Frequently Asked Questions
If your question is not answered here, contact us by:
Who is VEGA Direct Inc.?
VEGA Direct Inc. is the Canadian operating partner for the VEGA, VEGA Hotel, and Jobeline brands from E.M. Group of Wertingen, Germany. These 3 brands encompass a catalog of over 40,000 products for hospitality businesses worldwide. Everything from fork to furniture for your restaurant, hotel or catering business.
Where do your products come from?
We receive our products directly from VEGA in Germany. VEGA sources their products from around the world and work with over 500 suppliers and manufacturers in more than two dozen countries.
Are your products designed for hospitality businesses?
Yes, all of our products are designed to meet the exacting demands of hospitality professionals worldwide. VEGA is first and foremost a hospitality supply company whose sole focus is to provide high quality products at fair prices for restaurants, hotels and catering companies.
Can I order samples?
Yes. We have no minimum order quantity and you can order a sample of anything.
Do you have a minimum order quantity?
No, we have no minimum order quantity. Order 6, 60, or 600 wine glasses all shipped with the utmost care.
Do you have a product availability guarantee?
Yes, in some cases our products have either a 3, 5 or 10 year availability guarantee depending on the products category. As hospitality professionals we know it's frustrating to order products from a supplier only to find out a year later they are discontinued, and you need to replace the entire purchase with a new one, or mix and match products. If an item is marked with an availability guarantee sticker on the website, it will be available for that period of time after your purchase invoice date.
How can I create an account on your website?
Creating an account is easy. Visit our account creation page here, enter your first and last name, and an email address and password to begin. You can then add your billing and shipping address from your account dashboard after signing in or during the checkout process on your first order.
What are the benefits of creating an account on your website?
Creating an account has many benefits. You can change and update your contact information at any time. You can see when your order ships and view the tracking number. You can keep track of all of your previous orders and quickly place re-orders. You can save your credit card (securely on our payment processors servers) for quick ordering and re-ordering. You can view your store credit, create gift cards, and view reward points, subscribe to our newsletter, and more.
I forgot the password to my account, what do I do now?
In the event you forget your password, you can reset it here: https://develop.vegadirect.ca/customer/account/forgotpassword/
How can I change my password?
You can change your password by resetting it here, or by logging into your account and changing it from your account dashboard.
My delivery and/or billing address has changed, what do I do?
Easy. Log into your account and on the left hand side look for the Address Book section. Here you can add or remove shipping and billing addresses with ease. In the event you have changed your shipping address while an item is in transit or before it has shipped, contact us at firstname.lastname@example.org and we will re-route your order or update your shipping address.
My e-mail address has changed, what do I do?
Easy. Log into your account with your old email address and in the account information section, click edit under Contact Information. There you can change and update your email address.
How can I delete my account?
Contact us at email@example.com to update your account. Please note, if we delete your account you will lose all of your information.
How can I subscribe to your newsletter?
You can signup for our newsletter by emailing us at firstname.lastname@example.org requesting to join our newsletter, during the checkout process, or from your account dashboard once logged into your account.
How can I unsubscribe from your newsletter?
Once you receive one of our newsletters, on the bottom of the email there is an unsubscribe link. Or, you can email us at email@example.com and we will remove you from our newsletter. Please keep in mind that it may take 1 - 2 weeks to remove you from our newsletter database.
Can I order by email?
Yes, you can. Send us a list of SKUs you'd like to order along with the quantities. However, do not put any credit card information in your email. It's best to call us at 1-833-BUY-VEGA when you are ready to finalize the transaction.
Can I order by phone?
Yes, you can. Call us at 1-833-BUY-VEGA and have a list of SKUs ready that you would like to order.
Can I add items to my order after the order has been placed?
No you cannot. Please place another order. If your order has not yet left our warehouse, we will try and combine the two orders together before shipping.
How do I order from the catalog?
Call us at 1-833-BUY-VEGA and have a list of SKUs ready that you would like to order.
When will I receive my order?
For in-stock and items currently available in our warehouse you will receive your order in 1 to 10 business days, depending on the orders destination address. You can also pay to expedite your shipments. For LTL (Less than Truckload) orders we will need to coordinate with our delivery trucks for an accurate delivery time.
