Frequently Asked Questions

Online Account

No. You are welcome to checkout as a guest. For your convenience we will create an account for you when you place your first order. Your username will be the e-mail you used to place your order and we will send you a secure link via email so you can create your password. We encourage you to use your DirectDial account to track the status of recent orders, access invoices, tracking numbers, make changes to your account and more.
To create an account, click here Create an account
Your DirectDial account Username is the email address that you use to process your orders. If you are having trouble remembering your username or there is a problem with your login information, please contact
If you have forgotten your password, visit our DirectDial Account Login page and click Forgot Password. You will be asked to enter the email address that you use to place online orders. If you are having difficulty remembering the Username/email, please contact
You can change your password anytime from the Manage Account tab within your DirectDial Account Portal.
If you need help setting up an account, please contact
You can update your subscription preferences anytime from the Manage Account tab within your DirectDial Account Portal. You can also unsubscribe by clicking on the unsubscribe link located at the bottom of all marketing emails.
Orders & Preferences

Each product page on indicates if a product is in stock or on backorder. We also show real-time stock availability by warehouse for most in stock products. We cannot guarantee stock for items with limited quantities as orders are fulfilled on a first come first serve basis and stock may be pulled for other customers while your order is being processed.

IN STOCK - This item is in stock at our warehouse and is shipped as soon as possible.

BACK ORDERED - An item that is currently out of stock and has been back ordered. Often, an estimated date of arrival is given, and this item can be pre-ordered and shipped as soon as new stock arrives. While every effort is made to insure that availability and stock status is accurate, we cannot be responsible for inaccuracies published on the web site as they are dependent on supplier accuracy and information. A confirmation email will be sent once the order has been shipped. Due to price fluctuations with our suppliers, prices on backordered items are subject to change. If the price of an item on backorder changes you will be contacted prior to shipping that item so you can decide if you want to cancel the backorder or pay the updated price.
We accept:
  • North American Visa or Mastercard
  • Purchase Orders on approved credit
  • Wire transfer - Min. $5000 order
We do no accept:
  • International credit cards
  • Debit or Visa Debit
If you are paying by credit card a pre-authorization will appear on your card before the final amount is invoiced. Upon processing of your order, DirectDial will charge the total amount of the order to your credit card.

Download our Canada Credit Application or USA Credit Application to apply for a DirectDial terms account. Please fax your completed credit application to (519) 659-5162 or email it to
DirectDial processes orders M-F 8:30am-5:30pm EST. Most orders placed during regular business hours are processed immediately. First time customers may experience a slight delay in processing your initial order, to allow for necessary security checks and credit card verification. Provided the items are in stock and there are no problems with payment verification, will process all orders within 2 business days upon receipt.

Orders are processed on a first come, first serve basis. Items are allocated to your order only after your payment has been verified, so on rare occasions stock may change by the time your order has reached completion. After placing your order, you will receive periodic updates via email regarding the processing of your order. Within 24 hours you can login to your account and track your order.
You may request a cancellation of your order by contacting our Customer Service department during regular business hours.

Email (please include your order confirmation number)

Telephone: 1-866-807-9832 Ext.8194

Once an order has been processed you cannot cancel your order, but you may return items in accordance with our returns policy. If you have already been charged for your order, we will process a credit back to you usually within 2 to 3 business days.
Taxes can be taken off at the time of purchase when the tax exempt information is submitted to our customer service department. The purchaser name on the certificate must match the purchaser name on the account. Once our customer service department deems the account "Tax Exempt" future orders will be automatically processed as tax exempt. To submit your tax exempt information please complete the following steps.

  1. Create an account with
  2. Scan your tax exemption information and email it to
  3. Be sure to indicate your first and last name, as well as TAX EXEMPT in the subject line
All orders shipping within Canada will be charged the applicable provincial sales tax (PST) and Goods and Services Tax, except for Government orders and orders bound to destinations where GST is exempt. Harmonized Sales Tax (HST) will be charged to residents of Ontario, New Brunswick, Nova Scotia and Newfoundland.
Non Cancelable Non Returnable or “NCNR” applies to select products that are special order, end of life or in any case when a Manufacturer requires returns to be issued directly with them. If you order an NCNR item cannot cancel your order once it is placed and cannot assist with a return in the case that this item is defective.
Shipping, Pickups & Returns

Yes. ships to all provinces and territories in Canada.
Yes. If you are placing an order that will be shipped to an US address please ensure you are ordering through the USA store.
Shipping charges start at $14.00 for standard freight (ground). Shipments over and above the standard weight/dimensions or to remote destinations will require a shipping quote and are subject to additional charges. If additional shipping charges apply to your order, a DirectDial representative will contact you to outline those charges. You have the right to cancel the order if you do not agree with additional shipping charges.
Items that are unavailable will be placed on back order, and the remainder of your order will be shipped. Please check our web site for the back ordered item's estimated time of arrival. Please note that these dates are estimates provided to us by the manufacturers and are not guaranteed.

For items that are backordered, you will receive periodic reminders of back ordered items and you will be given an opportunity to cancel any outstanding back orders with us. When possible, we will alert customers of potential delays and recommend possible in-stock alternatives to the originally ordered items.
Orders are shipped M-F 8:30-5:30 EST, excluding statutory holidays. Most orders will be shipped from one of our 26 distribution centers via Purolator or UPS ground unless otherwise specified. Tracking information for each shipment will be sent to you via email. Please note, couriers do not ship to P.O. Box numbers. makes every effort to ship the product(s) in your order from the closest in stock warehouse however if you need product immediately we recommend you contact our Account Management team to discuss options to expedite shipping.
Our complete Return Policy can be found by visiting the Terms and Conditions.
For all return requests, please send a detailed email to All products being returned must be approved by and issued a valid Return Merchandise Authorization (RMA) number within 15 days. After 15 days from purchase we can no longer issue an RMA and will refer you to the manufacturer for warranty service. RMAs expire 15 days after they are issued.
Due to supplier and manufacturer restrictions, ALL opened items will be non-refundable. All returns are subject to prior approval from DirectDial. Please refer to our Terms and Conditions for our complete return policy.
Customer Service & Support

You can contact DirectDial by phone, e-mail, or fax. If you have questions, comments or suggestions, please feel free to contact us anytime. For product inquiries or for assistance placing an order, a friendly and knowledgeable Account Manager is always standing by.

For immediate assistance, Monday - Friday 8:30am to 5:30pm EST.
Telephone: 1-866-807-9832
Yes. We provide service in both English and French via our website, phone or by email. When visiting click the language preference located at the top right hand side. offers a variety of services and solutions that are suitable for a range of business needs. To find out more about the services we provide please visit our Services page.
Our Site

At, our online transactions are fully encrypted and secured with 128-bit encryption technology when you place orders at Your personal information is stored safely behind our firewall. No one at DirectDial, except authorized programmers, can access your password.
At, we value your privacy. Your personal information will be used by staff for the purpose of processing your order(s). This information is kept on a secure server to protect it from outside parties. Information may also be used for statistical purposes, to improve our web site and services to you, to administer our site, and to notify you of products or special offers that may be of interest to you. Your personal information will not be sold and will not leave
Yes. Cookies are required to place orders online. If you choose not to accept a cookie you will not be able to purchase any products online or access your DirectDial account (manage orders, track shipments, update information). You can shop online, however, and call in your order without using cookies.
If you are experiencing issues with our website and wish to provide feedback call us toll free 1-866-807-9832 Monday - Friday 8:30am to 5:30pm EST or email us at