FAQ

Customer Service

We stand by our products.  JWL offers a Lifetime Limited Warranty for the original purchaser of the item.  The warranty covers any and all workmanship defects.  You can choose to either have your item exchanged or receive a refund or a reduction in price, depending on the exact situation.

We will not refund or replace items that have clearly been damaged because of user wear and tear.

The shipping dispatch time is estimated to be 1-3 workdays after the confirmation of your order, if the product is in stock.

You will be notified if your purchased items are out of stock and provided with an ETA for delivery.  You will have the choice to either wait for your items to be delivered or request a full refund.

Orders are delivered with UPS ground or Canada Post ground for standard shipping.  Express and other shipping options are available at checkout.

All import fees, duties and foreign tax are not included with the online sale.  These fees are charged at the discretion of Customs and are payable by the recipient.

JWL is not responsible for any courier delays or losses incurred by lost or damaged goods.  In the case of an order being lost or damaged during shipping JWL will file a claim within 90 days of delivery and the proceeds will be paid out to the recipient upon settling the claim.

The finish on each JWL product is durable but can be scratched by using abrasives and harsh cleaning products.  Best to use soap and warm water with a clean soft cloth when cleaning your handles.

For brushed stainless handles, it is safe to use a mild scouring pad or scotch bright to remove any stubborn stains.  Please note, to clean with the grain direction of the brushed metal rather than using a circular motion or cross grain strokes.

Returns Are Accepted

Returns are accepted within 15 days of receipt of goods.

How to return your purchase:

  1. Before returning an item please email us at: [email protected] and let us know what you are returning and the reason for the return.
  2. After contacting us, please send your return item back to us within 7 days of receiving our return confirmation.
  3. Pay to send your package via Track n Trace methods only, with the following included:
    • clean item(s) in new condition with original packaging.
    • all connection hardware components.
    • all specification and or instruction sheets.
  4. Upon receipt of returned goods a refund will be issued using the same payment method used to purchase the item.

Please note:

  • JWL is not responsible for the payment of the return shipping, unless the product is faulty or defective.  However, if you are exchanging an item for another one, the new item will be shipped back to you for free.
  • A 30% restocking fee is applicable to all returned items, either on exchange or a refund request.
  • Further, free shipping back to you on an exchange item is only valid for the first exchange, any future swaps on the same original purchase will be solely the customers responsibility in full, you pay all forms of shipping.
  • All customers outside of Canada or the USA please contact us regarding customs clearance before shipping.  Any international order that has been sent to customers under a free shipping offer will be refunded (or exchanged/credited) but will have our delivery cost deducted from the amount refunded.
  • Until an item is received at JWL, it is your responsibility to ensure it is received by JWL.

Industry Professionals

JWL is geared to work with builders, designers and the trades.  We sell directly by request and in areas where showrooms are not available.

To get set up with a trade account, please fill out our online trade application form.

To become a showroom or representative, please contact us directly at: [email protected]

JWL is open to all requests for larger scale projects. Please contact us directly with project enquires at:  [email protected]