Commonly Asked Questions
Do you have everything on your website in stock?
While we carry a number of items in-house, most of our equipment is kept in local warehouses. Some items may have to be ordered from Eastern Canada or the United States. In cases such as this, delivery times to our store may vary. If this applies to your Order, you will be contacted by one of our sales representatives for an estimated arrival time.
Do I need an account to purchase something from Vortex Restaurant Equipment?
Yes, each customer has to register an account before checkout. To register for an account, select “Register” upon checkout. By registering with Vortex Restaurant Equipment you may check your order history and current status at any given time, as well as making the checkout process quicker for recurring orders.
I am not a restaurant; can I still buy from you?
Absolutely! We are open to both commercial and residential purchasers.
I cannot find the exact product I am looking for on your site; can you obtain it?
We are only able to display part of our inventory online. If the product you are looking for is available from one of our suppliers, we may be able to order it for you. Please send us an email at firstname.lastname@example.org to speak with one of our sales representative. If we do not have exactly what you are seeking, we may introduce you to a comparable alternative. Let Vortex be your one stop shopping experience!
Do you sell used equipment?
We do sell a limited number used equipment pieces. Please contact us via email or telephone to confirm our inventory.
What does the warranty cover?
All new equipment is subject to the manufacturer’s warranty as explained on your Sales Order. Used equipment from Vortex Restaurant Equipment carries thirty days parts and labour warranty.
What is the warranty period?
New equipment is as warrantied as per the manufacturer’s specifications and time period. Vortex Restaurant Equipment warranties used equipment for a period of 30 days.
Who do I call for warranty repair?
During regular business hours, please call Vortex Restaurant Equipment, and we will take care of you.
Can I call Vortex Restaurant Equipment after normal business hours for repair?
We are unable to deal with repair issues outside of regular business hours. Any inquiries will be dealt with the next business day.
What payment methods do you accept?
Vortex Restaurant Equipment accepts these major credit cards: Visa and MasterCard. As well, we accept online PayPal, and Interact within our store. We also accept Direct Deposit and Certified Cheques. Normal cheques require five business days to clear before shipping.
Do you offer financing?
Vortex Restaurant Equipment is able to offer a wide range of financing options from leasing to our Rent-Try-Buy program.
Does the price include shipping?
The equipment price does not include shipping. A separate shipping quote should be obtained. The cost of shipping varies depending upon the size and weight of the equipment and its destination.
Do you ship outside of Greater Vancouver?
Yes, Vortex Restaurant Equipment will ship outside of Greater Vancouver. We utilize a logistics company which can deliver your equipment throughout Canada.
Will you set up my new equipment?
Within Greater Vancouver, Vortex Restaurant Equipment is able to offer, for an additional charge, the unboxing and setting-up/installation of your new equipment.
How long before I receive my equipment?
Once the full payment has been received, delivery is usually within two to three business days for in-stock items. For items requiring ordering, anticipated delivery to you is, on average, two to three weeks.
What is your return policy?
Any return is subject to a 25% restocking fee, and the equipment must be returned in the same condition in which it was received. If the equipment has been unpackaged or used, then we cannot accept its return. The customer is responsible for all shipping charges related to the return.