Information regarding COVID-19
We thought of grouping the most frequent questions concerning the current situation and its consequences on our activities:
When will I receive my order?
We are now experiencing a shipping time of 3 to 5 business days.
Be assured, you will receive an email with the tracking code as soon as your order is on the way. We are still processing all online orders.
Incomplete orders: What are the missing items?
Unfortunately, we are unable to provide this information. The details of all shipped items will be displayed on the delivery note in your order.
How will I get reimbursed for the missing items?
All missing items will be refunded via the same payment method within 7 working days following your order.
What about your return policy?
Following the reopening of our stores, in order to better serve you and adjust to this new reality, we will accept returns only from June 1, 2020. All products purchased after February 1, 2020, unused, may be returned to stores for a refund with your invoice.
What does the status "processing" mean in my order?
This status in your account indicates that the payment has been accepted and that the order is transferred to our distribution center. It will then take 3 to 5 business days to complete the order and send it. Once the order is shipped, you will receive an email from the carrier with the tracking code.
When will the "temporarily unavailable products" be back in stock?
Given the circumstances and the replenishment issues with some of our suppliers, we unfortunately cannot give an exact date. We hope to be able to receive some items soon. Until then, keep an eye our website to be on the lookout for replenishments.
When will the stores be re-opened?
Following the latest government announcements, we are more than happy to announce that certain stores have re-opened.
Click here for the complete list of stores.
Zone Members: How can I see my preferential prices ?
Just log in with your email address and password. You will then see the regular prices and your preferential prices which will be applied to your order.
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We invite you to visit our COVID-19 web page which regroups all the information about the current situation.
Customer service and online order inquiries
From Monday to Friday between 9:00 a.m. and 5:00 p.m. ET across Canada, call 514 842-6637 for Montreal and surrounding areas, or 1 800-363-0318 elsewhere in Canada. A representative will be happy to inform you about our products, guarantees, the status of your order, shipping terms, etc.
by email: contact us at [email protected].
Our head office is located at
1265 Berri Street, Suite 1000
H2L 4X4 Canada
Phone: 514 842-6695
Click here to contact one of our stores.
Contact us if you have any questions
Our team of customer service representatives will be happy to answer your questions. Simply contact us at [email protected]