Frequently Asked Questions

Please take a moment to look through our frequently asked questions. If your query is not answered here then please feel free to contact us. You can view the answers by clicking the relevant question to your query.

Account Questions

Do I have to have an account to order from you?

Yes, industry professionals (example: manufacturing, contractor, architects,/designers, dealers) can register using this form.

Benefits include 24/7 ordering, order history, track and trace all orders, view pricing and stock availability and quick order entry.

How do I set up an account?

Please complete the following form to request an account – email it to info@hafele.ca

If you already have an account, but need sign in credentials, just email your request to info@hafele.ca -or- complete this form

Benefits include 24/7 ordering, order history, track and trace all orders, view pricing and stock availability and quick order entry.

I am a homeowner, can I buy from Hafele?

We sell directly to the professional industry (example: manufacturing, contractor, architects,/designers, dealers), we’d be happy to provide you contact details of a trade partner that you can purchase from.

Complaints and Returns

Where and How do I communicate a product quality, pricing or shipping issue?

Create a complaint online to notify us of a return request, pricing or shipment issue. This is a quick and easy way to communicate and solve the open issue!

To create a new complaint: 
       -Open an order
       -Check mark the line item
       -Select 'Add to complaint'

From there just fill in the detail and any note you may have - we will take it from there and get in contact with you!

For step by step screen shots, follow along with the below images.  

 

Sign in

 

Filter to find, and then click on the order

Scroll to the item(s) and mark it with a check, click 'Add to complaint'

Fill in a description of the complaint

Add any other items from the order that you may not have checked off in the above step

Set the quantity and reason for complaint, and upload any photos

Click send - we will take it from there!

If you'd like to see the complaint after entering, it can be accessed in the My Account area

 

 

Ordering

How are Curbside pickups handled?

1) Place your order - we will review stock/ETA with you.
2) You will receive a phone call when your order is ready.
3) Pick up at rear bay door, signage marks the area
     Call 800-423-3531 when you arrive.
4) Staff will bring out your order and place it on a pallet
     No signature required.

 

Q. What is the timeframe can I estimate to pick up after placing an order?
A. 90 minutes from the time of placing an order.

Q. How will I know when my order is ready?
A. You will be called to confirm when this is ready.

Q. What are the hours for curbside pickup?
A. Between 10:00 AM and 5:00 PM Monday to Friday

Q. What is the pickup address?
 A. Häfele Canada Inc.
     5323 John Lucas Dr
     Burlington, ON L7L 6A8

Q. Where is the pickup area?
A. First bay door located at rear of building – Exterior signage marks area.

Q. What do I do upon arrival?
A. Call (800) 423-3531.

Q. How will goods be handed off?
A. Our staff will open the overhead bay door and transfer the items to a pallet located outside. You will retrieve the items. Our staff will remain at a distance of at least 6 feet during this process.

Q. Do I have to sign anything?
A. No signature required, we will record the date and time of the pickup.

Q. What if I forgot to order something?
A. Place the new order as you normally would (www.hafele.ca / email sales@hafele.ca / phone (800) 423-3531). New orders will be prepared within 90 minutes, provided items are in stock.

When do I need to get my order in to have it ship today?

Orders entered by 2:00PM ET each business day ship that day

How do I know if a product is in stock?

Once logged in to your account, stock levels are available to view on the product page prior to purchase, or at stage 1 of the basket (review you order). Should you order an item that is out of stock a lead-time will be displayed on screen if known. If the lead time states “to be confirmed” we will reach out to you with the lead time after it’s been confirmed.

How can I choose a future shipping date for my order?

You can request a shipment date for each line item in your Shopping Cart. For items that you’d like shipped at a future time, simply select the date from the calendar.

Can I choose between having items ship as they are available -or- all at once?

One the shipping page during checkout you can select between shipping items ‘complete’ or ‘when available’. By default items will ship as they are available.

How can I apply my PO number to an order?

A PO number can be applied to each item individually inside the shopping cart. To apply a PO to all items at once, you can skip updating PO numbers in the cart, and apply a single PO number to the order on the shipping page during checkout.

If you would like to apply item level PO numbers and also have an overall reference on the shipping page, all info will be retained and shown on your confirmation and invoice.
 

How can I select from my shipping addresses?

On the shipping page during checkout, you will be shown a listing of all the shipping addresses available to you. To request a new shipping address to be created please supply the address here.

Website Questions

How do I add additional users to my account?

As the main user for your account, you’ll be able to add additional users to have access: After signing in go to ‘My account’ and select ‘User management from the options.


Adding a new user is as simple as clicking ‘Add new user’ and then filling in their details. Notable options for the co-user setup are:

Pricing shown: Can be configured based on needs
Ability to place orders: Yes or No
Ability to share wishlists: With other users or only see their own


Once set up, please communicate the sign in details as no email is sent upon creation. Include the account number, username and password.
 

I can't sign in, what do I do?

If you have co-user access and your credentials aren’t being accepted, try logging in as a co-user by ticking the ‘Sign in as co-user’ box at the top of the Sign in/Register screen. This will ask for your account number, user name and password. The admin user for your company can help you recover your sign in details.


If you are the admin user and are having issues, use the forgotten password area, contact us here, or phone us at 800-423-3531.
 

Where can I find my wish lists?

Your wish lists are within the 'My Account' section and are only visible if you are logged in.

Where are my saved addresses?

Your saved addresses can be viewed on the shipping page during checkout, or through the My Account section of the site. A default shipping address can be assigned in this area.

Where can I report any issues I am having with the website?

Please email info@hafele.ca or call 1-800-423-3531 if the issue is urgent.

General Questions

Who is my contact and how do I get in touch with them?

For any inquiry you can get in touch with us at info@hafele.ca, we will take care of everything from there.

What is the warranty for Häfele products?

Häfele warrants for a period of one (1) year from the date of shipment the goods supplied to buyer (subject to terms)