Frequently Asked Questions

Product Availability

• Need it ASAP? Get it today or tomorrow!

  With thousands of appliances in stock, we are able to offer same/next day delivery and pick up in some major cities. This part of our quality service allows you to get back to your day-to-day tasks as quickly and smoothly as possible. Some conditions may apply, contact us over live chat, phone or in-store for more details.

• When will I get my appliances?

  If time is critical, chat with us, or call our stores. Depending on their availability, appliances can take a few hours or a few days to bring into our warehouse. Some products will be specially ordered for you and may have a longer timeframe. For new orders, check the availability directly on the product page on our website, or for existing orders, check Manage my Order to get an estimate of when the product will be available to schedule pick up or delivery.
  
  
  

• How can I tell if the appliance I want is on display in a store?

  Check out the "Click here to see showrooms with this item on display to order" feature on each product page. This section will indicate which store you can see specific models in person. If the model you would like is not on display, chat with an Account Executive to find similar models on display.

• What is my item status?

  Many of our appliances are in stock. Once you have submitted your order and your payment has been approved, your item will be available in 1-2 business days for pickup or to schedule delivery. There may be times when an appliance will not be in stock but on the way to our warehouse. Each product shows the approximate availability time. If time is critical, chat with us, or call our stores so we can find something in stock to meet your needs.

• What does "In Stock" actually mean on your website?

  "In Stock" means the item is physically present in one of our 7 distribution centers (Toronto, Montreal, Vancouver, Calgary, Ottawa, Halifax, Winnipeg). Our inventory system syncs hourly. If it says "In Stock," it is sitting in our warehouse ready to ship.

• What is the difference between "In Stock" and "Available"?

  • In Stock: Ready to ship from our warehouse immediately.
  • Available: We can order it from the manufacturer, but it is not currently in our building. Lead times vary by brand

• How will I know when a backordered item comes in stock?

  You will receive an email once your product has come in stock and is available for pick-up/delivery. Follow this link to schedule your pick-up/delivery date.
  
  
  

• Special Order Items

  Manufacturers have a lot of appliance options to satisfy your kitchen / laundry goals. For more information please contact an Account Executive through live chat or in-store. Please note: Special orders usually require a longer lead time to bring in. Please note you will be charged in full at the time the order is placed.

• Do you really have 40+ showrooms?

  Yes. We are not a dropshipper. We have physical brick-and-mortar showrooms across Canada in Ontario, Quebec, Alberta, British Columbia, Manitoba, Saskatchewan and Nova Scotia. You can visit us to see top-selling models in person.

• Why was my order delayed if the website said "In Stock"?

  In very rare cases, simultaneous orders can claim the last unit before the server refreshes. If this happens, our team will contact you to offer an immediate alternative or a precise ETA.

• Where are your retail locations?

  CAS has over 40+ locations Nationwide! Check our store-locator to find the store nearest you.
  
  
  

• How long will it take to deliver my appliances?

  You will receive an email once your product is available to deliver. Follow this link to schedule your delivery. Delivery days vary based on your geographic location. Please schedule your delivery online or contact our customer service team for details on availability.
  
  
  

• Do you sell open box, scratch-and-dent, or used products?

  We only sell brand new, factory-sealed products. Every item we sell comes with the model number and unique serial number on the unit which can be used to verify its authenticity with the manufacturer. We never sell used or refurbished units. All new products come with a minimum of a one-year manufacturer's warranty. We have thousands of products in stock and ready for delivery within days. Products not in stock can typically be delivered within five to ten business days. Please allow a few weeks for special order products. Our Woodbridge, Laval, Ottawa East, Surrey and Calgary showroom locations have a clearance section that sells open-box and scratch-and-dent units. These units are clearly marked as “Floor Model” units and must be inspected by the customer in store prior to purchase. Most floor models and open box units carry a manufacturer's warranty (exceptions apply). Warranty does not cover existing defects and damage on the item (such as scratches, dents, or missing pieces). We never sell any used appliances..

• What is the exact difference between "Brand New" and "Open Box"?

