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FAQs

ORDERS

Most orders for our standard catalogue can be quoted instantly from your cart. Larger or non-standard requests follow a different process, see the relevant section below.

Standard product quote (self-service)

Add products to your cart and click "Download Cart as PDF" to generate a quote with current pricing. Volume discounts and trade pricing (if applicable) are reflected on the PDF automatically. The quote is project-ready and can be sent directly to clients or procurement.

Request Quote products

A small number of products display "Request Quote" on the product page instead of an "Add to Cart" button — typically commercial-grade items, large project orders, or products needing spec confirmation before pricing. Use the request form on the product page; we respond within 1–3 business days.

Custom or made-to-order quotes

For non-standard sizes, custom finishes, antimicrobial coatings, or other customizations, email [email protected] with the product SKU, the specifics of what you'd like, and the quantity. We confirm with the manufacturer and respond within 3–5 business days with availability, pricing, and lead time. See Made-to-Order and Custom Orders for the full process.

You can request changes to a confirmed order within 5 business days of purchase, provided the order hasn't yet shipped. After 5 days, or once a shipping label has been printed, changes generally aren't possible.

What can be changed

  • Quantity (additions or reductions)

  • Shipping address (before a label is printed)

  • Finish or size variant (before production begins)

  • Adding items to an existing order, subject to lead-time alignment

What costs may apply

Quantity increases or finish changes on items already in production may carry restocking fees. We quote any applicable cost before making the change so you can confirm before we proceed.

How to request a change

Email [email protected] with your SH- order number and the specifics of what you'd like to modify. The earlier you reach out, the more we can do.

You can cancel an order within 5 business days of purchase, provided it hasn't yet shipped. After the 5-day window, cancellation depends on whether production has started.

To request a cancellation, email [email protected] with your SH- order number and the reason for cancellation.

Made-to-order items

Once production has started, cancellation becomes difficult and may not be possible. Reach out to us and we'll see what flexibility the fabricator can offer. Outcomes vary. See the cancellation section in Made-to-Order and Custom Orders.

Orders over $10,000 CAD

Final sale once the 5-business-day cancellation window has passed.

Check your order's current Estimated Ship Date (ESD) by logging into your customer account. The order status page shows:

  • Current ESD (expressed as "week of [date]")

  • Any order notes from our team

We monitor orders actively and reach out directly if there's a significant delay. The order status page has the most current information on your order.

Tracking

Once your order ships, you'll receive an email with a tracking link. You can also access tracking from your customer account at any time after the shipment leaves.

If your ESD has passed

ESDs are estimates. Most orders ship within the estimated window, but manufacturer delays do occasionally happen, particularly with hand-finished or boutique-manufactured items. If your ESD has passed by more than a week and you haven't received an update from us, email [email protected] with your SH- order number and we'll get you a current production status.

PRODUCTS

Every Casson product has a lead time published on its product page. This article explains what those lead times mean, why they vary, and how to plan around them.

Where to find lead times

  • The lead time for any product is shown on its product page.
  • Most lead times are expressed as a range (e.g., 2–4 weeks, 8–12 weeks) reflecting the current production and shipping schedule.
  • These lead times are monitored and updated to ensure you have an accurate picture.
  • When an item is on hand at our Toronto location, the product page shows it as in stock and the order ships within 1–3 business days.

Why lead times vary

  • Casson curates architectural hardware from boutique manufacturers worldwide. Many produce in small batches or by hand, which means lead times reflect actual production scheduling rather than warehouse picking.
  • Distance, customs, and shipping arrangements with each manufacturer also affect the timeline.
  • Custom orders (items built to your specifications) have the longest lead times. See Made-to-Order and Custom Orders.

Estimated Ship Date (ESD)

  • The Estimated Ship Date is the date your order is expected to leave either our Toronto location or the manufacturer's facility.
  • ESDs are based on the manufacturer's current production and shipping timeline at the time you place your order.
  • You can check the current ESD on your order status page at any time by logging into your customer account.
  • If your ESD is going to shift materially, we'll email you with an updated estimate.

How to plan around lead times

  • Order early. Architectural hardware is usually one of the last specifications finalized but among the longest lead-time items on a project. If you're planning a renovation, place the order as soon as you've confirmed finishes, not when the project is ready to install.
  • Trade members on tight project timelines can sometimes request rush production. Email [email protected] with your project deadline.

