CALL US: 800.682.6639, INTERNATIONAL: 800.682.6639

Frequently Asked Questions

Contact info:

Annex Pro
1485 Venables St
Vancouver, BC V5L 2G1
T: 800 682 6639


All pricing is in Canadian dollars. 

Do you collect sales tax for my order?
We collect sales taxes as per the ship-to location's provincial tax rates. 

Do you offer volume discounts?
Yes, we do offer volume discounts when applicable. Discounts will be based upon several factors including quantity of units, shipping destination etc. Please contact our team at 800-682-6639 for specific information on the product you need. 

Can I use a different ship-to and bill-to address for my order?
Due to the nature and value of our products, we require all online credit card purchases to ship to the billing address as per the credit card. If you'd like to use a different shipping address, please contact us to discuss other payment methods. 

How do I check shipping charges?
Please enter your postal code as you "View Cart" to calculate your estimated shipping charges. Insurance fees may be applicable to orders over $200.00 - a final shipping charge will be calculated before checkout. 

What are your shipping methods?
We ship via FedEx Ground for orders outside of the Vancouver area. Delivery times vary between 1 - 5x business days but tracking information will be provided for an accurate delivery date. 

For customers within the Vancouver area, we use a local courier for same-day delivery. We will contact you ahead of time to confirm your availability to sign for delivery. If preferred, you can pick up your order at our office during business hours, but please contact us to confirm. We will refund the shipping charges at time of pickup. 

What are my payment options?
Annex Pro offers the following secure payment methods: 

  • Visa/Amex/MasterCard 
  • Paypal 

Please contact us for additional payment options. 

Payment subject to additional verification by your card issuer as well as Annex Pro. 

How do I check the status of my order?
Annex Pro will contact you the first business day possible with your tracking information or an ETA for out-of-stock products. Please check your email for this information or contact to inquire if you have not received notification within one business day of placing your order. 

How can I change or cancel an order? 
You may request a change or cancellation to your order provided it has not already been processed and shipped. Because we make an effort to process your order as quickly as possible a change may not always be possible. Please contact or 800-682-6639 to request changes. Cancellations may be subject to processing fees. 

How long will it take for my product to ship?
In stock items will ship the same day if it's during our office hours of Monday-Friday 9:00am-5:00pm PST, although some orders may be delayed if further credit information is required. Orders outside of the Vancouver area are shipped via FedEx Ground services unless otherwise requested and may take up to 5x business days. Please contact us if you need your product by a specific day as we can generally accommodate your request. 

Do you accept returns or exchanges?
Annex Pro is unable to accept returns or exchanges on opened product. Unopened product approved to return will be subject to shipping charges and a re-stocking fee. 

If your order arrived damaged, please contact us immediately. If you require assistance trouble-shooting, we'll be pleased to try to help. Defective products or products requiring repair will vary by manufacturer. 

Please contact Annex Pro at or 800-682-6639 to discuss warranty policies or for assistance with the procedure. 

Reseller & Tax Exempt Organizations
If you are a reseller or your organization is tax exempt, please email a copy of your exemption certificate with your contact info to prior to placing an order. We will contact you to proceed. 

Do I need to create an account?
You only need to create an account if you would like to place an order. Your account is secure and will not contain your credit card information - only your billing, shipping and order tracking information. 

Website Security
Annex Pro uses the industry standard security protocol Secure Sockets Layer (SSL) to encode sensitive information like your credit card number and personal details. However if you prefer to place your order over the phone, please feel free to call our office at 800-682-6639. 

Account Information
Our site's registration form requires users to provide contact information to be used to in the event of a problem when processing an order, or with important order information. Users have a choice of receiving future mailings during the registration process by subscribing to our mailing list. 

If you have any questions about the security at our web site, please contact us.