Frequently Asked Questions (FAQ)

You can find contact information for accounts receivable personnel assigned to your account in the top right corner of your statement. If you don't have access to a statement, please contact our Customer Experience Center (CEC) at 1 833 935-3252 (toll-free), Monday to Friday, 8:00 a.m. to 5:00 p.m. eastern time, option 4 for accounts receivable.

If you're looking for a missing invoice, here are the steps to obtain it without reaching customer support.

1. Log in to your airliquide.ca account. If you don't remember your password, please click on Forgot password? in the login popup window. Don't have an airliquide.ca account yet? Please use our online registration form and have an invoice from the last six months nearby for express registration.

2. Once logged in, click on 👤 Welcome, [your first name] on the right-hand side of the top white ribbon in the website header. Select My Invoices from the dropdown. You can filter by date, invoice number, purchase order (PO) number, order number, or by unpaid invoices.

3. You can also access your most recent invoices through My Activity.

Are you still unable to find the invoice you're looking for? Maybe your airliquide.ca account is not linked to the Air Liquide account associated with the missing invoice. Please write to alcsupport@airliquide.com so we can remediate the situation.

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The most common ways to buy packaged gas from Air Liquide are cylinder rentals and leases. There's also a third option, which consists of becoming the owner of the gas cylinder (exchange cylinders), but let's focus on renting and leasing for now. Please see below for a summary of the key differences.

• Renting

  • Default method when purchasing most Air Liquide gas cylinders.

  • Monthly invoice, billed at the end of every month.

  • A daily rental fee per cylinder is applied. If you have more than one cylinder in rental on the same account, it will all show on the same invoice.

  • Does not require an annual contract.

  • Pick up or return cylinders anytime.

  • Rentals are generally associated with short-term usage and varying cylinder balance.

  • If you prefer the lease option, please contact our Customer Experience Center (CEC) at 1 833 935-3252 (toll-free), Monday to Friday, 8:00 a.m. to 5:00 p.m. eastern time, or your account executive.

• Leasing

  • Yearly invoice.

  • Save money in comparison to daily rental.

  • Requires a 1-year or 3-year contract.

  • Leases are specific to cylinder type/size - ALTOP™, EXELTOP™, SMARTOP™, large, small - so ensure you switch out the same type and size.

  • Leases are not gas type specific.

  • Leases are generally associated with long-term usage, fixed cylinder balance, and sustained consumption.

  • Contact your account executive if you wish to cancel your leases since they do not automatically cancel when you return the cylinders.

First, we ask you to call our Customer Experience Center (CEC) at 1 833 935-3252 (toll-free), Monday to Friday, 8:00 a.m. to 5:00 p.m. eastern time. If needed, they will put you through with the store.

Air Liquide stores do not offer repair services for welders and plasma cutters. However, we do sell spare parts for welders and plasma cutters online and in-store. If you need a referral for repair companies, please contact our Customer Experience Center (CEC) at 1 833 935-3252 (toll-free), Monday to Friday, 8:00 a.m. to 5:00 p.m. eastern time.

Some of our stores can usually provide customers with dry ice in standardized formats. However, we suggest you call our Customer Experience Center (CEC) at 1 833 935-3252 (toll-free), Monday to Friday, 8:00 a.m. to 5:00 p.m. eastern time, before going in-store.

The current inventory in our distribution centers is available online for hard goods, consumables, and exchange cylinders. You can also select your store by clicking on the link on the left-hand side of the top white ribbon in the website header or via the product description page. You will then be able to see the current inventory of that store before ordering online or going in-store.

For gas cylinders other than exchange cylinders, please contact our Customer Experience Center (CEC) at 1 833 935-3252 (toll-free), Monday to Friday, 8:00 a.m. to 5:00 p.m. eastern time. Please know we are currently working on adding this information to the website.

1. Log in to your airliquide.ca account. If you don't remember your password, please click on Forgot password? in the login popup window. Don't have an airliquide.ca account yet? Please use our online registration form and have an invoice from the last six months nearby for express registration.

2. Once logged in, go to My Account by clicking on the link on the right-hand side of the top white ribbon in the website header.

3. On the left, click on My Orders to access your order history. You can then filter by backorder.

1. Get your return merchandise authorization (RMA)

   1. Contact our Customer Experience Center (CEC) at 1 833 935-3252 (toll-free), Monday to Friday, 8:00 a.m. to 5:00 p.m. eastern time to obtain an RMA document.

2. Print your RMA

   1. Print two copies of your RMA and place one of the two copies inside the return packaging. Keep the other copy to know where to ship the merchandise.

3. Pack the merchandise

   1. Pack the merchandise securely to provide adequate protection from the elements and the risk of damage, loss, or theft.

