FREQUENTLY ASKED QUESTIONS
GENERAL INFORMATION
Where are your stores located?
We currently have 41 stores around Canada. 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 marketing@bathdepot.ca.
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.
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. The remaining balance will need to be paid physically in store, with the same credit card.
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 9am to 4pm and our distribution center is open from Monday to Friday, except on statutory holidays, between 8am to 4pm (closed between 12:15pm to 1:15pm) and on Saturdays from 9am to 4pm.
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, Monday to Friday between 8am to 4pm 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.
PICK-UP BY APPOINTMENT
Why should I make an appointment to pick up my order at the Blainville distribution center?
Quite simply, to save you time! By making an appointment to pick up your order, you can be sure that it will be ready when you arrive. Our team can quickly bring all your items to you, saving you time to get on with your work.
Can I make an appointment to pick up my order at any Bath Depot store?
No, you can only make an appointment to pick up your order at our Blainville distribution center. If you have selected pick-up at one of our locations, you will be notified when your order is ready for pick-up.
How do I make an appointment for my pick-up?
You'll find all the details you need to schedule your pickup right here.
I have an appointment. How do I pick up my order?
It's very simple! Just show up at our distribution center at 1200 Michèle-Bohec boul. in Blainville a few minutes before your scheduled appointment. Follow the signs to Zone B. Park your vehicle in the parking space allocated to you. You'll find the information in your appointment confirmation e-mail. For full details, it's here.
Where can I find my order number?
For an online order, you will find the information on the confirmation page after completing your order or in your confirmation e-mail that will be sent to you. For in-store transactions, your order number is at the top of the invoice, beginning with CO.
Can I arrive before my appointment time?
No, it is not possible to arrive before your scheduled appointment time. We ask you to respect your scheduled appointment time so that we can offer you the best and fastest service. You always have the option of changing your appointment time via the link in the appointment email if the time you have chosen is no longer convenient according to remaining availability.
The time slot I want is not available. What do I do?
If the time slot you have requested is not available, unfortunately all the available slots have already been taken by other customers. You must therefore select another time slot to pick up your order.
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 accept Interac e-transfert. We also offer financing through Affirm.
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.
PROFESSIONALS
Do you have a program for construction and renovation professionals?
Discover our BD PRO trade partner program, designed especially for professionals in the bathroom and kitchen industry. It offers exclusive benefits and support to our business partners.
We offer a base rebate of 10% on the regular price of all our items once registered to our program, as well as many other exclusive advantages. To find out more, please visit our BD PRO page.
Who is this program for?
The BD PRO program is for professionals in the construction and renovation industry who hold a business number (BN or NEQ). If you are:
- A general contractor
- An architectural or interior design firm
- A plumbing specialist
- An electrician
...this program is for you!
How is my discount applied?
The applicable discount is linked to your business account. The same exclusion rules apply to online purchases as in-store. Online and in-store, your discount will be calculated automatically. Please note that an online account will be created when your application is approved. For in-store, please provide your account email to receive your discount.
How do I register for the online program?
1. Use the online form to register your company. Please allow 24 to 48 opening hours for evaluation.
2. Once your registration has been accepted, you will receive a confirmation e-mail containing your business account.
3. Log in with your account and start saving!
As a professional, what are my exclusive benefits?
Being a member of the BD PRO program gives you access to several exclusive benefits, such as
- 10% discount on your purchases
- Exclusive customer service line
- Access to a designer
- Early bird access for order pickups
- Exclusive promotions
How to benefit from the designer service?
1. Once you're ready to begin the process of creating the plan and moodboard for your new bathroom, log in to your professional account, add the designer service to the shopping cart and complete the transaction.
2. Once payment has been received, you will receive a form by e-mail in the following days. It's important to fill it in, including dimensions and style preferences.
3. Receive your plan, moodboard and shopping list by e-mail within 5 to 7 working days of receiving the form. The e-mail will also contain the promotional code that will allow you to reimburse the plan service on purchases of $999 or more.
* Please note that the designer service is available exclusively to members of the BD PRO program.
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 service@bathdepot.com. 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, PayBright 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. Take note some items may have particular restrictions when it comes to shipping methods.
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.
I would like to have my spa delivered. What are the delivery conditions for this type of product?
Spa delivery is offered at a cost of $299 and is a "white glove" delivery service. Your spa will be delivered outside, on the ground, exactly where you want it. However, certain conditions apply:
-
- The merchandise cannot be delivered inside your residence or any other building. It will be delivered outside, on the ground;
- Additional fees may apply for spa deliveries if:
- The access is less than 100 inches high and 42 inches wide for spas under 92 inches;
- Obstacles are present on the property where the spa is to be placed;
- Stairs need to be climbed or descended during spa delivery.
Please note that the removal of spa packaging is not included in the delivery price, nor are electrical connections. The installation of the step, cover, supports, and attachments is also not included.
For any additional questions, please contact customer service.