Customer Service
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Frequently Asked Questions

Answers

01. WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept Visa, MasterCard and American Express as online payment. Unfortunately we are not able to process Visa Debit transactions online.
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02. CAN I CHANGE OR CANCEL MY ORDER?

If you need to make changes to an order than has not been processed yet, please contact customer service. If your order has not been picked up by the carrier we will try our best to alter your order for you.
If your order has not been picked up by the carrier we are happy to cancel the order on your behalf. Please note that we cannot cancel orders that have been picked up by the carrier.
If you are shipping your order to a store location for pickup we can cancel your order at any time. Please note that specials orders that are cancelled may incure a 25% restocking fee.
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03. WHAT DO I DO IF I RECEIVE A DAMAGED ITEM?

If your item arrives damaged please notify us within 5 days and we will work with you and the carrier to resolve the issue.
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04. DO YOU HAVE A “DO NOT SHIP BEFORE” OPTION?

Yes. In the checkout you will have the option to choose to delay your shipment by picking a custom ship date.
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05. MY CREDIT CARD IS NOT GOING THROUGH ONLINE – WHAT DO I DO?

Please make sure you enter your billing information on the site exactly as it appears on your credit card statement. If you are still unable to complete your order please verify your credit card information with your credit card company.
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06. I DON’T SEE THE ITEM/PART THAT I NEED ON THE SITE. WHAT ARE MY OPTIONS?

If there is a part or item that you need and you do not see it on our site, please contact our customer service team and we will do our best to find and ship the item to you.
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07. IF MY ITEMS ARE SHIPPED IN SEPARATE SHIPMENTS AM I CHARGED DELIVERY FOR EACH SHIPMENT?

If you are ordering large items, or items are being shipped from different locations – regardless of how the order is being shipped –you will only pay one shipping charge per order.
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08. DO YOU SHIP TO NORTHERN PROVINCES?

We do ship to our northern provinces, however shipping to remote or northern areas may incur extra shipping costs. You will receive a shipping quote upon placing your order.
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09. DO YOU SHIP INTERNATIONALLY?

We are Canadian owned and operated and currently only ship within Canada.
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10. WHAT HAPPENS IF I AM NOT HOME TO RECEIVE MY ORDER?

For smaller items, the carrier may leave the item at your shipping location at their discretion, as long as they determine there is a safe and dry place to leave the package. If the carrier is not able to leave your package they will leave a notice indicating where your item can be picked up or a phone number that you can call to schedule a new delivery time.
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11. WHAT DO I DO IF I RECEIVE THE INCORRECT ITEM?

If you receive an incorrect item in your order, please verify that the item does not appear on your order confirmation and contact customer service. We will work with you to have the incorrect item shipped back to us and to get the correct item shipped out to you quickly.
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12. MY ITEM IS NOT IN STOCK – HOW LONG WILL IT TAKE TO SHIP TO ME?

If the item you wish to purchase is not in stock, an availability date will be posted on the product description page. The item will be shipped to you shortly after stock is available, and you will receive a shipping notification to your email address.
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13. DO YOU SHIP TO PO BOXES?

No, unfortunately we are not able to ship to PO Boxes.
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14. DO YOU SHIP TO MULTIPLE ADDRESSES?

This is not one of the options on our website, however if you do need to ship to multiple addresses please contact customer service and we can help you set up multiple address shipping for your order. There is the option in the shopping cart to ship some items to a store location and some to another location.
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15. HOW DO I TRACK MY ORDER?

Upon your item being shipped, you will receive a shipping confirmation email which includes the tracking number for the carrier.
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16. WHAT IS YOUR RETURN POLICY?

You can find the details of our Return Policy here.
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17. CAN I RETURN MY ITEMS TO A STORE LOCATION?

Yes, as long as your item meets our return requirements you can return it to your nearest store location.
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18. HOW LONG DOES MY REFUND TAKE ONCE I HAVE RETURNED MY ITEM?

Once we have approved a request for a refund, please allow 7-14 days for the refund appear in your account.
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19. IF I FOUND AN ITEM FOR A LOWER PRICE ELSEWHERE WILL ROBINSON LIGHTING & BATH MATCH THE PRICE?

 If you find a lower price at another store or website, we will match the price. Conditions apply. Learn more here.
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20. DO YOU OFFER DISCOUNTS ON BULK OR CORPORATE ORDERS?

If you would like to place a bulk or corporate order, please contact customer service. We will take the details of your order and ask one of our product specialists to provide you with a quote.
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21. I HAVE A COMPLAINT OR CONCERN – WHO SHOULD I SPEAK WITH?

If you have any questions or concerns please contact our customer service team. They will make note of your concerns and pass them on to the correct party for resolution.
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22. WHAT DO I DO IF MY PRODUCT BREAKS DOWN WHILE UNDER WARRANTY?

Most of our suppliers offer a limited manufacturer’s warranty on defective products. Please review the warranty information on the product you have purchased. You may need to contact the manufacturer directly. If you need assistance please contact our customer service team and we would be happy to help you with next steps.
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