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FAQs

ORDERS

  • Real-time stock availability is shown on each product page. 
  • This reflects the number of in-stock items ready to ship.
  • Many of our products are made-to-order or crafted in specialty fabrication studios, ensuring exceptional quality.
  • If an item is out of stock or below the required quantity, an Estimated Ship Date will be shown.
  • Estimated Ship Dates are regularly monitored and updated.
  • Generate a quote instantly by adding products to your cart and downloading it as a PDF.
  • Volume discounts are automatically applied.
  • If a product displays "Request Quote," please follow the request process on the product page.
  • For customization requests, email [email protected]. Quotes will be provided within 1–3 business days.
  • Changes can be made within 5 business days of purchase. After this period, modifications may not be possible.
  • If your order has shipped within this timeframe, adjustments cannot be made.
  • To request changes, email [email protected] with your Order Reference Number (SH-).
  • Orders can be canceled within 5 business days of purchase if they have not yet shipped.
  • Orders over $10,000 CAD are final sale after the 5-day period.
  • To request a cancellation, email [email protected] with your Order Reference Number (SH-) and reason for cancellation.
  • Check your order’s Estimated Ship Date by logging into your customer account.
  • The order status page provides:
    • Estimated shipping date ("week of")
    • Any relevant order notes
  • Orders are monitored, and customers will be contacted in case of delays.
  • For fastest assistance, we recommend checking your order status before reaching out.
  • Once shipped, you’ll receive an email with a tracking link.
  • Track your order via the link or by logging into your customer account.

SHIPPING

Casson Hardware is based in Toronto, Canada and proudly ships worldwide.

Shipping / Pick-up: Greater Toronto Area (GTA)

  • Orders will be delivered via Canada Post, depending on the order type and/or your location.
  • Enjoy free pick-up from the Casson studio in Toronto.

International Shipping

  • Shipments may be subject to import taxes, duties, and/or customs fees upon arrival. These charges are set by your local customs authority and are the sole responsibility of the recipient (consignee).
  • To receive your shipment, it’s essential to settle these fees. For details, we recommend checking with your local customs office.
  • UPS or other carriers may issue a separate invoice for these charges after delivery. It is the customer’s responsibility to ensure that all applicable fees are paid promptly to avoid any delays or disruptions with the carrier.
  • If you receive a duties or brokerage invoice from the shipping provider, please follow the instructions provided to complete payment directly with the carrier. 

PO Boxes

  • Many carriers do not deliver to PO Boxes. 
  • For seamless delivery of your order, please provide a physical address at checkout. 
  • Eligible Orders over $750 CAD qualify for free shipping.
  • Trade Program Members receive free shipping on eligible orders over $500 CAD.
  • Free Shipping is automatically applied upon check out for applicable orders.
  • Exclusions: Oversized items, remote territories, and special freight orders may incur additional charges.
  • Some shipments require a manual shipping quote. We will contact you directly to confirm details.
  • Address changes must be requested within 3 days of purchase.
  • For made-to-order items, changes can be made within 5–7 days, provided production has not begun.
  • Once shipped, address changes are not possible.
  • Orders are shipped as one consolidated shipment unless requested otherwise.
  • To request a split shipment, email [email protected] with your Order Reference Number (SH-).
  • Additional shipping costs apply for split shipments.
  • Delivery timelines for split shipments will be provided based on stock availability.


  • In-stock items ship within 1–3 business days.
  • All other items will ship directly to you or be dispatched from our Toronto warehouse once available.
  • Estimated Ship Date is the date your order is expected to leave either our Toronto-based location or the original drop shipper.

RETURNS

Eligible products may be returned within 30 days of receipt. Items must be returned in their original packaging and condition, including all original fasteners and screws. Products showing any signs of installation or damage will not be eligible for a refund.

INELIGIBLE ITEMS

Items below may be accepted at the discretion of Casson with a restocking fee of 20%.

