Customer Service and Support

Welcome to the E.L.S. Customer Support Page.
We have tried to assemble as much useful information as possible in order to answer your questions, direct your inquiries or answer your questions with respect to doing business with E.L.S.
Hopefully the information on this page will answer your question. If after reviewing the information on this page, you feel that you would like to contact us, then please call us 1-800-267-2623 or email us.

General contact information, address and maps to our office can be found on our Contact Us page.

Please Note: E.L.S. Only serves the Canadian marketplace. Unfortunately we can not service customers located outside of Canada.

We want to be as close to perfect as possible, so we need your help to keep us informed as to how we are doing. Please contact us with any comments you have which can improve our level of service.

You may order products directly from our Website 24hrs a day, 7 days a week!
Please Note: Our Customer Service and Order Processing Department is not staffed after hours, weekends or holidays. Orders are processed during regular business hours only. (M-F 7:30am - 5:00pm EST).

You may place your order by calling us or faxing in your order.

All pricing shown on the web is E.L.S. standard retail pricing.
Commercial Customers must first login to our site in order to see their special pricing. (See login form on the top right of this page)
All pricing is in Canadian Dollars.
Applicable GST/HST will be applied to your order upon checkout.

End Users, Distributers, Electrical contractors, Fire and Safety contractors are encouraged to sign-up for an E.L.S. Web Account in order to be entitled to preferred customer pricing.
Please see our Customer Account Sign-up and Application page for more details and to sign-up for an E.L.S. Web Account.

We warrant that the products we sell, other than explicitly stated, are 100% new and free from defects in material and workmanship. Please refer to our Warranty Policy for full details of our Warranty.

It is our goal to provide our customers with 100% satisfaction. If, for any reason you are not satisfied with the product purchased, please contact us within 30 days by email or telephone and have the purchase information available.
If you return the product with a valid RMA Number within 30 days of purchase, we will refund you the full product price. Shipping costs will be credited as well if it is shown to be as a result of our error. Please refer to our Return Policy for full details of our Return Policy and RMA Procedures.

We accept Visa, MasterCard for on-line purchases.
You may enter your credit card info in the online checkout process or fax it to us after placing your order online.
Alternatively, you may choose to pay by Purchase Order (P.O. must be faxed to us immediately upon completion of your order)

E.L.S. provides three options for receipt of your order:

1. Ship via Canpar Ground Service
2. Ship using your Courier (you have this option during the checkout process)
3. GTA customers may elect to have their order held for pickup at either of our two GTA locations (see below)

If you elect to have E.L.S. ship your order, it will be shipped via Canpar Ground Service.
The Canpar Ground Service provides five (5) business day deliveries to most metropolitan areas within the 10 provinces of Canada.

Sorry, but E.L.S. does not ship orders outside of Canada. - Canadian orders only please.
Shipping fees will not be refundable once your order has left E.L.S.

For your convenience we also offer you the option of picking up your order during regular business hours at either of our two locations in the GTA.

During the checkout process you may specify your shipping/pickup choice:
• Pickup at 114 Galaxy Boulevard
• Pickup at 515 Milner Avenue
• UPS Expedited 2 Day Delivery Service

Shipping costs are based on the total weight of all items in your order. - During the checkout process you will see the total cost shown alongside the shipping option you have selected. Of course there is no cost to pick up your order.

Customers are notified by email with a tracking number once their order has been shipped. Delivery times are from the day the order was shipped and not from the day the order was placed. Customers that placed Orders online will be notified by email once their order has been packed and shipped.

Shopping on our website is safe and secure. The web server used by E.L.S. uses Secure Sockets Layer (SSL), an advanced encryption technology that works with your web browser software.  This technology safeguards your personal information and guarantees your privacy. The same technology is used today by the largest web merchants and on the most successful shopping portals on the internet. We do not store credit card numbers in our database and we do not reveal any credit card information when confirming your order. We will transmit the entire credit card number only to the appropriate credit card issuing company using an encrypted and secure communications channel during payment authorization. The email messages between the E.L.S. website and our customers is used to confirm orders and to notify customers about the status of the order process. These email messages will never contain your credit card information. For complete details about our security and privacy policies, please refer to our Privacy Policy.