FAQ
Shipping
What’s your free shipping policy?
We’re happy to offer free shipping on nearly all online orders over $100* across Canada. However, in the rare situation where we are unable to offer free shipping due to the weight, size, or destination, we will let you know before you check out. Simply add your items to the cart and include your shipping information to confirm if your order qualifies for free shipping.
When will my order arrive?
Once your item order has left our warehouse you will receive a tracking number by email and SMS text with a timeframe on when your order will be arriving.
Sometimes an item might be put on back order, if this happens, we will notify you and let you know the estimated time for your items to arrive .
How do I track my package?
We start pulling your order right away. Once the order has been fulfilled, you will receive an email and SMS text message with a tracking number that you can use to see where your order is day or night. If you do not receive an order tracking email for some reason, please contact us at sales@cascadebath.ca or call number at (604) 510-9400 for one of our team members to help you further.
Order shipping via LTL (on a pallet/skid)?
Due to their size, weight, and/or fragile nature, some of our orders will ship on a pallet/skid via one of our various couriers. Some examples of items shipped via this method include bathtubs, toilets, large sinks, etc. When the order is delivered, you are asked to please carefully inspect the contents before signing for the shipment. The delivery driver will offer to either leave the pallet/skid on (or near) your front doorstep, on your driveway, or in your garage/carport. The driver will not bring the shipment inside your house or condo/apartment building. You are responsible for disposing of the pallet/skid from the shipment.
Do you offer express shipping?
Yes, but only by request. Just contact our customer support team before placing your order and we will work with you to get your order out as soon as possible. You can reach our friendly customer support team by emailing sales@cascadebath.ca or call number at (604) 510-9400.
How do I contact someone about my order?
Our customer support team is happy to help you with any inquiries you have. Please call us at.
(604) 510-9400
Monday – Friday: 9 am – 5 pm (Pacific)
Saturday : 10 am – 4 pm (Pacific)
You may also email us at sales@cascadebath.ca, and we will follow up within up within a few business days.
Can I change the delivery address once my order has shipped?
If you think you need to make a change to your delivery address, please contact us right away at our number (604) 510-9400 or email sales@cascadebath.ca so we can work with the shipping company to change your order's delivery address. In some circumstances, shipping companies may charge an additional fee for changes.
Returns
What’s your return policy?
We understand sometimes you might change your mind after ordering a product. If you change your mind and your item is unused and still in its original packaging, Cascade Bath will happily accept the return within 30 days of you receiving your order.
To return an item, you have two choices: a) return it in person to our Cascade Bath & Kitchen showroom; or b) ship it back to us.
If you choose to return your item in person to our Cascade Bath & Kitchen showroom, we will process your refund once the item is returned to us, and you will then receive your refund within 4-5 business days.
If you choose to ship your item back to us, you will be responsible for all return shipping costs, unless the product is damaged or defective. We will deduct these costs from your refund once the item is returned to us, and you will then receive your refund within 4-5 business days.
In addition, if a product was purchased with PayPal and returned within our 30-day return window, you may incur a 2.5% return fee charged directly by PayPal. If you return a special order item there will be a 25% re-stocking fee deducted from your refund, no exceptions. Please note that no returns of special order items from any of the following brands will be accepted: (I will provide these brands as soon as i can)
To begin the return process, please email us at sales@cascadebath.ca or call one of our friendly customer support team members at (604) 510-9400 to help you with the next steps.
For health reasons, there are no returns on any toilet seat or washlet that has been installed and/or used.
What if my order is damaged or defective?
We go the extra mile to ensure that your products get delivered in perfect working condition without any damages. On the rare occasion that you receive a damaged or defective item please let us know right away and we can set things right.
To begin the return process, please email us at sales@cascadebath.ca or call one of our friendly customer support team members at (604) 510-9400 to help you with the next steps.
ABOUT CASCADE BATH
What's your story?
Since 2009, Cascade Bath & Kitchen has proudly served homeowners, builders, and designers across British Columbia with a wide selection of high-quality plumbing fixtures and select lighting solutions. As a locally trusted plumbing store for over 15 years, we are known for our reliable service, knowledgeable staff, and commitment to helping customers find the right products for their projects. From stylish faucets and durable sinks to sleek showers and essential bath accessories, we offer a curated range of plumbing products to suit both modern and traditional spaces. With a few elegant lighting options to complement our core offerings, Cascade Bath & Kitchen is your one-stop destination for bathroom and kitchen upgrades.
Products
How can I be certain a product is right for me?
All we do is plumbing, and so our Customer Service Team can provide expert advice when it comes to helping you make a purchase.
Here’s the best way to reach us:
Call: (604) 510-9400
Email: sales@cascadebath.ca
Purchase with confidence - you can return most unopened items. For health reasons, there are no returns on any toilet seat or washlet that has been installed and/or used.
Where can I learn more about the products specifications or read a manual on a product I just purchased?
On Most items purchased we will have a specifications sheet available for your download on the product display page
If one is not available please contact us at sales@cascadebath.ca and we will do our best to help you.
Can you help me install my products or give me advice?
Cascade Bath & Kitchen has a fantastic support team of knowledgeable staff who are happy to answer any of your product questions. Although our customer support team are not certified plumbers, they can provide valuable product advice. If we can’t answer your questions, we will refer you to the manufacturer or suggest you call a local plumber.
Please contact us at sales@cascadebath.ca and one of our team members to help you further.
Pricing
What forms of payment does cascadebath.ca accept?
We accept Amex, MasterCard, Pay Pal and Visa.
Do you offer price matching?
Yes. Learn more about our Price Match Guarantee Canada ONLY. Outside of Canada will be based on request. (Will provide the details of this as soon as i can).
Do you offer discounts for contractors or large volume orders?
Yes! We offer this through our Cascade PROs Program! Please check the program for more information.