× To our valued customers: Our warehouses and customer service personnel are working with all of our suppliers to maintain "business as usual" during these difficult times. With safety for all as our first priority, our timely shipping of all orders continues. Please call us at 1-844-347-5862 if you have any questions.

These days we're all pretty familiar with shopping online. It is easy to accept clothes, books, and household goods to our door, but what about receiving a sink or a toilet?

Being a new customer with any online business can be a little intimidating, especially if you're a DIY'er working on a first-time project.

Here's some helpful information and tips to let you know what to expect when ordering from PlumbingOnline.ca.

Lead Times
Lead times for orders depend on two things: inventory levels and delivery address. We have one fulfilment centre in Surrey, BC and another in Mississauga, ON. As such, customers in both Metro Vancouver and the Greater Toronto Area (GTA) can expect next day delivery.

But no matter where you are you're only a few days away from receiving your order.

Some items are inventoried by vendors and are subject to their stock levels. These items are designated with an “Usually ships in 3-5 (Moen), 5-8 (Delta, Brizo, Hansgrohe), or 8-10 (Blanco) business days” message. This is the lead time for us to receive and then ship out any items our vendors have in stock.

For out of stock items, you will be alerted to any special order or delayed lead times once you place your order.

Curious about a lead time before you make a purchase? Our customer support team is on hand to look into any lead times for specific products you're interested in. Feel free to email or give us a call!

As soon as your order ships out you will receive an email that includes a tracking number so you can monitor your order during transit.

Small Package or LTL?
Deliveries from PlumbingOnline.ca arrive in two ways: Small Package and LTL.

Most people are familiar with small package deliveries. These are sent via Purolator or Canada Post to any street address in Canada.

Should you not be home at the time of delivery, our delivery partners are instructed to leave a note informing you to contact them to coordinate a second delivery or pick up at the closest depot. This is a special requirement we make here at PlumbingOnline.ca to ensure you get your order safe and sound.

LTL (Less-Than-Load) deliveries are a little different. This method is for any large orders or heavy items like toilets, Silgranit sinks, tankless water heaters – anything that ships on a pallet.

These orders are sent via Day and Ross, and you will be contacted to schedule a convenient delivery time.

Remember, LTL drivers are only obligated for curbside service so you may want to invite a few friends over to help receive your order.

Inspecting your order (what to look for)
As soon as you receive your order, take a few seconds to look it over. While 99% of our orders arrive safe and sound, accidents can happen and the fastest way to tell if something has been damaged in transit is inspecting the packaging.

Depending on the type of product you ordered, you may want to open it up and make a quick inspection before the delivery driver leaves. Items made of porcelain and Silgranit can be susceptible to damage during transit.

If your order has been damaged, you should be able to tell in just a few minutes of opening your package.

Your driver is required to stay at least 10 minutes after delivery, so don't worry about taking up too much time.

Once you sign for your package, you should take it to a tidy, well lit place to inspect further. Carefully open the box and read any enclosed documents: spec sheets, installation instructions and part lists, any or all, should be included.

Make sure everything is included in the box, even if your project isn't starting for a few months. The sooner we know about any issues, the more promptly we can correct them.

If everything is ok, carefully put all the components back in the box and seal it back up.

Returns and Exchanges
You have 30 days from your delivery date to let us know of any issues with your order. That means even if your items are special orders with long lead times, you still can decide whether or not your order will work for you.

If at any point you would like to return or exchange or have questions, contact us at Customer Support.

We can be reached by email at customersupport@plumbingonline.ca or 1-884-0347-5862.

Russ Richt has been with PlumbingOnline.ca since 2019 and has a passion for all things marketing and customer service. With over a decade of customer support expertise, Russ is proud to share his newfound knowledge of the plumbing industry with customers and online shoppers. He currently resides in Victoria, BC where our customer service centre is headquartered.

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