FAQs

Yes! You can browse or search our online catalogue for thousands of products. Check back regularly as we’re constantly adding exciting new products!

Our items are only sold through retailers. When looking at an item, you have the option to source retailers whom have stocked this item. Some of our items are also sold through online retailers. 

You can complete our Customer Registration; once we have confirmed that you are a retailer, you will receive customer login information.

We will review your application within 24 hours during regular business hours or within 48 hours if on the weekend. We will advise you of your customer number and password via email. Please note that all fields with a * are mandatory and the form cannot be submitted if any of these field are not filled out. In the event we are not able to give you access we will also advise you with the reason why via email.

You can login simply by clicking on the Sign In link in the header or footer of our site. This will bring you to our login screen, once on this screen you enter your customer number and assigned password. Once logged in you can change your assigned password if you wish.

No problem… just click on “Forgot my password? Click here” or “Obtain a new password” on the customer login page. We will then ask you for your customer number and email address. Once you complete this and if the email addresses matches what we have on file, we will automatically email you a link within minutes to the email address we have on file for you. This link allows you for up to 3 hours to change your password, after 3 hours the link will no longer work.

For first-time orders the minimum order is $250. Repeat orders must be at least $150.

• See our entire catalogue of items and inventory on hand
• Easily place orders
• See item information including, dimension, material, upc codes etc.
• Review pending orders, item on the order, and pictures of the items on the order
• Review back ordered items and see the items due date (arrival date)
• Open invoice and tracking numbers on the invoice
• The ability to reprint invoices
• Order history

Once you have finished browsing our product selection you can click on the shopping cart to see all the items on your order at any time you can go back to add to the order, remove items or change order quantities. Please note that on your order you can see the items that are being shipped and the items that are being back ordered if they are not available. If you are satisfied and your order is correct then click on the checkout button.

Once checking out you can include a Wanted Date, this is the date you would like your order shipped, if left blank it will automatically default to shipping ASAP. You can change the ship to address and provide credit card information securely. Once done you click on the submit button at the bottom of the order, if there are any issues with your cart you will be prompted. The order is submitted to us and you will receive a confirmation email of your order.

Please note that the order total you see will not include shipping charges. Shipping charges are carefully calculated at time of shipping. Each box is measured and weighed and entered into our freight rate shopping system to give you the most economical freight cost for your order.

Before shipping, we pre-authorise your credit card for an amount exceeding product and expected shipping to ensure funds are available. This charge will drop off your statement shortly after the actual charge is applied.

In the event there is a discrepancy or you have a damaged product, please contact our customer service at customerservice@koppershome.com. If possible please provide us with a photo of the damaged item. This must be done within 5 business days of receipt of your order. Once reported you will be issued an RA#. At our discretion, you will receive a replacement, reduction or refund for the damaged item. In the event we are picking up the damaged item, the item must be in the original box and packed in an appropriate shipping carton with packing material so it can be sent back to us safely. A credit will be issued only for the authorized return item. In the event unauthorized items are included, these will not be credited. 

Refused orders are subject to a 20% restocking fee.

Once you are a Frans Koppers Imports customer, you can login to your account on our website and place an order any time. The sales representative in your area will be notified and you can place an order with your sales rep. You may also place orders at our trade shows and at our showroom in Guelph. You can also make additions and changes to your orders through our customer service team.