FAQ

Shipping

We’re happy to offer free shipping on pretty much all orders over $50 across Canada. However, on the off chance that we cannot offer free shipping due to the weight, size, or destination, we will let you know before you check out. Just add your items to the cart and include your shipping information to check that your order qualifies for free shipping.
Once your item order has left our warehouse you will receive a tracking number by email and SMS text with a timeframe on when your order will be arriving.

Sometimes an item might be put on back order, if this happens, we will notify you and let you know the estimated time for your items to arrive .
We’ll start pulling your order right away. Once the order has been fulfilled, you will receive an email and SMS text message with a tracking number that you can use to see where your order is day or night. If you do not receive an order tracking email for some reason, please contact us at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862 for one of our team members to help you further.
Yes, but only by request. Just contact our customer support team before placing your order and we will work with you to get your order out as soon as possible. You can reach our friendly customer support team by emailing at customersupport@plumbingonline.ca or call our toll-free number at 1-844-347-5862.
Our customer support team is happy to help you with any inquiries you have Sunday to Friday, from 7:30 am to 4:30 pm PT (10:30 am to 7:30 pm EST). If it’s after hours, please email us at customersupport@plumbingonline.ca, and we will follow up within 24hrs.

You can also check on your order status through our Order Lookup page.
Yes, to ensure your order goes to the right person, we require a signature upon delivery.
Most of our orders qualify for our free shipping if they’re over $50. To find out if your order might include additional shipping rates due to size, weight or destination just add your item to the cart and follow these steps.

  • Click the blue shopping cart icon on the top right-hand corner of PlumbingOnline.ca
  • Click on the “View Cart” button.
  • Once on the shopping cart page, there is a field to enter your postal code.
  • Enter your postal code and hit enter.
  • Your shipping costs will then show.
  • If you remove/add items to your cart, the shipping rates may change to give you the most accurate shipping cost.
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.
No problem! If you miss your delivery, the courier will contact you to reschedule. In some rare cases, there might be an additional fee charged by the courier for a second delivery.
If you think you need to make a change to your delivery address, please contact us right away at our toll-free number 1-844-347-5862 or email customersupport@plumbingonline.ca so we can work with the shipping company to change your order's delivery address. In some circumstances, shipping companies may charge an additional cost for this delivery address change.

Returns

We get that sometimes you might change your mind after ordering a product online. If you do change your mind and your item is unused and still in its original packaging, PlumbingOnline.ca will happily accept the return within 30 days of you receiving your order. However, you will be responsible for both the outbound and return shipping costs unless the product is damaged or defective. We will deduct these costs from your refund once the item is returned to us, and you will then receive your refund within 3-4 business days. If a products was purchased with PayPal and returned within our 30-day return window you will incur a 2.5% return fee charged directly by PayPal.

If you return a special order item there will be a re-stocking fee that will be deducted from your refund, no exceptions.

For health reasons, there are no returns on any toilet seat or washlet that has been installed and/or used.

To begin the return process, please email us at customersupport@plumbingonline.ca or call one of our friendly customer support team members toll-free at 1-844-347-5862 to help you with the next steps.
Accidents happen sometimes but, we go the extra mile to ensure that your product is gets deliver intact without any damages. On the rare occasion that you receive a damaged or defective item we can set things right and pay all costs for the return shipment and any replacement shipment.

To begin the return process, please email us at customersupport@plumbingonline.ca or call one of our friendly customer support team members toll-free at 1-844-347-5862 to help you with the next steps.

About PlumbingOnline.ca

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.
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.
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.
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.

Products

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.
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.
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.
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.
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.
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.
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.
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.
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.
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. Please note that for sanitary and health reasons, PlumbingOnline.ca is unable to accept the return of any washlet/bidet or toilet seat that has been installed and/or used. We are sorry, but there will be no exceptions to this policy.
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.)

Pricing

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.
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.
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.
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.

Packaging

PlumbingOnline.ca strives to use the least packaging necessary for your item to arrive safely. Most products will be shipped as they were received directly from the manufacturer. Additional kraft paper may be used to ensure box remains closed and sealed while in transit. From time to time additional packing material such as wrap or packing peanuts is necessary to ensure adequate padding prior to shipment. Cardboard, kraft paper and wrap can be recycled and our starch based packing peanuts may be dissolved in water or composted. See example video below.

Cornstarch Peanuts