  • Brand New: 100% factory-sealed, never opened, sourced directly from the manufacturer. Comes with full 1-year (or more) manufacturer warranty.
  • Open Box: The factory seal was broken (e.g., a customer return or floor model). It may have minor cosmetic imperfections but is fully functional. These are sold at a discount and clearly marked.

• Do you sell open box, scratch-and-dent, or used products?

  No. We do not sell used appliances (units that have been installed and used in a home). We strictly sell "New" (Sealed) and "Open Box" (Unsealed but unused/floor models). We are an authorized retailer, not a second-hand dealer.

Pricing

• What is your advertised price guarantee?

  As part of our commitment to our valued customers, we are pleased to offer a price match guarantee designed to ensure you receive competitive pricing on products purchased from us.

  For more information, our Price Matching Policy can be found here.
  
  
  

• When is my balance due?

  NOTICE: Full payment is due 15 days before scheduled delivery or within 18 months of first payment. Luxury Brands (Thermador, Dacor, Monogram, Jenn - Air, etc.) require payment 30 days prior to scheduled delivery. Luxury items require full payment to be ordered from the manufacturer.. *For pick up orders, the remaining balance must be paid at the time of pick up.
  

  Come visit us in store and speak with a very knowledgeable sales representative who will guide you through every step of your purchase.

• Can I get a quote for a full kitchen package?

  Absolutely. "Bundling" is the best way to save. Contact our sales team via chat or phone, and we can build a custom package (Fridge, Range, Dishwasher) that often unlocks manufacturer rebates not visible online.

• Are there hidden environmental fees?

  No, they are not hidden. Environmental Handling Fees (EHF) are provincial government-mandated fees for electronics and appliances. We are required by law to collect them and remit them to the stewardship programs in your province. They are clearly listed at checkout. The exception is Quebec where legally we can tell you they are included in the price, but we can not disclose the amount.

Placing an Order Online

• Can you buy major appliances online?

  CAS can accommodate your appliance purchase, whenever and however you're comfortable with. Every customer receives the same experience. When it comes to buying a major appliance like a refrigerator, washing machine, or anything else, picking the right retailer is as important as picking the right brand or model. CAS Customer Care Team handles your order to ensure effective service, and communication. Our Delivery teams bring the product directly to your home with their “white glove” delivery service.

• What are the online payment options?

  CAS accepts the following payment methods online:

  Visa

  Mastercard

  American Express

  Paypal

  Financing – CAS offers a number of financing options*. See in store for detail
  

• I need to change something on my order. How can I do that?

  If you have placed your order online, please reach out to us at 1-877-374-3439, we’d be happy to modify your order prior to shipment. For orders placed in store, we encourage you to reach out to your Account Executive directly, or our Pre-Delivery team at 1-833-227-0500

• What does my order status mean?

  Four order statuses refer to:

  1. Shipped: Once your order has been successfully delivered, the order is updated “Shipped”.

  2. In Stock: If the item is in stock and is ready for delivery and/or pick up.

  3. Ordered: If your item is on order, you will see an estimated date. Please note these are based on Manufacturer availability and are tentative to change.

  4. Back Ordered: Item is delayed with the manufacturer. Production dates are tentative, and subject to change. 5. New Order: If you have recently placed an order, or have a greater than usual lead time, your order will be reflected as New Order. .

  If you need to change or cancel your order, please contact us.

• Can I pick up my purchase in person?

  Yes! Pick up orders require a 45% deposit to activate the order. All remaining balances must be paid at the time of pick up. Once a pick up is scheduled at one of our designated locations, an email confirmation will be sent to you as soon as the item(s) become available for pick up.

  In order to pick up your item(s), you must bring your: Order Number, Valid Photo Identification with the matching address, and the Credit Card used to place the order.

  If you are picking up a large appliance, please ensure that you bring along someone to assist you with loading the item into your vehicle. Please note: Some pick up locations have size restrictions.
  

• When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

  Please check the credit card number, and expiration date on your credit card as well as the billing address associated with your card. All of these must match the bank's information to be accepted.

Payment Information

• What payment methods do you accept?