How to see a finish before you order

If your order is past its ESD, see Order Status and Tracking.

Made-to-Order means an item produced specifically to your order: custom sizes, custom finishes, or specifications outside the standard catalogue. These items are built individually and follow different return and cancellation policies than standard catalogue items.

How to identify a made-to-order item 

The product page lists "Made to Order" in the lead time field. If a product can be customized but isn't shown as a standard variant, that customization is also handled through the made-to-order process below.

What we can make to order:

Custom sizes

  • Many handles, pulls, and bars can be made in non-standard lengths. Common cases: extended lever handles for large doors, custom-spaced cabinet pulls, bespoke ladder pulls for entry doors, custom-length appliance pulls.
  • Custom sizes generally add 2-4 weeks to the manufacturer's standard lead time.

Custom finishes

  • Many of our living-finish manufacturers (unlacquered brass, bronze, copper) can produce in alternative finishes on request. These include lacquered versions, oxidized treatments, custom patinas.
  • Some manufacturers offer match-to-sample finishes if you have an existing piece you need to match.
  • Minimum order quantities may apply on certain manufacturers.

Antimicrobial coatings

  • Antimicrobial coatings are available on select product lines from manufacturers including HEWI. They reduce surface bacterial growth and are typically specified for healthcare, hospitality, and educational projects.
  • Antimicrobial coatings add a small premium to the standard product price and may extend lead time.

How to request a made-to-order quote

  1. Email the request to [email protected] (or to [email protected] if you're a trade member). Include the product SKU, the specifics of what you'd like changed, and the quantity.
  2. We confirm with the fabricator and reply within 3–5 business days with availability, pricing, and lead time.
  3. If you accept the quote, we issue a custom-order invoice. Payment is required before production begins.
  4. Production begins. You'll receive an Estimated Ship Date (ESD) once the order is in production.

Returns and cancellations on made-to-order items

  • Made-to-order items are non-returnable. Because the hardware is produced specifically for your order, we can't accept returns once it's been made.
  • Made-to-order items are non-cancellable once production has started. The order is committed five business days after you place it. If your circumstances change before that window closes, reach out and we'll see what flexibility the fabricator can offer. Outcomes vary.
  • If you're considering a made-to-order item but aren't sure yet, please purchase a finish sample first: see Finish Samples.

For larger commercial or specification projects

  • Trade members specifying for commercial, hospitality, or healthcare projects should reach out via the Trade channel. We can produce a full specification quote covering the entire project scope across multiple products, finishes, and sizes. See Trade Program.

Casson offers a collection of finish samples you can purchase to see and feel a finish before placing a larger order. Samples are particularly useful for specification work, finish matching across multiple products, or when you're choosing between similar finishes from the same manufacturer.

What samples we offer

  • Finish samples from most of the manufacturers we carry, as single chips, full sets or material swatches. Browse the full Finish Samples collection.
  • Prices vary by manufacturer and format, from $5 to over $400 CAD. The exact price is on each sample's product page.

How to order a sample

  • Browse the Finish Samples collection, add the sample to your cart, and check out as you would any other order.
  • Trade members receive a discount on most finish samples. Sign in to your trade account before adding to cart to see your pricing.
  • For samples not listed in the collection, or to request a custom finish sample for project specification, email [email protected].

Lead times for samples

  • Like our other products, sample lead times vary by manufacturer. Some samples are on hand at Casson; others are produced when ordered.
  • The exact lead time is shown on each sample's product page.
  • If you have a project deadline driving your sample request, mention it in your order notes or email us. 

Casson's "living finishes" are unlacquered brass, bronze, and copper, which change over time. This is intentional and is part of why we carry them. This article covers the basics; the Care & Maintenance guide  on our main site has full guidance by finish type.

What "living finish" means

  • The metal is unprotected by lacquer or clear coat, so the surface reacts to air, moisture, and handling over time.
  • Polished brass darkens. Unlacquered bronze develops a richer brown patina. Copper shifts toward brown and eventually green.
  • This patina is not a defect. It's the finish doing what it's intended to do, and isn't covered as damage.
  • If you want a finish that stays bright and uniform, choose a lacquered or PVD-coated option instead. Both are available on many of our product lines.

Daily care, all finishes

  • Wipe with a soft, dry cloth as needed.
  • For routine cleaning, use a slightly damp cloth and dry immediately. Avoid leaving water on the surface.
  • Do not use abrasive cleaners, ammonia, bleach, or commercial brass/silver polish on living finishes; these strip patina unevenly and can damage the surface.

