Frequently asked questions
What are your hours of operation?

Our Richmond showroom is openMonday to Saturday, 9:00 am to 5:30 pm. We are closed on Sundays and statutory holidays. We recommend checking our Google Business profile for any holiday-specific updates.
Can anyone visit your showroom? Do I need to book an appointment?

Everyone is welcome! We assist designers, builders, contractors, and homeowners alike. No appointment is necessary; please feel free to visit us anytime during our business hours.
How long does it take to order products? What is the lead-time?

We maintain a large inventory in stock, and many items are available for same-day pickup. However, for customized or special orders, our team will provide you with a specific Estimated Time of Arrival (ETA) based on the product.
Will my products meet the building code?

Yes. Our products are suitable for both renovations and new-build housing. Our sales team is available to help you select products that meet your specific project requirements and local building codes.
What payment methods do you accept?

We accept most major credit cards (exceptAmerican Express) and debit cards. Please note that card payments must be madein-person at our showroom. ForWeChat PayandAlipay, a2% processing feewill apply.
Do you offer delivery services?

Yes, delivery is available for an additional charge. Please note that we providecurbside delivery only; our drivers are not authorized to move products into your home or construction site. Please ensure you have assistance available to move your items upon arrival.
Do you provide installation services?

We do not provide any installation services. However, if you require an installer, our sales team can provide a list of local professional referrals for your convenience.
What should I do if my product is damaged upon delivery or pickup?

Please inspect all items immediately. Any damages, cracks, or discrepancies must be reported to us within48 hoursof receipt. We may not be able to provide free replacements for damage reported after this period.
What is your Warranty Policy?

Toilets & Shower Doors: 1-year warranty on parts.

Shower Control Valves & Faucet: 5-year warranty on cartridge.

Note: Warranty covers replacement parts only. It does not cover labor, installation, or expedited air freight. Out-of-stock parts will be placed on back order and fulfilled with the next available shipment.
Do you charge a restocking fee for returns?

Yes. Returns or exchanges for non-defective items are subject to a20% restocking fee. To be eligible, products must be in their original, unopened packaging and accompanied by the original receipt.
Are there any items that are "Final Sale"?

All custom orders, clearance items, and samples areFinal Sale. These items cannot be returned, exchanged, or refunded.
How can I get in touch with the customer service team?

You can visit our showroom in person during business hours, or email us at any time. We strive to respond to all email inquiries within 24 hours.