  • Door Hardware, Hinges, Handrail Brackets, Faucets & Fixtures, Washbasins, Furniture.
  • Lighting & Electrical items for return must be in pristine, saleable condition, with wire ends intact and original packaging. If the parts for a return were purchased as a part of a kit, the complete kit must be returned. We will not be able to refund/ credit separate parts of a kit/ system.

Items below are not eligible for returns and are final sale.

  • Commercial Hygiene & Dispensing Fixtures [Dan Dryer, d line], Bulk Orders of a Specific Item (15+), Made-to-Order, Customized Orders, Outgoing & Discontinued products, Sale items, Gift Cards.
  • Orders over $10,000.00 CAD are considered final sale after the 5 day cancellation period has passed. 

RETURN LABELS

  • Casson does not cover return shipping costs.
  • Customers are responsible for all return shipping expenses, including obtaining necessary documentation and labels.
  • Any costs incurred during the return process, including shipping fees, are the customer’s responsibility.

RETURN SHIPPING RECOMMENDATIONS

  • For the safe return of your items, we strongly advise packaging them carefully and using a shipping method that includes tracking, insurance, and signature upon delivery. 
  • Please note that Casson is not liable for any loss or damage incurred during return transit.

REFUND DETAILS

  • Refunds, excluding original shipping fees, will be issued to the original payment method once processed.
  • Refunds will reflect any original discounts and promotions.
  • Please allow up to 10 business days for the refund to present on your statement.
  • Report issues within 7 days of receipt to [email protected] 
  • Please include photos/videos of damage or faults and/or packaging for evaluation. 
  • Missing items: Check packing slips for separate shipment notes.
  • Installation-related damage is not covered.
  • Login to your customer account.
  • Select the order and click "Request Return."
  • Follow the instructions provided.
  • Due to the nature of our system we are unable to offer an exchange, but can happily process a return for applicable items and help you place a new order for the item you prefer. 
  • Replacement orders can also be made directly online.  Please email [email protected] for further assistance.

TRADE PROGRAM

  • Apply Online
    Fill out the Trade Program Application with your company details.
  • Get Approved
    Our team will review your application and confirm approval within 1-3 days of submitting.
  • Access Your Account
    Log in to the Trade Portal for exclusive discounts and easy ordering.

Learn more about our trade program here.

  • Trade pricing is available online.
  • No passwords required—log in to customer account with your registered email.
  • A 6-digit verification code will be sent for access.
  • Once logged in, trade discounts are automatically applied to eligible products.
  • For formal quotes, email [email protected] or use the "Download Cart as PDF" button in your cart.
  • See Trade Program for exclusions.
  • Ensure you are logged into your Trade Account—you should see a Trade Account Welcome Message on the homepage.
  • Trade account applications are approved within 1–3 business days.
  • If your application is pending or you have login issues, contact [email protected] with details, and we’ll assist you.

SALES TERMS & CONDITIONS

  • Prices are quoted in CAD for Canadian and international customers.
  • Prices are estimated in USD for U.S. customers.
  • All orders are processed in CAD, with USD conversions based on current credit card exchange rates.
  • Accepted payment methods:
    • Credit Cards: VISA, MasterCard, American Express
    • Digital Payments: Apple Pay, Google Pay, Shop Pay, PayPal
  • Cheque payments are accepted only with prior approval and verification.
  • Professional installation is strongly recommended.
  • Customers must ensure they understand and follow all product instructions.
  • Casson Hardware is not responsible for labor costs, scheduling issues, or damages due to improper installation.
  • Import duties and taxes may apply based on your location.
  • These fees are determined by local customs authorities and are the recipient’s responsibility.

CONTACT US

We prefer to communicate with customers via email. This ensures efficient tracking and recording of all interactions. If your situation requires more personalized support, we’re happy to arrange a phone consultation.

CASSON HARDWARE INC.

114 Geary Avenue Toronto, Ontario, Canada  M6H 4H1
Monday - Friday, 9 AM - 5 PM ET

No Public Showroom – By Appointment Only

  • Expect a reply within 1–3 business days.
  • Multiple follow-ups may cause delays.
  • For urgent matters, include 'URGENT' in the subject line.


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