FAQ
SHIPPING
All orders submitted before 2pm ship same day. All orders ship from our warehouse located in Quebec, Canada.
Estimated delivery times related to the destination when selecting regular shipping option :
- Quebec / Ontario: Next business day. Max 2-3 business days
- Manitoba / Saskatchewan: 2-3 business days. Max 4-5 business days
- Alberta / British Columbia / Yukon / Northwest Territories / Nunavut: 5-6 business days. Max 7-10 business days
- New Brunswick / Nova Scotia / PEI / Newfoundland: 3-5 business days. Max 6-9 business days
For faster delivery, please select the appropriate shipping option at checkout
All items ship via Canada Post, FedEx or UPS using the following shipping options:
Canada Post (Shipping to Canada)
| Canada Post Expedited Parcel | Canada Post Xpresspost | Canada Post Priority | |
|---|---|---|---|
| Local: 1-2 business days | Local: next business day | Local: next business day | |
| Regional: up to business 5 days | Regional: next business day | Regional: next business day | |
| National: up to 9 business days | National: 2 business days | National: next business day |
Canada Post (Shipping to USA)
| Expedited Parcel USA | Small Packet USA Air | Tracked Packet - USA | Xpresspost USA |
|---|---|---|---|
| 4 – 7 business days | 5 – 8 business days | 4 – 7 business days | 2 – 3 business days |
Fedex (Shipping to Canada)
| FedEx Ground | FedEx 2 Day | FedEx Standard Overnight | |
|---|---|---|---|
| Local: 1-2 business days | 2 business days | next business day | |
| Regional: up to 4 business days | |||
| National: up to 7 business days |
Fedex (Shipping to USA)
| FedEx International Ground | FedEx International Economy | ||
|---|---|---|---|
| 2 to 7 business days | 2 business days |
UPS (Shipping to Canada)
| UPS Standard | UPS Express | UPS Expedited | |
|---|---|---|---|
| Local: 1-2 business days | next business day | 2 business days | |
| Regional: up to 4 business days | |||
| National: up to 7 business days |
UPS (Shipping to USA)
| UPS Standard | UPS Express | UPS Three-Day Select | |
|---|---|---|---|
| 2 to 7 business days | next business day | 3 business days |
PAYMENT
We accept Paypal, Visa, MasterCard and American Express.
Product prices are listed in Canadian dollars.
RETURNS
Easy returns
- We offer a whopping 60 day satisfaction guarantee!
- Unhappy with your purchase? Simply contact us for a returns authorization number and we’ll get you a refund in a snap!
Non-Defective Items
All products include a 30 day money back guarantee for a full refund or exchange.
If not fully satisfied with a purchase, customers have 30 days starting from the date of delivery to return the purchased item(s) to OutdoorTankless.com.
Returned items must be in a new, re-sellable condition and include the original packaging. Items that are returned in a state that makes it impossible to resell as new will not be accepted.
Shipping and handling fees are non-refundable and the cost of return shipping is the responsibility of the customer.
Before returning a product, please email us at returns@outdoortankless.com or call 800-201-1228 and we’ll contact you within 24 hours with return instructions.
Defective Items
OutdoorTankless.com honors the manufacturer warranty of each product and agrees to send replacement parts, perform repairs or replace a unit that has malfunctioned within the warranty period at no cost to the customer. OutdoorTankless.com ships replacement parts free of charge within the warranty period of the product.
DOA items or items that become defective within 30 days of purchase are eligible for no-charge shipping both ways.
If the item becomes defective outside the 30 day money back guarantee period but within the warranty period of the item(s), the customer will be responsible for the cost of shipping the defective item to OutdoorTankless.com. The replacement unit will then be sent back to the customer free of charge.
Before returning a defective item, the customer must contact Eccotemp technical support at 866-356-1992 and follow the troubleshooting steps as specified by an Eccotemp technician. OutdoorTankless.com will not accept defective products without a valid RGA # from Eccotemp Systems LLC.
Before returning a product, please email us at returns@outdoortankless.com or call 800-201-1228 and we’ll contact you within 24 hours with return instructions.
30 DAY FREE RETURNS
Our "30 day free returns" policy covers the cost of shipping back an item that has malfunctioned within 30 days after receiving the item.
Before returning an item, the buyer will need to contact Eccotemp tech support at 866-356-1992 and have followed the troubleshooting steps as specified by the Eccotemp technician.
SALES TAX
We are a canadian corporation and as such we are required to collect sales tax on behalf of the Canadian government.
See the following table regarding the tax rate for each province:
| AB | BC | MB | NB | NL | NT | NS | NU | ON | PE | QC | SK | YT |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| 5% | 5% | 5% | 15% | 15% | 5% | 15% | 5% | 13% | 14% | 14.975% | 5% | 5% |
BUSINESS ADDRESS
We are located at:
2426 rue De La Province
Longueuil, Qc, Canada
J4G 1G1
Introducing Onsen
Don't take our word for it! Here's what our customers think:
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“Works as advertised.....10 minutes to set up and instant hot water! ” - Philippe Gendron
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“Works great at my trailer, I use it to replace my old hot water tank. ” - Gregg C.
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“Excellent packaging and super super super fast shipping!! ” - Vincent
