FREQUENTLY ASKED QUESTIONS



COVID-19 UPDATE

Are your stores open?
Yes! All of our stores are now open to the public! Our opening hours have changed, so please make sure to check your local store's hours through our store locator in order to plan your visit. Safety measures are in place at all locations and there might be a slight waiting time before you can enter since we limit the number of customers allowed at a time in our stores to minimize risks.

Do I need an appointment to shop in your store?
No, you do not need an appointment. Just make sure to validate your desired store's opening hours before heading to the store.

Can I place an order?
Sure! You can place an order online or in any of our stores. Orders are shipped from our warehouse from Monday to Friday. 

Are in-store pickups available?
Contact-free curbside pickups are offered at all of our locations. Take note all pickups are by appointment only. As we limit physical contacts to maintain social distancing, you will need to be able to load your items in your vehicle without our usual help, so please make sure you plan accordingly.

What's a contact-free pickup?
We have opened a few of our stores for pickups only so we can allow our clients to go pickup their orders contact-free. Once your order is placed, we will get in touch with you to schedule a pickup date and time. You will then need to follow the special instructions on the front door once you get there. A member of our team will take your order outside and you will then be able to pick it up. There will be no contact with our staff, meaning they won't be able to help you put the items in your vehicle; please plan accordingly.

What are the delays for pickups?
Once your order is processed and your items received in store, a store representative will contact you within 2 to 7 days to schedule a specific date and time to pick up your order. 

I had previously left a deposit on my order in store. How can I pay the remaining balance?
Please contact the store where you had initially left the deposit on your order and they will be able to assist you. Our customer service department can also send you a PayPal link so you can pay your balance.

My order was ready for pickup before your stores closed. How can I get my items? 
Please call the store directly, they will be able to schedule a pickup for you to safely pickup your items.

Has your returns and exchanges policy changed?
We have indeed adapted our returns and exchanges policy. All items purchased after March 16th can be returned in store for a refund until June 1st, 2020 (7 days after store reopening), and until June 30th, 2020 (30 days after store reopening) if you wish to make an exchange or get a credit note.

I need an item as soon as possible. Is there a way I can pick it up myself?
The fastest way to get your items is to pick them up directly at our warehouse in Blainville (QC). You can place your order online and select DISTRIBUTION CENTER as a store for pickup.

I need to exchange a product. How should I proceed? 
Please contact the store where you placed the order so they can assist you. If you had ordered online, please send us an email at [email protected] so we can assist you.

I just placed an order online. What are the delivery delays? 
All online orders are treated and shipped out within 3 business days, if all items are in stock at our distribution center. At this moment, we cannot guarantee an exact delivery date, since our transporters are currently getting a higher volume of requests for shipments.



GENERAL INFORMATION

Do you offer gift certificates?
You can purchase a gift certificate in store or by sending us an email at [email protected]. Take note an online gift card can only be used on an online purchase, as would a gift card you would buy from one of our stores.

Where are your stores located?
We currently have 33 stores in Quebec and Ontario. We encourage you to take a look at our store locator, so you can find the store that is closer to you. You can simply enter your address or postal code to search within a specific radius. You can find a list of all our stores here.

Do you have a sponsorship program?
We do not currently have a specific sponsorship program. We encourage you to send your request for review at [email protected].

Who owns Bath Depot?
Founded in 2008, Bath Depot is a private family business owned by four brothers: Marc Nadeau (President), François Nadeau (Imports and purchases), Guy Nadeau (Commercial development) et Gilles Nadeau (Warehouse and logistics).

I would like to speak to someone about my experience in store. Who should I contact?
You can reach out to us through our online contact form. Note that all your emails are important to us and will be read carefully. We will respond to your email - good or bad - within one business day.

I cannot get in touch with your customer service departement, why? 
In an effort to make sure our employees are as safe as possible, and to support the collective effort against COVID-19, all our agents are working remotely. We take considerable measures to continue to offer support to our clients during this time. We are touched by the hard work and resilience of our dedicated team. However, our response delay might be longer than usual as we are experiencing a high volume of calls and emails.

What is Bath Depot's mission?
Offer a wide selection of bathroom and kitchen items at a low price! We take pride in our affordable designs, as well as our vast inventory so you can get the products you need without having to wait for months. Our stores also have spacious showrooms so you can go see, touch and experience our products!