  We accept the following payment options:

  Visa

  MasterCard

  American Express

  Interac Debit

  0% sales financing options available*. See in-store for details.

  Certified cheque & cash payments Accepted in store

  Orders will not be processed until we receive the cheque, please allow 5 business days for deposit..

  No prepaid credit cards.

• Do you offer financing?

  CAS offers flexible financing options to help you find the appliances that fit your budget and lifestyle. See in-store for details.

  Please note: Financing is only available in-store at this time.

Returns

• What is your return policy?

  • Factory-sealed products can be returned for a full product refund within 60 days of delivery or pickup.*
  • *All Ventilation products, Microwave Ovens, Accessories, Floor Models and Open Box items are final sale.
  • Youtube Channel Video

• What happens if my item arrives damaged?

  We do our best when delivering products to minimize damages. There are times that a unit may arrive damaged. It is very important to inspect the item upon delivery. If you notice any dents or punctures on the package please refuse the delivery or make note of it on the bill of lading.

  If the unit was accepted and signed for and concealed damage is found, the damage must be reported within 48 hours of receipt. Damage can be reported by completing the Returns and Exchanges form. If the item is refused on delivery due to damage, we will take every possible step to get you a new unit as soon as possible. If the item is accepted on delivery and requires minor repair, we will send an authorized service technician to try and repair the unit. If the item is deemed non-repairable by an authorized technician, we will send a replacement unit and pick up the damaged unit. It may take up to 10 days for a service appointment.

• What happens if I open the box and find concealed damage?

  If you unbox your appliance and find damage (e.g., a dent on the side), do not install it and keep the packaging. Report it to us within 48 hours. This is covered by our exchange policy or the manufacturer's warranty. You will not be charged for a damaged exchange—we will swap it for a new unit.

• Can I return a "Special Order" item?

  "Special Order" items are ordered directly from the manufacturer (e.g., Thermador; Monogram) specifically for your home. Because we do not stock these in our regular inventory, they are generally non-returnable unless defective. 

• I read a review saying someone got a dented fridge. How does that happen?

  Freight damage happens in ~1% of all large appliance shipments across the industry. If a unit arrives dented, it is a carrier handling issue, not a "used product" issue. We resolve this by exchanging the unit, provided the damage is reported within 48 hours.

Product Protection Plan

• Do your appliances come with a warranty?

  Yes. Because we are an Authorized Canadian Retailer for brands like LG, Samsung, GE, and Whirlpool, every new appliance comes with the full Manufacturer’s Warranty (typically 1 year parts and labor). You receive the exact same coverage as you would buying from any major department store.

• Who handles the extended warranty?

  We partner with Comerco (formerly iA Service Plan) to provide our "Performance Protection Plan." This is not a generic in-house warranty; it is backed by one of Canada’s largest insurance companies, covering 100% of parts and labor with no deductibles.

• Do you offer a product protection plan or extended warranty?

  CAS has partnered with Comerco (formerly iA Service Plan) to provide our customers with the best Product Protection Plan available on the Canadian market. This plan will protect you against the expensive and sometimes recurring costs of repairs and assure you that your products will operate up to the manufacturer's specifications.

• Why should you purchase a product protection plan?

  The best thing you can do to protect your appliance is purchase a product protection plan. Most brands include only a year of full coverage, even on appliances that cost $2,000 or more. According to experience, almost all fridge repair issues occur in the first four years of ownership. Purchasing a product protection plan will protect you against the expensive and sometimes recurring costs of repairs and assure you that your products will operate up to the manufacturer's specifications.

• How do I get service on a product with an extended warranty?

  For service, contact Comerco (formerly iA Service Plan) directly. Comerco contact information can be found here: Web https://secure.comerco.com/en-ca/servicerequest/registration/ or by Phone 1-877-710-4653

• For Customers in Quebec:

  Legal Warranty for Québec Residents ONLY The Consumer Protection Act gives you a warranty on all goods purchased from CAS subject to normal use and care for a reasonable length of time. The goods must be usable: For the purposes for which they are ordinarily used (section 37 of the Consumer Protection Act); and In normal use for a reasonable length of time, which may vary per the price paid, the terms of the contract and the conditions of use (section 38 of the Consumer Protection Act). For additional information on the legal warranty, visit www.opc.gouv.qc.ca or call 1-888-672-2556.

