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 created an account or were signed in at checkout, you can view your order history by logging in.
If you checked out as a guest or cannot access your order, contact us at orders@jslhardware.com.
What payment methods do you accept?
We accept major credit cards including Visa, Mastercard, and American Express, Apple Pay, Google Pay, Shop Pay, along with other secure payment options available at checkout.
Can I change or cancel my order after placing it?
Orders may be cancelled within 3 business days if they have not yet shipped.
Once an order has shipped, cancellations are no longer possible.
For more details, please review the Order Cancellations section of our Return Policy.
Do I need an account to place an order?
No. You can check out as a guest. Creating an account allows easier access to order history and tracking.
Shipping & Delivery
Where do you ship?
We currently ship within Canada.
How long does shipping take?
Lead times vary by product and manufacturer.
Most items ship within 2–6 weeks.
Estimated lead times are listed on product pages.
If your order includes multiple items, your order will ship once all items are ready.
How much does shipping cost?
Shipping costs are calculated at checkout based on weight, size, and destination.
Additional charges may apply for oversized, overweight, or remote-area deliveries.
What does “Estimated Shipping” mean?
It refers to the estimated timeframe in which an item is expected to leave our warehouse or the manufacturer’s facility.
This timeframe does not include final delivery time.
What happens if an item I ordered is unavailable or on backorder?
Availability and lead times are confirmed during order processing. While most items ship within the estimated timeframe shown on the product page, occasional delays or backorders can occur. If an item is unexpectedly unavailable or discontinued, we will contact you as soon as possible with the updated status. You may choose to proceed with the revised lead time (if applicable) or cancel the affected item for a full refund.
Can I get my order faster?
Some products may be available in “quick ship” timelines. Look for notes on product pages or contact us for availability.
Do you offer local pickup?
Yes. Select Free Local Pickup at checkout. We will email you when your order is ready for pickup.
What should I do if my order arrives damaged or incomplete?
Notify us within 7 days of delivery by emailing orders@jslhardware.com with your order number and clear photos or videos.
We will review your claim and resolve it with a replacement, store credit, or appropriate solution if approved.
How will I know when my order has shipped?
You will receive a shipping confirmation email with tracking details.
If you don’t see it, please check your spam folder or contact us.
Can you ship to a PO Box?
No. A physical street address is required.
Do you offer international shipping?
Not at this time. We currently ship within Canada only.
Will my items ship together?
Yes. Orders are consolidated and ship together once all items are available.
If you prefer partial shipments, contact us — additional shipping charges may apply.
What carriers do you use?
We ship with trusted carriers such as Canada Post and Purolator.
Carrier selection may vary based on order size and destination.
Returns & Exchanges
What is your return policy?
Eligible items may be returned within 15 days of delivery.
Items must be unused, uninstalled, and in original, unopened packaging.
All returns require prior authorization.
All approved returns are issued as store credit and are subject to a 20% restocking fee.
Original shipping costs are not creditable, and customers are responsible for return shipping.
Certain items — including seasonal items, custom or special-order items, non-standard finishes, electrical products with cut wires, opened packaging, installed or used products, and clearance merchandise — are final sale and cannot be returned.
Please review our full Return Policy for complete details.
Why is there a restocking fee?
Restocking fees are standard in the hardware, fixtures, and lighting industry.
Returned merchandise requires:
• Detailed inspection
• Recounting hardware and components
• Repackaging
• Administrative processing
• Quality checks
• Discounting if packaging must be replaced or the item cannot be resold as new
The 20% restocking fee helps maintain fair pricing and ensures returned items meet the same standards as new merchandise.
Are seasonal items returnable?
No. Seasonal items are final sale.
Are custom orders returnable?
No. Custom, made-to-order, and special-order items are final sale and not eligible for return.
Can I return lighting or electrical products?
Lighting and electrical products must meet strict conditions to qualify for return.
Wire ends must be intact and show no signs of installation.
Items must be in pristine, unused condition with all packaging.
Partial returns of bundled kits are not accepted.
Are all returns subject to a restocking fee?
Yes. All eligible returns are subject to a 20% restocking fee, regardless of order value.
Approved damage claims reported within 7 days are not subject to this fee.
Can I return an order over $2,500?
Orders over $2,500 CAD are considered final sale after the 3-day cancellation window has passed.
They cannot be returned or credited after that period.
How do I start a return?
Email orders@jslhardware.com with your order number and details.
If your return is approved, we will provide return instructions.
Customers are responsible for all return shipping costs.
Do you offer exchanges?
No. We do not offer exchanges.
How long does it take to receive store credit?
Once your return is received and inspected, we will notify you of its approval or denial.
If approved, store credit is typically issued within 5–10 business days.
Credit amounts reflect any applicable restocking fee and non-creditable shipping charges.