For items that are backordered, we will need to order them from our supplier in Germany. Depending on several factors you may receive your order in 4 - 8 weeks, but it could be up to 12 weeks or more. We will coordinate your backorder with our colleagues in Germany and do our best to provide you with an accurate delivery date. There are no additional shipping fees for split in-stock and backordered items.
I ordered the wrong item. Can I exchange it?
Yes, absolutely. However, you will be responsible for the return shipping back to our warehouse. There are no re-stocking fees.
What if my order arrives incomplete and items are missing?
While we make every effort to ship all orders out correctly, mistakes happen. Contact us immediately at firstname.lastname@example.org or by phone at 1-833-BUY-VEGA. We will do our absolute best to send out your remaining order as fast as possible.
What if items in my order arrive broken?
Contact us immediately at email@example.com or by phone at 1-833-BUY-VEGA and have your tracking number handy. Depending on stock availability we will send out a replacement immediately.
Can I exchange my goods?
Yes, you can. However, you will be responsible for the return shipping back to our warehouse. There are no re-stocking fees.
How do I return freight shipments?
Contact us at firstname.lastname@example.org and we will work with our logistics partners to arrange pickup and return. Depending on the situation, you may be responsible for any return shipping charges. Please keep all of your original packing material and boxes to make it easy to return.
How do I return my package?
To return an item, contact us by email at email@example.com or call us at 1-833-BUY-VEGA. Please have your original order number ready, along with a list of the items you want to return, the quantity, and their condition. In addition, we will ask you why you would like to return the item.
I'm having trouble finding the product I'm looking for on your site, can you order it for me?
In some cases yes. The item might not be listed on our website yet or we can source it from somewhere else.
Business to Business
How does your websites business to business functionality work?
Our website is built to support the most modern B2B e-commerce based capabilites. That includes allowing approved business customers the ability to purchase on account, providing multi-user multi-buyer access to their business account, the ability to request and negotiate a quote on all items in their shopping cart, build requisition lists for regularly ordered items, upload spreadsheets to quickly add large numbers of items to your cart, and more.
Do you sell items on account?
Yes, approved customers with business accounts can purchase products on account. We extend NET30 payment terms to customers who fill out our credit application and a credit check. We reserve the right to revoke any credit account at any time.
Do you back order products?
Yes, we do. You can confidently place orders for items that are currently out-of-stock on our website but available for backorder. You will notice that the status of the item is listed in the shopping cart before checkout. Unfortunately, at this time, we require upfront payment for all orders unless purchasing on account.
How long does it take to receive back ordered items?
For items that are backordered, we will need to order them from our supplier in Germany. Depending on several factors you may receive your order in 4 - 8 weeks, but it could be up to 12 weeks or more. We will coordinate your backorder with our colleagues in Germany and do our best to provide you with an accurate delivery date. There are no additional shipping fees for orders with split shipments of in-stock and backordered items.
Is there a showroom where I can see VEGA merchandise?
Yes, we have a showroom under construction that will open spring 2018. The showroom address is 221 Joseph Zatzman Drive, Dartmouth N.S. B3B 1M6.
If I find a product I want on your website, can I then come into one of you showrooms to purchase it?
Not at this time. However, you can order online and pick up your purchase are our warehouse.
Is shopping on your website safe?
All data transmission between our servers and your computer, or other servers, is encrypted using the latest up-to-date encryption. All credit card transactions are tokenized and no credit card information is exposed during transmission. We take the security of your data seriously.
I don't feel comfortable giving my credit card information online, is there any other way I can pay?
Yes, you can call us to complete an order online. Call us at 1-833-BUY-VEGA to place an order over the phone.
I'm not a restaurant, can I still buy from you?
Yes, you absolutely can. While our products are designed for hospitality professionals, you can purchase any product for personal use.
Do you sell used equipment?
No, not at this time.
We tried to cover everything. However, if you have any questions or concerns that have not been addressed here email us at firstname.lastname@example.org and we will be happy to answer them.