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Registration & Login

I have registered however, my Master online account is not yet available, how come?

Before authorizing the activation of an account or access changes, an internal verification must be done by your Master Representative. Normally this process is completed within 10 business days following a registration or change. If after this delay you haven’t received a confirmation, it is possible that reviewing the request requires more time. If you have questions, contact us by email at our online address.

My browser informs me that Master online presents safety risks. What should I do?

Depending on your browser (Internet Explorer, Firefox, Safari, Chrome...) 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 online safety certificate or modify your safety settings according to the browser you are using.

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

No. Master online is reserved exclusively for clients of The Master Group with an active and valid client account. To request a Master online account, please click here.

Online order

How can I cancel an order?

Write to online order. In your message, you must include: a) order number and b) reason for cancellation.

Important: You must cancel your order as soon as possible, since your products will be delivered the next day!

Can I pay my order with a credit card?

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

Can I receive my invoices by email?

Yes, these can be sent to the email address of your choice, only one address per company. Send your request to our credit department groupecredit.

I would like to receive a copy of the invoice. Who should I contact?

Send your request to our credit department groupecredit.

Can I view my invoices online?

Yes. To do this, your account must have the required access. You will be able to view all orders placed online and in branches during the past year.

Can I order from another warehouse than the one associated by default with my account?

Yes. For example, you can choose a pickup location to pick up your order yourself. 

What’s the use of a shopping list?

A shopping list allows you to save some products as favourites. You can add a product to your shopping list from the "Cart Detail" by clicking on your shopping cart first.

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 Online. In order to change these terms, we ask that you send us a request for access changes by changing the information found in "Users Accounts" under "Services and Preferences". Make sure to click on the "Submit" button.

Are all products available online?

No. Certain products are not offered on Master online, 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.

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, the selected products will remain in your cart. However, these are not reserved and therefore available for sale to Master's customers.

What are the customer service hours?

From 8AM to 5PM, Monday to Friday (Eastern Time), 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:

What is the cut off time to send my order? When will I receive my order?

Online orders placed before 3:30 pm are delivered the next day 90% of the time. The number of items on your order and the time of year may affect this delay.

Orders received after 3:30 pm will be delivered the day after the next business day.

BO product will be transferred to your default warehouse and then shipped to you. This process adds a 24-hour delay.

Special orders, on the other hand, have variable timeframes.

Delivery time depends on the carrier. Please contact the carrier to find out the exact time.

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.

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

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

  • Prices
  • In stock quantities
  • Balance information (Profiles – Account)
  • Order history (Orders – Order inquiries)
  • Back orders (Orders – Back orders)
  • Order history (Products – Order history)

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

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

I would loke to receive my invoices be email. Who should I contact ?

Please send your request to CreditGroup, not forgetting to mention your customer number.

Return of merchandise

What is the return policy of the merchandise?


All parts under warranty must be returned for creditwith the following provisions:

  • Be accompanied with the return form duly completed by the customer.
  • Be accompanied with the original invoice, ideally given by the customer.
  • Be returned no later than 90 days after the expedition of its replacement, with the exception of WaterFurnace whose warranty is 30 days only. If not, York will charge return fees and other manufacturers will refuse return.
  • Indicate the exact nature of the problem. The word “defective” does not indicate the source of the problem.
  • Be shipped “PREPAID” to our warehouses. No return will be accepted “COLLECT” or be picked up by our trucks.
  • The compressors must be welded (suction, expulsion, access) otherwise, the return will be refused at the branch.
  • You will be assigned a credit providing the manufacturer accepts the returned equipment.
  • This is according to the terms and conditions of the warranty.


All non-required parts and equipment returned for credit must:

  • Be returned in a maximum delay of 30 days after purchase, otherwise items may be subject to a 20% return fee.
  • All goods should be new, in their original packaging and in resalable condition.
  • Be accompanied with the original invoice, ideally given by the customer.
  • Be shipped “PREPAID” to our warehouses. No return will be accepted “COLLECT” or be picked up by our trucks.
  • Exclusions: No returns allowed for “Non-stock” special orders. No returns on electronic parts.


  • A Return Material Authorization (RMA) is mandatory. Please contact your Master Representative who will validate with the Master Technical Department.
  • Stages 1, 2, 3, 4, 5 and 7 of parts under warranty are applicable.


Additional help

For additonal help, please visit our Video and Documents or Webinars page.