If you want to restore the original shine

  • For unlacquered brass, bronze, and copper, a light buff with a clean microfiber cloth restores some lustre.
  • For deeper restoration, use the manufacturer-recommended product noted on the product page or in the box.
  • Restoring the bright surface resets the patina process. The finish will begin to change again as soon as it's exposed to air.

Other finishes

  • Lacquered finishes (lacquered brass, lacquered bronze): wipe with a damp cloth, dry immediately. Do not use polish, it will dull the lacquer coating.
  • Stainless steel, chrome, nickel: wipe with a damp cloth and a mild detergent if needed. Dry to prevent water marks.
  • Powder-coated finishes: wipe with a damp cloth only. No solvents.
  • Leather, wood, concrete: see the full Care & Maintenance guide for material-specific guidance.

If something arrived looking wrong

  • If your hardware arrived with surface damage, scratches, or finish defects unrelated to natural patina, report it within 7 days of receipt to [email protected].
  • Include photos of the issue and the original packaging.
  • See Damaged or Incorrect Orders for the full procedure.

Some of the issues customers report as product defects turn out to be installation or specification confusion. This article covers the most common ones, with guidance on how to diagnose and resolve them before assuming a product is faulty.

If after working through this article you still believe your product is defective, see Warranty and Manufacturer Defects for the claim process.

The lever turns but doesn't activate the latch

  • What's likely happening: The lever and the mortise (or tubular latch) inside the door aren't fully engaged with each other. The lever spindle should rotate the latch cam directly.
  • Diagnose: With the door open, remove the lever and look at the mortise's cam mechanism. Manually rotate the cam with a small flathead screwdriver: does the latch retract? If yes, the mortise itself is working; the issue is engagement.
  • Common causes:
    • Spindle is too short or too long for the door thickness: many manufacturers ship a spindle sized for a specific door thickness (commonly 1 3/4" residential vs 1 3/8" interior or thicker entry doors). Confirm spindle length matches door.
    • Spindle isn't fully seated in the lever: the set screw on the lever rosette may not be tightened, allowing the lever to spin freely without engaging the spindle.
    • Door is too thick for the standard mortise: some commercial doors require a deeper mortise; standard residential mortises can sit short of the cam mechanism.
  • If unresolved: Email [email protected] with: a video showing the lever rotation, photos of the mortise mechanism with the lever removed, and the door thickness.

The thumb turn rotates but doesn't lock or unlock

  • What's likely happening: Similar to the lever issue, the thumb turn's internal mechanism isn't engaging the mortise cam.
  • Common causes:
    • Thumb turn spindle is the wrong length for the door thickness.
    • The mortise is rated for a specific privacy or entry function; the thumb turn shipped doesn't match (e.g., a passage-function mortise with a privacy-function thumb turn).
    • The thumb turn is from a different sub-line than the mortise: even "same brand" sub-lines (e.g., d line Arne Jacobsen vs d line Knud Holscher) can have non-interchangeable hardware. Confirm part numbers match the mortise specification.
  • If unresolved: Email us with the mortise model and the thumb turn part number. Compatibility can almost always be confirmed from documentation.

Cabinet pulls feel loose after installation

  • Common causes:
    • Mounting screws are too long: the screw tip protrudes through the back of the door and provides no hold.
    • Pre-drilled holes are slightly too large for the screw: the screw spins without biting.
    • For brass and bronze pulls on hardwood: the screw was over-tightened and stripped the wood thread.
  • Fixes: Use a shorter screw if the original is too long. Insert a small wood plug or dowel into the over-sized hole and re-drill. For stripped threads, apply a small amount of wood filler or glue, allow to cure, then re-install.

Hinges bind or doors don't close flush after installation

  • Common causes:
    • Hinge mortises aren't cut to the same depth on door and frame: small differences (1mm+) cause binding.
    • Hinge screws are seated unevenly: one or more screws sitting proud causes the hinge leaf to not sit flush, throwing alignment.
    • For concealed hinges (FritsJurgens pivots and Tectus invisibles): adjustment is mechanical, not a defect. These hinges have adjustment screws, consult the manufacturer's install guide.
  • A note on FritsJurgens, Tectus, and Sugatsune systems: these are precision-engineered concealed hinges that require careful door-frame preparation. Slight alignment issues are usually addressed via the hinge's adjustment mechanism, not by replacing the product.

