Frequently Asked Questions

Energy Plans

ATCO offers retail electricity and natural gas plans for Home and Business customers in Alberta. 

If you have more specific questions, review these FAQs.

Or, you can contact a Customer Experience Advisor at 1.844.687.2826 to discuss the plans available to you.

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

SHIPPING

Shop ATCO offers free shipping on any order of products over $100 (gift cards are excluded). 

We make it simple for you to track your order!  When you place your order, you will receive a confirmation email immediately and another email when your products are processed and shipped.  This second email will include a tracking number, with a link to the couriers website, so you can see the details of exactly when it will arrive.   

The majority of orders placed will ship out within 1 - 3 business days.  

Shop ATCO currently ships to all provinces within Canada, with the exception of Quebec.  

At this time, some but not all products have the ability to ship to a PO Box.  If you have any questions as to whether or not an item will ship to a PO Box, please check the description on the product you are interested in or contact a Customer Experience Advisor at 1.844.687.2826 or email Shop@ATCO.com to confirm availability. 

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

If you suspect that your package is lost, please contact a Customer Experience Advisor at 1.844.687.2826 or email Shop@ATCO.com and they will be happy to look into this and advise you of next steps. 

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

If you have already received the package, please call our Customer Experience Advisors at 1.844.687.2826 or email Shop@ATCO.com within 48 hours of delivery in order to execute a prompt exchange.  

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

Unfortunately, at this time, it is not possible to send items within a single order to multiple locations.  If you wish to order products that will be delivering to different shipping locations, you will need to place separate orders on-line.  Or, you can contact a Customer Experience Advisor at 1.844.687.2826 to assist you.  

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

Yes, the “Shipping Address” can be any Canadian Address (PO Boxes on select products only).  Please enter the desired delivery address in the “Ship To” section of the checkout process.  Or, you can contact a Customer Experience Advisor at 1.844.687.2826 (OUR.ATCO) to assist you. 

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

Orders

While we are unable to cancel or change an order once checkout has been completed, you can contact a Customer Experience Advisor at 1.844.687.2826 (OUR.ATCO) to discuss.  Please have your order number and contact information ready when you call. 

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

We apologize for any inconvenience that this has caused.  The order will automatically be cancelled and your account will not be charged.  If you are interested in placing another order you can call our Customer Experience Advisor at 1.844.687.2826 (OUR.ATCO) and they will be happy to assist you.  

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

Unfortunately, we are unable to place an order through email, however you can place an order by phone with a Customer Experience Advisor.  Please call 1.844.687.2826 (OUR.ATCO). 

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

You may not have received an email confirmation for the following reasons: 

1. The email address you entered with your order may have been misspelled or is invalid.

2. The email was filtered to your junk mail folder or deleted in error.

If you need assistance, please contact a Customer Experience Advisor at 1.844.687.2826 (OUR.ATCO) and they would be happy to assist you. 

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

PAYMENT

For your convenience, we accept Visa, Visa Debit, Mastercard and ATCO gift cards. 

When an order is placed, ATCO Energy Ltd. authorizes your credit card to make sure sufficient credit is available.  A hold is placed on funds equal to your order until the order is shipped.  It is at that time that your credit card will be charged.

It is possible that each item from your order will arrive in a separate package.  You will receive individual shipment confirmation emails that will include tracking information for each package.  In this instance, you will be charged for each item as they ship.

Tax is based on the destination of your order (by province) and the type of product.  Applicable taxes will be calculated at the time of checkout.

Products

If you are having trouble checking out and/or adding items to your shopping cart, this issue could be related to the browser that you are using.  Shop ATCO works most effectively with the most up to date version of the popular web browsers such as Google Chrome, Safari or Firefox.  If you are using Microsoft Internet Explorer, you may experience some issues.  You can always contact a Customer Experience Advisor at 1.844.687.2826 and they would be happy to assist you. 

Hours of operation:  Monday – Friday 8am to 8pm (MT), Saturdays 8am to 4:30pm (MT), closed Sundays and Statutory Holidays

There are several ways that you can search for items on the Shop ATCO website. 

1. Enter the specific key word(s) in the search box in the in the top-right hand corner of any page on the site.  After clicking the “magnify glass”, or pressing enter on your keyboard, the items matching your search description will appear on the page(s) for you to browse. 

2. You can also search from the list of items on the left side of the page (navigation) within any of the departments, such as “Cookware” or “SMART Garage”

Returns & Exchanges

If you need to make a return or an exchange, refer to our Returns & Exchanges policy to make a request.