Frequently Asked Questions

Below are a few of our most frequent questions, along with their answers. Feel free to contact us directly if you don’t see your question listed below, 1-800-665-7635 or infoCanada@hach.com.

Q. Where are your Canada offices located?

A. We have regional sales and service offices located in Vancouver, Calgary, Edmonton, Regina, Toronto & Montreal. The Canadian Headquarters is located in Ontario.

Hach Sales & Service Canada Ltd.
400 Britannia Road East, Unit 1
Mississauga, ON L4Z 1X9
Phone: 1-800-665-7635
Fax: 1-866-259-0984
infoCanada@hach.com

Q. Who do I contact for Hach Canada customer service, order processing, etc.?

A. You may contact us at 1-800-665-7635 or email infoCanada@hach.com. Customer service is available Monday through Friday, 6:30 am - 5:00 pm MST.

Q. What local service support do you offer? How do I reach the service group?

A. Hach has provided the highest level of local service and support for over 20 years with over 20 sales and service representatives located throughout the country. Contact Hach Canada’s service team directly at 1-800-665-7635.

Q. Now that I can order directly, can I still buy from my distributor?

A. Yes. You now have the choice to buy Hach products directly or through Authorized Distributors.

Q. Can I expect any change in product delivery time if I place orders directly?

A. No. Most products ship within a 3-5 day transit time from the time the order is entered into our system. Expedited options are available to certain regions, upon special request

Q. Any increase in standard freight costs with direct ordering?

A. No. Standard freight costs are comparable to standard Canadian ground shipping. Expedited deliveries can be coordinated with your customer service representative.

Q. If I order direct, what method of payment is accepted? What are my payment terms?

A. We accept credit applications and all major credit cards. Payment terms are Net 30 Days, subject to credit approval.

Q. Who completes the paperwork and covers costs for customs, duties and shipping if I go direct?

A. Hach. We take care of product deliveries, customs fees and duties. We do the same for product returns sent to our Hach Canada office—no custom fees or duties apply.

Q. How do I return product ordered from Hach Canada?

A. Call us at our Hach Canada office, 1-800-665-7635, to set up a product return.