Order Confirmation
As soon as you place your order, you will receive an order confirmation email. Please ensure that you received this email—if not, contact us at [email protected] with your billing details so we can look up your order. Once we receive your order, we’ll automatically verify that the item is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will contact you via email or phone to confirm whether you’re okay with the wait. If your item(s) are in stock and ready to ship (within 1–3 business days), we will process the payment and submit the order for shipment.
Wrong Seat Type Ordered
Customers are responsible for properly measuring their toilet before placing an order. If you’re unsure, please contact us—we’re happy to help! Toiletland Canada is not responsible if the wrong seat type is ordered and the customer attempts installation. Once the box has been opened, the product is considered used, and eligibility for a refund is void. Opened packages can only be serviced under warranty and cannot be returned due to the hygienic policies we’ve clearly outlined.
Order Shipment
If your order is in stock and we’ve processed your payment, it will ship within 1 to 3 business days from the date of purchase. Tracking information will be emailed to you within 24 hours of your order leaving the warehouse, using the email address you provided at checkout. If you do not receive tracking details within 5 business days of placing your order, feel free to follow up with us at [email protected] and include your order number.
Damages
Please inspect the packaging of your item(s) upon delivery. If you notice any damage, make a note of it when signing for the delivery. Should your item(s) arrive damaged, email photos of both the product and the box to [email protected] so we can file an insurance claim on your behalf. Damages must be reported within 48 hours for the best chance of a successful claim.
Cancellations & Refunds
Orders canceled before shipment are eligible for a refund minus a 5% processing fee, as credit card processors do not reimburse this charge to us. Example: On a $1,000 order, the refunded amount would be $950. If your order has already shipped, you (the buyer) will also be responsible for the actual return shipping cost, which will be deducted from your total refund. Refunds will only be issued to the original payment method—credit card, PayPal, or e-transfer—used at the time of purchase. ⸻ Final Sale & Hygiene Policy All sales at Toiletland Canada are considered final unless the package remains unopened and unused. Due to hygienic standards, we cannot accept returns or exchanges on used units that are in full working condition. If your product is not functioning according to factory specifications, warranty claims can be made directly through us. Tax relief (PST exemption / status card): if you qualify for PST exemption or status-card tax relief, email [email protected] with your documentation before you order. After our team verifies your documents, the eligible taxes are removed automatically at checkout on your account. Please contact us at [email protected] with your order number and issue description, and we’ll assist you through the process.
Eco-Nova / Ultra-Nova / Infinity Eaze-Z3 ExceptionCancellations & Refunds
Eco-Nova, Ultra-Nova, and Infinity Eaze-Z3 bidet seats are covered by a 60-day satisfaction trial. This trial is an exception to our standard unopened/unused hygiene return policy. To qualify, the customer must contact Toiletland within 60 days of delivery. The unit must be returned clean, sanitized, undamaged, and complete with accessories and packaging. Refunds include the product price and original standard outbound shipping. Return shipping back to Toiletland is the customer’s responsibility unless the product is defective or the wrong item was shipped.