Help Center
Answers to common questions, our return policy, and a direct line to our team.
Frequently asked questions
Account & pricing
Who can buy from 1Stop Distribution?
We sell exclusively to businesses: security integrators, installers and other trade professionals across Canada. We don't sell to consumers.
How do I open a dealer account?
Fill out our dealer account application. Our team reviews every request and contacts you once your account is approved.
Why can't I see prices on the website?
Our prices are dealer prices. They appear once you sign in with an approved account, and each account sees its own price list.
I forgot my password. What should I do?
On the sign-in page, click Reset Password and follow the link we email you.
Ordering & payment
How do I place an order?
Sign in, add products to your cart and check out. You can also place an order through your sales representative.
Can I check stock before ordering?
Yes. Once you're signed in, each product page shows the quantity available.
Which payment methods and terms do you offer?
We accept credit cards, bank transfers and cheques. Payment terms are set with each customer based on their account and payment history. See our terms and conditions.
Shipping & pickup
Can I pick up my order?
Yes. Choose store pickup at checkout and pick up your order at one of our branches.
Do you ship across Canada?
Yes, we ship everywhere in Canada. The shipping options and costs available for your address are shown at checkout.
Returns & warranty
Can I return a product?
Yes, within 30 days of the invoice date, with a return authorization (RMA) number. Products must be new, uninstalled and in their original packaging, and a 15% restocking fee applies. See our return policy.
My product is defective. What should I do?
Products are covered by their manufacturer's warranty. Contact us with your invoice number and the product's serial or MAC number: we'll issue an RMA number and handle the claim with the manufacturer.
How do I get an RMA number?
Use the contact form or ask your sales representative. Include your invoice number, the products and their serial or MAC numbers, and the reason for the return.
Technical support
Do you offer technical support?
Yes. Our team helps dealers choose and configure the products we carry. Contact us or book an appointment with an expert.
Return policy
- Every return needs a return authorization (RMA) number issued by our team. Packages without an RMA number may be refused.
- Non-defective products can be returned within 30 days of the invoice date. They must be new, uninstalled, complete and in their original packaging.
- A 15% restocking fee applies to returns of non-defective products.
- Return shipping costs are the customer's responsibility.
- Special orders and non-stock items cannot be returned or exchanged.
- Defective products are covered by their manufacturer's warranty. We handle the claim with the manufacturer.
The full policy is part of our terms and conditions.
How to return a product
- Request an RMA number Contact us with your invoice number, the products and their serial or MAC numbers.
- Pack the products Use the original packaging and write the RMA number on the outside of each box.
- Ship within 14 days The products must reach us within 14 days of the RMA number being issued.
- Receive your credit We issue the credit once the products have been inspected and accepted.
Still need help?
Send us a message and our team will get back to you during business hours.