12" Pressure Balance Shower System with Hand Shower – Solid Brass, SUS304, 2-Function

NeoNova Decor ships Canada-wide and offers complimentary pickup from our Markham showroom. This page covers fulfillment, delivery methods, receiving, and transit damage claims. Cancellations, returns, exchanges, and all associated fees are governed by our Returns, Exchanges & Cancellations Policy. Product defects are governed by our Warranty Policy. All amounts on this page are in Canadian dollars (CAD) and exclude applicable taxes.

1. Showroom Pickup & Complimentary Storage

Showroom pickup — no charge

• Location: 250 Shields Crt, Unit 7, Markham, ON L3R 9W7
• Hours: Monday–Saturday 9:30 AM – 6:30 PM; Sunday 9:30 AM – 5:30 PM
• Phone: +1 888-818-3021
• Please bring your order confirmation email and your order number. We release merchandise only to the purchaser or to a person named by the purchaser in writing in advance.
• Pickup is by appointment for palletized items so that our team can have your order staged and a forklift available. Please give us at least one business day's notice.
• You are responsible for bringing a vehicle capable of carrying your items and for loading assistance. Our staff can move your order to the loading area but cannot load, secure, or transport items in customer vehicles, and cannot be responsible for damage that occurs during customer loading or transport.

Ready-for-Pickup Date

Throughout this policy and our Returns Policy, the Ready-for-Pickup Date means the date we notify you in writing that your complete order is staged and available for collection or dispatch. Every storage timeline in both policies runs from this single date.

Complimentary 90-day storage

Renovation timelines move, so we hold your order free of charge for 90 days from the Ready-for-Pickup Date. This lets you lock in current inventory and pricing while your site is being prepared. Your merchandise is reserved to your order and removed from available stock for the whole of this period.

Please note that because the order is staged and reserved, cancelling during the complimentary storage period is treated as an Elective Return and a restocking fee applies. See section 1 of the Returns, Exchanges & Cancellations Policy before you place an order you expect to store.

After 90 days

Orders not collected or scheduled for delivery within 90 days of the Ready-for-Pickup Date accrue a monthly storage fee, and orders left uncollected for 120 days are classified as Abandoned and cancelled. The fee amounts, the abandonment process, and the deductions that apply are set out in full in section 1 of the Returns, Exchanges & Cancellations Policy. We will contact you before either stage takes effect. If your project timeline shifts, tell us early — we can almost always work something out.

2. Processing, Rates & Fulfillment

Processing time. In-stock merchandise is processed and dispatched within 1–3 business days of order confirmation. Special-order, made-to-order, and backordered items ship according to the lead time shown on the product page or confirmed by our team in writing.

Transit time. Transit times quoted by carriers are estimates only and are not guaranteed. See section 9 regarding installation scheduling.

Standard shipping rates. Standard rates range from CAD $22 to CAD $120, tiered by weight and dimensional volume, and are calculated at checkout. Remote and northern postal codes, and addresses requiring ferry or air service, may be quoted separately.

Complimentary standard delivery. Free standard delivery across Canada on a single order exceeding CAD $3,500 before tax.

Please note: Complimentary and flat-rate delivery are subsidized by NeoNova Decor, not waived by the carrier. If an order that shipped under a complimentary or flat rate is later returned or refused for a reason other than transit damage or a product defect, the actual outbound freight we absorbed is deducted from your refund. See section 4 of the Returns, Exchanges & Cancellations Policy for the full breakdown.

Consolidated vs. split shipment. Orders containing both in-stock and backordered items ship consolidated by default, once all items are available. You may request a split shipment to receive available items sooner; additional dispatch charges apply to the second and any subsequent shipment. Where an order ships in more than one delivery, the return window runs separately from each delivery date.

3. Delivery Methods

The delivery method is determined by the dimensions, weight, and fragility of your items.

Standard parcel delivery — hardware, faucets, standard mirrors, medicine cabinets, accessories, and select decor.

Shipped via FedEx, UPS, Purolator, or Canpar and left at your primary threshold, porch, mailroom, or building concierge. Parcel carriers do not unbox, place items indoors, or remove packaging.

