Store policies

Shipping & Returns

Clear information about order confirmation, shipping, damage reports, cancellations, refunds, and product-specific return exceptions.

Key timing and return details

Review these points before you order and keep this page available after delivery.


In-stock shipment

In-stock orders are processed within 1 business day and shipped within 1 to 2 business days after processing.


Damage reports

Damages must be reported within 48 hours for the best chance of a successful claim.


Standard hygiene policy

All sales are considered final once the box or seal has been opened. The only exception is the 60-day trial for Eco-Nova, Ultra-Nova, and Infinity Eaze-Z3 seats.

Before shipment

Order confirmation

  1. As soon as you place your order, you will receive an order confirmation email.
  2. 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.
  3. 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.
  4. If your item(s) are in stock, we will process the payment and your order within 1 business day and submit it for shipment.

After payment

Order shipment

  • If your order is in stock, we process it within 1 business day and ship it within 1 to 2 business days after processing.
  • 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.

Check before opening

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. The 60-day trial models are the only exception.

At delivery

Damages

  1. Please inspect the packaging of your item(s) upon delivery.
  2. If you notice any damage, make a note of it when signing for the delivery.
  3. 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.
Reporting window: Damages must be reported within 48 hours for the best chance of a successful claim.

Standard policy

Cancellations, refunds, and hygiene

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 and you change your mind, a refund is only possible if the box and seal have not been opened. We deduct the 5% processing fee, the original shipping charge, and the actual return shipping cost from your refund. This does not apply to a qualifying 60-day trial return.
  • 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 once the box or seal has been opened. The only exception is the 60-day trial below.
  • 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.

Policy exception

Eco-Nova / Ultra-Nova / Infinity Eaze-Z3 exception

Eco-Nova, Ultra-Nova, and Infinity Eaze-Z3 bidet seats are covered by a 60-day trial. No other product has this trial. It is an exception to our standard unopened/unused hygiene return policy.

  • To qualify, the customer must contact Toiletland within 60 days of delivery.
  • To start a trial return, email [email protected] with your order number. We reply with the steps and email you a prepaid return label. You do not pay return shipping for a qualifying trial return.
  • Keep the original box and packaging, and sanitize the unit before you return it.
  • The unit must be complete with its accessories and free of abuse or damage.
  • When the unit arrives, we check that it is complete with all parts, has no damage, is sanitized and is in its original box.
  • Qualifying returns receive a full refund within 10 business days after the unit passes inspection, with no 5% deduction.

Questions about your order?

Please contact us with your order number and issue description, and we’ll assist you through the process.

Email Toiletland Canada