FAQ

A. About PlumbingOnline.ca
What makes PlumbingOnline.ca the best place to purchase all my plumbing fixtures and parts?
PlumbingOnline.ca has over 10,000 quality plumbing products carefully selected to meet all your home improvement needs. PlumbingOnline.ca is the most competitively priced, friendly, informative, one-stop online plumbing outlet in Canada. In addition to an extensive selection of great products, our team provides you with the best customer service available online. Whether you require technical or design advice, or information on an order you have placed, the customer service team at PlumbingOnline.ca will provide the answers you need. Please email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

When I call PlumbingOnline.ca will I get to talk to a real live person? Or will I be greeted by an automated attendant that forces me to go through 58 different prompts?
We have humans answering our phones Monday - Friday; yes - real humans who answer immediately. And they are in our offices. And they know our products. Unlike other companies, we do not outsource our customer service to a nameless, faceless third party. The cheerful and helpful voices on the other end of the phone are all proud members of our PlumbingOnline.ca team. We're not kidding - try it!! Call our toll-free number at 1-844-347-5862.

Okay - I'll call; can the PlumbingOnline.ca customer service team really help me?
Yes! If you have real time enquiries and need one-on-one live customer service, PlumbingOnline.ca can help! Contacting our fast, efficient and knowledgeable team will save you time and help you find exactly the products that meet all your needs. Please call our toll-free number at 1-844-347-5862 for all the help and advice you need.

Does PlumbingOnline.ca really follow up with every customer review? You have over 3,900 of them!
Yes! PlumbingOnline.ca values not only your loyalty and business, but also your voice. We are always looking for ways to improve and want to hear directly from our customers. Whether you have praise or feedback, we would love to hear from you on our customer review page.

B. Products
How can I be sure I am purchasing the product I need?
To inquire further about our products prior to purchase, we recommend contacting the reliable PlumbingOnline.ca team. Send us an email at customersupport@plumbingonline.ca or call us toll-free at 1-844-347-5862.

Where can I learn more about the products specifications?
Many product pages on PlumbingOnline.ca contain a link to a specification sheet under the Manufacturer Supplied Links header. If you have any further product questions, please email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

I don't see the item or finish/colour I want on PlumbingOnline.ca, what are my options?
PlumbingOnline.ca has access to almost every major product line. This allows us to help you find virtually any plumbing related item. By contacting us we can advise you of the price and availability of the product. To get answers to all of your product questions, email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

How can I check the PlumbingOnline.ca stock?
PlumbingOnline.ca keeps track of each products stock and constantly updates product pages with inventory levels. On the product detail page, directly below the products price, PlumbingOnline.ca lists the estimated stock of each product. If you have any further questions regarding the stock of our products, please email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

Will I receive a receipt for the products I ordered?
Once you complete your order, PlumbingOnline.ca sends an automated confirmation email validating that your order has reached our warehouse; this email also acts as your receipt. If you did not receive an email when you completed your order, please email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

Can you help me install my products or give me advice?
PlumbingOnline.ca has a knowledgeable staff that is happy to answer your questions. Though our PlumbingOnline.ca team are not certified plumbers, they can provide valuable design and technical consultation as well as insightful product advice. If your questions are too advanced for our staff, we may refer you to the manufacturer or a local plumber. To reach us for assistance, please email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

How do I obtain templates and manuals for the products I have purchased?
PlumbingOnline.ca suggests searching the web for the templates and manuals you need. Generally, there are PDFs of templates and manuals posted on manufacturers' websites. If you are still unable to find the documents you seek, please contact our team via email at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

What are the PlumbingOnline.ca warranty policies?
PlumbingOnline.ca offers a 30 day warranty on all our products. Once our 30 day return policy has expired, the product's warranty is supported by the manufacturer. If you have further questions regarding warranty of any products we sell, please email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

What happens if I receive a defective product?
Occasionally our customers receive a product that is defective due to a problem during manufacturing. If this occurs, please email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862. You may be required to provide a brief summary of the product's defect and if necessary take photos of the defective product so we can get a replacement from the manufacturer.

