If you need assistance tracking your order, we are here to help.

Often, tracking numbers take up to two days to update. We thank you for your patience as we work with our carriers to provide you with the fastest shipping possible.

If you purchased your item from one of our approved vendors, be sure to check your email for an order confirmation. Often, this includes the tracking information for your order, you can also reach out to them directly.

If you are unable to find this information, please email our customer service team at info@swissmadison.com and we will be glad to assist you with tracking your order. Please include your order number in the email so we can locate and track your order for you.


Our customer service hours are:

Monday - Thursday 9:00 AM to 5:00 PM EST

Friday 9:00 AM to 4:00 PM EST


You can reach our team at:

434 623 4766

info@swissmadison.com

Large items such as bathtubs, shower bases, vanities, or several toilets, ship via an LTL Freight Carrier.

These carriers, while extremely reliable, generally take more time in transit than a normal UPS or FedEx package would. Additionally, their tracking methods may differ from standard parcel carriers.

Freight carriers will often give you a phone call to schedule a delivery appointment for your order. This allows you the flexibility to receive your item when it is convenient for you.

Of course, you can also reach out to the carrier to set this appointment yourself as well.

If you are unsure which carrier your order shipped with, or need the tracking number (referred to by freight carriers as a "PRO" number), please do not hesitate to reach out to our customer service team with your order number.


Our customer service hours are:

Monday - Thursday 9:00 AM to 5:00 PM EST

Friday 9:00 AM to 4:00 PM EST


You can reach our team at:

434 623 4766

info@swissmadison.com

To cancel an order, please reach out to the vendor you purchased from. They will be able to cancel your order and issue your refund.

If you purchased your item directly from swissmadison.com, please do not hesitate to reach out to our customer service team with your order number.

Please note that if your item has already been shipped, it will not be possible to cancel your order. If this is the case, please reach out to the vendor you purchased from to open a return request for a refund.



Our customer service hours are:

Monday - Thursday 9:00 AM to 5:00 PM EST

Friday 9:00 AM to 4:00 PM EST


You can reach our team at:

434 623 4766

info@swissmadison.com

We apologize for any damages to your order! This is not the experience we want you to have with our products.

The fastest and most reliable way to receive a replacement unit is to contact the vendor you purchased your item from. They will be able to assist you with their specific policies.

If your item was purchased directly from SwissMadison.com,  please email our customer service team at info@swissmadison.com to open a ticket. Please provide the following information in the email:

- Order number

- Photo(s) of damaged product

Swiss Madison's policy for a replacement item due to damages is 30 days from the date of delivery. You can read our full return policy here.


Our customer service hours are:

Monday - Thursday 9:00 AM to 5:00 PM EST

Friday 9:00 AM to 4:00 PM EST


We apologize for any missing parts, and are happy to assist you.

You can find part information by clicking the "Parts & Support" link at the bottom of your item's product page.


If you are unable to find what you need, please email our customer service team at info@swissmadion.com to open a ticket. 

Please provide the following information in the email:

- Order number

- Description of missing part(s)

Our customer service hours are:

Monday - Thursday 9:00 AM to 5:00 PM EST

Friday 9:00 AM to 4:00 PM EST

The below guide will help solve the following issues:

  • Seat wiggling
  • Seat too long for bowl
  • Seat too short for bowl
  • Loose hardware

Seat Adjustment Guide

The below guide will help solve the following issues:

  • Poor flush power
  • Excessively strong flush power
  • Issues clearing the bowl

Flush Valve Adjustment Guide

The below guide will help solve the following issues:

  • Toilet constantly running
  • Water level in tank too low
  • Water level in tank too high

Fill Valve Adjustment Guide

You can remove your actuator plate by following these steps.

The below guide will help solve the following issues:

  • Poor flush power
  • Excessively strong flush power
  • Issues clearing the bowl

Flush Valve Adjustment Guide

The below guide will walk you through the steps for removing your Actuator Plate. 
This will allow you to gain access to the internal components of your in-wall tank to perform maintenance. 

Actuator Plate Removal

Our products are available from a wide variety of online retailers!

You can find our products on our website, at Home Depot, Lowe's, Build.com, Wayfair, Houzz, Overstock, Menards, Amazon and others. 

We also sell our products as a wide selection of local retailers, please reach out to your local retailers for availability.

Our products are not currently available in most stores due to our large catalog size, reach out to your local store for details.

However, our products are available from a wide variety of online retailers!

