Call Us Today at: (519) 737-7333

FAQ

General & Company

What is BlueWater's Customer Service policy?
100% customer satisfaction is BlueWater Heater's mission. Our commitment is that if you are not satisfied with any of your products, please contact us within 24 hours of delivery, and we will correct the situation. If you have any questions, feel free to call us on 519-737-7333 during business hours (9am - 5pm Eastern Standard Time EST), or email us at info@bluewaterheater.com for a prompt response.

What are your hours of operation?
Our office is open 9am - 5pm EST (GMT -5, -4 in winter), and closed for recognized Canadian holidays.

Products

What product lines does Bluewater Heater sell?
We represent the product lines of the below listed manufacturers, as well as our own manufactured and BlueWater branded products.

Watlow, RKC, Marathon Heater, Arico, Aitken, and Slide (show logos with Links to sorted product category page, same as links from current homepage).

Shopping Cart & E-Commerce

Can I save my shopping cart and come back to purchase it later?
Yes. Once you register, you will have a secure login, and all of your information from previous visits (and purchase history) are saved to your account.

Order & Payment Processing

Order online using our secure e-commerce system, or call 519-737-7333 where our Customer Service Department is available Monday thru Friday, 9am to 5pm EST. All orders received by e-commerce will be confirmed by phone, Fax,or email. The pricing online applies to all internet or phone orders. If you are placing an order online it will be processed as soon as it is received into our e-commerce system (where there are no credit or shipping issues).
Orders submitted overnight, on weekends, or on national and company holidays will be entered into our system the next business day.
Promotions that require using a Promotional Code including (but not limited to) the "Deal of the month" are only valid for online orders purchased through bluewaterheater.com's shopping cart. Promotion codes may not be used on account orders with credit terms or in conjunction with any other discounts or quoted pricing.

What forms of payment do you accept?
Visa and Mastercard are accepted for all e-commerce online orders.

How quickly is my order processed?
Orders begin processing the same business day they are received. In-stock products are shipped same day for orders received by 2pm (EST), while non-in-stock products and customized items require various additional processing times.

What if there are backorder items in my order?
You will be contacted by phone and/or e-mail to confirm if you prefer to receive the items available immediately, and then a subsequent shipment of backorder items, or receive all of your goods in the same shipment.

In what currency is my transaction?
Our pricing is based in Canadian dollars. If you purchase with a USA or Internationally based credit card, your credit card will exchange into your USD$ or local currency for the charge on your card.

What about sales taxes and duty?
Only Canadian customers are charged HST at 13%. USA based and international customers are not charged any sales taxes, however there may be duties payable based on your country's importing requirements.

Shipping

How much is shipping?
The charges listed for shipping are automatically added to your shopping cart. These are calculated by weight and distance.

Additional charges may be added for orders being shipped out in two or more shipments. This would be confirmed and approved by you by phone and/or e-mail.

Please note that any products considered oversize by our shipping partners may have extra freight costs. Our e-commerce system calculates shipping rates, but in a small number of cases, additional charges may be required. You would be contacted by phone and/or e-mail if your order requires unique shipping charges.

When will my order ship?
Orders for in-stock items will typically ship the same day or the next business day via FedEx or UPS ground. Priority shipments of in-stock items must be received by 2:00pm EST to guarantee same-day shipping. Other products, including backorder or non-in-stock products are shipped as soon as they are available.

What are my shipping options?
All Canadian, USA and International customers may choose from same day ,next day and standard shipping options from our shipping partner, UPS. Any next day air deliveries must be clearly identified and additional shipping charges will apply.

Please note that UPS does not deliver to PO boxes.

If another type of carrier is desired, please indicate the company and your account number that we can bill for this service at the final checkout page when placing your order.

It is our policy to ship all backorders FedEx or UPS ground pre-paid.
Shipping exceptions for CANADA: Newfoundland, The Territories, & Northern & Non-Mainland BC – call for freight policy.

Returns, Refunds, Exchanges or Cancellations

For fastest response time please make all return requests by email to info@bluewaterheater.com.

bluewaterheater.com is liable for the cost of defective product. Carriers are responsible for goods lost or damaged in transit. Any claims for shortages should be made with bluewaterheater.com within 48 hours after receipt of your shipment.
An order may be cancelled if it has not yet left our warehouse for in-stock items, or at bluewaterheater.com's discretion for other items.
All returns require a return authorization (RMA). Product shipped back to bluewaterheater.com without a valid return authorization number will be refused at the senders expense.


All returns require an off-setting order of equal value and/or may be subject to a restocking fee.
bluewaterheater.com offers return of goods in exchange for an order of equal value. bluewaterheater.com may impose a restocking charge up to 20% for any such returned goods. Customers desiring to return products must do so within 30 days. Any returned product must be in unused condition and in the original packaging. A Return Authorization Number is required – please call 519-737-7333 to speak with a Customer Service Representative.

bluewaterheater.com is only able to accept returns of select products and is at complete discretion of bluewaterheater.com. Products deemed "made to order" are non-returnable, although we do our best and are available to ensure you order exactly what you require.

Product returned from any source will not be accepted unless bluewaterheater.com has provided a Return Authorization Number in advance. All returns MUST be freight prepaid by the customer.

Warranty

All bluewaterheater.com products carry a minimum 1 year warranty from date of purchase against defects in materials and workmanship (assuming normal and proper usage). If a product proves defective in materials and workmanship within one year from the date of purchase bluewaterheater.com will repair or replace it. Certain controls carry a 3 year product warranty by the manufacturer. This warranty is void if a defective product is found to be wired incorrectly or not properly fused. All customers are responsible for reading the product manuals and using sound installation, wiring, and programming as noted in the product manuals. In the case of programming errors Bluewater Heater Inc. will assist you via phone or email to resolve programming issues.

bluewaterheater.com’s sole liability and the customer's sole remedy is limited to either: (1) repair or replacement of the defective parts or goods; or (2) if after a reasonable number of attempts bluewaterheater.com is unable to provide you with a product that meets the above warranty we will refund the purchase price for that product.

For those products sold by bluewaterheater.com but manufactured by a third party, we make no express warranties whatsoever and all such products are sold AS IS, WHERE IS. However we will try to pass along the benefit of any warranties provided by the third-party manufacturer. The terms of these warranties are usually included in the materials accompanying the product.

bluewaterheater.com warranties do not apply to products that have been subject to abnormal use or conditions, unauthorized modifications, unauthorized repair, misuse, neglect, accident, alteration, improper installation or other acts which are not our fault including damage caused in shipping. The bluewaterheater.com warranty also does not apply to any product that has been damaged by external causes such as fire, flood, sand, dirt, lightning, exposure to weather, acts of God, theft, improper use of any electrical source or connection to a product not recommended in writing for interconnection by us. bluewaterheater.com does not assume any responsibility for your product design.