Questions people ask before they order

Yes. Every home is different, so the product list is a starting point. Tell us what you need, with a photo, link or drawing, and we'll go to our factories around the world for it. If it can't be imported economically or won't pass inspection, we'll tell you instead of quoting.

Most orders take several months from approved specs to delivery: production, inspection, ocean freight and customs. Your quote gives a lead time for your order, and your project page tracks each stage. Order early in the build, not at the last minute.

You pay LUSSO, in two milestones: a deposit to start production and the balance after inspection passes. We pay the factory from that, and our fee comes out of it, so the total on your quote is the total you pay.

Every crate is photographed before the container is sealed and checked when it is unloaded at our warehouse. Damage in transit goes to the cargo insurance claim, and replacements ship with the next order.

We only quote products the factory can show Canadian certification for, such as NAFS / CSA A440 labelling on windows or CSA B125 on faucets. Certification is written into the factory contract as a warranty condition.

Every product is classified by a licensed customs broker before we quote it, and the quote shows each charge separately. Some aluminum and steel products carry extra Canadian surtaxes, which is why we steer you away from them.

The factory, under the purchase contract you sign with them. We wrote that contract, and we manage the claim for you, but the warranty is the factory's.

No. LUSSO is the importer. We clear customs on our own account through a licensed broker, and your order arrives duty-paid. You don't need a business number, a CBSA account or any border paperwork, whether you're a homeowner or a builder.

A percentage of the order, or a flat amount on smaller orders. It is shown on your quote and already included in the total, so nothing is added later.