Canadian FAQs
Water Warehouse has partnered with Borderfree to allow you to see your total landed price including all duties, taxes, shipping and handling charges in Canadian dollars before you place your order. Here is some additional information for our valued Canadian buyers:
How do you ship to Canada?
Water Warehouse fulfills online Canadian orders through our partner, Borderfree. Simply add items to your order and click on Canadian Check Out to complete your order. You will see your total landed price including all duties, taxes, shipping and handling charges in Canadian dollars before you place your order. You will pay Borderfree the total amount for your order in Canadian dollars (which means that they will bill your credit card) and we will ensure that products get right to your door. If you have any questions about Canadian orders, call Customer Service at phone number, time available or email us.
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How much duty do you charge on Canadian orders?
Determining your duty rates depends on many factors (Product, Country in which the product was manufactured, etc.). To know the exact duty charges before you buy, simply add items to your order and check out through our "Canadian Check Out." You will see the exact duty charges prior to submitting the order.
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How much tax will I be charged on my order?
The tax rate applied depends on your ship-to destination. Please refer to the following chart to determine the relevant rate for you.
| Province of Delivery | GST | PST | HST |
| Alberta | 6% | - | - |
| BC | 6% | - | - |
| Manitoba | 6% | - | - |
| New Brunswick | - | - | 14% |
| Newfoundland & Labrador | - | - | 14% |
| Northwest Territories | 6% | - | - |
| Nova Scotia | - | - | 14% |
| Nunavut | 6% | - | - |
| Ontario | 6% | 8% | - |
| Prince Edward Island | 6% | - | - |
| Quebec | 6% | - | - |
| Saskatchewan | 6% | - | - |
| Yukon Territory | 6% | - | - |
What are your shipping and handling charges for Canadian orders?
Shipping and handling charges depend on the size and weight of your package and your ship-to destination. To know the exact shipping and handling charges before you buy, simply add items to your order and check out through our Canadian Check Out. We will tell you the exact charges for your desired item(s) before you actually place an order.
What are my shipping options to Canada?
Water Warehouse standard shipping for in-stock items to Canadian buyers takes from X-X business days. (Monday through Friday, do not count weekends)
What will show up on my credit card statement?
Your order will be billed to your credit card by our international service provider, Borderfree. "WEB/PH ORDER BRDFREE" will appear as the billing company.
When will I be billed?
Your credit card will be billed by Borderfree once your order clears the Canadian border;
What exchange rate is applied to my orders?
Real-time exchange rates are applied to your orders. The rate charged to you is a guaranteed amount - this will not change once you accept an order. To know the exact price before you buy, simply add items to your order and check out through our Canadian Check Out. You will see the exact price for your order in Canadian dollars before you actually place the order.
How do I track my order?
Within 24 hours of placing your order, you will receive an order confirmation email. When your package clears our international facility and is on its way to you, you will receive a shipment notification email that will include a link to track your package with the Canadian carrier. All other inquiries should be directed to email address.
What is the returns policy for Canadian orders?
Canadian Returns Policy
If you are not completely satisfied with a Doheny’s Water Warehouse purchase or gift for any reason, please return it within 30 days for a refund. Please note that this refund will include all duties and taxes that were initially paid on the items you are returning. Our customer care center will assist you with processing your return, please follow the instructions listed below:
How do I return something?
1. Please contact our customer support team at 800-574-7946 or send us an email to customerservice@doheny.com, indicating your Water Warehouse order number, a description of the item you wish to return and the reason for return.
2. Based on the items being returned, we will communicate to you the exact value of your credit for the item(s) being returned. You will be credited for the product value and any related duties and taxes, less return handling fees for customs and brokerage, if applicable.
3. Water Warehouse will communicate to you the mailing address for our Canadian returns facility.
4. Clearly identify our Canadian returns facility address as the destination on the package labeling. When returning merchandise to Water Warehouse, carefully wrap the items and return them to the Canadian address provided with shipping charges prepaid. C.O.D. returns can not be accepted and will be refused.
5. Please complete the Reason for Return Service form. Return reason codes: a) arrived damaged, b) arrived defective, c) incorrect item, d) wrong size, e) changed my mind, f) other (explain).
6. Put the returning item(s) and a copy of the original Packing Slip (with the Reason for Return Service section completed) in the original shipment packaging. Please include all product-packing materials.
7. Present the package to any carrier, take the package to any post office counter or drop the package at any authorized carrier outlet to have your return shipped to the Canadian address provided. You may wish to insure your package for the full replacement value with your chosen carrier.
8. Once received at our returns facility, your package will be forwarded to us in the U.S. and we will credit your return once the package has been received and processed in the U.S., typically within 14 to 30 business days after the package is sent.
9. Credit card companies vary in the time it takes for a "credit" to appear on your monthly statement. Please allow one to two billing cycles for the refund to appear on your statement.
If you have any questions, please call us at 800-574-7946.
