Frequently Asked Questions

Yes. PureFilters is a Canadian, family-owned online store that has supplied filters and home-comfort parts across Canada since 2015. Customers rate PureFilters 4.1 out of 5 ("Great") on Trustpilot, across more than 1,300 reviews. Checkout runs on Shopify's secure platform, and a real person answers by phone, email or chat on weekdays. On higher-value orders we may email a short security check to confirm the order; that email is genuine.

Yes, PureFilters is Canadian owned and operated: a family-owned business based in Toronto, Ontario, since 2015. Many of the products we carry are made in Canada, including Aldes, Lifebreath and Viqua, and everything we sell ships to you from within Canada.

Most PureFilters products are genuine OEM parts from the original manufacturer, such as Lennox, Honeywell, Aprilaire and Samsung. We also carry Swift Green Filters, a compatible-replacement line we supply exclusively in Canada, and two aftermarket lines: FG and our own PureFilters brand. Every product page names the brand you will receive.

PureFilters carries nearly 8,000 products from hundreds of brands, including hard-to-find OEM parts and uncommon furnace filter sizes, and makes custom-size filters to order. Orders ship to your door anywhere in Canada, with free shipping in Canada on qualifying orders, and our team can match the right part from your model number or a photo.

No. PureFilters is an online-only store based in Toronto, Ontario, with no showroom or pickup counter. Every order is delivered to your door from warehouses across Canada, returns are shipped back to us, and we can't arrange pickups or drop-offs, including by your own courier.

Yes. Send PureFilters the brand and model number of your furnace, fridge, humidifier or other unit, the part number on your old filter, or a photo of its label, and our team will match the right replacement. Email support@purefilters.ca or use live chat, Monday to Friday, 9am to 4pm Eastern. For furnace filters, our furnace filter size guide explains nominal vs actual size.

No. PureFilters sells filters, parts and equipment but does not install them or refer installers. Filters and most replacement parts are easy DIY swaps. Humidifiers, HRVs and ERVs, dehumidifiers, mini-splits and anything wired, gas-fired or plumbed in should be installed by a licensed HVAC technician, electrician or plumber.

Yes. PureFilters makes custom-size pleated furnace filters to the exact dimensions you give, in 1-inch and 2-inch depths and MERV 8, 11 or 13, with a minimum of 12 filters per size. Email support@purefilters.ca with the exact size, MERV rating and delivery address for a quote. Custom orders typically ship in 3 to 4 weeks (up to 8 to 10 weeks) and are final sale: no refunds or exchanges.

Shipping is free on PureFilters orders to any Canadian province once your order reaches our free-shipping minimum, calculated after discounts. Below the minimum, standard rates apply. Some large, heavy or special-order items carry a handling fee, which is shown at checkout before you pay.

Most in-stock PureFilters orders ship within 3 to 5 business days, and every order goes by express courier (UPS, FedEx, Canpar, GLS, Purolator or similar), with a tracking link emailed when it ships. Items may arrive in separate boxes from different warehouses. Special-order items and custom sizes take longer; see the lead time on the product page.

A special-order item is not kept in stock; PureFilters orders it from the manufacturer for you. The expected lead time is shown on the product page and can be up to 8 to 10 weeks. Special orders can only be cancelled within 24 hours of our special-order email, and they are final sale: no refunds or exchanges.

Yes, PureFilters ships most products to the United States. Shipping charges apply to US orders, since free shipping is for Canada only. US orders may owe import duties or tariffs; if they do, we contact you before shipping so you can pay or cancel for a full refund. Some items, such as liquids, can't be shipped to the US.

PureFilters ships to the Yukon, Northwest Territories and Nunavut, with added shipping fees. Couriers need a street address, so we can't deliver to PO boxes. We ship only to Canada and the United States.

PureFilters runs sales and discount codes from time to time; sign up for our newsletter to hear about them first. Many filters also get cheaper per unit when you buy more. Only one discount applies per order, and quantity pricing counts as a discount. PureFilters doesn't offer price matching.

PureFilters accepts Visa, Mastercard, American Express and other major credit cards, Shop Pay, and Affirm, which lets you pay over time. Commercial orders can also pay by wire transfer, ACH or cheque. Prices are in Canadian dollars unless shown otherwise at checkout, and your card is charged when you place the order.

Yes. Many filters have quantity pricing built into the product page. For larger, commercial or contractor orders, email support@purefilters.ca with the products, quantities and delivery address, and our team will send a quote. We don't offer wholesale or reseller accounts. Commercial orders can pay by credit card, wire, ACH or cheque; we don't offer net terms, and freight may not be included.

Yes, until it ships. Email support@purefilters.ca or call 1-888-979-4284 as soon as possible; once cancelled, the refund goes back to your original payment method, usually within 3 to 5 business days. Orders that have already shipped become returns, and special-order items can only be cancelled within 24 hours of our special-order email.

You can return new, unused, uninstalled and undamaged items to PureFilters within 30 days of purchase, in the original packaging, for a full refund. Custom-size filters, special-order items, solenoid valves and commercial orders are final sale (no refunds or exchanges), and return shipping is your cost. We don't do exchanges: return the item and place a new order. To start, email support@purefilters.ca with your order number in the subject line.

Tell PureFilters within 72 hours of delivery. Email support@purefilters.ca with your order number and photos of the item, the box and the shipping label (or a short video for a defect), and we will arrange a replacement or return at no cost to you.

Products from PureFilters are covered by their manufacturer's warranty; PureFilters doesn't add a separate one. Keep your order confirmation as proof of purchase, and check the manufacturer's terms, since some require professional installation. If a product fails, contact us and we will help you make the claim with the manufacturer.

Call PureFilters at 1-888-979-4284, email support@purefilters.ca or use live chat, Monday to Friday, 9am to 4pm Eastern. If you'd rather not check out online, our team can take your order by phone; we don't take orders by email.