Support
Customer Help
All your bidet questions and answers here! Common purchase queries answered.
Orders and Shipping
Common purchase queries answered.
How long does it take for me to receive my order?
We process in-stock orders within 1 business day and ship them within 1 to 2 business days after processing. Average delivery time is 3 to 5 business days, and rural addresses can take longer. If a delay goes past 5 business days, we contact you with a status update.
How do I create an account?
Account creation can be done on the top right of the website, for mobile users click on the menu button on the top left corner of your screen and go to, “My Account”.
How do I change my shipping address?
Please e-mail or call us with your order number ASAP. We encourage shipping to the same billing address for faster processing as changing the address will require verification with the credit card holder.
How do I track the status of my order?
We provide tracking numbers to the customer’s e-mail the moment it is sent out. Tracking numbers can take up to 48 hours before providing an estimated arrival date.
Will you keep my credit card information on file?
No. Card payments are processed by Clover Payments, and PayPal payments by PayPal. Toiletland does not keep your card details on file. If you need to make an extra payment or add an item, call us at 1-236-995-2239 with your order number.
Do you charge sales tax?
Yes this is based on your provincial taxes plus federal GST. Toiletland’s policy is to collect sales tax for the federal government to be paid in full every tax year, plus income taxes generated by the sales of bidets in Canada.
What are the average shipping times?
We process in-stock orders within 1 business day and ship them within 1 to 2 business days after processing. Average delivery time is 3 to 5 business days. If it will take longer, we contact you to ask if it is OK to wait. If you cannot wait because of a delay, we give a full refund. Please contact us if you have any questions.
Will my items come in one package?
Yes, your order should arrive in one package. If it needs to ship in more than one package, we will let you know before it ships.
Toiletland Canada’s
Returns and Exchanges
What is your returns policy?
If the box and seal have not been opened, you can send the item back for a net refund: the order total minus a 5% processing fee, the original shipping charge, and the return shipping cost. Once the box is opened or the seal is removed, we cannot take the item back for hygiene reasons. Warranty is still in full effect, and Toiletland’s friendly staff will help you start the process to get your bidet running at factory specifications!
Exception: Eco-Nova, Ultra-Nova, and Infinity Eaze-Z3 seats have a 60-day trial. Within 60 days of delivery, email [email protected] with your order number. We reply with the steps and email you a prepaid return label. Qualifying returns receive a full refund within 10 business days after the unit passes inspection, with no 5% deduction. See the trial terms.
I received the wrong item
We apologize for our mistake! Please take pictures of the product that arrived and send it to our support team at [email protected] along with your purchase order. We will make it right!
My order arrived damaged
Again we apologize! A picture is worth a thousand words especially attached with your invoice number. Please e-mail us at [email protected] so we can take care of it for you as there’s always shipping insurance.
Where should I mail my authorized return?
Assuming the customer hasn’t opened the package, please email us at [email protected] with your invoice number and we can setup the process for you right away! For a 60-day trial return (Eco-Nova, Ultra-Nova, or Infinity Eaze-Z3), email [email protected] with your order number first: we reply with the steps and email you a prepaid return label.
How do I receive customer support?
We are more than happy to help you by email [email protected] or on the phone 1-236-995-2239 during business hours.
What do I do if I entered an incorrect shipping address?
Contact us via e-mail or telephone right away with your invoice number! Please check your e-mail after your purchase to double check the address entered on the invoice!
Can I change or cancel an order after I’ve submitted it?
Yes, if it has not shipped yet. You get a net refund of the order total minus 5%. The 5% covers the credit card fees that we do not get back when we process a refund. If the order has shipped, you can refuse the package and it is returned to us. We then deduct the 5% fee, the original shipping charge, and the return shipping cost, and refund the rest. The 5% deduction does not apply to a qualifying 60-day trial return (Eco-Nova, Ultra-Nova, or Infinity Eaze-Z3).
Can I pre-order an item that is sold out?
Absolutely the product page will allow this and notify the customer. Please contact us if you have any questions about stock arrival or shipping date inquires. We will also send an email for confirmation of delays to the customer’s invoice.
Still stuck? We answer email fast.
Please include your order number so we can pull up your purchase right away.