| Q: | Is your site secure? Will the information I provide during the purchase process be protected? |
| A: | Yes. This website is 100% secured with SSL, both order management and credit card capture. We do not share information with anyone. See our Privacy Policy for more details. Click on the Internet Secure Logo to see our payment processor's Privacy Policy. |
| Q: | How long have you been in business? |
| A: | We have a 30 year Canadian business history. All of it related to the plumbing market. |
| Q: | Where are you located? |
| A: | We are located in Calgary, Alberta. Canada. |
| Q: | Is there a warranty on your products? |
| A: | Yes. All our products carry the Manufacturers Warranties. Click on the Customer Service Policy link for a breakdown on the various warranties. |
| Q: | Do you have a Privacy Policy? |
| A: | Absolutely. Click on the Privacy Policy link to see it. Click on the Internet Secure Logo to see our payment processor's Privacy Policy. |
| Q: | What payment methods do you accept? |
| A: | We accept Visa, Mastercard, American Express, Discover and Interac Online. |
| Q: | How will I know you have received my payment, shipped my order, etc? |
| A: | We will notify you of every event in the purchase process complete with the FedEx Tracking Screen upon shipment so you can see exactly where your order is at any given time. |
| Q: | What happens if I buy from you and then I do not like it for reasons other than damage to the product? |
| A: | Please notify us of your intent to return the product. You are responsible for the shipping and cross border charges (if applicable). Upon receipt of your returned order we will inspect same to ensure it is in the same condition as when we sent it to you with no damage. We will then issue a refund to your credit card for the full amount you paid minus our original shipping and cross border charges (if applicable). We will also hold back a 30% restocking charge. |
| Q: | I received my order but there are no installation instructions. What do I do now? |
| A: | The majority of our products show a Specification and/or Installation Guideline link within the product description area. Your installer can view them online or print them off. Due to the fact that these products are not promoted as Do It Yourself the manufacturer does prefer to have their products installed by professional tradespeople who know how to install a basic plumbing product. One of the first questions the manufacturer asks in the event of a problem is: Was it installed by a licensed tradesperson? |
| Q: | Who do you use for shipping the product? |
| A: | Our preferred carrier is FedEx Ground. |
| Q: | Are your shipments insured? |
| A: | Yes. Every shipment is fully insured. |
| Q: | Does FedEx deliver to Post Office Boxes? |
| A: | No they do not. You must enter a physical address. |
| Q: | How long will it take to receive my order? |
| A: | In most instances you will receive your order in approximately 2 weeks from the payment date. However, due to heightened security measures during the shipping process, customs clearances and unforeseen occurances (weather events, holidays, etc.) please allow 2 to 4 weeks for delivery. |
| Q: | Do you really pay all the shipping charges? |
| A: | Yes. We pay the shipping charges to any points in Canada and the contiguous U.S.A. The buyer is responsible for duty and brokerage charges incurred with U.S.A. border crossings. |
| Q: | I live in Canada. Will I be charged the Canadian GST (Goods & Services Tax) when I order from you? |
| A: | No. Your cost is the price listed on the Website. We pay the GST. |
| Q: | I do not live in the U.S.A. or Canada. How will you ship to me and what will it cost? |
| A: | Please contact us by e-mail with your information and we will make arrangements to ship by whatever method you choose. |
| Q: | What if you do not have the product I order? |
| A: | In the event we are unable to supply what you ordered within 2 to 3 weeks we will notify you with an anticipated delivery date. Should you decide not to wait we will be happy to refund your payment in full with no questions asked. |
| Q: | How can I verify you have the product that I want to order before I pay for it? |
| A: | Simply send us an email message with the product you require, we will check inventory levels and reply in a timely manner. |
| Q: | I see you have exactly what I need but I have to have it within a week at the latest. Can you deliver in that time frame? |
| A: | Certainly. We can ship by air but that would involve a substantial extra charge to you. We would not pay for shipping in that event. |
| Q: | Will you direct me to a showroom so I can physically see the product I want? |
| A: | Unfortunately we cannot do that. These products are not readily available to the general public. Although you may be able to find a stocking distrubutor in your area it is unlikely you will find the selection of product we have. The best we can do is suggest you contact your local wholesale plumbing supplier. They may be able to put you in touch with someone who stocks the product you want. |
| Q: | Is there a discount if I buy more than one of any particular product? |
| A: | Quantity discounts may be available. Please contact us and provide the quantity and product description. |
