FAQ
A List of Frequently Asked Questions

About Us

CASSON is a finely curated and design focused hardware company.  We are an online retailer and dealer to trade.

The cofounders of CASSON are architects and the company was born out of years of frustration attempting to source distinctive, quality products for projects.

With a design professional's eye and knowledge, we edit through all the noise and bring to you pieces that exude good design, quality, and craftsmanship.

Our motto is multum in parvo: much in little. We believe the fine details make the biggest statement.

We are based out of Toronto, Canada. Our products are sourced globally with a soft spot for our local Canadian designers.

All of our products are selected for their high quality design, materials, and construction.  The products are made from a range of base metals, woods, concrete, polyester (yes polyester!) and so much more, and these are finished in various ways.

Please contact us if there is further information you require per product.

Yes! We are always looking to work with Industry members. Check out our Trade Section below to learn more.

Products

Some of our products are made from unfinished Brass, Bronze & Copper. These are natural finishes that are not protected with any type of external finish or coating.  

Living finishes will age with time and use which means they will oxidize and develop a patina and the initial finish will change. The finish will dull, deepen and darken. It can also appear irregular.  Either let them age with grace, or polish them with a clean, soft, damp cloth regularly. Refer to our Care and Maintenance Guide for further information.

For local Toronto members of our Trade Program we offer a Sample Loan Program when items are available. In cases when Trade Members are not local, we offer purchase of items with a 30% discount and free shipping to the destination. These items can be returned to CASSON for a full discount if they are in their original packaging and have not been installed or damaged.

It is the distance between the centre of two holes drilled into cabinets.  For our purposes it is the “centre to centre” dimension for pulls.

Our Product Pages are made up of different sections, always note the Materials, Specifications and Product Downloads section when ordering items. All dimensions and cut sheets are listed for your convenience.

For additional questions, please reach out to our Sales Team by emailing sales@cassonhardware.com

Our product pages have lots of information to help you make an informed purchase. However if you have specific questions beyond the information provided, we are happy to help. Email sales@cassonhardware.com with the product name and your question and we will get back to you within two business days.

If you have a designer, you can ask them to help you visualize our products in your design vision.  If you're looking for some design assistance you can hire us for additional design consultation services. You can email us at general@cassonhardware.com.

Going at it alone? Please use the dimensions listed on product pages to ensure it will work within your space. Remember the motto, measure twice, cut once. We always recommend waiting to receive your order before drilling or cutting holes to ensure all measurements are 100% accurate. 

All of our vendors require different lengths of time to deliver products to their end user. All of our product pages have a stock notification for items available for immediate shipping from our warehouse. This notification is listed above the Add to Cart button. If there is no notification listed then please reference the Estimated Lead Time which is also located above the Add to Cart Button.

Door hardware is often highly customizable. We have some collections such as AHI Door Levers which come fully assembled and ready for most North American doors, however other collection from Formani, d line and Maison Vervloet require multiple components and specific dimensions. We have a series of reference materials to help make ordering easier.

For Door Hardware terminology, references and clarifications you can view our order guide here.

To place an order email our Sales Team at sales@cassonhware.com

Bocci 22 can seem overwhelming at first however we have a variety of documents to help guide you through the process. On each Bocci product page we have an Order Guide which will help you to determine which items are suitable for you project. For additional questions you can email our Sales Team at sales@cassonhardware.com

Sometimes items are discontinued by the maker, or no longer offered on our catalogue. However, if you email us at sales@cassonhardware.com

We believe buying well made products once, as opposed to replacing lower cost and mass produced products that fail earlier. Our business model is to support and promote well made and beautifully designed products. 

Most of our suppliers are small batch fabricators. Many are also locally Canadian.

Because many of our products are also made to order, products are not overrun and create less waste. The trade off being often our items are on the high side of the budget but we hope for those who can, they will believe in the same ambitions.

For particular sustainability practices by brand, we suggest emailing the sales team.

Please use a qualified installer for any hardware installs and a licensed electrician for any electrical items. A specialty installer will have the right tools and jigs/ templates to do the job. Please share any documents and drawings provided with your installer to ensure they are capable of doing the job. Ask them for references if you're unsure!

If you're a DIY'er, please ensure you have the right tools and appropriate mounting hardware and door, wall or cabinetry conditions. CASSON is not responsible for installs gone wrong.

We cannot refund or exchange items that have been attempted to have been installed. 

CASSON's liability is limited to the replacement of the product; no other warranty is expressed or implied. 

However, some of our suppliers and manufacturing partners do offer warranties on their individual products. Please contact us for more assistance on this matter.

Please refer to our Returns & Exchanges guide for further information.

Trade

We have a Trade Program and offer our members a base 10% discount on eligible items. We also offer custom quoting, product overviews and specification meetings, as well as additional support and help.

We have an online registration form which can be filled out online here.

Once your account application has been reviewed, you will be able to login to your Customer Profile on our website and see all applicable items with the Trade Discount applied.

When viewing your cart, you will be able to see the regular price, along with the trade pricing for your specific items (example here).

 For larger orders, specialty shipping rates, and items that require a quote, you can request a quote by emailing us at sales@cassonhardware.com.

Trade discounts are tied to your account email and can be logged into the customer profile section of our website, here. If this is your first time logging in, please create an account here, using the email address used in the trade application. If you are interested in adding additional team members to the Trade Program, please let them know we would be happy to set them up as well.

Products that are eligible for the discount will show automatically with the updated price once you’ve logged in to your account. To learn more about how your account works, you can read our FAQs here.