What differentiates Bath Depot from the other companies?
We offer the service and knowledge of bathroom or kitchen specialized stores, while offering the same competitive prices as a big box store would. The best of both world for our clients! Most of our products are shipped straight from our Blainville distribution center, where we have full control of our stock and don't need to depend on external suppliers. 

Can I place an order by phone?
By phone, we only accept 50% deposits, up to a limit of $500.

What are your opening hours?
Visit out « Find a Store » section in the upper blue tab to consult our stores' opening hours. Our head office is open from Monday to Friday, between 8 a.m. to 5 p.m. and our distribution center is open from Monday to Friday, between 8 a.m. to 4 p.m. 

Where is your warehouse located?
Our warehouse/distribution center is located at the back of our Blainville store at 1200 Michèle-Bohec Blvd. You can pickup your items at DOOR A. 



PRODUCTS & SERVICES

Where do your products come from?
Our products are manufactured in various countries, such as Canada, United States, China, Taiwan, Vietnam, Turkey and Spain to name a few.

What are your warranties?
Each of our brand offers its own product warranty. You can consult the list of all of our brands, along with their warranties here.

What services do Bath Depot offer?
Aside from in-store support and guidance from our devoted team specialized in bathrooms and kitchens, we also offer customization of your new tub with the installation of vibroair jets  through our specialized business partner.

Is it possible to have other products customized?
No. In order to provide the best prices and availability for our products, our efforts remain on offering the products that are shown on our website.

Do you offer installation services?
No, we do not currently offer installation services.

Do you offer in-store design services?
Although our team is trained and has extensive knowledge about bathroom and kitchen renovations, we do not offer design services.

Is there a way I can see if a product is displayed in a specific store?
In the product's page, you can click on "See demo in store".

Are your products in stock in all your locations?
The faucets, accessories and toilets that are the most popular are generally available in store. Unless out of stock, other items are always available at our warehouse, ready to be picked up or shipped in store.

Why are some products not available in store?
Even though our showrooms are spacious, there is not enough space to showcase our entire inventory. Therefore, only our most popular products are displayed, along with the least voluminous items.



PRICES & PROMOTIONS

What is Bath Depot's pricing policy?
We try to offer the best price possible on all of our products. Being a manufacturer, distributor and retailer all at once allows us to offer highly competitive prices at all time.

Do you often offer discounts on your products?
Discounts are offered periodically and vary depending on the promotions and availability of our products. We also offer discounts on clearance items. You can take a look at our sale items here. All prices are subject to change without prior notice.

A product I am interested in is currently on sale. Is there a way to know if it will be on sale at a specific date in the future?
Unless there is a specified end date, we cannot guarantee if a product will be on sale in the future.

How often are your products on sale?
Our promotions and their duration vary from one sale to another. During a specific promotion, the beginning and end date will be clearly indicated on our website and in our stores.

My promo code isn't working, why?
Only promo codes generated by Bath Depot are eligible online. Third-party promo codes won't work when trying to place your order.

Do prices vary from a store to another?
Our prices are the same accross all our stores and online. 

I have an in-store credit. Can I used it online?
Unfortunetaly, our in-store credits cannot be used online, as would an online credit if you tried to redeem it in store.



IN-STORE PICKUPS

Once my order is ready, how long do I have to go pick it up?
Following the reception of the email specifying your order is ready for pickup, you will have seven days to pick it up. In the event your order is not picked up within this time frame, we could cancel it and a refund would be applied on your credit card. Your order could also be assigned to another client and would need to be re-ordered a second time, causing additional delays. 

Can someone else come and pickup my order? 
When ordering online, it is possible to name another person as the one who will be picking up the order, however, this person must be at least 16 years old. When picking your order up, this person will be required to provide a printed copy of the confirmation email, along with a government-issued ID with picture. 

Is it possible to pickup my order at your warehouse?
Yes! You can pickup your order at our distribution center located at 1200 Michèle-Bohec Blvd in Blainville, QC (Door "A") from Monday to Friday, between 8 a.m. and 4 p.m., except on statutory holidays. You will be required to provide a printed copy of your order, paid in full.