Frameless glass door hardware doesn't sit flush

  • Common causes:
    • Hardware was specified for 10mm glass; the installed glass is 12mm (or vice versa). Many frameless hardware lines have version-specific options for glass thickness.
    • Glass cut-outs aren't to spec, this is common with custom fabrication. Confirm against the manufacturer's template.
  • If you suspect a glass-thickness mismatch: contact us with the order number and the actual glass thickness. We can confirm what was specified and assist with the correct hardware sub-variant if needed.

Living finish hardware is "tarnishing" or "discolouring"

  • The finish is behaving as designed.
  • Unlacquered brass, bronze, and copper develop patina with handling and exposure. This is not a defect. See Living Finishes and Hardware Care for full guidance.
  • If you prefer a finish that stays uniform, lacquered or PVD-coated versions are available on many product lines.

When the issue is genuinely a product defect

  • Mechanism failure not related to the issues above (e.g., a latch spring broken on arrival, a hinge screw breaks under reasonable torque, a finish chip out of the box)
  • Components missing from the original packaging
  • Hardware not matching the order specification (wrong size, wrong finish, wrong handing)

For these, see Damaged or Incorrect Orders if discovered on delivery, (report within 7 days) or Warranty and Manufacturer Defects if discovered after installation.

For complex installations

  • FritsJurgens, Tectus, Sugatsune sliding/pivot systems, frameless door hardware, and commercial-grade locksets are all best installed by a licensed installer experienced in the specific manufacturer's product line.

SHIPPING

Casson Hardware is based in Toronto and ships worldwide.

Where we ship

Shipping costs and free shipping

  • Casson does not offer free shipping. There is no order value threshold that removes the shipping cost.
  • Shipping is calculated at checkout based on destination, weight, and the products in your cart.
  • Local pickup in Toronto is the only no-charge option.

Carriers

  • Orders ship via Canada Post, USPS, DHL, FedEx, or UPS depending on the order type and your location.
  • Larger or heavier shipments may require freight, see Oversized / Overweight Freight Orders.

Local pick-up (Toronto)

  • Customers in the Greater Toronto Area can pick up orders from our Toronto location at no charge.
  • Select Local Pick-up at checkout. You'll receive an email when your order is ready.
  • Pickup location: 300 Campbell Avenue, Suite 110, Toronto, Ontario, M6P 3V6. 

PO Boxes

  • Most carriers don't deliver to PO Boxes. Please provide a physical address and phone number at checkout to ensure smooth delivery.

Casson Hardware is based in Toronto, and we ship U.S. orders under DDP (Delivered Duty Paid) terms. Any duty owed on your order is calculated at checkout and collected as part of your total. You will not be billed separately by the carrier when your shipment arrives, and we handle the customs paperwork on our end.

What this means for you

  • Your checkout total includes the duty owed on your order. Some items carry zero duty depending on what they are made of and where they were manufactured.
  • You will not be charged additional duties, taxes or brokerage fees by the carrier on delivery.
  • We take care of U.S. customs clearance and documentation.
  • Duty rates are set by U.S. Customs and Border Protection, not by Casson. We add no markup and keep no portion of these charges.

One Important Exception: Orders That Ship Long After They are Placed

U.S. duty is assessed when goods physically enter the United States, not on the day you order. For in-stock items that ship within a few days this makes no difference.

For made-to-order, custom and long lead time items, U.S. tariff rules can change between your order date and your ship date. If that happens we will contact you before shipping, explain what changed, and confirm how you would like to proceed. We will never add a charge or let a shipment be held at the border without telling you first.

U.S. trade policy has moved quickly through 2025 and 2026, so this is a real possibility on longer lead times rather than a theoretical one.

Will my order have duty?

Whether your order has duty depends on two things: where each item was manufactured (its country of origin) and how it's classified for customs purposes (its HS code). A few patterns to know:

  • Section 232 covers steel, aluminum and copper, a long list of derivative articles made from them, and separately covers certain wood products, semiconductors, vehicles and pharmaceuticals. Because most of our hardware contains steel, aluminum or brass (a copper alloy), most Casson orders shipping to the U.S. carry some duty at checkout. This includes door hardware, hinges, pulls, mounting components and much of the catalogue.
  • Section 338 is a 50% duty on a defined list of goods of Canadian origin, in effect since 12:01 a.m. Eastern on 22 August 2026. The list is broader than its official headings suggest and reaches some furniture, leather goods, glassware, hand tools and decorative base metal articles. Most Casson hardware is not affected, because goods already covered by Section 232 are carved out of Section 338. A small number of our Canadian-made lines are affected, and where that applies it is reflected at checkout.
  • Section 301 duties apply to goods of China and, under a separate 2026 action, to goods of around sixty other economies at rates that vary by country. Canadian-origin goods that are not covered by Section 232 can pick up a 10% charge under this action.
  • Section 122 surcharges expired at the close of 23 July 2026 and no longer apply.