4. Return the merchandise

   1. Ship your return package to the address indicated on your RMA document. It should be one of the two following addresses:

      1. Distribution center - Ontario

         1. Air Liquide Canada Inc., 1139 Industrial Rd, Cambridge, ON N3H 4H3, Canada

      2. Distribution center - Alberta

         1. Air Liquide Canada Inc., 6354 Roper Rd NW, Edmonton, AB T6B 3P9, Canada

   2. The customer is responsible for the return shipping fees of any item returned.

You can also return the merchandise to an Air Liquide store.

Your refund will be issued after the merchandise has been received and inspected. Air Liquide Canada reserves the right to refuse a refund or return, or to charge fees if the customer has damaged the merchandise and/or the original packaging of the product. The refund will be made using the same payment method used for your purchase.

You will receive a confirmation email once the return process has been completed on our side.

Any expedited shipping charges you paid on the original order are non-refundable.

Please use our online registration form to open an Air Liquide account in Canada. Please be advised Air Liquide will perform a credit check if you wish to purchase gas other than exchange cylinders. Once submitted, it will take 24 to 72 hours for your account to be activated. You will then receive an automated email confirming that your account is ready to be used.

Your airliquide.ca account gets automatically created during this process. Please note that your airliquide.ca account is associated with your email address. You can then order your gas and equipment online via our transactional website. If you can't find a product online, need to call, or go to a store, please use your Air Liquide account number.

Unfortunately, it is not possible to open an Air Liquide account in-store. If you wish to purchase gas other than exchange cylinders, please follow the process above before visiting an Air Liquide store to avoid unnecessary travel.

Outside Canada? For the United States, please visit the Airgas website. For other countries, please visit airliquide.com.

Yes, you can create an Air Liquide account even if you're not a company owner or employee. Please note an account is mandatory for buying gas from Air Liquide, except for exchange cylinders.

No, Air Liquide does not provide, refill or exchange SodaStream® type cylinders.

Being the owner of your cylinder is possible, but only with standardized formats Air Liquide refers to as exchange cylinders:

• ALbee (size 11)

• Tulip cap (size 9)

The process is quick and easy and doesn't require an Air Liquide account. You first buy the full cylinder, then only need to pay for the gas when the cylinder's empty. We'll swap the empty cylinder for a full one.

We do not fill gas cylinders in-store. For customer-owned and exchange cylinders, please visit one of our stores. Our trained staff will give you options.

If Air Liquide cylinders are lost, stolen, or heavily damaged, the customer is held accountable for the replacement cost of those cylinders. It is totally up to the customer whether or not they insure them.

Here are the most common cases when returning empty cylinders:

• Ordering new cylinders

  1. Log in to your account

     1. Log in to your airliquide.ca account. If you don't remember your password, please click on Forgot password? in the login popup window. Don't have an airliquide.ca account yet? Please use our online registration form and have an invoice from the last six months nearby for express registration.

  2. Shop for the gas you need

     1. If you add cylinders to your cart via the product description page, the default order quantity and return quantity is one (1). If you're ordering more than one cylinder, don't forget to modify the return quantity to reflect the number of cylinders you're returning. You can also edit this information at the cart level.

     2. If you are using the quick order tool, please note the return quantity will match the order quantity.

     3. In the cart, click on Checkout and complete the order.

• Returning empty (or unused) cylinders only

  1. Log in to your account

     1. Log in to your airliquide.ca account. If you don't remember your password, please click on Forgot password? in the login popup window. Don't have an airliquide.ca account yet? Please use our online registration form and have an invoice from the last six months nearby for express registration.

  2. Add cylinder pickup to your cart

     1. Via the product description page

        1. Search for A0264293 in the website search box, the A code for cylinder pickup. Once on the product description page, leave the return quantity value to one (1), even if you have more than one cylinder to return.

        2. Click on Add to Cart.

     2. Via the quick order tool

        1. Go to the quick order tool.

        2. On the left-hand side, enter A0264293 in one of the text fields and select one (1) as the corresponding quantity.

        3. Click on Add to Cart.

  3. Add some notes

     1. Go to your cart and click on Checkout.

     2. Provide comprehensive details about the pickup in the shipping instructions. Include information such as the number of cylinders, their type and size, the type of gas they contain, and any other relevant specifics. If you leave the shipping instructions empty, Air Liquide personnel will contact you to know what to pick up, delaying the overall process.

     3. Folllow with the other checkout steps until order is submitted.

A sales order (SO) is then automatically created. The field team will handle the pickup and delivery (P&D) route and schedule.

For exchange cylinders, if your cylinder's empty, please drop in one of our stores so we can swap it for a full one.