Who is Water Matrix?
Water Matrix is a Canadian water conservation company based in Vaughan, Ontario. We've been in the industry for over 35 years, and our online store brings premium bathroom fixtures directly to Canadian homeowners. Every product we sell is backed by our team and our commitment to quality. Learn more about our story on our About Us page.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, and Discover, as well as Shop Pay, Apple Pay, and Google Pay. All available payment options are displayed at checkout.
Can I modify or cancel my order after placing it?
Orders may be cancelled before they have shipped. To request a cancellation, contact us at orders@watermatrix.com or 1-800-668-4420 as soon as possible. Once an order has shipped, it cannot be cancelled and will be subject to our Return & Refund Policy.
Do you offer discounts or promotions?
From time to time we run special promotions. The best way to stay in the loop is to sign up for our newsletter or follow us on social media.
Where do you ship and how long does delivery take?
We currently ship across Canada. Orders are typically processed within 1–3 business days, and delivery times vary depending on your location and shipping method. You can also choose local pickup from our Vaughan location at checkout. For full details, visit our Shipping Policy.
Do you offer free shipping?
Free shipping is available on select products. Shipping costs for all other items are calculated at checkout based on your location, product weight, and selected shipping method.
How do I track my order?
Once your order has shipped, you'll receive an email with tracking information. You can use that tracking number to monitor your shipment's progress at any time.
What should I do if my package arrives damaged?
Please submit a request through our Returns & Refunds Form within 7 days of delivery. Include a description of the issue along with clear photos of the product, packaging, and shipping label. Our team will review your request and determine the best resolution.
What if my order shows as delivered but I haven't received it?
Please check with household members, building management, or your local delivery carrier first. If you're still unable to locate your package, contact our team and we'll help look into it.
What's your return policy?
We accept returns within 30 days of delivery on eligible products. Due to the hygienic nature of bidet seats, returns must be unopened and in original factory-sealed packaging. For full details, visit our Return & Refund Policy.
How do I start a return?
To initiate a return, please complete our Returns & Refunds Form. Once we've reviewed your request, we'll email you with the next steps and return instructions. Please don't ship anything back until you've received approval.
Can I return a bidet seat after it's been opened or installed?
No. Due to hygiene requirements, bidet seats must be unopened and in their original factory-sealed packaging to be eligible for return. Products that have been opened, installed, or used are not eligible.
Is there a restocking fee on refunds?
Yes. Approved refunds are subject to a 5% restocking fee applied to the product purchase price. Original shipping charges are also non-refundable unless the return is due to an error on our end, shipping damage, or a confirmed product defect.
How long does it take to receive my refund?
Once your return has been received and approved, please allow up to 14 business days for the refund to appear on your original payment method. Processing times may vary depending on your financial institution.
How do I know which bidet seat is right for me?
It depends on what you're looking for. The Z-Rinse is a non-electric bidet seat that runs on water pressure alone — no outlet needed. It features dual self-cleaning nozzles, adjustable water pressure, and rear and front wash modes. The ZenWash is an electric bidet seat that adds instant warm water, a heated seat, self-cleaning nozzles, a warm air dryer, and an LED night light. The ZenWash PRO is our top-of-the-line electric bidet seat loaded with premium features including a wireless remote control, automatic open/close lid, self-cleaning nozzles with UVC sterilization, instant warm water, adjustable heated seat, warm air dryer, deodorizer, and LED night light. All three fit standard elongated toilets.
Do your bidet seats fit round toilets?
No. All of our bidet seats are designed for standard elongated toilets only. Please confirm your toilet shape before ordering. If you're not sure, feel free to contact us and we can help.
Do I need a plumber or electrician to install a bidet seat?
No. All three of our bidet seats are designed for DIY installation. The Z-Rinse installs in under 10 minutes using standard toilet seat mounting hardware. The ZenWash and ZenWash PRO connect to your existing water supply and plug into a standard grounded outlet near your toilet — no plumbing modifications required.
Do the electric bidet seats need a special outlet?
The ZenWash and ZenWash PRO require a standard grounded (3-prong) outlet near the toilet. If your bathroom doesn't have an accessible outlet near the toilet, you may need an electrician to install one.
Are your products certified?
Yes. The Z-Rinse is cUPC certified. The ZenWash and ZenWash PRO comply with ASME A112.4.2, UL 1431, and CSA C22.2 #68 safety standards.
Do your products come with a warranty?
Yes. All of our bidet seats are backed by a 1-Year Limited Warranty covering defects in materials and workmanship. If you have a warranty-related concern, visit our Warranty page for details on how to reach our team.
What does the warranty cover?
The warranty covers defects in materials and workmanship for one year from the date of original purchase. It does not cover damage caused by improper installation, misuse, modification, hard water, environmental conditions, or improper use of cleaners. The warranty applies to the original purchaser only, and proof of purchase is required.
How do I make a warranty claim?
Contact our team at orders@watermatrix.com or 1-800-668-4420. Be ready to provide your order number, a description of the issue, and photos if applicable. Our team will review the issue and walk you through the next steps.
How do I reach customer support?
You can reach our Canadian-based team by email at orders@watermatrix.com or by phone at 1-800-668-4420. We're available Monday through Thursday from 7:30 AM to 4:00 PM ET and Friday from 8:00 AM to 12:00 PM ET.
Still Have Questions?
We're here to help — whether you need advice choosing the right bidet seat, have a question about your order, or just want to talk through something before you buy.