Frequently Asked Questions

To create your account, on vipair.ca, you must go on customer login, then fill up the account sing up, save it, your request will be automatically sent to our staff. Upon receipt of your request we will arrange to activate your account and we will email your access code and password. This access will allow you to order from VIPAIR INC. view price list and products number related. Creating an online account allows you to make a permanent user profile that will store your billing and delivery information. That way, you won't have to re-enter this information every time you order. IMPORTANT: personal information, shipments and billing addresses must be valid so that our customer service may contact you easily. Your account does not include banking information or purchasing habits, it remains confidential and secure. If you are experiencing difficulties during checkout, please contact us at 1-888-484-5820, we will be glad to assist you.

You can get in touch with us directly by phone to place an order at 1-888-484-5820

Once you've placed your order, you will receive an email confirmation in which you will find your order number. You can use this number to keep track of your order through our web site in the Your Account / Order History section. However, it may take a short delay for our system to update new order information. Following your order reception you will receive an email with the shipping date confirmation If your order is on standby for more than 72 hours, contact us on email : admin@vip-air.com or by phone at 1 800 484-5820

Once your order is processed and shipped, it cannot be modified or cancelled. If you're not entirely satisfied with your purchase, you may return it in person or by mail at VIP-AIR address. For more information on returning items, please refer to the Return goods section.  

Delivery fees will be determined based on the nature of the product shipped and the region where it will be ship. Package sent by VIP-AIR are ship by recognized and effective delivery service.

For Québec province , sales taxes are calculated in conformity with the laws of Canada Revenue (GST) and Revenu Québec (QST). For the Canadian other provinces, only the GST will be calculated. If you reside outside Canada, no sales taxes will be calculate.

How do I return an item?

Please note that we cannot accept your return if the following conditions are not respected: Any return must be previously authorized by VIPAIR on phone(1 800 484-5820) or email. Product return must be done within 30 days of delivery date, which appears on the delivery slip. The product must be returned in its original packaging and must be in perfect condition for resale. Please be careful not to write, stick or apply anything ? especially delivery labels - on the item's original packaging. Return will be refuse if product have been used abusively, excessively or in a manner that does not conform to the product original intended use. The product must be intact and in its original state. Any postal return must be done through registered mail with its reception slip, otherwise we cannot be held responsible for any damage, the shipping process might incur. Any product that will be damaged, or with damaged packaging, will not be refunded or exchanged. VIPAIR will not accept any item that arrives with damaged packaging. Any return must have its original invoice included. Any return must be sent to: VIPAIR Inc. 25 avenue Coté St-Ephrem, QC G0M 1R0. Phone: 418-484-5820 VIPAIR may determine whether or not these conditions are fulfilled. Upon reception of the product sent by the customer, VIPAIR will send, through email, a confirmation that the product has been received. Return fees and the risks incurred by the return process are the client's exclusive responsibility. The way refund is processed depends directly upon the means of payment used by the customer. Refund will be effect within 30 days after the product's return has been confirmed to the customer. VIPAIR will cover the shipping cost of your package from your residence to our store for any damaged or defective product bought on our website. Otherwise, the customer will have to cover the shipping cost and all other expenses relating to the return of special orders.  

All transactions made through vip-air.com are secured through the Paypal payment service. Any information exchanged are encrypted using the SSL protocol. These datas cannot be intercepted or modified. Your VIP-AIR account does not store any credit card information, nor does it keep track of your shopping habits; your confidentiality thus being fully insured.   

Shipping delay depends on product availability and brokers delivery time (person acting as an intermediary in business operation). Generally, delivery times in Québec, for major cities is within 24 hours following order reception and 2 to 7 days for Quebec regions and other Canadian Provinces. For USA orders, delivery time will depend on how long your package is being held at the borders. For other countries, the shipping mode you've chosen will determine how long your package will take to arrive; for ground delivery, expect a waiting period of 4 to 6 weeks. Express delivery is usually 4 to 10 days. When the merchandise is not available in-store, you will be notified once it becomes available and the product will be shipped as soon as possible In case of strike, postal services, carriers or other exceptional event, slowing or preventing the delivery of parcels, VIP-AIR will be responsible to transmit all information, related to the shipment status of the order. However VIP-AIR cannot be held responsible for delays caused.