FAQ

ACCOUNTS

What personal information do you collect?

Power Surge only collects the information we need to fulfill orders and serve customers. When doing business with us, you can expect us to collect your name, your home or work address including postal code, your phone number, and your email address. From time to time we may also collect sensitive financial or credit card information. This information is securely stored and protected with industry standard safeguards.

You are under no obligation to provide us with your personal information, but without certain information we may not be able to serve you with products, services, or information.

Why do you need my name, company, address, and email address for online ordering?

We collect this information in order to process and deliver your online order, and to inform you of any status updates or problems regarding your order. If you have opted in to receive our email newsletter, we will also use your email address to keep you informed about new sales, product releases, special offers, and other news.

Will you be sharing my information with other companies?

Power Surge will not sell or rent your personal information to any third party organizations or individuals without your permission. We do not give or share your personal information to any individual or organization without your permission, unless we are ordered to do so by a court of law.

In the event of a product recall for safety reasons, we may give your contact information (but only your name, address, and phone number) to one of our suppliers so that the supplier can inform you of the recall. We only share this information for product recalls that might endanger your safety or the operation of the product you purchased.

How can I trust that my credit card data and other personal information is safe?

Power Surge keeps your personal information safely stored behind industry standard SSL encryption. This form of encryption scrambles your data during transit so that it cannot be read or deciphered if it is intercepted. The Power Surge website has an SSL certificate that uniquely identifies Power Surge as the owner of the website. This certificate acts as the digital equivalent of a passport and validates the website's identity through an independent third party service. This encryption ensures that your credit card data and other personal information is (a) bound for the right destination, (b) extremely difficult to intercept, and (c) impossible to use if stolen.

You can know that SSL encryption is active on a website by looking for the lock icon in the address bar of your web browser or by looking for the prefix "HTTPS://" before the web address.

How do I change my contact information?

You can log in to your account and view what information we have on file at any time. You can change your contact information through your online account at any time.

I forgot my password!

You can recover your account information and reset your password here. You will need to enter your username and the email address associated with your Power Surge account, after which you'll receive an email containing instructions to complete the password reset process.

PRICING AND RETURNS

Are you priced higher, lower, or about the same as your competitors?

At Power Surge, we believe that you shouldn't have to pay more for office supplies just because you live north of the 60th parallel. That's why we work to secure low-cost supplies from our vendors – and why we provide free shipping on most products. While pricing will vary by product, in general, our prices are lower than most of our competitors in the three Territories, and more or less comparable to prices in BC and Alberta.

What's your return policy?

We accept returns of unopened products within 15 days of purchase when accompanied by a receipt. Office furniture & chairs are considered special order items and cannot be returned.

All return requests must be pre-approved before they are processed. Call us at 1-867-874-4385 or toll-free at 1-866-523-5437 to discuss your return.

Other conditions may apply.

How can I return or exchange an item I ordered through your website?

All return requests, whether online or off, are processed in the same way. Contact us by phone to discuss your return.

PRODUCTS AND ORDERS

Your website doesn't show the product I want! Where can I find it?

Our motto is, "if we don't have it, we'll go get it."

We try to carry as many products and as diverse an array of products as we can, but sometimes there's that one odd or end that we just don't have in stock. In such an event, we can facilitate a special order with one of our suppliers.

If you can't find the product you want on our website, please contact us by phone or online to submit a special order.

How do I check the status of my order?

For orders placed online, you can check the status of your order at any time by logging in to your account and viewing your orders.

There's a problem with my order!

We do our best to ensure that all orders arrive intact, but sometimes mistakes happen. If your order was damaged during shipment, or if items are missing from your order, please contact us by phone at 1-867-874-4385 or toll-free at 1-866-523-5437 and a customer support representative will be happy to assist you.