Delivery, Installation, and Haulaway Services

• Where do you deliver?

  CAS has locations across Canada. Please enter the delivery postal code on any product page to determine the cost, product availability, and the ETA for delivery to your area. Check our store locator to find the store nearest you. Contact our Account Executives through Live Chat to determine if you are in our delivery area or arrange store pick up if you live outside our delivery area.

• What are the delivery options?

  There are also additional delivery services you can purchase to ensure all your delivery needs are met. In local service areas ,the delivery service will unbox, level, and place fridges, ranges, washers, dryers and freezers where you request. The Delivery service does not include any removal of internal packaging or installing handles The delivery team will remove and all packaging on larger items. Smaller appliances such as microwaves, range hoods, dishwashers and accessories etc. will be left in boxes. Additional charges apply for unit relocation/removal, door reversal, assembly of stacking kits, and installation of pedestals.

• What do you charge for delivery?

  Delivery charges start at $0.00, and are based on the type and number of appliances in the order as well as proximity. Different rates and service levels are available depending on your location and the specific needs for your delivery.

• Who do I contact if I have a question about my delivery?

  If you have any questions about your delivery, please contact your Account Executive, or our Pre-Delivery team at 1-833-227-0500.

• Can you install my new appliance?

  We offer installation in our local delivery areas for washing machines and electric dryers only. If you are looking for installation on any other type of appliance, we can arrange a quote from one of our installation partners. See our installation page for more details. For insurance purposes, we are unable to hook up gas lines, and water lines.

• What to do with my old appliance?

  For a small fee, CAS can arrange to take away your old appliances, worry-free and in compliance with all local laws and safety regulations. If you choose to dispose of your old appliances on your own, please be aware of the laws around appliance disposal. Please ensure all appliances are unplugged, emptied and unhooked prior to our arrival. CAS third-party' delivery personnel do not unhook old appliances from plumbing or gas fittings. The unit being removed cannot be larger than the one we are delivering. If you have paid to have your old appliances removed please ensure the following are completed before the team arrives:

  - Appliances are completely disconnected from all water, electrical and gas connections and emptied.

  - Stacked washer/dryer units are unstacked.

  -Fridges and freezers are defrosted and water lines disconnected.

  -We do not uninstall pedestals. If you choose to keep them, make sure they are uninstalled prior to delivery.

  - The delivery company will not install new appliances on old pedestals

  Note appliance removals are an additional charge.
  

• Will the appliances fit in my home or designated area?

  Check the specifications section for your appliance on its product page to ensure it will fit the intended space. Measure any doorways, hallways and stairways in the delivery path to be sure they are large enough to accommodate the appliance and then measure them again, just to make sure. If a haul-away fridge or freezer can’t fit through the main door with the doors on, the doors will have to be removed before the delivery team arrives.

• What time do I expect the delivery?

  The evening before delivery you will receive a 3-hour window for delivery to the phone number supplied at time of sale. Delivery windows are estimates and are not guaranteed as we cannot account for unexpected delays on the road. We will do everything in our power to meet the agreed upon date however in the event that we are unable to make your date because of situations out of our control CAS can not be held responsible for missing a scheduled delivery date.

• How do I prepare for delivery?

  For safety reasons the delivery team is unable to remove boots while delivering your new product. We recommend that you lay out floor coverings to protect your home from damage. The delivery service will not remove stairway railings. Make sure the driveway and paths to the door are clear and clean. Make sure door openings, stairways and paths are large enough and clear of debris, to be able to deliver your new product comfortably to avoid any damages and delays. Someone over the age of 18 must be present at the time of delivery to sign for the delivery. If your delivery requires more than two delivery personnel, you may incur additional charges. If you are not present at your home at the time of delivery or unable to receive your delivery on the date arranged by you and the delivery department, you will be able to request another delivery date at our earliest convenience. A second delivery charge will apply.

• I’m not always home, how will I be sure I won’t miss my appliance delivery?