You can find our products on our website, at Home Depot, Lowe's, Build.com, Wayfair, Houzz, Overstock, Menards, Amazon and others. 

We also sell our products as a wide selection of local retailers, please reach out to your local retailers for availability.


Yes!

If you wish to have extra parts on hand or need to purchase parts for your item, we have parts available on swissmadison.com. Simply search for your product SKU in the searchbar and click the "Parts & Support' Link near the bottom of the product page.

Swiss Madison does not provide in-person professional assistance, but you can send an email to info@swissmadison.com and our customer service team can assist you with any questions you may have.

We apologize for any missing information.

Email our customer service team at info@swissmadison.com to open a ticket, please provide the following information:

  • The model number of the item you need information for
  • What specific information you need (include photos if you are able)

This will ensure we gather the correct information for you.

Please note that taking hand measurements is a slow process. It may take several days, up to a week, to receive specific measurements.


Our customer service hours are:

Monday - Thursday 9:00 AM to 5:00 PM EST

Friday 9:00 AM to 4:00 PM EST

There is a "Trade" link at the bottom of our webpage to open a trade account.

Be sure to fill out all forms and provide all requested documents so we can review your application as quickly as possible.

When properly installed on our in-wall tanks, our wall-hung toilets can support up to 500 pounds.

You can make adjustments to your flushing power by following this guide.

Our in-wall carriers have adjustable feet on the bottom.
This allows for a bowl height of 14"-19". If no adjustments are made, your toilet bowl height will be at 14" from an unfinished floor. If you require a 17" bowl height, for example, you will need to add 3" plus the thickness of your finished floor to your carrier.

Our wall hung toilets do not have an adjustment for the water level in the bowl at this time. However, the pressure per flush is adjustable and may help you clear the bowl better.

Yes,  you can turn your discharge pipe up to 45 degrees, so long as your space allows.

In general, yes, you will be able to substitute our elbow pipe for a straight pipe to have the toilet discharge further into the wall.

However, please note that you will need to consult your plumber regarding the specifics of your installation area. Not all installations are the same and some may require additional work.

In general, yes, you will be able to install a macerator with our wall-hung toilets, so long as your space allows.

However, please note that you will need to consult your plumber regarding the specifics of your installation area. Not all installations are the same and some may require additional work.

Our back-to-wall units are bowls that sit on the floor, but still have an in-wall tank system. The weight of the person is supported by the floor as opposed to being suspended in the air. Our back-to-wall units use a different in-wall tank than our wall-hung units, they are not interchangeable. You can learn more about our Back-To-Wall units here!

Wall hung units use a tank inside of the wall that has a supportive metal structure. This structure is bolted into wall studs and is what supports the weight of the bowl and the person using the unit.

No, you will not be able to install a wall-hung toilet on our back-to-wall in-wall carrier tanks.

Great  question! Our back to wall units are bowls that sit on the floor, but still have an in-wall tank system. The weight of the person is supported by the floor, as opposed to being suspended like a wall hung. Our back to wall units use a different in-wall tank than our wall hung units, they are not interchangeableYou can learn more about our Wall-Hung units here!

Wall hung units use a tank inside of the wall that has a supportive metal structure. This structure is bolted into the studs and is what supports the weight of the bowl and the person using the unit.

It is not completely necessary to screw your bathtub directly to your studs. While we do not recommend drilling through your flange, as this may void your warranty, you can still secure your tub. You can drill into the wall stud directly over where the flange would rest. Then, you can insert some washers and bolts to "sandwich" the tile flange between the stud and the washer. This will secure your bathtub to the studs without needing to drill through it.

It is not completely necessary to use a mortar base with our bathtubs. However, your plumber or contractor will have the best advice regarding your specific installation area and needs.

Our bathtubs use a standard bathtub drain kit. They come in a variety of materials, orientations, and sizes. You will need to consult your plumber or contractor regarding what is best for your specific installation area and needs.

When properly installed, our bathtubs can support up to 550 pounds.

Our Alcove bathtubs have tile flanges on three sides for a seamless transition into your wall covering. Some alcove models have built-in aprons and some require one to be built.

Our Drop-in bathtubs have no tile flange which allows for more flexible installation. Our drop-in tubs require a full frame to be built around the tub.

If you are unsure which bathtub is right for you, please be sure to consult your plumber or contractor, as they will have the best advice regarding your installation area.

This form is only for purchases through swissmadison.com. If you purchased a Swiss Madison product through another vendor please contact them for your return.

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