For a limited time, get 250 bonus points when you become a member of our Creative Club. Join the Club >

Shipping & Returns


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.



Follow us on Instagram and Facebook to receive our latest updates and get inspired!

We invite you to visit our COVID-19 web page which regroups all the information about the current situation.


Deserres.ca offers delivery service in Canada only.

Shipping

Shipping fees - Regular customers and Creative Club members

Delivery fees vary by province as follows:**

Province Delivery fees Free delivery starting at (or more before tax) *
Quebec $ 8.95 $ 39.00
Ontario $ 8.95 $ 39.00
Alberta $ 14.95 $ 75.00
British Columbia $ 14.95 $ 75.00
Prince Edward Island $ 14.95 $ 75.00
Manitoba $ 14.95 $ 75.00
New Brunswick $ 14.95 $ 75.00
Nova Scotia $ 14.95 $ 75.00
Saskatchewan $ 14.95 $ 75.00
Newfoundland and Labrador $ 30.00 --
Nunavut $ 115.00 --
Northwest Territories $ 115.00 --
Yukon $ 115.00 --

**Additional charges apply to deliveries to certain remote areas outside of our standard delivery zone. If your postal code is on this list, an additional charge will be applied to your order. DeSerres Customer Service will contact you with the exact amount and to proceed with payment of additional charges with your permission.

Shipping fees - Creative Professional’s Zone members

Delivery fees vary by province as follows. These fees apply only to Creative Professional’s Zone members who place their order from their account.

Province Delivery fees Free delivery starting at (or more before tax) *
Quebec $ 9.95 $ 150.00
Ontario $ 9.95 $ 150.00
Alberta $ 14.95 $ 195.00
British Columbia $ 14.95 $ 195.00
Prince Edward Island $ 14.95 $ 195.00
Manitoba $ 14.95 $ 195.00
New Brunswick $ 14.95 $ 195.00
Nova Scotia $ 14.95 $ 195.00
Saskatchewan $ 14.95 $ 195.00
Newfoundland and Labrador $ 30.00 --
Nunavut $ 115.00 --
Northwest Territories $ 115.00 --
Yukon $ 115.00 --

*In some cases, with your prior consent, additional delivery fees may be charged according to the size and weight of the products ordered at deserres.ca.


Ship to store

Ship to store is free with any purchase of $20 or more before taxes*. Select the “Ship to store” option during checkout, enter your postal code and choose one of the available store locations. The store will contact you when your order is ready.
*Free delivery does not apply to oversized packages.

Delivery

Delivery is provided by outside carriers. The package must be received and the delivery slip must be signed. The delivery address can differ from the billing address. Orders cannot be delivered to a post office box. Your payment transaction will have to be completed and accepted before deserres.ca can proceed with the delivery of your order.

Delivery of your order is subject to the carrier's rules. If you are absent at the time of delivery, a notice card will be left addressed to you, and the order will be held for pickup at the designated pick-up point. You will be responsible for picking up your order in accordance with the carrier's rules. Your order will then be returned to the deserres.ca order distribution centre.

Your package will be shipped to the address specified at the time of your order.

Delivery fees are not calculated by item, but by order (several items may make up a single order). Your order will be delivered as quickly as possible, once it has been accepted. Delivery times may vary depending on product availability.

Delivery carrier

All orders across Canada are delivered by Canpar. For more information, visit canpar.ca or call 1 800 387-9335.

Delivery periods

Delivery periods depend on the delivery destination, with an additional 3 to 5 business days for processing the order. You will receive a confirmation e-mail once deserres.ca ships your package. This e-mail will include a reference number that will allow you to track your package on the Canpar website at canpar.ca.

Country Type of delivery Delivery period
Canada Regular delivery 3 to 5 business days

You can track your package anytime by visiting the carrier's website, canpar.ca, or by calling 1 800 387-9335.

Expect additional delays if an item is unavailable at the supplier or out of stock at DeSerres. If we have to wait for an out-of-stock item to be available, your order may be held back for several days before being shipped. You will receive an e-mail within two days following your order if the item you ordered is out of stock.


Still no order?

Check to see whether you received an e-mail notice with your tracking number. You can use this number to track your delivery on the carrier's website. You can also contact Customer Service by e-mail or call 1 800 363-0318.

Return policy

Once returned items are received, amounts debited from your credit card for these items will be credited. Please note that items cannot be returned if they were removed from their original packaging. Items will be refunded once they are returned to DeSerres.

You are responsible for delivery costs and the risks associated with returning products in the following case: Returning an item for reasons other than the above-mentioned examples: you are responsible for delivery costs and the risks associated with returning items. We cannot accept returned products if they have been removed from their original packaging.

Contact DeSerres' Customer Service by e-mail or call 1 800 363-0318. An agent will explain the procedure for returning merchandise.

The following list of items are non-refundable and non-exchangeable both online and in-store: books, magazines, markers, pens, aerosols, projectors, custom framing and printing, Pantone products, liquidation items, and gift cards.

In-store exchange or refund

Items bought at deserres.ca are exchangeable and refundable in store. Simply present your bill and products in their original packaging at the cash.

Return deadline

Deserres.ca will accept product returns (for exchange or refund) without penalty for a period of 30 days following delivery.

Exchange or refund by the outside carrier

Deserres.ca accepts all product returns (for exchange or refund) without penalty for a period of 30 days following delivery. Returned items must be accompanied by the receipt and delivery slip. DeSerres will pick up the items to be returned. Before returning any items, contact DeSerres Customer Service by e-mail or call 1 800 363-0318. Deserres.ca agents will explain the procedure for returning merchandise.

Deserres.ca will cover delivery fees in the following cases:

  • You did not receive the items that you ordered.
  • You received a defective item and you want to exchange it.
  • The item does not correspond to the description or illustration that appears on the deserres.ca website and you want to return it.
  • The item was damaged during transport. It is important that you check the item upon delivery to ensure that it was not damaged during transport. If the item appears damaged, rewrap it in its original packaging and contact Customer Service. Do not accept any box that was damaged during transport. The carrier will have to return the box to DeSerres.