Return Policy
At My Toilet Direct, our goal is to provide a clear and straightforward purchasing experience. This policy explains how cancellations, returns, and refunds are handled.
Order Cancellations (Before Shipment)
If you need to cancel your order, please contact us as soon as possible. Orders canceled before shipment are generally eligible for a full refund.
Reach us during business hours at 775-307-6950 or email support@mytoiletdirect.com.
Once an order has entered processing or has shipped, cancellation is no longer available. The order may still be eligible for return (see Return Process).
Cancellations (After Shipment)
Orders that have shipped cannot be canceled. If you no longer wish to keep the product after delivery, you may request a return in accordance with our return guidelines.
Custom or Built-to-Order Products
Items labeled as Custom or Built-to-Order are made specifically per order. Once production has started, these items are non-cancelable and non-refundable. If unsure whether a product qualifies, please contact us prior to ordering.
Returns and Refunds
Return requests must be made within 30 days of delivery. Returned products must be unused, uninstalled, and in original packaging. Return shipping costs are the responsibility of the customer. A restocking fee of up to 25% may apply depending on the manufacturer’s policy. Some manufacturers do not accept returns once shipped; return eligibility may vary by brand. Refunds are issued to the original payment method after the returned product is received and inspected.
Inspection and Delivery
Please inspect your order upon arrival. If damage is visible, note it on the delivery receipt, decline the shipment, and contact us with photos at support@mytoiletdirect.com within 48 hours. We will assist in coordinating a resolution.
Damages and Warranty
Most products include a manufacturer warranty covering defects in materials or workmanship. Warranty terms vary by brand. Damage reported more than 30 days after delivery may fall outside warranty or freight coverage.
Return Authorization (RMA Required)
A Return Merchandise Authorization (RMA) number is required before returning any item. Return addresses vary by manufacturer, so please wait for instructions before shipping any product back.
Promotional Offers (BOGO / Bundles)
For Buy-One-Get-One or bundled promotions, all associated items must be returned to receive a full refund. If only part of the promotion is returned, store credit or adjusted-value refund may apply.
Chargebacks
If an issue arises, please contact us for assistance. If a chargeback is filed, we will provide documentation to the payment provider for review.
Acknowledgment
By completing a purchase, you agree to the terms of this Refund Policy, including responsibility for return shipping costs and restocking fees when applicable.
Shipping Policy
Order Processing
Orders are typically processed within 1–3 business days. Once processed, shipments are sent through trusted, fully tracked carriers such as USPS, UPS, or FedEx. Processing time may vary depending on product availability and fulfillment scheduling.
Order Confirmation
After placing an order, you’ll receive an order confirmation email. We then verify product availability with our supplier or warehouse.
If the item is in stock, your payment is processed and the order moves to fulfillment.
If the item is backordered or unavailable, we will notify you before your payment is processed.
If you’d like an estimated lead time before ordering, reach us at 775-307-6950 or support@mytoiletdirect.com.
Built-to-Order Products
Products marked “Built-to-Order” require a confirmed production timeline from the manufacturer before payment is processed.
If production has not started and the quoted timeline does not meet your expectations, the order can be canceled. Once production begins, cancellations and changes are no longer possible.
Order Shipment
When items are in stock and payment is confirmed, orders generally ship within 1–3 business days.
Tracking information is sent to your email within 24 hours of shipment.
Delivery Time
Most orders are delivered within 5–8 business days after shipment.
This results in a total estimated delivery window of:
6–11 business days (processing + transit)
Delivery times may vary slightly depending on location, product availability, and carrier scheduling.
We do not ship to PO Boxes or APO/FPO addresses.
Lost or Damaged Shipments
Please inspect your order at the time of delivery.
If visible damage is present, note it on the carrier’s documentation and decline the delivery.
Contact us right away and we will assist in coordinating a replacement when possible.
If a shipment is delayed or appears lost, contact us and we will work with the carrier to resolve the issue. If the carrier confirms the shipment is lost and cannot be recovered, a replacement will be arranged at no additional cost.
Contact Information
For any shipping-related inquiries, please reach us directly:
Business Name: My Toilet Direct
Email: support@mytoiletdirect.com
Phone: 775-307-6950
Hours: Mon-Fri 9AM - 5PM CT