LTL freight delivery — vanities, countertops, sinks, toilets and smart toilets, shower systems, and oversized mirrors.

These items are palletized and shrink-wrapped, then dispatched by Less-Than-Truckload freight. Standard freight service is curbside only: the carrier uses a liftgate to lower the pallet to your driveway, curb, or designated loading zone. Freight drivers are not insured or permitted to uncrate items, remove pallets or packaging, or bring items indoors or upstairs.

Please arrange adequate help on site to receive and move your items. A single vanity on a pallet commonly exceeds 200 lb.

White-Glove Delivery — available on request, quoted per order

Where the carrier serving your address offers it, White-Glove Delivery can bring items inside, place them in the room of your choice, unbox them, and remove the packaging.

White-Glove Delivery is not included in any shipping rate on this site and is not available at a standard price. It is performed by the freight carrier, and the carrier prices each job individually based on your address, access, floor level, stairs or elevator, and the size of the crew required. For that reason we cannot publish a rate or estimate one in advance.

To request it, contact us before your order is dispatched. We will obtain a written quote from the carrier and send it to you. White-Glove service is scheduled only after you have approved that quote in writing and paid the quoted amount. Availability and timing are set by the carrier, not by NeoNova Decor, and neither can be guaranteed. Where the carrier serving your address does not offer the service, or declines the site, standard curbside delivery applies.

4. Receiving a Freight Delivery

Your signature on the Bill of Lading is a legal acknowledgment that the shipment arrived in good condition. Please read this section before your delivery date.

1. Inspect before you sign. Walk around the pallet and look at every side of the packaging, including the top and the shrink wrap.
2. Note anything you see. If you find torn or crushed cardboard, dents, punctures, water staining, broken shrink wrap, or a leaning or damaged pallet, write "Visible Damage – Subject to Inspection" on the driver's Bill of Lading next to your signature, and photograph the pallet before it is moved.
3. Do not refuse the shipment unless the damage is severe. Accept it with the notation above and contact us — in most cases we can resolve the issue faster with the goods at your site than in return transit. See section 5 for what happens if a delivery is refused.

Signing the Bill of Lading as "Clear" releases the carrier from transit liability and severely limits our ability to pursue a claim on your behalf. It does not remove your rights under our Warranty Policy for a manufacturing defect, but it does forfeit coverage for transit damage.

5. Address Changes, Undeliverable Orders & Refused Deliveries

Address changes. Delivery addresses can be updated at no cost any time before dispatch. Once an order is in transit, a change of address depends on the carrier's approval and any carrier rerouting fee is payable by the purchaser.

Undeliverable or incorrect addresses. If a shipment is returned to sender because the address was incorrect or incomplete, a unit or suite number was missing, access was restricted, or no one was available to receive a scheduled freight delivery, the purchaser is responsible for the original outbound shipping cost, the return transit cost, and any reshipment charge.

Site access is the purchaser's responsibility. Please confirm before ordering that your items will clear all doorways, hallways, stairwells, and elevators, and that the delivery vehicle can reach your address. Product dimensions are published on every product page and our team is glad to help you check them. An order refused or returned because an item does not fit, or because the site could not be accessed, is processed as an Elective Return.

Refused deliveries. Refusing a delivery for any reason other than severe transit damage documented on the Bill of Lading is processed as an Elective Return under section 3 of the Returns, Exchanges & Cancellations Policy. The following are deducted from your refund: the actual outbound freight cost, including any amount NeoNova Decor subsidized beyond the rate you paid; the actual return freight cost billed by the carrier; any non-refundable palletizing or crating fee; and the applicable restocking fee. On a large freight order these deductions are significant, so please contact us before refusing a delivery — there is usually a better option.

6. Transit Damage Claims

Every item is inspected and photographed before it leaves our Markham facility. If something is damaged in transit, we will make it right — but carrier claim deadlines are strict and we cannot extend them.

