order?

Our delivery time varies greatly depending on where we are shipping to (in Canada). The graphic below shows the delivery times for UPS Standard Ground Service in Canada. We also offer UPS Express Service to all of Canada which is next business day to most of Canada. If we receive your confirmed order prior to 1:00 PM Saskatchewan time (which is CST during Daylight Savings, MST after Daylight Savings), we will get it shipped out that same day. If we recieve your order after 1:00 PM, then we will try to get it shipped that day but we cannot guarantee that it will ship. We do typically maintain stock on all the products we carry, and when you place your order you can always confirm that we have stock in the quantity and model that you require.

The colors are coded as follows (note transit time is number of business days not including day of shipment):

Region Transit Time
Saskatchewan, Edmonton, Winnipeg 1
Remainder of Alberta, Manitoba 2
British Columbia (except Vancouver Island), 90% of Ontario 3
Vancouver Island, Ottawa, Southern Quebec 4
Remainder of Quebec, New Brunswick 5
Nova Scotia, PEI 6
Newfoundland 7

6. Wouldn't it be cheaper to order from a US location if the price is less?

There are a couple of factors you should keep in mind if ordering from the United States.

First: The exchange does vary - here at ErgoCanada we make a reasonable effort to adjust prices as the US-Canadian dollar exchange rate varies but fluctuations happen constantly. Keep in mind that if you pay by a Canadian credit card to a US company, your bank will charge a commission on converting the Canadian funds to US dollars (usually around 3-5%).

Second: The cost of shipping from a US location is usually higher than within Canada - especially for larger or heavier items.

Third: The courier company or Canada Post will charge you GST on the value of your shipment, so you don't 'beat the GST' by ordering from the United States. In addition, you are usually charged a fee for collecting the GST (disbursement fee - usually between $5 and $10 CDN).

Fourth: All couriers charge a brokerage fee (for air shipments, the fee is usually incorporated into the shipping charge) which varies from courier to courier but is quite substantial. Here is the fee guide from UPS as of November 1, 2006 (and they are more reasonable than some):

$0.00 TO $20.00 FREE
$20.01 TO $40.00 $7.00
$40.01 TO $100.00 $19.45
$100.01 TO $200.00 $29.00
$200.01 TO $350.00 $38.92
$350.01 TO $500.00 $43.73
$500.01 TO $750.00 $49.73
$750.01 TO $1000.00 $55.58
$1000.01 TO $1250.00 $61.58

As a consequence, what looks like a 'great deal' at first may end up costing you significantly more. For example...

Say you find a product on our site (a keyboard for example) which is listed at $250.00 CDN. In addition, you find a web site in the United States that is having a sale on that same keyboard and listing it for $205 US. Let's say the posted exchange rate (that you see in the newspaper, etc.) is 1.00 CDN = 1.00 US. Sounds like a great deal doesn't it? Let's run the numbers on it...

COSTS ErgoCanada.com US Store
Base Cost $250.00 CDN $205.00 US * 1.00 = $205.00 CDN
Shipping/Handling $20.00 CDN $25.00 US * 1.00 = $25.00 CDN
TOTAL CHARGED AT TIME OF PURCHASE $270.00 + 6% GST ($16.20) = $286.20 CDN $230.00
Courier Brokerage Fee N/a $38.92 + 6% GST ($2.34) = $41.26
GST Already paid $12.30 (6% of $230.00)
Disbursement Fee N/a $5.85
TOTAL COST $286.20 $289.41

What looked like a great deal initially (save $45 dollars) ended up costing more, and with the time your package sits in customs awaiting clearance, you may not see your shipment for a week or two at least.

Fifth and finally, if you ever have a problem with the product or want to return it (if they even offer a customer satisfaction guarantee) you have the added hassle of getting the product over the border again (perhaps more than once if repair or replacement is required), and you will not be able to receive a refund on all the import costs you have incurred.

7. How Do I Pay for My Order (Terms of Payment)?

If you are a government institution or established business, contact us for a quotation (and approval for ordering via purchase orders) and we will issue you a temporary invoice. Once we receive a fax or PDF of your purchase order, we will release the shipment and provide you Net 15 terms with an additional 15 day grace period. If you are a consumer, there are a couple of options:

IMPORTANT NOTE: Please make all money orders and/or bank drafts payable to The Micwil Group of Companies, NOT ErgoCanada.com.

OPTION 1: Money order or bank draft in advance, which can be mailed to our snail mail address

The Micwil Group of Companies
P.O. Box 9022
Saskatoon, SK
S7K 7E7

Once we receive your payment, we will release your order.

OPTION 2: Mastercard or VISA

You must provide complete information on the online form (or simply call our toll-free number), and for first time customers we require a valid billing address for the cardholder. For security purposes we can only ship to the billing address of the credit card or a secondary shipping address which you have registered with the issuing bank for your credit card. We reserve the right to ship to only the billing address and will advise you if this is the case. PLEASE NOTE: We do not take your credit card information online; a sales representative will contact you after you place your order to confirm your order and obtain your credit card information.

OPTION 3: Direct Deposit

This is the most secure and simplest method of payment available. Simply select this method of payment, and we will email you the information you need to perform a direct deposit. Then go to your nearest branch of the Bank of Montreal and make a direct deposit into our account. Once you have deposited the funds, email us and following our verification of receipt of the funds that they have been received, we will release your order.

