Accessibility, flexibility and rapidity of online service anytime.

Accessibility

• Available 24 / 7;
• Telephone support Monday to Friday from 8 am to 5 pm.

Flexibility

• A selection of over 40,000 products;
• Your customer data in real time.

Rapidity

• Order in less than 2 minutes;
• Always be first served;
• Get your order the next day.
   

For any questions, write to ecommerce or call toll free 1-866-645-2281.

Products offered on Master eCommerce

Nearly 40,000 products available online with Master eCommerce:

• Refrigeration products;
• Heating & cooling parts;
• Air exchangers;
• And much more. 

Shipping

Order online and receive your products the next day!

• All electronic orders are shipped from our Siège Social warehouse.
• Products ordered are delivered on the next business day.
• Order deadline to receive shipment on the next business day: 3:30 PM.
• Shipping fees: according to current policy of The Master Group L.P.
  • Delivery policy for Quebec and Ontario
  • Transport policy for the Atlantic Provinces
     

For any questions, write to ecommerce or call toll free 1-866-645-2281.

How to open your account?

Master offers a simple way of opening your eCommerce account. Just follow these easy steps, according to your situation:

I already have a dealer account on master.ca

Go on your Account Settings page. Check eCommerce box. Take this opportunity to update your file and click on Submit.

I don’t have a dealer account on master.ca

Go to the registration page, select the Registration Request button. Fill out each field and make sure to check the eCommerce box. Complete form and click on Submit.

I am not yet a client of Master

In the first place you must be a client of The Master Group L.P. To request the opening of an account click here. Fill all fields and send us the original by mail.  Master reserves the right to accept or decline any request to open an account, based on its sales and credit policies.
 

Please allow 48 hours before receiving confirmation of your account activation.   

For any questions, write to ecommerce or call toll free 1-866-645-2281.

Video Podcast

Online Services User Guide

List of questions most frequently requested.

I have registered however; my eCommerce account is not yet available, how come?

My navigator informs me that Master eCommerce presents safety risks. What should I do?

How can I cancel an order?

Can I order from a warehouse other than "Siège social (Mtl)" automatically set in my account?

Can I order on Master eCommerce and pick up my order directly in one of your branches?

What’s the use of a shopping list?

Other than ordering, what kind of information can I have access to with Master eCommerce?

Why can’t my account allow me to order and/or have access to prices?

Why are certain products not available on eCommerce?

How come the Reference does not appear when I print my order?

My credit is due, can I order?

I do not have an account with Master, can I order?

Can I pay my order with a credit card?

If I quit my session without ordering, will selected products remain in my shopping cart?

How can I change my password?

What are the customer service hours?

What are the shipping fees?

I want next day delivery, what is the cut off time to send my order?

When will I receive my order?

What is the return policy of the merchandise?

I have a question about products, services or an order, who should I contact?

I have a question regarding the use of Master eCommerce, who should I contact?

I have registered however; my eCommerce account is not yet available, how come?

Before authorizing an account opening or access changes to an account, a manual verification is done via your Master Representative. Usually this process is completed within 48 hours following registration or request for changes. If after this time, you haven’t received a confirmation, it is possible that your file review requires more time. For questions, contact us by email at ecommerce@master.ca.

My navigator informs me that Master eCommerce presents safety risks. What should I do?

Depending on your navigator (Internet Explorer, Firefox, Safari, etc.) and of its safety level, you could receive a warning message advising you of possible safety risks on our site. You must confidently accept the Master eCommerce safety certificate or modify your safety settings according to the navigator you are using.

How can I cancel an order?

There are two ways to cancel an order:

1-    Write to ecommerce. In your message, you must include:

a) order number;

b) reason for cancellation.

2-    Call us toll free at 1-866-645-2281.
Important: you must cancel your order quickly since products are shipped out to you the next day!

Can I order from a warehouse other than "Siège social (Mtl)" automatically set in my account?

No. All products shipped by eCommerce originate from the "Siège social (Mtl)" warehouse. If you change the warehouse, your order cannot be processed.

Can I order on Master eCommerce and pick up my order directly in one of your branches?

It is NOT possible to pick up an electronic order in a Master branch. All orders done on eCommerce are prepared by the Head Office warehouse and delivered directly to you.
 

What’s the use of a shopping list?

A shopping list allows you to save some products as favourites. To create a shopping list go to the "Orders" tab and select link for Shopping List. In the "create a new list" field, enter a name for your list and click on "Go". To add a product to your list, you must first add it to the cart and use the "Copy cart items to list" function.

Other than ordering, what kind of information can I have access to with Master eCommerce?

Depending on your access terms, Master eCommerce can offer you the following options:

1-    Prices

2-    In stock quantities

3-    Balance information (Profiles – Account)

4-    Order history (Orders – Order inquiries)

5-    Back orders (Orders – Back orders)

6-    Order history (Products – Order history)

Why can’t my account allow me to order and/or have access to prices?

Depending on your access terms and conditions, it is possible that you don’t have access to prices or that you can’t order on Master eCommerce. In order to change these terms, we ask that you send us a request for access changes by changing the information found in "My Client Account – Profile" and then clicking on the "Submit" button.

Why are certain products not available on eCommerce?

Certain products are not offered on Master eCommerce; such as commercial & industrial products and also refrigerants. It is also the case with "non stock" products.  Eventually, some of these products will become available. We will inform you at that time.

How come the Reference does not appear when I print my order?

For technical reasons, "Reference" does not appear on print out of order confirmation. However it does appear when you print the "Shopping cart" validation at step 4 prior to "Place on Account". It will also appear on your "Picking ticket" as well as on your "Invoice".

Note that you must first enter data in the "Reference" field at step 2 in order for the info to appear.

My credit is due, can I order?

No. ECommerce Master is reserved exclusively for clients of The Master Group LP with an up to date client account.

I do not have an account with Master, can I order?

No. ECommerce Master is reserved exclusively for clients of The Master Group LP with a current and operational client account.
To request the opening of an account, please click here.

Can I pay my order with a credit card?

No. However this option will eventually be offered. We will inform you when the time comes.

If I quit my session without ordering, will selected products remain in my shopping cart?

Yes. As long as your order has not been sent or that you haven’t emptied your "Shopping Cart" using "Empty Cart" or "Change Cart", the selected products will remain in your cart.

How can I change my password?

To change your password, send an email to ecommerce by indicating "new password" in the header. Please send us your user number in the message.

What are the customer service hours?

From 8AM to 5PM, Monday to Friday, with the exception of Legal Holidays.

What are the shipping fees?

Transportation costs are in accordance with Shipping Policy of the Master Group. To learn more, please consult the following documents:

• Ontario and Quebec Delivery Policy
• Maritimes Delivery Policy 

I want next day delivery, what is the cut off time to send my order?

To receive shipment on the next business day, your order must be received by 3:30PM (Eastern Time).

When will I receive my order?

If we receive your order before 3:30PM (Eastern Time) shipment will arrive on the next business day. For orders received after 3:30PM, shipment will arrive one day after next business day. The exact time of delivery depends on the carrier. To find out at what time you will receive your order, please refer to your carrier. 

What is the return policy of the merchandise?

The policy of returning the goods is the usual return policy of the company. To view it click here.
Related topic : Return Form

I have a question about products, services or an order, who should I contact?

For all questions related to products, services or about an order, please contact your Master branch.

I have a question regarding the use of Master eCommerce, who should I contact?

For technical questions about the use of Master eCommerce, contact eCommerce support at 1-866-645-2281 or email to ecommerce.

For any questions, write to ecommerce or call toll free 1-866-645-2281.