  On the day of delivery, you will have real-time access to see the truck carrying your new products! When you purchase either in store or online you will be provided a unique order number. By logging in on the Manage My Order page, you will have instant access to see the location of the delivery truck with your new appliances.

• Who delivers my appliances?

  We use a dedicated fleet of brokers nationwide to complete the final delivery in the consumer's home. These are delivery professionals experienced in Big and Bulky deliveries.

• What is included in Standard Delivery vs. White Glove?

  • Standard (Threshold) Delivery: The driver brings the box to your front door. They do not enter the home.
  • White Glove Delivery: The team brings the appliance into your room of choice, unboxes it, and removes the packaging. (Available in select regions for an additional fee).

• Will the delivery team install my gas range?

  For safety and liability reasons, delivery teams are not licensed gas fitters or plumbers. They can bring the unit in, but they cannot legally connect gas lines or hardwire dishwashers. Our partner Quick Contractors provides these services post delivery.

• What if the delivery driver refuses to go upstairs?

  Safety is the priority. If a staircase is too narrow, steep, or curved for a 300lb fridge to pass safely, the driver has the right to refuse the lift to prevent damage to your home or injury. Please measure your path of entry before delivery.

Parts and Service

• Where can I get a part for my appliance?

  You’re encouraged to contact the Manufacturer for your product. Alternatively, there are a few Parts Retailers such as Reliable Parts and Marcone, that carry most pieces to fit appliances from almost every manufacturer, whether you purchased from CAS or not.

• Is my item covered by warranty?

  All new products come with a minimum of one-year manufacturer’s warranty (some exceptions apply). This provides peace of mind knowing that our products are fully backed with the support of the manufacturer. We offer protection plans on most of our products that provide additional coverage which includes all parts and labour for a predetermined amount of time. We offer the option to purchase an additional one to four years at competitive prices to give you peace of mind for your new purchase. Protection plans are provided by a third-party vendor. All manufacturers supply a warranty card inside the box that will be honored at any authorized service depot. All manufacturer warranties cover home and personal use only. Warranties do not cover products used in professional, business or commercial environments.
  
  
  

  Manufacturer/Vendor Contact Information

  For repairs or service within the first year or two of ownership, please contact the manufacturer warranty directly using the phone, email, or online booking portal listed below:

   

  Manufacturer	Length of Warranty	Phone Number	Email	Online Service Portal
  AG International Elica & Kobe	2 years	1-888-651-2534	info@agintl.qc.ca aftersales@elica.com
  Beko for Blomberg	2 years	1-855-643-2356		https://www.beko.com/us-en/support/contact-us
  Blue Star	2 years	1-800-449-8691	sales@bluestarcooking.com
  Broan/Nutone/Venmar	1 year	1-800-567-3855		https://help.broan-nutone.com/en
  Bosch/Thermador	1 year	1-800-944-2904	https://www.bosch-home .ca/en/service/contact-us /repairs	https://www.bosch-home.ca/en/service/get-support
  Dacor	2 years	1-844-509-4659		https://www.dacor.com/ca/owner/support/contact-us/
  Danby/Silhouette	1-2 years	1-800-263-2629	https://www.danbyapplia nceparts.ca/contact-us/	https://www.danbyappliance/
  Distinctive (Eastern Canada only) for Bertazzoni, Cavavin, Coyote, Faber, Falmec, Fulgor Milano, Huebsch	1-2 years	1-800-561-7265		https://www.distinctive-online.com/pieces-service/
  Electrolux/Frigidaire	1 year	1-800-265-8352		https://support.frigidaire.ca/repairs/information
  Forno	2 years	1-866-231-8893		https://forno.ca/support/
  Hamilton Beach/RCA	1 year	1-800-968-9853	parts@curtiscs.com	https://www.curtisint.com/product-support/
  Hisense	1 year	1-855-344-7367		https://www.hisense-canada.com/en/support/service-request/
  LG	1 year	1-888-542-2623		https://www.lg.com/ca_en/support/productsupport/repair
  Mabe for GE, GE Cafe, Haier, Moffat & Monogram	1 year	1-800-561-3344	service@geappliances.ca	https://service.geappliances.ca/servicio
  Midea	2 years	1-888-365-2230		https://midea.dexwell.com/service-request
  Pacific Specialty Brands (Western Canada only) for Capital, Cavavin, Falmec, Faber & Fulgor Milano	1-2 years	1-604-430-5253		https://www.cognitoforms.com/PSB4
  Samsung	1 year	1-800-726-7864		https://www.samsung.com/ca/support/emailsupport
  Sharp	1 year	1-866-437-4277		https://sharp.ca/en/contact-sharp
  Thor	2 years	1-877-288-8099		https://www.thorkitchen.ca/service/
  Whirlpool Amana, Jenn-Air, Maytag, KitchenAid	1-2 years	1-800-807-6777		https://www.whirlpool.ca/en_ca/schedulerepair.html https://www.whirlpoolparts.ca/en_ca.html