I changed my mind about a purchase, can I return it?
If you are unhappy with your product and it is unused and still in its original packaging, PlumbingOnline.ca will accept the return within 30 days of you receiving your order. You are responsible for both the outbound and return shipping costs unless the product is defective. We will deduct these costs from your refund once the item is returned to us. To begin the return process, please email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

I changed my mind about a special order item I purchased, can I return it?
Some of the items on PlumbingOnline.ca are classified as special order items in that we do not normally stock these products - they are specially ordered for you and ship direct from the manufacturer. As with items we normally stock, we will accept returns of all special order items sold within 30 days of you receiving your order. However, in addition to you being charged both the outbound and return shipping costs, you may also be charged a re-stocking fee. (Please note that any re-stocking fees charged by PlumbingOnline.ca are simply on a "cost recovery basis" - the fees are exactly the amount charged to us by the manufacturer for re-stocking/returning the product.)

C. Shipping
Does PlumbingOnline.ca offer free shipping?
PlumbingOnline.ca gladly offers free shipping within Canada on all orders above $29 (before taxes). If your order is less than $29 (before taxes), there is a $12 shipping flat rate charge. If you have further questions, please refer to our Shipping Info page. Alternately, please email us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

I need my product as soon as possible, what are my options for faster delivery?
PlumbingOnline.ca offers express shipping by request. If you need express delivery please contact us prior to placing your order via email at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862 and our knowledgeable staff will help process your request so you can receive your product in a timely fashion. Please note that express shipping is not available on vendor direct shipments.

When will my order be delivered?
Our Shipping Info page provides an estimated shipping time. If you still have questions or concerns, please email the PlumbingOnline.ca customer service team at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

Can I track my orders shipping progress?
Shortly after your order ships from PlumbingOnline.ca, we will send you an email including the tracking number for the shipment. If you do not receive an order tracking email, please contact us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

What is a "vendor direct" shipment?
A vendor direct shipment is an order placed by you that is shipped directly from the product manufacturer. Our customer service team will notify you via e-mail if all (or part) of your order is shipping direct from the manufacturer. If you have any questions about your order, please contact us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.

Does PlumbingOnline.ca ship to the USA?
PlumbingOnline.ca is a proud Canadian based company that ships anywhere in Canada. Though we accept payments from US billing addresses, we do not ship outside of Canada.

D. Pricing
What forms of payment does PlumbingOnline.ca accept?
PlumbingOnline.ca accepts Visa, MasterCard, and PayPal. Please note that products purchased with PayPal and returned within our 30-day return window incur a 2.5% return fee imposed by PayPal. If you have further questions about our payment options, please email us at customersupport@plumbingonline.ca or call us toll-free at 1-844-347-5862.

I found the same product for a cheaper price, can PlumbingOnline.ca match this?
At PlumbingOnline.ca we are happy to consider any price match request. If you wish to make a price match request, please contact us via email at customersupport@plumbingonline.ca or call us toll-free at 1-844-347-5862. Certain conditions apply.

I bought something at PlumbingOnline.ca and now PlumbingOnline.ca is showing a lower price, can I get the difference back as a refund or a store credit?
Yes - if you notice that we lowered the price on an item within 30 days of your purchase, please contact us and we will refund the difference. If you would prefer a store credit, we can issue that instead of a refund. For further information, please contact us via email at customersupport@plumbingonline.ca or call us toll-free at 1-844-347-5862.

Does PlumbingOnline.ca offer discounts for contractors and/or large volume orders?
At PlumbingOnline.ca our advertised prices are already very competitive and heavily discounted. However, depending on the order size and specific products ordered, we may make additional discounts. For more information, please email our sales team at customersupport@plumbingonline.ca or call our toll-free number 1-844-347-5862.