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Frequently Asked Questions

Frequently Asked Questions

Frequently Asked Questions

How do I open an account?

Individuals: when you order
School and business customers: application form

How do I add items to my shopping cart?

On the catalogue page for a product you wish to purchase, enter the quantity desired in the box located to the right of the Product Name. Then click Add to Cart at the bottom. You can also change the quantity ordered when viewing your shopping cart.

How do I review my shopping cart?

You can check what's in your shopping cart at any time. Click View Cart at the bottom of any product page, or click Shopping Cart in the centre of the menu bar at the top.

How do I remove a product from my shopping cart?    

To empty your shopping cart, click Clear the Cart. If you only wish to remove a particular item, click on the Delete column for the item you wish to remove.

How do I send my order?

When you are done shopping, click on Proceed to payment. Enter the required shipping and billing information, and follow the instructions indicated. The payment step will be transferred entirely to the Desjardins secured site. At no time will DeSerres will have access to your payment transaction.

How do I pay for my order?

The deserres.ca website is totally secure. When paying, you are redirected to the Desjardins platform. Your credit card number will be processed exclusively by Desjardins. Your credit card number will never be communicated to deserres.ca. Only your address is kept in our database, and you can change it whenever needed.

We accept payments by MasterCard, Visa and American Express.

Make sure you enter your credit card number correctly and check that the expiration date is valid.

What are your shipping fees?

Shipping fees may vary depending on the size of merchandise and the destination of your order (particularly for sectors located outside Purolator shipping zones). For more information see the Shipping section.

If shipping charges will be higher than those indicated when you ordered, we will notify you before sending your order. That's why it is important that you provide your telephone number or email address, and when we can call you during the day.

How do I know if my order has been shipped?

You will receive an email confirmation within the hour after we ship your order. Still haven't received your purchase? Send an email and we will get back to you.

How do I get free shipping?

To benefit from free shipping, your order must come to a total of at least $75 before taxes. This offer does not apply to telephone orders, even if the total is over $75.

Are there any password restrictions?

Your password must contain a minimum of 6 characters. For stronger security, we recommend that you include numbers or special characters.

What if I forget my password?

If you have forgotten your password, click on My Account, then click "Forgot Password?" on the Sign In page. Enter your email address and click Submit. You will receive a new password by email.

What if I forget my email address?

If you can no longer remember your email address, you will have to open a new account.

How do I change my email address?

Click on My Account and enter your new address. You will receive an email confirmation at your new address.

How do I change my password?

Click on My Account, enter your old password, then enter the new password twice before submitting the change.

How do I cancel an order?

To cancel an order, you must obtain a merchandise return authorization number by communicating with the sales office by email or by telephone at 1 800 363-0318. Deserres.ca will inform you then as to the procedures to follow for cancelling your order or returning merchandise.

© DeSerres 2012