The amount shown at checkout is what's actually owed.

About USMCA

USMCA (CUSMA) origin can relieve the ordinary most-favoured-nation duty rate on qualifying goods, and we include the required USMCA data on DDP shipments where eligible.

USMCA does not relieve Section 232, Section 338, or the 2026 Section 301 country duties. A Canadian-made product can qualify under USMCA and still carry duty. This is a common point of confusion and the reason a USMCA-eligible item may still show a charge at checkout.

Returns and refunds

  • Duties paid at checkout aren't refundable. Because we send those amounts directly to U.S. Customs when your order ships, we can't credit them back, even if you later return or cancel the order.
  • We're not set up to process duty drawback claims (the CBP procedure for recovering duties on re-exported goods), so once duties are paid, they stay with U.S. Customs.
  • Our standard return policy still applies to the product itself. Refunds cover the product value, not duties.

How duties are calculated

For each product in your cart, our system looks up:

  • The HS (Harmonized System) code: a classification based on the product's category and material composition
  • The country where the product was manufactured
  • The current U.S. tariff rate that applies to that combination

The duty for your order is the sum of these calculations, shown at checkout as a line item. The amount we collect is exactly what Casson will pay to U.S. Customs on your behalf.

About the February 2026 Supreme Court ruling

On 20 February 2026 the U.S. Supreme Court held that the International Emergency Economic Powers Act did not authorize the emergency tariffs imposed in 2025. Following CBP guidance, collection of IEEPA-based tariffs stopped for shipments entered after midnight Eastern on 24 February 2026.

What the ruling did not change:

  • Section 232 tariffs: still in effect
  • Section 301 tariffs: still in effect
  • Section 338 duties on certain Canadian goods: introduced separately, after the ruling, and in effect
  • USMCA exemptions: still in effect for ordinary duty rates, but it does not relieve the measures above

The Court's majority opinion did not decide whether IEEPA duties already paid must be refunded. CBP has since opened a limited process for certain entries. Any claim is made by the importer of record.

In practice, most U.S. orders still carry duty at checkout, because Section 232 reaches most of what we ship. We follow current CBP guidance and update this article as policy changes.

Last reviewed 26 August 2026.

International orders outside Canada and the U.S. ship under DAP (Delivered at Place) terms. We prepay shipping; the recipient pays import duties, taxes, and any brokerage fees set by their country's customs authority on delivery. These charges aren't set by Casson and aren't included in your order total.

At delivery

To release the shipment, the recipient pays import fees following the instructions provided by the carrier (typically UPS or DHL). Some carriers invoice duties and taxes separately after delivery; if those charges go unpaid and are billed back to Casson, we invoice the customer for the full amount. Prompt payment of carrier or Casson invoices is necessary to avoid disruptions on this order or future orders.

If the recipient refuses to pay duties

If duties go unpaid and the shipment is returned or cancelled in transit, the refund reflects the following deductions from the original product value:

  • 20% restocking fee

  • Original shipping

  • Return shipping, customs, brokerage, and any carrier handling fees incurred

Duties and taxes already paid are not refundable — they're remitted directly to the destination country's customs authority, and we can't process drawback claims.

Items that are non-returnable, or that are discarded by the carrier in transit, are not eligible for refund.

  • Request an address change as early as possible. Most of what we carry is made to order and ships from the supplier, so whether a change can still be made depends on where your order sits in production and fulfilment.
  • To request an address change, email [email protected] with your SH- order number and the full corrected address.
  • Our team confirms each request with the supplier and will come back to you with what's possible.
  • 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.

Some shipments require a manual shipping quote. We will contact you directly to confirm details.

Once an order is marked as delivered by the carrier, responsibility for the shipment transfers to the recipient. Casson Hardware is not responsible for packages that are lost or stolen after confirmed delivery, including deliveries left unattended at residences, condominiums, or apartment buildings.