   

  Extended warranty

  Comerco (formerly iA Service Plan) Extended Warranty     1-877-710-4653     https://secure.comerco.com/en-ca/servicerequest/registration/ 

  Once the 1-2 year manufacturer warranty has expired, your extended warranty coverage begins. To confirm your extended warranty provider and effective dates, log in to Manage My Order and review your warranty paperwork. 

  
  

  When contacting them, please make sure you have the following information ready:

  The type of appliance

  The manufacturer or brand

  The model number and serial number

  The specific problem that you're having

  Our Customer Care can also connect you with the Manufacturer who specialize in servicing your appliance brand.

• Why is it hard to reach a sales agent after I pay?

  Sales agents are floor staff assisting in-store customers. For post-purchase support, we have a dedicated Customer Care Team handling pre delivery inquiries, Home Delivery Team handling delivery inquiries and an After Sales Team handling post delivery needs. This ensures your delivery or service issue is handled by a specialist, for your specific need.

• How do I escalate a service issue?

  The fastest way to open a ticket is with our Customer Care Team.

Contacting Us

• What are your business hours?

  Check our store locator to find out your local store's regular operational hours. Shop from the comfort of your own home at all hours of the day on the website.

• Do you offer Live Chat support?

  Live chat with a local CAS Account executive is available during business hours and or leave us a message at all hours, and we’ll get back to you promptly. Our Live Chat Agents are experienced appliance representatives with many years of experience, and they work closely with our local store teams.

• How else can I contact you?

  Sales 1-877-374-3439 / sales@caslp.ca
  Before Delivery - 1-833-227-0500 / cs@caslp.ca
  After Delivery - 1-866-282-8856 / aftersales@caslp.ca

• How can I find you?

  We have showrooms nationwide with hundreds of kitchen and laundry room appliances on display. Come visit us in store and speak with a very knowledgeable sales representative who will guide you through every step of your purchase. Visit our contact us page for phone numbers and email addresses for all our locations. For service-related inquiries, visit our Returns/Warranty page.

• Is Canadian Appliance Source a legitimate company?

  Yes. We have been serving Canadians for over 15 years. We are a registered business with the Government of Canada, an authorized partner of every major appliance brand, and we employ hundreds of Canadians across 7 provinces.

• Why do you have mixed reviews online?

  A: "Context is key. We ship tens of thousands of appliances every single month. The vast majority of our customers are thrilled with their savings and never post a review, while those who encounter a rare carrier delay are highly motivated to post. We have a 4.5-star rating on verified platforms like Trustpilot because the overwhelming majority of our customers get exactly what they wanted: A brand new appliance at an unbeatable price."

• Do you sell to contractors and builders?

  Yes. Our Commercial Division works directly with developers, property managers, and renovation contractors. We offer volume pricing, dedicated account managers, and flexible delivery scheduling for multi-unit projects. They can be reached directly at commercialsales@caslp.ca.

• Do you offer "Tax Exempt" sales for Status Card holders?

  Yes. We honor all tax exemption laws.

• Do you work with Insurance Claims?

  Yes. We regularly work with insurance companies to replace appliances damaged in floods or fires. We can provide formal quotes for your adjuster.