I would like access to the eShop, how do I create an account?

Customers can register by completing the registration form here: Click Here or call customer service at 1-800-363-4800, Prompt 2, Monday – Friday 8:00am - 6:00PM EST.

I've forgotten the password to my account. What can I do?

Click Here to request a password reset online.

Can I place my order over the phone or by email?

Yes, customers can place an order for parts or consumables over the phone at 1-800-363-4800, Prompt 2 - Consumables, Prompt 5 – Parts. Monday – Friday 8:00AM-6:00PM EST or Email ca.customerservice@Heidelberg.com for Consumables, or HUS.Parts@heidelberg.com (Processing Fee of $10 May Apply on orders less than $500).

Can I make changes to my order after it has been submitted?

Customers can make changes to their order after the order has been submitted. Changes must be made no later than 3:30PM EST the same day the order was submitted. Please call customer service at 1-800-363-4800, Prompt 2, Monday – Friday 8:00AM-6:00PM EST to process any changes.

When will my credit card be charged?

Upon order submission there will be a hold on the credit card in the amount of the purchase, but charges will not post until your order ships.

Which payment methods do you accept?

We accept AMEX, Master Card, Visa. Customers may also apply for credit terms by contacting our credit department at 1-800-363-4800 prompt 6.

When will I receive my order?

Orders are processed immediately and will ship the same day if orders are received before 3:30PM EST. Customers will be notified via email of any order delivery exceptions.

How can I check my order status?

Customers will receive an email with their order confirmation when an order is placed and when the order should be received. Updates are provided to our customers regarding any backorder delays. Customer’s may also call customer service at 1-800-363-4800, Prompt 2, Monday – Friday 8:00AM-6:00PM EST to confirm tracking on an order. Or they can send an email to Customer Service ca.customerservice@heidelberg.com

How are shipping costs calculated?

Currently Heidelberg Canada does not charge for shipping consumables, but every order is subject to a $6.75 fuel surcharge.

Where can I ship my order?

If you wish to ship to an address that is not currently listed on your account, place comments in the additional comments box before checking out. If you have questions regarding shipping, please contact customer service 1-800-363-4800, Prompt 2, Monday – Friday 8:00AM-6:00PM EST.

How do I initiate a return?

Customers needing to return a product for any reason must call customer service 1-800-363-4800, Prompt 2, Monday – Friday 8:00AM-6:00PM EST to start the return process. Or they can send an email to ca.customerservice@heidelberg.com

What should I do if my order arrives damaged or is defective?

If you have received a damaged order, call customer service 1-800-363-4800, Prompt 2, Monday – Friday 8:00AM-6:00PM EST for resolution. Or they can send an email to ca.customerservice@heidelberg.com

How do I find information on past orders?

To review order history, you must login to your account, then select “My Orders”.

How do I access/create my company's preferred product shopping list(s)?

A Heidelberg customer service specialist can assist you in creating a customized shopping list for your online account. Call Customer Service 1-800-363-4800, Prompt 2, Monday – Friday 8:00AM-6:00PM EST. If you already have an established shopping list, you must login to your account, select “My Dashboard” then select “Shopping Lists” or click “My Lists” from the left menu.

Can multiple users at one company and still have access to all shopping list?

The Heidelberg eShop is company specific, so no matter which user is logged into the eShop, the user will have access to the company’s order history and shopping lists.

What holidays are Heidelberg closed for business and not shipping products?

Shipping could be delayed for any statutory holiday.

Do you provide technical support on machines?

Heidelberg does offer technical support. Call 1- 800-363-4800 Monday – Friday 8:00AM-6:00PM EST, Option 3 for Technical Support or inquiries can be made by emailing info@heidelberg.com.

How can I search for the right product in the online shop?

Use the Search feature in our online shop to search by product name, description or part number.

Should you not find what you are looking for, you may also contact customer service 1-800-363-4800, Prompt 2, Monday – Friday 8:00AM-6:00PM EST, to assist with ordering products.

Can anyone at my company place an order in my account?

Customers using the eShop will have a specific username and password. If you need additional users added to your company’s account, you can make that request here.

How do I add/remove equipment from my online account?

Customers can add/remove equipment from their account by submitting a request here, or by sending an email to ca.customerservice@heidelberg.com.

Which devices are supported by the eShop?

Smart phones, tablets and computers are supported by our eShop platform.

How do I order parts?

Many parts can be found in the eShop. You can search for parts using the eShop search engine. Many parts can be found in the eShop. You can search for parts using the eShop search engine.

If you cannot locate the part, you can request a quote or order using the Spare Parts form located here or contact our Parts dept at 1-800-363-4800, Prompt 5, Monday – Friday 8:00AM-6:00PM EST.