Shipping & Returns
Many of our products are in stock and usually the ship next business day.
If you need your items shipping urgently, please contact us prior to placing an order to confirm availability and shipping time.
Depending on the product, your order may ship from a US or Canadian Warehouse.
Most Canadian orders ship via Canada Post, FedEx or UPS. US orders ship mostly via UPS.
For Canadian and US customers, duties, taxes and customs fees are all included for all orders.
Your order will be assigned a tracking number and it can be tracked via the carrier's website. You will be emailed a confirmation that your order has shipped along with the tracking number. Select your carrier below to track your shipment.
We ship orders Monday to Friday excluding weekends and holidays. Orders placed on these days will be processed next business day.
Orders received before 12PM EST will be processed same day.
DELIVERY & SHIPPING TRANSIT TIMES
Please note that these transit times are from when the product is shipped and not from when the order is placed, product availability varies, please contact us to confirm when your products will be ready to ship
Free shipping (4-10 business days)
Fedex Ground (2-5 business days)
Fedex Express (1-3 business days)
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. In this case please contact us and provide your shipping address and items you wish to ship in order for us to manually quote your shipping costs.
Larger items or orders may be shipped to you using a freight service. The trucking company usually requires someone be available to receive the goods or they may be forced to reschedule delivery and charge additional fees. If the delivery location does not allow access to large trucks, you are responsible to let us know prior to placing your order. Additional fees arising due to these circumstances will be the responsibility of the customer.
At this time, you are only able to checkout online if your order is shipping domestically to Canada and the United States. If you are located outside of Canada & the US and wish to place an order, please contact us at firstname.lastname@example.org. Some items may not be shipped outside of Canada due to manufacturer agreements with Handy Washroom Direct.
SATISFACTION GUARANTEE & WARRANTY
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. If you have any problems with anything you've purchased from us you can contact them directly or just contact us within the first year and we'll gladly take care of it for you.
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. If the reason for return is a result of our error we'll waive the restocking fee and even pay the return shipping costs. Note that in most cases items will have to be shipped to our warehouse in Canada. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, login to your account on our website and select "Return Item(s)" in the Completed Orders section. Follow the instructions and submit your request. We will email you with instructions for how to return items from your order. Alternately, you can contact us with your order number and details about the product you would like to return. Returns can only be made once you have followed these steps and have received a Return Authorization. Handy Washroom Direct inspects all returns and reserves the right to refuse credits on damaged, misused or non-resalable items.
If the courier is unable to deliver the package due to the customer not being available at time of delivery and fails to pick-up the package from the courier's facility within the required time-frame, then the package will be forfeited or sent back to the origin facility by the courier (depending on the carrier). In the event the item is sent back without a Return Authorization by the carrier, the return will be subject to a 50% restocking fee as well as the costs associated with shipping the package back to our facility. It is critical that the package is shipped to a location where someone will be available to receive the package to avoid these unnecessary costs.
For health reasons we cannot return sanitary napkin/tampon disposals, shower seats, shower curtains and specimen cabinets.
Replacement parts and refills are not eligible for refunds. These include all items in our "Replacement Parts and Refills" category.
DAMAGED & MISSING GOODS
Unfortunately damage can sometimes happen during shipping and only the carrier company can verify the damage at the time of delivery with you. They also approve any subsequent reimbursement for damages caused during transit. As the receiver, you are responsible to check the shipped items for damage before signing for them. If damage is found, you must report this to the driver. In some cases (depending on the courier) you may report shipping damage after the the driver has dropped off the package. Damage must be reported to us within 3 days of delivery to qualify for a replacement. Please open mirror packaging within this timeframe and confirm your mirror is not damaged and then store safety until required on your project.
If your items were shipped but items were missing from your order, it may mean that your order shipped in different shipments and you received a partial shipment. Check your order status for multiple tracking numbers and track each one separately. If for any reason there are missing items you must report them to us within 48hrs of the delivery date so we may assist and file any necessary claims within the appropriate timeframes.
If you have any issues, please contact us and we will gladly try to assist you.