Frequently Asked Questions
1- How can I place my order with ThePVSource?
ThePVSource accepts orders on-line, by email or over the phone. If you would prefer to place your order over the phone, you can add the items to your shopping cart, print the list and call us at 1.877.464.7657. You can also print the items on your shopping cart and fax it to 519-258-6664 and we will confirm your order right away. If you are not sure what to order, feel free to call our professional customer service department at 1.877.464.7657 to help you out.
2- What is the estimated processing time?
Orders can take up to two business days to process and will ship within five days after you order has been placed unless otherwise communicated. If you need an item on your order by a specific date, please check with our customer service department regarding availability and possible shipping options
3- Are the items on your website always in stock?
Most of the items on our website are in stock and ready to ship. If any of the items you order are not in stock, our Customer Service department will get in touch with you via phone or email. You can decide to wait for that item or simply cancel it from your order.
4- What happens if you do not have stock to fulfill my order?
If only some of the items on your order are not in stock, your order will ship incomplete. The items that are not in stock will be placed in back order and estimated shipping dates for these items will be provided. Please keep in mind these are only estimates and ThePVSource does not guarantee to deliver them on that specific date. You can always cancel the order if you do not want to wait.
5- How can I modify an order I placed?
You can make modifications to an order you have placed provided it has not yet been processed and shipped. If you wish to cancel some of the items we have shipped you will be subject to the normal 15% restocking fee. Please contact our customer service department immediately for any modifications with your order number.
6- Where do I check the status of my order?
You can always check the status of your order by logging into your account at ThePVSource and going to the link “My Orders”. Here you will find latest information on your order. You can also call our customer service team anytime with your order number to find out more.
7- I have some technical questions regarding products you sell, who can I contact?
We have a dedicated technical support department that will be happy to answer any questions. You can email us at technicalsupport@thepvsource.com or call 1.877.464.7657 Monday to Friday 8:30 am to 5:00pm Eastern Time.
8- How will my order ship?
Our preferred carrier is FedEx. Your order will ship via FedEx Ground or FedEx Freight depending weight and dimensions of the items you ordered. The shipping costs calculated at check out are only estimates. If the actual shipping costs differs from the shipping cost on your shopping cart we will contact you to let you know.
9- Where is my shipment?
ThePVSource will keep you informed on the status of your order as much as possible via e-mail. Once your order has shipped, you will be provided with a tracking number via email.
10- How long will it take for my shipment to arrive?
ThePVSource will try to deliver your order within 14 days; however, due to the nature of the products we deal with, we cannot guarantee any delivery dates. you can rest assured we will be working to deliver your order as fast as possible.
11- I received an incomplete order, how should I proceed?
If some of the items on your order are missing, please notify us immediately at customerservice@thepvsource.com or call 1.877.464.7657.
12- My order has damage items, how should I proceed?
All customers must inspect shipments before signing for the release. The signature on the carrier’s paperwork is a legal document stating all items have been received in good conditions. Inspect all packages and make a note on the delivery receipt if you notice any box damages such as tears, dents, etc. If your order has damaged goods you should refuse the shipment and contact us immediately at 1.877.464.7657.
13- What is ThePVSource return policy?
You may return all unused items purchased at thePVsource.com within 14 days of the original delivery. We will pay the return shipping costs if the product is defective or the return is a result of our error. If the item is returned for any other reason you are responsible for the return shipping costs and will be charged a restocking fee of 30 percent. No returned merchandise will be accepted without a Return Material Authorization (RMA). We will credit you in the same manner as your original payment within 30 days of receiving the returned item.
14- What methods of payment does ThePVSource accept?
ThePVSource accepts the following methods of payment:
1- Visa
2- Mastercard
3- Wire transfers (Your bank will charge a fee for this service)
4- Paypal is also available at check out only for orders under $5000.00 and shipped to a Paypal Verified shipping address inside the United States or Canada
5- Certified cheques or Money Order. order will ship only once funds have cleared which make take from 7 to 10 business days.
15- Do I have to pay taxes?
All orders shipped within Ontario will be charged 13% HST. Orders going within Canada outside of Ontario will be charged 5% GST. Customers within the State of Michigan are subject to 6% sales tax. All customers outside Canada and the state of Michigan will NOT be charged with any sales tax.