If a package is reported missing after delivery confirmation, email [email protected] with your SH- order number and delivery details. We can assist by:

  • Providing delivery confirmation and carrier documentation
  • Opening a carrier investigation where applicable

For added security, we recommend shipping to a secure address. 

RETURNS

You can return eligible products within 30 days of receipt. Returns must be in original packaging and condition, including all original fasteners and screws. Products showing any signs of installation or damage are not eligible for refund.

If you're unsure whether your specific item is returnable before you place the order, email [email protected].

How to start a return

  1. Log into your customer account.

  2. Select the order and click "Request Return."

  3. Follow the instructions provided.

Restocking fees

Most standard catalogue items return without a restocking fee within 30 days, provided they're in original unused condition and packaging. The categories below carry a 20% restocking fee, confirmed in writing when you submit the return request:

  • Door hardware

  • Hinges

  • Handrail brackets

  • Faucets & fixtures

  • Washbasins

  • Furniture

Lighting and electrical

Lighting and electrical items are returnable only when all of these conditions are met:

  • Pristine, saleable condition

  • Wire ends intact, no signs of installation

  • Original packaging

  • If sold as a kit or system, the full kit is returned (no partial component returns)

Final sale categories

The following are not eligible for return:

  • Items that have been installed or show signs of installation or use

  • Commercial hygiene and dispensing fixtures (all Dan Dryer, Hewi, and select CBH and d line items)

  • Sale items

  • Outgoing or discontinued items

  • Gift cards

  • Custom, made-to-order, or special-order items and finishes. See Made-to-Order and Custom Orders

  • Bulk orders of 15 or more units of the same item

  • Orders over $10,000 CAD past the 5-business-day cancellation window

Return shipping

Casson doesn't cover return shipping. You're responsible for shipping fees, labels, and any documentation needed. We recommend a shipping method with tracking, insurance, and signature on delivery. Casson is not liable for damage or loss during return transit.

Refund timing

Once we receive the return and confirm its condition, we process the refund within 5 business days. Depending on your bank or card issuer, the refund typically appears on your statement 5–10 business days after we process it. You'll receive an email confirmation when the refund is issued.

Refund details

  • Refunds reflect any discounts or promotions applied to the original order. Original shipping fees are not refundable unless Casson made the shipping error.
  • Duties and taxes paid at checkout, including duties billed to Casson on your behalf, are not refundable. These amounts are remitted directly to the destination country's customs authority. For U.S. orders where duties have been billed via the carrier, please allow up to 60 days for full reconciliation; the refund confirmation email confirms the final amount.
  • Refunds are returned to the original payment method. We are not able to refund to a different card, account or method except by prior arrangement.
  • Refunds are issued in Canadian dollars for the CAD amount charged. If your card was billed in another currency, the amount you receive back may differ slightly from what you paid, because of exchange rate movement between the purchase and the refund.

Exchanges

Exchanges are processed as a return of the original item plus a new order for the replacement. To coordinate timing, email [email protected] with your SH- order number. Replacement orders can be placed directly online. Please include both order numbers when you email so we can match them up.

  • 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.
  • If the hardware is not damaged but does not work correctly once fitted, for example a lever that turns without releasing the latch, a thumb turn that will not lock, or cabinet pulls that feel loose, that is usually a spec or fitting issue rather than a fault. See Common Hardware Installation Issues first. Most of these are resolved without a return.
  • For mechanical failures, finish defects, or other issues that develop after installation, see Warranty and Manufacturer Defects. This article covers issues identified at delivery.

This article covers hardware that fails or develops defects after installation due to a manufacturing fault. 

What's covered

  • Manufacturing defects in materials or workmanship that present under normal residential or specified commercial use.
  • Failures of moving parts (latches, springs, hinges, pivots) within the manufacturer's stated warranty period.
  • Premature finish failure on lacquered, plated, or PVD-coated hardware; distinct from normal patina development on living finishes which is expected behaviour and not a defect.

What's not covered

  • Normal wear consistent with daily use.
  • Patina development on living finishes (unlacquered brass, bronze, copper): this is intentional finish behaviour, not a defect.
  • Damage from improper installation, abrasive cleaning agents, or use outside the manufacturer's specifications.
  • Cosmetic issues identified more than 7 days after delivery that were not the result of a defect (see Damaged or Incorrect Orders for delivery-condition concerns).

