Help & FAQ
This is the Help & FAQ section of our website. If you do not find the answer to your question here, call us directly at 855-642-6391 and we'll be happy to help you.Can't Find What You're Looking For?
If you can't find something you're looking for, please contact us and we'll do our best to source it for you. All you have to do is ask! You can also visit our site index for a broad list of our most popular products.
All orders with a subtotal over $149 will be eligible for FREE delivery if the shipping address is One of the 10 Canadian provinces. Shipping times vary depending on location and Handy Washroom Direct reserves the right to ship via any method it feels acceptable.
We sell top quality products and stand behind them 100%, if you are not completely satisfied with your purchase contact our amazing customer service team and we will gladly make it right. Each product we sell is covered by a manufacturer's warranty.
You may return most new, unused items within 30 days of delivery if you are not completely satisfied. Returned merchandise must be shipped in original packaging, freight prepaid, and in resalable condition and is subject to a 25% restocking fee. Some exceptions apply (see "Returns" tab on product page for more details).
Do I need to create an account to place an online order?
No, you can place an online order without creating an account. The advantage of creating an account is that it makes the checkout process much faster for future purchases - you won’t be prompted to enter your billing and shipping information each time you shop.
Can I make changes or cancel my online order?
Please contact us immediately to cancel an order. Once the order has been sent to a shipping facility, we are not able to cancel it. Some orders start processing within 20 minutes after they have been placed. In this case, we ask that you please wait until the order arrives and follow the return procedure.
Can I pick up my items?
Unfortunately not. Your items are not located at any one location, they usually ship from warehouses located in various parts of Canada and the US.
Do you guarantee that your in-store inventory information is correct?
No. Although we do our best to keep the information on this website current, changes may occur without notice. Typically, we receive inventory information from our supplier every few weeks and inventory changes between these updates are not reflected on the website. If you would like to find out if your item is in stock or when it will be ready to ship, feel free to contact us.
What if an item I ordered is not in stock, or does not have an "Add to Cart" option?
Any item that is not currently in stock will be shipped to you when it becomes available. You will not be charged until your item is prepared to ship; however, a hold may be placed on the funds to cover the back-ordered item.
Some items are available for purchase but require special handling or shipping to ensure they arrive to their destination in one piece. If you would like to purchase an item that cannot be added to cart, please contact us with the quantity and product you wish to order and we will provide a customized quote to get the order safely to you.
May I purchase products in quantities? Do you offer quantity discounts?
You may purchase multiple quantities of products. We reserve the right to limit quantities or refuse orders and will notify you when that is the case. For larger order, we may be able to offer an additional discount. Please contact us to find out more.
What forms of payment are accepted for online purchases, and when am I billed?
We accept Visa, MasterCard, American Express, Discover Card, and PayPal. We do an authorization when the order is placed to verify that the funds are available. We do not charge your card or account until the order is ready to be shipped.
Why aren't shipping options being generated for my order at checkout?
If you have heavy or large items in your cart, you may receive a message at checkout that says "the shipping rate for one or more items in your cart can't be calculated based on the information you provided." It may be because you are trying to ship outside of our shipping zone or because your order is larger or heavier than the limits allowed by our courier. In this case please contact us and provide your shipping address and items you wish to purchase in order for us to manually quote your shipping costs.
Can I place an order to be shipped outside of the U.S. and Canada?
In most cases - Yes. For international shipping rates, contact us with your location and the details of the items you would like shipped. For international shipment you will normally be responsible for any taxes and duties. Our agreement with some manufacturers prevent us from shipping to certain countries, but we will let you know if that's the case.
What are my shipping options?
Free shipping is available for order over $149 shipping within the 10 Canadian provinces. These shipments can take from 1 to 7 business days from the time we ship them. You can select FedEx Ground or FedEx 2-Day for quicker shipping times.
US customers receive most packages via FedEx.
Large or heavy orders that do not qualify for courier shipping will be shipped via freight service of our choice. See our shipping policy for more details.
How can I choose what currency I pay in?
At the moment we only accept Canadian Dollars. US customers' orders will be converted from CAD to USD by their credit card company or PayPal. Before checking out make sure the currency icon at the top right of the page is set to your desired currency (Note: For US customers this is only an estimation as your credit card company may convert at slightly different rates).
What sales tax will I be charged on my order, are they included in the prices shown online?
US customers pay no sales tax. Canadian customers will be charged sales tax based on your Province or Territory. Please note that shipping charges are also subject to sales tax in Canada. Prices shown for each product do not include taxes; they are calculated and charged at the time of checkout.
Do I receive an invoice for my order?
Yes. You will receive your order confirmation via e-mail when you place your order. If you need an official invoice, please contact us and we will email it to you.
Do your products come with a warranty?
Yes. Warranties vary based on the product and manufacturer, but at a minimum Handy Washroom Direct covers everything we sell by a 1 year warranty. The only items not covered are replacement parts or refills - basically any item found under our "Replacement Parts and Refills" category.
If you have any problems with anything you've purchased from us you can contact the manufacturer directly during the warranty period or just contact us within the first year and we'll gladly take care of it for you.