What is your Covid-19 Policy?

Due to the size and weight of our products, we understand that threshold delivery might not be possible for everyone. As such, we are continuing our in-home delivery service at this time. We are keeping a very close eye on the current developments regarding Covid-19 and are implementing best practices in keeping with the guidelines of the Public Health Agency and other relevant authorities.

We want to put the health of our employees, our customers and the entire community first. Fighting Covid-19 requires a major collective effort and every little bit we do counts. With this in mind, If you don’t require in-home delivery, please let our delivery team know - we will safely leave your appliance at the threshold of your choice (entrance hall, garage, lobby, porch). You can contact us at 1 833 514 2254, support@22kg.ca, or click on the chat icon at the bottom right of your screen. 

ATTENTION!

  • Please do not schedule any deliveries if you are in a 14-day quarantine or if you think you may have been exposed to Covid-19.
  • If you would like to reschedule a delivery that has already been scheduled, please contact us at 1 833 514 2254, support@22kg.caor click on the chat icon at the bottom right of your screen. 

    How do I contact 22KG? 

    We'd love to hear from you! You can call us at 1 833 514 2254, Email us at support@22kg.ca, or click on the chat icon at the bottom right of your screen between the hours of 9am to 5pm, EST. 

    How can I return or exchange my major appliance?

    It’s simple: we want you to be completely satisfied with your purchase. 

    If for any reason you are not completely satisfied with your purchase, we will gladly accept a return or exchange within 90 days of delivery or pick-up, upon presentation of the original receipt. The unused item must be returned in its original condition. Refunds will be processed based on the original method of payment. Customers are responsible for applicable pick-up and/or delivery fees for the return and/or exchange.

    Please contact us at 1 833 514 2254, support@22kg.ca, or click on the chat icon at the bottom right of your screen to inquire about returns/exchanges.

    How do I prepare for my order? 

    Please ensure prior to placing your order that the access points in your home (doors, hallways, stairways, elevators and rooms) are free and clear of obstacles that might impede a successful delivery. Please ensure that measurements of these access points are made prior to delivery and verify that your appliance will fit in the desired space. If a problem arises that makes delivery impossible due to accessibility issues, the general exchange and return policy will apply, but the delivery fee will be non-refundable.

    Are there things I should consider when ordering a major appliance?

    Yes! We encourage our customers to consider the following: 

    • Will your new appliance fit into the space required for it?
    • Does your home have the necessary power outlet in the necessary location for your appliance?
    • Does your home have the necessary hot/cold water valves and drains for washing machines and dishwashers?
    • Does your new waterline for your fridge have the same dimensions as your old one?
    • Will your new appliance require a non-standard installation or extra parts?

    What if the appliance I ordered doesn't fit into my home?

    Our delivery team will do a walk-through of the pathway to the appliance final destination before unboxing the product to make sure it fits. If it's clear the item won't fit, you may exchange it. We do ask you make sure prior to receiving your appliance that the size has been properly checked. If you have any questions, please call us 1 833 514 2254, we're ready to help.

    Please note: Customers are responsible for applicable pick-up and/or delivery fees for any exchanges due to delivery challenges.

    What if the product I just had delivered is damaged or defective?

    If your merchandise has arrived damaged, please contact us as soon as possible with a detailed description of the issue along with a photo. We will take care of the rest! We can be reached at 1 833 514 2254, support@22kg.ca, or click on the chat icon at the bottom right of your screen. 

    Can I cancel my order?

    Please contact us as soon as possible if you change your mind and decide to cancel or modify your order. We will be happy to provide you with suitable options based on the status of your order. Additional fees may apply to modifications being made to an order that has already been scheduled for delivery.

    Please contact us at 1 833 514 2254, support@22kg.ca, or click on the chat icon at the bottom right of your screen to inquire about order cancellations.

    How much are shipping fees?

    Shipping fees vary by delivery destination, which can be determined by entering your postal code at checkout. Or, you can contact us at 1 833 514 2254, support@22kg.ca, or click on the chat icon at the bottom right of your screen.

    What is the Trade-In Program? 

    Our Trade-in Policy will take your old appliance off your hands and either repair it or ensure it goes to a proper end-of-life waste management facility. If we are able to repair your old appliance, we’ll give you a credit that can be applied towards any new appliance available on our website. Together, we can improve our communities and lessen our impact on the planet.

    Please contact us at 1 833 514 2254, support@22kg.ca, or click on the chat icon at the bottom right of your screen to find out more about our Trade-in Program.

    What is the Lease-me Program? 

    22kg is super excited to offer a Full Protection Policy (FPC) for its rental program including delivery, installation, repairs, and replacements. Coverage also includes no hassle returns, anytime upgrades and the ability to start where you left off with your lease after a termination or lapse.

    To find out more about our Lease-Me Program, please click here.

    Do you have a Warranty Plan? 

    Every 22KG product carries a one (1) year warranty unless otherwise specified. Valid from the date of delivery or pick-up. The warranty applies to parts and labour only. The warranty does not cover normal wear and tear such as but not limited to: cuts, scratches, damage caused by impact or accidents, discolouration and stains. Products that have been stored or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned using the wrong cleaning methods and/or cleaning products, are not covered by this guarantee. The warranty does not apply if the product has been placed outdoors or in a harsh environment. The warranty does not cover consequential or incidental damage. The original receipt is required for all claims and is non-transferrable.

    Does the Lease Me Program include a warranty? 

    All of our Lease-me products are under warranty for the duration of the lease. The warranty applies to parts and labour only. The warranty does not cover normal wear and tear such as but not limited to: cuts, scratches, damage caused by impact or accidents, discolouration and stains. Products that have been stored or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned using the wrong cleaning methods and/or cleaning products, are not covered by this guarantee. The warranty does not apply if the product has been placed outdoors or in a harsh environment. The warranty does not cover consequential or incidental damage.

    Can I get an Extended Warranty Plan for my appliance? 

    Our Extended warranty plans cover parts and labour for up to 5 years and begin at the completion of the 1-year free warranty. If your product requires a fourth major repair while under extended warranty, we will replace it.

    Extended warranty plans apply to parts and labour only. Extended warranty  plans do not cover normal wear and tear such as but not limited to: cuts, scratches, damage caused by impact or accidents, discolouration and stains. Products that have been stored or installed incorrectly, used inappropriately, abused, misused, altered, or cleaned using the wrong cleaning methods and/or cleaning products, are not covered by this guarantee. The extended warranty does not apply if the product has been placed outdoors or in a harsh environment. The extended warranty does not cover consequential or incidental damage.