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FAQ

 

Q: Who/What is keepitdirect.ca? 

We are a Canadian owned and operated online store that specializes in selling bulk product to the construction industry.  

 

Q: What are your hours? 

We are an online only store so our hours are really 24/7. We try to respond to emails and calls within 1 hour every day of the week. For order pickup, our warehouse hours are 8:00am - 4:30pm Monday – Friday excluding holidays  

 

Q: What is your address? 

We’re online only but if you need to pick up an order our warehouse is aUnit 170 6780 Dennett Place, Delta, BC. V4G 1N4. 

 

Q: Are you a local/Canadian company? 

We are a Canadian owned and operated family business operating out of Delta BC.  

 

Q: Are you involved in the community? 

We currently support three charities. Mission possible, who works with the homeless in the Vancouver downtown east side, Canadian Red Cross, providing disaster relief in Canada and worldwide and World Concern in fighting child trafficking. 

 

 

Shipping: 

 

Q: Where do you ship to? 

We currently ship to all Canadian provinces excluding a few remote areas. If you are outside of our shipping area, please email info@keepitdirect.ca with your delivery address and the product you are interested in and we will get back to you with a quote.     

 

Q: Your website says it can’t provide a shipping quote for my address: 

For the Canadian Territories: Our website excludes the territories right now because of generally high shipping costs, please email us at info@keepitdirect.ca with what you would like to order and your address and we will try to get back to you with shipping costs 

In the Canadian Provinces: There are some areas in the provinces with high shipping costs that our website doesn’t cover. Please email us at info@keepitdirect.ca with what you would like to order and your address and we will try to get back to you with a quote. 

Outside of Canada: For all others, we apologize but we do not currently ship outside of Canada.  

 

Q: How long will shipping take? 

British Columbia: 1-3 days 

Alberta: 2-4 days 

Saskatchewan: 3-5 days 

Manitoba: 3-5 days 

Ontario: 4-6 days 

Quebec: 4-6 days 

New Brunswick: 6-8 days 

Nova Scotia: 6-8 days 

Prince Edward Island: 6-8 days  

Newfoundland and Labrador: 9-11 days 

 

Q: How much is shipping? 

Shipping is based on order size and is free after $100:   

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Q: Who do you ship with? 

Most of our orders are shipped with ATS. We occasionally use Canada Post or local couriers if they provide better price/service.     

 

Q: Can I request a specific carrier? 

Yes, but depending on cost and service areas, we may not be able to meet your request.  

 

Q: Can I give special delivery instructions? 

At this time, we’re not set up for that so the best solution is to put a note on your door.  

  

 

Orders: 

 

Q: Can I order by phone?  

Yes, call us at 1-855-595-7271 and we will be happy to help you.  

 

Q: Do I need to create an account? 

Not at all, you can check out as a guest. 

 

Q: Do I need to be a business to buy from you? 

No, there are no restrictions on who can buy from us.  

 

Q: How quickly can I pick up my order? 

Orders are usually ready within 4-6 hours. When ready, we will send you an email with pickup instructions 

 

Q: Can I come see the product before buying? 

Unfortunately, we can’t let customers come through our warehouse and can only process orders online or by phone so we don’t have any way to show product before purchase.  

 

Q: Do you offer any discounts? 

Currently, the only discounts we have are for bulk purchases.  

 

Q: I want to buy wholesale, how can I do that? 

Please email info@keepitdirect.ca with your PST number and we can designate your account as wholesale.  

 

  

Returns/Exchange: 

 

Q: What is your return policy? 

You have one year from shipment of product to return or exchange your purchase for a full refund, including shipping. 

 

Q: How long will my refund take? 

Refunds usually take 2-3 business days from when we receive the product to be processed.  

 

Q: How do I return my product? 

Please email info@keepitdirect.ca with the details and we will set up shipping for you.

 

Q: How do I exchange my product?  

Please email info@keepitdirect.ca with the details and we will set up shipping for you.  

 

 

Payment and Security: 

 

Q: How can I pay? 

You can pay by Credit card, Paypale-transfer, EFT or cheque 

We accept VISA, MasterCard, American Express and JBC Cards through our secure web terminal, just select credit card while completing your checkout.

E-transfers should be sent to: Orders@KeepItDirect.ca.

Cheques should be mailed to: 1025 Como Lake Ave Coquitlam, BC, V3J 3N7  

Please note, wgenerally hold orders until cheques have cleared. 

 

Q: Is it safe to use my credit card on your website? 

Yes, your info is protected at a level equal to most banks. 

 

Q: Do you store my credit card info? 

If you decide to save your card information when processing payment, it is stored in our processor's system and follows their advanced security measures 

 

Q: Can I pay when I pick up my order? 

No, sorry. We are unable to take payment at our warehouse 

 

Q: How do you use my personal information? 

We only use your information to serve you and don’t share it with anyone unless that is part of serving you. You can read our full privacy policy here:  Privacy Policy 

 

Q: My credit card isn’t working. 

Most of the time this means a minor detail has been entered incorrectly. Please try deleting and then re-entering your info again. If you've double checked and it's still not working, please give us a call at 1-855-595-7271 and we can take your order over the phone.  

 

 

Product Questions: 

 

Q: When will you get a specific product? 

We are looking at supplying more safety products but don’t have a time frame on it yet. Other than that, if you have a suggestion on something we should carry, let us know.  

 

Q: Do you provide a guarantee? 

Yes, if you’re not completely satisfied, return the product for a full refund including shipping. 

 

 

 

If you have any other questions, please email or call us at 1-855-595-7271 and we will be happy to help you.

 

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