Ordering & Payments
How can I place an order?
You can browse our selection and place an order directly through our website. Simply add items to your cart and proceed to checkout.
How can I view my order?
If you have an account and were signed in when you placed your order, you can view your order details by logging into your account. If you’re unable to access your order, please contact us for assistance.
What payment methods do you accept?
We accept major credit cards, including Visa, Mastercard, and American Express, as well as other secure payment options.
Can I change or cancel my order after placing it?
Orders can be cancelled within 24 hours of placement if they have not yet shipped. Once an order has shipped, cancellations are no longer possible. For more details, please review our Return Policy.
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Shipping & Delivery
Where do you ship?
We currently ship within Canada.
How long does shipping take?
Shipping timelines vary depending on the product and manufacturer. Most items ship within 3 to 6 weeks. Estimated lead times are listed on individual product pages. If your order includes multiple items, we will ship them together once all items are ready. Delivery times may vary based on your location and shipping method. For more details, please review our Shipping Policy.
How much does shipping cost?
Shipping costs are calculated at checkout based on your order size, weight, and destination. Additional charges may apply for oversized, overweight, or remote area deliveries. For more details, please review our Shipping Policy.
What does “Estimated Ship Date” mean?
The estimated ship date is the expected timeframe for when your item will leave our warehouse or the manufacturer’s facility. This date varies by product and is shown on each individual product page. It reflects the production or fulfillment lead time and does not include delivery time, which will depend on your location and selected shipping method.
Can I get my order faster?
Some products are available for quick ship. Look for “Quick Ship” notes on product pages or contact us to confirm availability.
Where can I pick up my order?
If you select Free Local Pickup at checkout, we’ll notify you by email when your order is ready to be collected from our warehouse.
What should I do if my order arrives damaged or incomplete?
If your order arrives damaged or is missing items, please notify us within 7 days of delivery by emailing orders@jslhardware.com with your order number and photos or videos of the issue. We’ll review your claim and arrange a replacement or refund if necessary. JSL Hardware covers shipping costs for approved damage claims.
How will I know when my order has shipped?
You’ll receive an email with tracking details once your order has been shipped. Check your spam folder or contact us at orders@jslhardware.com if you don’t see it.
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Returns & Exchanges
What is your return policy?
JSL Hardware offers a 30-day return policy for unused items in their original packaging with proof of purchase. Returns must be approved before shipping them back. To start a return, contact orders@jslhardware.com. Some items, including custom orders and final sale products, are non-returnable. For full details, visit our Return Policy.
Are there any restocking fees?
A 20% restocking fee applies to returns on orders over $5,000 CAD. This fee does not apply to damaged or defective items reported within 7 days.
Can I return an order over $10,000?
Orders over $10,000 CAD are final sale after a 3-day cancellation period. Once this period has passed, returns and refunds are not available. If you have any questions, please contact orders@jslhardware.com. For full details, visit our Return Policy.
How do I start a return or exchange?
To start a return, contact us at orders@jslhardware.com with your order details. If your return is approved, we’ll provide a pre-paid return label and shipping instructions. Items must be unused, in their original packaging, and include proof of purchase.
We do not offer exchanges—if you need a different item, please return your purchase for a refund and place a new order. For full details, visit our Return Policy.
How long does it take to receive a refund?
Once we receive and inspect your return, we’ll notify you of the approval status. If approved, refunds are processed within 10 business days to your original payment method. Please note that your bank or credit card company may take additional time to process and post the refund. If you haven’t received your refund after 15 business days, contact us at orders@jslhardware.com.
