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
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
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
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@swissmadison.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
Shipping Policy
Orders are processed within 24 hours of receiving your order confirmation email, excluding weekends and holidays. Once your order ships, you will receive a confirmation email with tracking details. Please allow up to 48 hours for tracking information to update.
Swiss Madison offers free shipping on all orders placed through swissmadison.com. At this time, we do not ship to Hawaii, Puerto Rico, or outside the USA.
While we strive to meet all estimated delivery timelines, shipping times may be affected by factors beyond our control, such as carrier delays or increased order volume.
Delivery & Transit Times
Parcel shipments typically arrive within 1–6 business days depending on your location. Larger orders, such as pallet or truckload shipments, may require additional handling time.
Freight shipments require appointment scheduling, and transit times may vary based on destination and carrier availability.
Delays caused by weather conditions, carrier capacity, or other unforeseen circumstances are outside of Swiss Madison’s control.
Freight Deliveries
All freight deliveries are threshold-only, meaning the carrier will deliver to the front entrance of your home or the delivery location.
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The freight carrier will make every effort to schedule delivery in advance via phone
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Customers are responsible for providing accurate delivery details, including dock access, liftgate requirements, and hours of availability
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Freight deliveries must be inspected at the time of delivery
Order Status
Once your order has shipped, you will receive an email with tracking information to monitor delivery. Please allow up to 48 hours for tracking updates to appear.
If you have any issues with your order or tracking, please contact us at info@swissmadison.com with your name and order number so we can assist you.
Returns & Refunds
Swiss Madison accepts returns within 30 days of delivery for a full refund of the product.
If your item arrives damaged, you may request a replacement within 30 days of delivery. Proof of purchase will be required, and this policy applies only to the original purchaser.
Swiss Madison does not charge a restocking fee or for return shipping.
For returns, replacements, or any questions, please contact us directly via email at info@swissmadison.com or by phone at (434) 623-4766 with your name and order number to assist you further.
The below guide will help solve the following issues:
- Seat wiggling
- Seat too long for bowl
- Seat too short for bowl
- Loose hardware
The below guide will help solve the following issues:
- Poor flush power
- Excessively strong flush power
- Issues clearing the bowl
The below guide will help solve the following issues:
- Toilet constantly running
- Water level in tank too low
- Water level in tank too high
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
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.
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.This is a simple fix, you can view our guide on making adjustments here.
Our one piece toilets use a standard 7/8th" waterline. We generally recommend the braided chrome style lines.
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 interchangeable. You 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.
Swiss Madison accepts returns within 30 days of delivery for a full refund of the product.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. Proof of purchase will be required, and this policy applies only to the original purchaser.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
For returns, replacements, or any questions, please contact us directly via email at info@swissmadison.com or by phone at (434) 623-4766 with your name and order number to assist you further.
Swiss Madison® products are made with quality materials and excellent craftsmanship to provide our customers with beautiful, durable, long-lasting products. Should there be any defects in materials or craftsmanship under regular use that are discovered within the first year after delivery, Swiss Madison® will provide replacement parts at no charge, or at its discretion, replace any product or part of the product that is deemed defective, under normal installation, use, service or maintenance. This warranty applies only to the original purchaser. Proof of purchase must be submitted with any warranty claim.
Swiss Madison® recommends that all installations of Swiss Madison® products to be conducted by a licensed plumber or contractor. Swiss Madison® will not be held responsible for any damage or product failure due to improper installation, misuse, or failure to utilize a licensed plumber or contractor for installation. Swiss Madison® is not responsible for any installation or removal costs.
THIS ONE-YEAR LIMITED WARRANTY WILL BE VOIDED IF:
• The installation instructions were not followed by the installer
• The product has been moved from its initial place of installation
• The product has in any way been modified from its original condition
• The product has been subjected to improper maintenance, abuse, misuse, excessive use of chemicals, accidents, or other damages
Swiss Madison® makes no warranty that its products comply with any local building or plumbing codes. It is the consumer’s responsibility and obligation to determine local code compliance prior to and during installation.
Swiss Madison® is not responsible for any special, incidental or consequential damages associated with the installation, replacement, return or use of the original purchaser’s product. This includes, but is not limited to: freight costs, labor, travel time, lost profit, home damages and other contingent liabilities and costs (including, without limitation, costs associated with ‘professionals’ or ‘experts’, investigations, audits, analyses, attorneys and any other professional/hired services). Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
The Swiss Madison® warranty is a comprehensive and explicit limit of liability. All other warranties are hereby disclaimed and waived.
QUESTIONS OR CONCERNS? Please contact us directly at: 1-434-MADISON (623-4766)
WARNING: Contents of your order may contain sharp and possibly other harmful pieces and may cause hazard to children and adults. Swiss Madison® is not responsible in any way for personal injuries or damages.
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