Shipping policy

Last Updated: August 20, 2026

At Water Matrix, we want your experience to be smooth from checkout to delivery. This policy outlines where we ship, what to expect with timelines, and how we handle the details along the way.

Shipping Locations

Water Matrix ships across Canada, with the exception of Nunavut, Northwest Territories, and Yukon.

We are also unable to ship to certain remote areas within Canadian provinces, as designated by Canada Post. If your postal code falls within a remote area, you will be notified during checkout. If you're unsure whether your address qualifies for delivery, please contact us before placing your order.

Shipping Costs

We offer free standard shipping on ZenWash and ZenWash PRO bidet seats across Canada, excluding territories and remote areas.

Flat rate shipping of $19.99 CAD applies to the Z-Rinse bidet seat across Canada, excluding territories and remote areas.

All prices and shipping costs are in Canadian dollars (CAD).

Order Processing

Orders are typically processed within 1–3 business days after payment is confirmed.

Orders are processed Monday through Friday, excluding Canadian statutory holidays. Orders placed on weekends or holidays will begin processing on the next business day.

Once your order has shipped, you will receive a confirmation email with tracking information.

Please note that processing time is separate from shipping time.

Estimated Delivery Times

Delivery times vary by destination. Most orders within Canada arrive within 5–10 business days after shipping.

These are estimates only and are not guaranteed delivery dates. Delivery times may be affected by factors outside of Water Matrix's control, including carrier delays, weather conditions, peak periods, and other unforeseen circumstances.

Signature on Delivery

All orders require a signature upon delivery. If no one is available to sign, the carrier will follow their standard redelivery process.

Please ensure someone is available at the delivery address to receive and sign for your order.

Order Tracking

Once your order has shipped, you will receive an email with tracking information so you can follow your shipment's progress.

If you have not received tracking information within 3 business days of your order confirmation, or if you have questions about your shipment, please contact our Customer Support team.

Local Pickup

Customers who prefer to collect their order in person may select Local Pickup at checkout.

Pickup is available from our Vaughan location:

Water Matrix

7933 Huntington Road, Unit #4

Vaughan, ON L4H 0S9

Once your order is ready, you will receive an email with pickup instructions. Please wait for this confirmation before visiting our location.

Please bring your order confirmation when picking up. No shipping charges apply to local pickup orders.

Incorrect Shipping Information

Please double-check your shipping address before completing your order. Water Matrix is not responsible for delays, failed deliveries, or additional charges resulting from incorrect or incomplete shipping information.

If you notice an error after placing your order, please contact us as soon as possible at orders@watermatrix.com or 1-800-668-4420. Address changes cannot be guaranteed once an order has been processed or shipped.

Lost or Missing Packages

If your tracking information shows your order as delivered but you have not received it, please check with household members, building management, or your local carrier.

If the package still cannot be located, contact us within 7 days of the delivery date shown in tracking. We will work with the carrier to investigate. Resolution will depend on the outcome of the investigation and may be subject to the carrier's claims process.

Water Matrix is not responsible for packages confirmed as delivered to the address provided at checkout.

Order Cancellations, Returns & Refunds

For information on order cancellations, returns, exchanges, and refunds, please review our Return & Refund Policy.

Damaged or Defective Products

If your product arrives damaged, defective, or incorrect, please refer to our Return & Refund Policy.

Policy Updates

Water Matrix reserves the right to update this Shipping Policy at any time. The version of this policy posted at the time of your purchase applies to that order. Any changes will be reflected by the "Last Updated" date at the top of this page.