Warranty periods

  • Warranty terms are set by each manufacturer and vary by product line. Standard warranties on architectural hardware in our catalogue begin at one year, with premium manufacturers (FritsJurgens, d line, HEWI, Forbes & Lomax, Vervloet) typically offering multi-year or lifetime warranties on core components.
  • For the specific warranty period on a product you've purchased, check the manufacturer documentation that ships with the order, or email [email protected] with the product SKU.

How to make a warranty claim

Before you start: if the problem appeared during or immediately after installation, work through Common Hardware Installation Issues. It will either resolve it, or give you the detail we need to assess the claim properly.

  1. Email [email protected] with your SH- order number, a clear description of the issue, and photos showing the defect and its installation context.
  2. We review the claim and confirm whether it falls under the manufacturer's warranty terms. This typically takes 3–5 business days as the manufacturer may need to assess the photos.
  3. If approved, the manufacturer issues a replacement part or a replacement product. Casson coordinates the delivery.
  4. If declined (e.g., because the issue is wear-related rather than defective), we'll explain why and, where possible, offer guidance on repair or replacement parts purchased separately.

For commercial and specification projects

  • Warranty terms for hardware specified into commercial projects (hospitality, healthcare, education, public buildings) may differ from residential use. Some manufacturers limit warranty periods for high-traffic commercial environments.
  • If you're specifying hardware for a commercial project, request the project-specific warranty terms at the quote stage so they can be reviewed alongside other specifications.

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 to 3 business days of submitting.
  • Access Your Account
    Log in to the Trade Portal for exclusive discounts and easy ordering.

Learn more about our trade program.

  • Applicable Trade pricing is available online when logged in with member's email.
  • No passwords required, simply log into your 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.

Extending Trade Pricing to Clients

  • Trade pricing can be extended to your client for project purchases. 
    We ask that the quote be initiated through your trade account. Once the quote is issued, you’re welcome to forward or copy your client directly, and they can complete payment if preferred.
  • To ensure clarity around pricing, project coordination, and support, trade pricing is not available for client-initiated orders or direct client accounts.
  • If you have a unique project scenario, please contact our team and we’ll do our best to assist.
  • For formal quotes, email [email protected] or use the "Download Cart as PDF" button in your cart.
  • See Trade Program for further details and exclusions.
  • Ensure you are logged into your Trade Account: you should see a trade banner at the top of the page.
  • 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.
  • Some products are excluded from promotions or discount codes. This can happen when a vendor’s pricing policy doesn’t allow discounts or when an item is part of a limited collection. 
  • If you see that a code isn’t applying at checkout, it’s likely due to one of these restrictions. Eligible items in your cart will still receive the discount automatically.
  • Need to check if something’s eligible?
    Email your cart link or product name to [email protected] and we will confirm.
  • 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.

Import duties and taxes may apply depending on where your order is delivered, and how they are handled depends on the destination.

  • United States: we ship DDP. Any duty owed is calculated and collected at checkout as part of your total. You will not be billed by the carrier on delivery. See Import Duties and Taxes, U.S. Orders.
  • Outside Canada and the United States: we ship DAP. Import duties, taxes and any brokerage fees are set by the destination country's customs authority and are payable by the recipient on delivery. See Import Duties and Taxes, International Orders.
  • Canada: Canadian customers are not charged duty.

Duty rates are set by the destination country's customs authority, not by Casson.

  • We reserve the right, at our sole discretion, to update, change or replace any part of these Sales Terms & Conditions by posting updates and changes to our website.
  • It is your responsibility to check our website periodically for changes.
  • Your continued use of or access to our website following the posting of any changes to these Sales Terms & Conditions constitutes acceptance of those changes.

Casson Hardware does not provide installation services. For most products, working with a licensed installer experienced in the specific manufacturer's product line is the best approach.

When professional installation matters most

  • FritsJurgens pivots and other concealed pivot systems require precise door-frame preparation and adjustment.
  • Sugatsune sliding systems and similar concealed track hardware: tolerances are tight.
  • Frameless door hardware for glass door: glass thickness and cut-outs must match hardware specification.
  • Commercial-grade locksets and barrier-free hardware specified for code compliance.
  • Commercial washroom fixtures such as faucets, sanitary fixtures, and ADA-compliant hardware must be installed by a licensed plumber.
  • Electrical components such as light fixtures, outlets, and receptacles must be installed by a licensed electrician.

