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Frequently Asked Questions

Shipping & Return

  • What information is needed for shipping?
    • Contact information (name, email, phone number) 
    • Delivery method, shipping address
    • Shipping method
    • Payment information
  • How will my order ship?
    • Western Water and Gas Products use Canada Post for all shipping. Canada post also sets all shipping rates. 
       
  • When will my order ship?
    • Once your order is processed, we will send you a shipping confirmation and a tracking number.
    •  All domestic orders are processed within 1-2 business days. 
  • Can/How do I track my order?
    • Once your order is processed, we will send you a shipping confirmation and a tracking number. Western Water and Gas Products use Canada Post for all shipping.
  • Can I use my parcel account? (DHL, UPS, etc…)
    • Western Water and Gas Products use Canada Post for all shipping. Canada post also sets all shipping rates. 
       
  • How do I request a refund if my order is lost?
    • Western Water and Gas Products is not liable for damaged or lost products during shipping. Please contact the shipment carrier or our support team directly to file a claim if you received your order damaged. Please save all packaging material and damaged goods before filing a claim.
  • How do I request a change or refund if my order is damaged?

    Western Water and Gas Products is not liable for damaged or lost products during shipping. Please contact the shipment carrier or our support team directly to file a claim if you received your order damaged. Email support info@wngp.com or our help center at +1 (604) 599-1900  Please save all packaging material and damaged goods before filing a claim.
     

  • How do I calculate international shippìng?
    • Western Water and Gas Products use Canada Post for all shipping. Canada post also sets all shipping rates. 
       
  • Who pays the international tariff taxes?
    • The recipient of an international shipment.
    • Western Water and Gas Products is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer's responsibility (tariffs, taxes, etc.).
  • What do I do if my order has not arrived in the prescribed time frame?
  • How do I request a return?
    • You can send most items back within 30 days of delivery if something doesn't work out.*
    • For more information, email support info@wngp.com or our help center at +1 (604) 599-1900 
  • I ordered the wrong part. Can I return and exchange it? Can I get a refund?
    • We will refund the cost of the merchandise and shipping charges if the return results from our error or defective product.
    • Shipping costs will be the responsibility of the customer in cases of buyer’s remorse, such as an item that didn't fit, didn’t like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.
    • Start the return process within 30 days of receiving your item.
    • We inspect all returned items. The product must be in new or unused condition, with all original product inserts and accessories.
  • Who pays for an international return if the package is damaged in transit?
    • Western Water and Gas Products is not liable for damaged or lost products during shipping. Please contact the shipment carrier or our support team directly to file a claim if you received your order damaged. Please save all packaging material and damaged goods before filing a claim.
  • Is it easy to exchange or return items?
  • How soon will I get my refund or credit?
  • Are all items returnable?
    • You can send most items back within 30 days of delivery if something doesn't work out. To find out more information, please feel free to email us or call us.
       
  • What do I do if the tracking information shows delivered but I do not have the product?
  • What is the time frame I have to return a product?
    • You can send most items back within 30 days of delivery if something doesn't work out.
       
  • Can I return part of my order?

Gas Regulators

  • Are all gas regulators the same?
    • Each regulator is designed to fit a specific type of cylinder valve, and a regulator that fits one type of valve will not fit any of the others. You can not use natural gas in a propane cylinder, and vice versa.
  • How to choose the gas regulator that works for my needs?
    • Consider the following when choosing a gas regulator to fits your needs:
      1. What gas will you use?
      2. What pressures will you use?
      3. What system will you use?
    • If you have more questions, contact your local provider for guidance on your specialty gas needs.
  • Can I use the regulator that I had for propane for natural gas? (or vice versa?)
    • No, natural gas uses different regulators and valves than propane ones.
  • How long does a gas regulator work? (life span)
    •  Gas regulators should be replaced every ten years; visual signs of age are usually noticeable. But there is always the manufacture date stamped into the regulator's body.
  • When should you use a gas regulator?
    • Gas regulators are needed at LPG or propane gas-fueled appliances and natural gas-fueled appliances to ensure a smooth fuel delivery at the pressure and flow rate required by the heater or appliance.
  • How does a gas regulator work?
    • A gas regulator is an internal valve system used externally to control the pressure of a gas cylinder. It helps reduce the cylinder's native pressure to the desired outlet pressure. It's very important to use one to ensure the amount of output pressure is correct for the application it's intended for. 
  • Does it matter the type of metal used in the gas regulator?
    • The construction materials for a regulator should be selected based on the gas's properties and purity. Regulators are typically made from brass, aluminum, and 316L stainless steel. Brass is compatible with most non-reactive gas.