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Decorelex
Have some question you want answered?
Checkout these common questions, and their answers.
Decorelex
Customer Support
Induction Cooktop FAQ
How does an induction cooktop work?
A magnet produces a magnetic field, which is responsible for the force that attracts or repels objects made of metal. The closer two magnets are to each other, the greater the force of attraction (or repulsion) between them.
Induction cooktops use this principle to create heat. Each burner has a coil of copper wire that generates a fluctuating magnetic field, when an electric current passes through it. This coil is placed beneath the cooktop surface, and when a ferrous metal (i.e. magnetic metals) is placed above it, this field induces (creates) a lot of small electric currents in the cookware. Since ferrous metals are poor conductors of electricity, the resistance of the cookware causes the energy of the current to convert into heat.
This means the utensil itself gets hot, but not the cooktop (Beware of residual heat on the cooktop from the hot pan).
To watch a video of this being explain click here
My cooktop has an error code, what should I do?
If your cooktop has an error code, don’t panic! It likely just a minor problem that can be easily fixed. First, consult your user manual’s error code page to see if you can identify the source of the problem. If you can’t find a solution in the manual, contact us for support. We should be able to help you get your cooktop up and running again in no time..
How do I install my cooktop?
While it’s possible to install a cooktop on your own, it’s typically something that’s best left to a certified electrician. That’s because there are a lot of important safety considerations that need to be taken into account when wiring and installing a cooktop.
In addition, if something goes wrong while you’re trying to install the cooktop on your own, you will not be covered by your warranty. So it’s usually best to leave this type of installation to the professionals.
Here are some basic steps you can take yourself to prepare for the installation:
1. Measure your cooktop and make sure the hole in your countertop is big enough.
2. Sketch out a rough idea of where you want the cooktop to go.
4. Clean any grease or dirt off of the surface where the new cooktop will go
Wall Oven FAQ
How do I install my wall oven?
While it’s possible to install a wall oven on your own, it’s typically something that’s best left to a certified electrician. That’s because there are a lot of important safety considerations that need to be taken into account when wiring and installing an oven.
In addition, if something goes wrong while you’re trying to install the oven on your own, you will not be covered by your warranty. So it’s usually best to leave this type of installation to the professionals.
How many rack positions are in my wall oven?
There are six different levels in the wall oven. You can use these positions to adjust the height of the oven rack to fit whatever you’re cooking. level 1 is the lowest position, and level 6 is the highest position. If you need more space in your oven, you can lower the rack to one of the lower levels. Or if you need to cook something taller, like a Thanksgiving turkey, you can raise the rack to one of the higher levels. Happy cooking!
Is my wall oven safe for my kids?
Yes, your wall oven is safe for your kids. It has a child lock feature that will keep them out, and it also has an automatic shutoff feature that will turn the oven off if it’s not being used. So you can rest assured that your children are safe around your wall oven. Thanks for asking!
General FAQ
What are the delivery charges for orders from the Online Shop?
Standard shipping within Canada is free! If you need your order to arrive more quickly, we do offer expedited shipping for a fee. You can learn more about our shipping rates and options on our website.
Which payment methods are accepted in the Online Shop?
At the moment, we accept all major credit cards (American Express, Visa, Mastercard, Discover) as well as PayPal and Google Pay. We’re working on adding more payment methods in the near future, so stay tuned!
How long will delivery take?
Orders typically take 5-10 business days to arrive, depending on the shipping option selected. Express shipping is available for an additional fee and will arrive by the selected time frame.
Thank you for your interest in our products!
How secure is shopping in the Online Shop? Is my data protected?
Trust is a big part of the online shopping experience. We understand that, and that’s why we take data security and privacy very seriously. Your information is secured with a combination of MD5 and PHPass, so you can rest assured that your information is protected.
We do not store your credit card data, it is passed directly to the payment processing system. If you chose to save your credit cards with us, it will be “stored” on our site via a secure method called tokenization. With tokenization, your actual credit card information is stored on the servers of the payment processor, and the only data saved on our site is in the form of a string of characters called a token. These tokens are designed to be useless outside the precise context they’re created for, meaning the only person able to charge your card is you!
We also use Cloudflare to encrypt all communication between our servers and your computer, so your data is safe even if it’s intercepted. And our secure server software (SSL) ensures that your credit card information is transmitted securely over the internet. So you can shop with confidence at our Online Shop.
What exactly happens after ordering?
After you place your order, your payment is processed. We then select the item from our inventory and ship it to you with our partnered carriers. The entire process usually takes less than 24 hours until your item is shipped.
Do I receive an invoice for my order?
Yes, you will receive an invoice via email for your order. You will receive a second email letting you know your order has shipped. Thank you for your purchase!
What is the return policy?
Non-Defective Returns
With certain exceptions*, you may contact our customer service team to ask for a return for an item(s) within 30 days of receipt for a refund (minus return shipping). Returns outside of the 30-day return window will not be accepted. Refunds will be applied to your account (minus return shipping) once the item has been received and inspected through our warehouse.
To qualify for a general return, the item(s):
– Must be in resalable condition
– Must be free from scratches and/or defects
– Must not have been installed
– Must be in the original manufacturer’s box and packaging and be free of writing.
– Must not be missing pieces
If repacking is needed, there will be a 10%restocking fee.
What's covered under warranty?
If you have a manufacturer defect, it is be covered under the warranty. For example, if your cooktop stops working within the covered period, that would be considered a manufacturer defect and would be covered under the warranty. However, if you drop your phone and the screen cracks, that would not be considered a manufacturer defect.
It’s important to read through the warranty carefully to see what is and isn’t covered. And keep in mind that each warranty is different, so make sure you understand exactly what is and isn’t covered before you purchase anything. If you have any questions, don’t hesitate to reach out to the manufacturer directly. They should be more than happy to help!
Here is our Extended Warranty.
Here is our Standard Warranty.