How it arrived	Deadline to report	What you must do
Freight, damage visible on arrival	At delivery	Note "Visible Damage – Subject to Inspection" on the Bill of Lading before signing, photograph the pallet, then contact us within 24 hours
Freight, damage found after unpacking (concealed damage)	Within 48 hours of delivery	Stop unpacking, photograph everything in place, retain all packaging, contact us
Parcel delivery	Within 48 hours of delivery	Photograph the carton and contents, retain all packaging, contact us
Showroom pickup, inspected at the counter	Before you leave	Inspect with our staff. Both copies are stamped CHECKED and signed, which closes transit and handling claims on that item
Showroom pickup, collected sealed without inspection	Within 24 hours of pickup	Only where the item left in unopened factory packaging. Photograph everything, retain all packaging, contact us

How to report. Email support@neonovadecor.ca with your order number, or call +1 888-818-3021. Please include clear photographs of: (1) the damage itself, (2) all exterior packaging showing dents, punctures, tears, or staining, and (3) the interior foam and protective materials as they sat around the item.

Why the deadlines are firm. Our freight and parcel partners will not validate a damage claim reported outside these windows, and we cannot absorb a claim the carrier has refused. Claims submitted late will be declined.

Showroom pickup — inspection at the counter. We invite every customer to inspect their items with us before leaving. Where you do, we stamp CHECKED in red on our file copy of the packing slip, you sign it, and your invoice is stamped the same way. That stamped and signed record confirms the merchandise left our showroom in good condition, and transit and handling claims on that item are closed at that point. Your rights under our Warranty Policy are unaffected.

If you do not inspect at the counter, no CHECKED stamp is applied. The absence of that stamp on your invoice is the record that the item left our showroom uninspected. In that case you have 24 hours from pickup to report concealed damage, provided the item left in unopened factory packaging and all packaging is retained. This window does not apply to an item whose packaging was opened before you left.

What happens next. Where a claim is approved, we resolve it at no cost to you — typically by shipping a replacement component, or by replacing the unit and collecting the damaged one. You pay nothing for return or replacement freight on an approved transit damage claim. See section 4 of the Returns, Exchanges & Cancellations Policy.

7. Retaining Packaging

Do not discard any packaging until you have unpacked and inspected everything. This includes cartons, foam, corner protection, shrink wrap, and wooden pallets.

Two different rules apply, and the difference matters:

• Transit damage or defect claims — all original packaging must be retained until the claim is closed. Carriers and manufacturers routinely require an on-site inspection or photographs of the packaging as it was. Discarding it before the claim is resolved forfeits coverage for that claim, because neither we nor the carrier can then establish where the damage occurred.
• Elective returns (change of mind, fit, or site conditions) — packaging retention is not a condition of eligibility. Your item can still be returned if the packaging has been opened or damaged; a repacking and inspection fee applies instead. The fee is set out in section 3 of the Returns, Exchanges & Cancellations Policy.

For oversized items, the wooden pallet matters separately: freight regulations require palletized transport, so if you discard the pallet and later choose to return the item, you will need to source a replacement pallet and strapping or deliver the item to our Markham facility yourself. See section 6 of the Returns, Exchanges & Cancellations Policy.

8. Product Defects & Warranty

This page covers damage that occurs in transit. Defects in materials or workmanship are covered separately under our Warranty Policy, which applies after the transit damage window has closed and for the life of the applicable warranty term.

Where a defect affects a single component — a door, a hinge, a drain assembly, a mirror panel, a touch-up finish — our standard remedy is to expedite a replacement component rather than retrieve an entire oversized unit by freight. This is almost always faster for you. Where a component cannot resolve the issue, we replace the unit. Either way, you pay nothing for freight on an approved warranty claim.

9. Scheduling Trades & Installation

Please do not book your plumber, electrician, or contractor until your items have been delivered, unpacked, and inspected. Carrier schedules, weather, backorders, and damage replacements are outside our control.

NeoNova Decor is not responsible for secondary costs arising from delivery timing, including contractor wait time or cancellation fees, rebooking charges, storage you arrange yourself, or project delays. This does not limit any remedy available to you under our Warranty Policy or under applicable consumer protection legislation.

Questions

support@neonovadecor.ca · +1 888-818-3021 · 250 Shields Crt, Unit 7, Markham, ON L3R 9W7

Related: Returns, Exchanges & Cancellations Policy · Warranty Policy

The version of this policy in effect on the date your order is placed is the version that applies to that order. Last updated: September 17, 2026.