Customer Service

WHY RIPTIDE?

WE ARE IN BUSINESS TO HELP OUR CUSTOMERS DELIGHT THEIR CUSTOMERS

What to do when caught in a riptide? Face the shore, wave your arms, and yell for help… We are here to help!

Top 5 reasons
you should do business with Riptide:

1

You believe your customers deserve better! Are you tired of asking your customers to wait 4-6 weeks for their product? With Riptide, you can give them what they want, today.

Top 5 reasons
you should do business with Riptide:

2

You know not all customers want chrome faucets and white fixtures! We provide you access to the broadest assortment of finished plumbing in Canada.

Top 5 reasons
you should do business with Riptide:

3

You want to work with industry professionals that are driven by your success. As our business analysts engage with our customers, we are changing the rules of the game!

Top 5 reasons
you should do business with Riptide:

4

You want to be ahead of the curve as your customers’ expectations for speed explode - ride the rip!

Top 5 reasons
you should do business with Riptide:

5

Our team takes enormous pride in what we do… we love to anticipate opportunities and solve problems to make you look good!

Our Value Drivers:

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Same-day Shipping
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Product Assortment
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Data
analytics
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Shipment Tracking
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98%+
fill rates
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Customer Delight
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Problem Solving
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Packaging Solutions

FAQ

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Q. DO I HAVE TO HAVE AN ACCOUNT TO ORDER FROM YOU?
A.

Yes. Our valued customers include wholesale distributors, plumbing showrooms, retailers and eCommerce companies. If you qualify for one of those categories and are interested in setting up an account, please fill in the “Contact Us” form HERE.

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Q. WHERE DO YOU SHIP TO? RESIDENTIAL AND COMMERCIAL LOCATIONS?
A.

Yes! We ship anywhere you need us to (within Canada)!

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Q. IS THERE AN EXTRA CHARGE FOR SAME-DAY SHIPPING OR PICK-UP?
A.

Nope! We know speed matters to your customers! All orders submitted prior to 4pm EST will be shipped the same day. If a product is not available in-stock, our customer service team will let you know immediately.

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Q. CAN I PICK MY ORDER UP AT YOUR WAREHOUSE?
A.

Yes. Please call our Customer Service team to arrange your pick-up time, so that we can ensure your order is ready for you when you arrive.

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Q. WHAT IS THE WARRANTY ON YOUR PRODUCTS?
A.

Riptide is proud to supply our customers with the highest quality products, sourced from world-class manufacturing partners. For information on a specific manufacturer’s warranty, please contact the Riptide Customer Service team for assistance or follow the Manufacturer warranty instructions included with the product.

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Q. WHAT DO I DO IF I RECEIVE DAMAGED GOODS?
A.

We apologize for the inconvenience! If this happens to you, please contact our Customer Service team. Full return processing details can be found HERE.

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Q. WHAT IS YOUR RETURN/EXCHANGE POLICY?
A.

Except as otherwise noted, products may be returned within 30 days of shipment for a credit or exchange (provided the product is sellable/in its original condition). Returned items must be in original packaging.
All returns must include a return goods authorization (RGA) number that can be obtained by contacting the Riptide Customer Service team. Our customer service hours are Monday through Friday from 8 a.m. to 6 p.m. (EST).

Returns without an RGA number may be refused or assessed a restocking fee that will be deducted from any credit due.

Full return policy details can be found HERE.

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Product Returns

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Courtesy Returns

We understand that customers may change their mind after the product has been shipped. Riptide allows Courtesy Returns within 30 days of shipment of the original order. Once we receive the returned product and verify that it is in sellable condition, we will issue your credit, minus a 25% re-stocking fee. Please note that non-stock or special-order items may be refused for return.

  1. Customer notifies Riptide within 30 Days of shipment.
  2. Riptide provides an RGA#.
  3. Customer writes RGA# on outer shipping box (not the manufacturer’s box since this will result in an unsellable product).
  4. Customer ships product to Riptide (8300 Parkhill Dr., Unit 1, Milton, ON, L9T 5V7). Return shipping costs are the responsibility of the customer.
  5. Riptide credits customer for received, sellable product, minus re-stock fees.
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Defective Product

Please accept our apology if you receive a defective product. Riptide will help you with any products that include manufacturer defects.

  1. Customer notifies Riptide within 30 days of shipment of the order.
  2. Riptide provides an RGA#.
  3. Customer writes RGA# on outer shipping box (not the manufacturer’s box).
  4. Customer holds product for pickup for ten days from when Riptide provided the RGA#.
  5. Riptide will have product picked up from customer at no charge to the customer.
  6. Riptide credits customer for full amount of product once defective product is received.
  7. Customer issues a new PO if replacement product is needed. Riptide will not charge shipping on this replacement PO.
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Damaged Product

Riptide will help you with any products that arrive damaged. While we take every precaution to reduce the likelihood of damages, some damages will occur, and we sincerely apologize for this inconvenience. We ask for your cooperation so that we can fix the situation as quickly as possible.

  1. Customer refuses any visible damages, whether LTL or Parcel. Please note all damages on the LTL Bill of Lading.
  2. Customer notifies Riptide within two business days of receipt of damaged product.
  3. Riptide provides an RGA# and will provide credit for certain products that are not to be returned (as advised by Riptide). For products to be returned to Riptide, proceed to next step.
  4. Customer writes RGA# on outer shipping box (not the manufacturer’s box).
  5. Customer holds product for pickup for ten days from when Riptide provided the RGA#.
  6. Riptide will have product picked up from customer at no charge to the customer.
  7. Riptide credits customer for full amount of product once damaged product is received.
  8. Customer issues a new PO if replacement product is needed. Riptide will not charge shipping on this replacement PO.
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