Customer Support Policy
At National Decking, we prioritize exceptional customer support to ensure a seamless experience. This policy outlines the support services we provide, response times, and avenues for addressing concerns or inquiries in compliance with Ontario and Canadian regulations.
Support Availability
Our customer support team is available to assist you during the following hours:
- Monday to Friday:  9:00 AM – 5:00 PM
- Saturday: 10:00 AM – 2:00 PM
- Sunday and Holidays:Â CLOSED
You can contact us via:
- Phone:Â 905.564.9200
- Email:Â toronto@nationaldecking.com
Types of Support Services Offered
We provide assistance with:
- Order Inquiries
- Status updates, tracking information, pricing transparency policy and cancellations.
- Product Information
- Specifications, availability, and recommendations.
- Returns and Refunds
- Guidance on initiating and processing returns or refunds under our Return and Refund Policy.
- Technical Assistance
- General advice on product use and installation. (Note: this is informational only and not a substitute for professional installation services.)
- Feedback and Complaints
- Assistance in resolving concerns and documenting suggestions for improvement.
- Order Inquiries
Response Times
We aim to respond to all inquiries within:
- Email: Within 1–2 business days.
- Phone:Â Immediate response during support hours.
Legal Compliance
This policy is designed to meet the requirements of Ontario’s Consumer Protection Act, 2002, and related Canadian laws, ensuring fair and prompt service. For further information on your rights as a consumer, visit the Ontario Consumer Protection website.
Contact Us
For questions regarding shipping, contact your nearest National Decking location:
National Decking
Email: toronto@nationaldecking.com
Phone: 905.564.9200
Privacy and Confidentiality
All interactions with our customer support team are handled in accordance with our Privacy Policy. We are committed to safeguarding your personal information during all communications.