IMPORTANT NOTE: Some branches will not allow this method of payment, it is at the discretion of the branch manager. Our experience is that most branches will allow direct deposits however there are a portion that will not (approximately 5-10%). In the event that your branch will not allow a direct deposit, we recommend you purchase a money order and mail it to us as an alternative.

OPTION 4: Purchase Order

We accept purchase orders from established companies and organizations who have set up an account with us. If you would like to order by purchase order, please call us for more information.

8. What are our Return Policies?

Most of our products come with a 30 day customer satisfaction guarantee, less a handling charge of the greater of $5 or 7% of the value of the product sold. In certain cases the handling charge may be waived depending on the condition of the product and the amount of time required to restock the product. In cases where the product (including its box, manuals, etc.) is damaged either cosmetically or functionally, there may be an additional restocking fee (as it will require repair, repackaging or refurbishing before it can be sold again). In all cases the customer is responsible for all shipping charges (both on the initial shipment and on the return shipment).

In the event that the payment was made by credit card, an additional 3% administrative fee will apply.

Any items to which a quantity or other discount has been applied will be charged a 25% restocking fee in the event of a partial or complete return.

Many furniture items have a 25% base restocking charge (e.g. monitor arms, keyboard arms and trays, etc.), as once they have been installed there is scuffing and marks which does not permit us to refurbish the product to new condition. We do not offer a return policy on our Ring Pens as they have consumables.

To qualify for a customer satisfaction guarantee, the following procedure must be followed:

1) Verify that the product is in as-new condition. Damaged, abused or obviously used products will be subject to additional restocking fees.
2) Please phone us at 1 (866) 335-3746 within 30 days of the date of your invoice to advise that you would like to return a product.
3) If we cannot address your concerns with the product (or the suitability of the product for your application), we will provide you with RMA instructions.
4) Repack the product in the original product packaging with all original enclosures.
5) Returns without a valid RMA number will be refused.
6) Returns must be shipped freight pre-paid by a method that provides proof of delivery
7) Please note all refunds are made in the same form as the original method of payment.

NOTE: This policy only applies to initial purchases of the product. If a product is returned and then purchased again by the same company or organization, we reserve the right to restrict this return policy, including increasing the restocking charge. The intent of this return policy is to provide organizations the opportunity to try out a product that they have never had access to previously.

9. What if I Receive a Defective Product or My Product Develops a Defect within the Warranty Period?

If you feel your product is defective, please contact us by our toll-free phone number at 1 (866) 335-3746 (ERGO) so that we can attempt to troubleshoot the problem remotely.

Your first step is always to try the product on a different computer and see if the same problem occurs in the same fashion. If it doesn't, it is likely a problem with that specific computer or the software configuration on that computer, as opposed to a defect with the product.

If you feel you have a defective product, please email us at returns@ergocanada.com and one of our technical support staff will contact you concerning your issue. There are 5 possible situations with respect to warranty:

1) The product arrived in a damaged condition, i.e. the box is damaged or the product appears to have been damaged in transit

In this case, a claim must be made with the courier company. If the product was shipped out on ErgoCanada's account using UPS, please advise us of the nature of the damage and keep all packaging (external) and packing (fill, etc.) as all these items will have to be provided to UPS as part of the claim process. We will contact UPS and they will retrieve the parcel (at their expense) within 7-10 business days and evaluate the damage, and then return it to ErgoCanada. Once the product is returned to ErgoCanada, we will proceed with either a warranty replacement or repair the product at ErgoCanada's expense.

2) The purchase was within the initial 30 day customer satisfaction guarantee period

In this case, the normal procedure is to have the customer phone in, obtain an RMA number and ship the product back to ErgoCanada at the customer's expense. We will verify the defect and send out either a warranty replacement or repair the product at ErgoCanada's expense if the product is indeed defective; should the product turn out to not be defective, then the customer is responsible for the shipping cost to send the original product back to the customer.

An alternative procedure if the customer needs a replacement immediately would be for the customer to order a new unit, and pay for the shipping cost on the new unit. The customer would still be responsible for sending the original unit back to ErgoCanada, and should the product be defective, a refund would be issued for the cost of the product (but not for the shipping/handling). If the original product was not defective, then the return would be processed as a return under the customer satisfaction guarantee, and normal restocking charges would apply.

3) The purchase is outside of the initial 30 day customer satisfaction guarantee period but within the warranty period of the product

In this case, the normal procedure is to have the customer phone in, obtain and RMA number and ship the product back to ErgoCanada at the customer's expense. We will verify the defect and send out a warranty replacement or repair the product at ErgoCanada's expense if the product is indeed defective. Should the product turn out to not be defective, then the customer is responsible for the shipping cost to send the original product back to the customer.

4) The purchase is outside of the warranty period

In this case, the product cannot be covered; in certain limited cases we may be able to repair a product (i.e. replacement of a cable); please contact ErgoCanada for more details.

5) The warranty is handled directly by the manufacturer

For certain products, and certain types of warranty issues, the manufacturer will handle the warranty directly. You will be advised if this is the case when you contact us with your issue.

10. Want to Establish an Account with Us?

If you intend on ordering on a regular basis from us, you can apply to get a corporate account with our company. If you are interested, please phone or email us for details.