Why are some items not available for pickup?
Some products are too voluminous and/or too heavy and require a team of professionals so it can be delivered safely.

What delays can I expect for an order that has to be picked up in store?
In the Montreal area, shipments are processed within 72 hours.
For the rest of Quebec, shipments are sent out at least once a week. 
As for the Ottawa area, orders are usually delivered on Saturdays.
The rest of Ontario, including GTA is delivered on a weekly basis. 



RETURNS & EXCHANGES

Is it possible to return products purchased online?
Yes. In order to return a product, you can bring it back to either the store where you picked up the order or to the store that is closest to you if you selected home delivery. Please consult our returns and exchanges policy for more details.

How long does it take for the refund to appear on my credit card?
Requests are usually treated within three business days following the reception of the returned item. Depending on your financial institution, it can take up to five business days for the amount to be refunded on your account.



WEBSITE USE

What browsers are supported and optimized for your website?
Our website is optimized for Chrome, Firefox, Safari and Edge. 

How does your "in stock" feature work?
If a product is shown as "IN STOCK" with a "this item is currently available and ready to ship" mention, this means it is in stock at our warehouse and can be ordered without additional delays. If the product is currently out of stock, but will be available again soon, you can still pre-order it and you will see the expected date of reception at our warehouse. Take note it is possible an item is out of stock online, but still available to purchase in store. You can consult our in-store inventory in the "Check store availability" tab in the product's page of the website.

Are transactions secure?
Absolutely! Our website is protected through a SSL certificate, along with methods preventing attacks and frauds thanks to the latest technologies available, such as Cloudflare and Signifyd. Our platforms and servers are constantly updated and always respect the best practices in terms of online security.



IN-STORE PURCHASES

 

What payment methods are accepted in store?
We accept all major credit cards (Visa, Mastercard, American Express), cash and Interac. We also offer financing through Fairstone.

I got a quote. How long is it valid for?
Quotes obtained in our stores are valid for a period of seven days. After this delay, prices cannot be honoured. Take note it is not possible to combine two promotions.



CONTRACTORS

 

Do you have a special program for renovations professionals?
We do! We offer a minimum 10% discount on regular priced items if you are subscribed to our program if you purchase over $5,000 yearly. You must have a valid RBQ license and a professional website to adhere to the program. Your discount could be revised depending on your purchasing volume. 

How is my discount calculated?
The discount is linked to your account. The exclusions in store are the same as on the website. Online, your discount will be automatically applied. Take note you must create an online account to get your discount. 

How can I sign up online?
You must start by creating an account through "My Account" on the top right corner, enter your company's information and then send us an email to have your account validated at [email protected]



ONLINE ORDERS

How can I make sure you received my order?
Once your order is received, you will receive a confirmation email within a few minutes. If you have not, start by checking your spam inbox. If you cannot find it, you can send an email to [email protected] A second email will be sent once your order is shipped or ready for pickup.

Do I absolutely need to create an account in order to place an online order?
No, not necessarily. You can place your order as a guest, although it will be easier to view your previous orders, their statuses, as well save your billing and shipping info for a faster checkout in the future through a free account signup. 

Why can't I add some products to my cart?
If the "Add to Cart" button does not appear in the product's page, this means this items is not available at the moment. Either because it is out of stock ou discontinued. Although it might not be available online, it can still be in stock in a few stores. You can check if the product is available through the "Check availability in store" tab.

How can I modify or cancel my order?
You must contact our customer service department. Their contact info can be found in the confirmation email you have received. You will also need the order number of the order you wish to modify or cancel.

What payment methods are accepted online?
At the moment, we accept Visa, Mastercard, American Express and PayPal.



HOME DELIVERY

 

How are shipping fees calculated?
Shipping and transport fees, along with sale taxes are not included in our prices. Shipping fees vary depending on the items weight, dimensions and shipping address. 

Can my shipping and billing addresses be different?
Yes, your billing address can be different from your shipping address. While placing your order, you will first need to provide your shipping address. Take note that, by default, the "same as shipping address" box is checked. If the billing address is different, you will need to uncheck this box. 



PURCHASE CONDITIONS

Are the online returns and exchanges policy the same online and in store?
Yes, the policy is the same whether you are in store or in the comfort of your home.