For any additional support you can email our Trade Desk at trade@cassonhardware.com.

Shipping

We ship internationally. Shipping rates are based on package size, weight and service selected. 

International deliveries may be subject to import duties and/or taxes, which are the sole responsibility of the customer. Any additional charges for customs clearance cannot be predicted with the value of what these charges may be. For further information on custom policies in your country, please contact your local customs office.

All regular sized items shipped from our warehouse are sent via Canada Post or USPS. Oversize items, as well as some products shipped directly from our suppliers, are shipped via DHL, UPS or Fed-Ex. When your order ships out we will update you with a tracking number and courier information.

If you haven’t made an order yet, but would like to request your items be shipped by courier please reach out to sales@cassonhardware.com and they will be able to provide an estimate for the service. 

If you have already made an order but would like to request a change to shipping method,  please email warehouse@cassonhardware.com. Include your order number and the service you would like to use and we will try our best to accommodate the change. Please note that additional charges will apply.

We do offer expedited shipping and it should be offered as you check out via our online shop. If you have shipping requests and are working with a sales agent they will be happy to assist you.  

Expedited shipping refers to the speed the postal service will use to send your items, and unfortunately doesn’t affect the lead time it will take our suppliers to manufacture them. If you would like to downgrade your shipping please email us at warehouse@cassonhardware.com

How frustrating! First thing to do would be to double check with people in your building or neighbours to make sure your package wasn’t delivered and misplaced. After that you can contact us at warehouse@cassonhardware.com with your order number and the shipping address and we will do our best to assist you.  Typically we open a ticket with the postal service used for shipping and await further instructions. To speed up the process recieving customers can also open a ticket. From there we do our best to assist you in the most convenient way possible!

At CASSON we strive to fulfil orders as quickly as possible. Many of our items are custom-made or imported from European manufacturers, lead times may be longer than at big-box stores. When you placed your order you received an email with a projected lead time. While we appreciate you are anxious to get your order, if it is still within the projected lead time window, rest assured we are working on your items! If the lead time has passed, please reach out to warehouse@cassonhardware.com and we will try our best to get you your items as quickly as possible.

Absolutely! Please email warehouse@cassonhardware.com with your order number and shipping address and we will be happy to assist you. Note that shipping costs will apply.

Orders

If you would like to make a change to your order we will try our best to accomodate you. Email us at sales@cassonhardware.com as soon as possible with the new requirements and we will adjust your order if possible. This may result in a new cost or a refund depending on the changes.

If you need to change your shipping address please email us at warehouse@cassonhardware.com as soon as possible so we can update the address. Please note that we cannot change a delivery address once the order has been shipped. 

Has my order been shipped yet?

In order to reduce our carbon footprint, it is CASSON policy to send all items for an order at once. However, if you would like to receive them as they arrive at the warehouse email us at warehouse@cassonhardware.com and we will send them to you as they come in.

We try our best to make sure every customer gets their orders as quickly as possible. However, if you have extenuating circumstances we can try our best to help. This typically means we can provide shipping quotes for faster options or reach out to the vendor to see what they are able to accomodate in terms of lead times. Please contact us at sales@cassonhardware.com for more information.

Returns and Exchanges

We accept returns for eligible items within 28 days of receipt. If returned in original condition, we will issue a full refund for the cost, excluding delivery fees. In some cases a restocking fee will apply. Please contact returns@cassonhardware.com to begin the return process.

If any of your items arrive damaged or faulty, or you're unhappy in any way, please contact us directly at warehouse@cassonhardware.com or your sales agent, within 7 days of receiving your items and our team will be happy to help. We are not responsible for damage that occurs during installation.

We do not offer exchanges at this time, but we are happy to process a return for applicable items and help you order the item you prefer. Please contact returns@cassonhardware.com and someone will be happy to assist you. Note, that if you are on a tight timeline it is advised that you order the correct item as soon as possible as the return process can be affected by shipping delays.

Email returns@cassonhardware.com with your order number within 28 days of receipt. You will be sent an RMA form. Please note CASSON requires returned merchandise to have prior written communication and a valid RMA Form. Please complete the form and return any items to the address provided. You will receive email confirmation once your return has been processed and accepted at our Toronto studio. Any refunds should appear within your account within five working days. 

We are not able to cover any return postage costs, or any loss or breakages that occur during the return process. We therefore recommend that returns are made using the original packaging with tracking, insurance and signed for service. If items show signs of installation or damage we will contact you.

If any of your items arrive damaged or faulty, or you're unhappy in any way, please contact us directly at warehouse@cassonhardware.com or your sales agent, within 7 days of receiving your items and our team will be happy to help. We are not responsible for damage that occurs during installation.

Refunds will be sent to your original method of payment and processed within 10 business days of receipt. You will receive email confirmation once your return has been processed and accepted at our Toronto studio.  If you haven't heard from us within that time, please email warehouse@cassonhardware.com with a copy of your proof of postage so they can enquire with the shipping provider. Any refunds should appear within your account within five working days. 

Additional Assistance

Do you have a question that isn't listed here?

For sales inquiries, formal quotations and product information, email us at:
sales@cassonhardware.com

For questions and concerns on your orders and shipping updates you can reach us at:
warehouse@cassonhardware.com

For return and exhance inquiries, please email:
returns@cassonhardware.com

For information about joining our Trade Program, troubleshooting account errors and setting up appointments or meetings, you can send an email to:
trade@cassonhardware.com

All media requests can be sent to:
pr@cassonhardware.com

And finally, if you're not quite sure who to contact you can always find us by emailing:
general@cassonhardware.com