Installer referrals

  • We are not able to provide installer referrals.

If installation reveals what looks like a defect

Casson is not responsible for labour costs, scheduling issues, or damage caused by improper installation. Customers are responsible for understanding and following the manufacturer's installation instructions.

CONTACT US

We prefer to communicate with customers via email. If your situation requires more personalized support, we're happy to arrange a phone consultation.

CASSON HARDWARE INC.

300 Campbell Ave, Suite 110, Toronto, Ontario, Canada  M6P 3V6
Monday - Friday, 10 AM - 4 PM ET

Visits to our Toronto showroom are by appointment. See Toronto Showroom.

  • Expect a reply within 1–3 business days.
  • Sending multiple emails on the same thread can slow our response. Please allow one full reply cycle before following up.
  • For urgent matters, include 'URGENT' in the subject line.


Casson maintains a showroom in Toronto where trade members and retail customers can see hardware in person. Visits are by appointment.

Booking a visit

General visitors and prospective clients: email [email protected] to request a visit.
Include:

  • Your name and (if applicable) firm
  • Preferred date and time window
  • The product lines, finishes, or types of products you'd like to focus on

Trade members on active projects: email [email protected] to coordinate a visit as part of your project work. Include your name, project name, and the products or finishes you would like to review.

  • We typically need 2-3 days advance notice to confirm a visit and pull the relevant samples and spec materials.
  • If you're coming with a client or project team, let us know the group size so we can prepare appropriately.

Location and hours

  • The showroom is located at 300 Campbell Avenue, Suite 110, Toronto, Ontario, M6P 3V6.
  • Hours: 10 AM – 4 PM ET, Monday–Friday.

What's on display

  • The showroom features hardware from our most-requested manufacturers across living finishes, lacquered finishes, and plated finishes.
  • Specialty product lines, custom finishes, or larger items are typically available to view by request. Let us know what you'd like to see when you book.
  • We can pull spec sheets, installation drawings, and finish samples for products that aren't on the showroom floor.

If you can't visit in person

  • Purchase finish samples to be sent to your home or office. See Finish Samples.
  • Phone consultations available by request, please email us first to arrange.

Casson Hardware is committed to providing a website, showroom, and customer service experience that is accessible to all our customers, including those with disabilities. This statement explains how we approach accessibility and how to reach us if you encounter a barrier.

Standards we work to

  • We work toward conformance with the Web Content Accessibility Guidelines (WCAG) 2.1, Level AA, the international standard for web accessibility.
  • As a Toronto-based business operating in Ontario, we observe the requirements of the Accessibility for Ontarians with Disabilities Act (AODA) and the Integrated Accessibility Standards Regulation.
  • Accessibility is an ongoing commitment, not a one-time project. We review the site periodically and address barriers as they're identified.

What we've implemented

  • Keyboard navigation: the site can be navigated without a mouse.
  • Screen reader compatibility: images include alternative text; semantic HTML structure supports common screen readers.
  • Colour contrast: text and interactive elements meet WCAG AA contrast minimums.
  • Resizable text: the site supports browser-level text resizing without loss of content or functionality.
  • Clear language: we aim for plain, direct language in product descriptions, policies, and customer communication.

Where we know we have work to do

Honest assessment matters more than a claim of perfection. Areas we continue to improve include:

  • Some product images use design-focused photography that may benefit from richer alt-text descriptions, particularly for products where finish nuance matters.
  • PDF specification sheets supplied by manufacturers vary in accessibility. We're working with manufacturers over time to improve this; in the interim, if you need accessible alternatives to a specification sheet, email us and we'll provide a readable text version.

The showroom

  • The Casson Toronto showroom is accessible by appointment. The space includes a barrier-free entry. If you have specific accessibility needs for a visit, let us know when booking and we'll prepare the space accordingly. See Toronto Showroom article.

How to report an accessibility barrier

  • If you encounter a barrier on our website, in our communications, or in your interaction with us, please let us know.
  • Email [email protected] with "Accessibility" in the subject line, a description of the barrier, and (if you can) the page URL or context.
  • We respond to accessibility feedback within 2 business days and work to address barriers as quickly as possible.

Alternative formats and assistance

  • If you need information from our website in an alternative format, or if you need assistance completing an order, email [email protected].
  • We can provide product information in plain text, take orders by email or phone, and accommodate other reasonable requests for assistance.