FAQ

Yes, the price of products on our website may differ from the price of the same products in DeSerres stores with a physical business location.

The shopping cart stores selected items for 14 days. After this time, you will need to shop again to refill your cart.

The deserres.ca website is totally secure. At the time of payment, everything will be processed securely on the Shopify Payment platform. Your credit card number will never be shared with deserres.ca. Only your address is saved, and you can modify it if needed. We accept the following payment methods: Visa, Mastercard, Interac Debit, Apple Pay, Google Pay, PayPal and Sezzle. All payment methods are confidential, and no information is shared with DeSerres. Be sure to enter the correct credit card number, check for a valid expiration date, and be sure to include the security number on the back of the card.

The security number is a three-digit number for Mastercard and Visa cards and a four-digit number for American Express cards. It is located on the back of the card, usually next to your signature.

DeSerres gift cards are valid in all our stores and on our website. Simply enter your gift card’s serial number when selecting this payment method. Please note that in order to use a gift card on our website, it must have a security code.

1. If you are done shopping, click on Proceed to Checkout. Fill in the necessary information for billing and shipping.

2. Once you have accepted the terms and conditions, you will be asked to enter your credit card number and follow the steps.

3. Payment is fully secured on the Shopify payment platform. DeSerres will not have access to the payment transaction in any way.

All orders are delivered by Canpar or Nationex, which deliver anywhere in Canada. The carrier is automatically selected based on your location and postal code. For delivery with Canpar, you can learn more by visiting canpar.ca or by calling 1-800-387-9335. For delivery with Nationex, you can learn more by visiting nationex.com or by calling 1-866-999-7737. In some exceptional situations, other carriers may also be used.

All orders are delivered by Canpar or Nationex. No orders can be delivered by Canada Post.

In-store pick-up is free with any purchase of $39 or more before taxes*. Select the "In-Store Pick-Up" option when placing your order, enter your postal code and choose one of our available locations. The store will contact you when your order is ready.

*Free shipping does not apply to oversized packages.

Once in the store, go to the cash desk and show your order confirmation email, along with a valid ID. A signature will be required to validate the pick-up.

You can find our shipping fees here.

Following your online order, you will receive three messages from DeSerres. The first message will be to confirm your order. The second will be to inform you that your package has been shipped, together with the tracking number from our carrier. The last message will be to confirm that your package has been delivered to the given address. If you do not receive anything, send us an email and we will contact you.

If you don’t remember your email address, you can contact our customer service by email or by calling directly at 1-800-363-0318.

To cancel an order, you must contact our Customer Service Department by email or by phone at 1-800-363-0318 from Monday to Friday, between 9 a.m. and 5 p.m (EST). DeSerres customer service representatives will guide you through the steps for cancelling an order. Please note that we cannot guarantee changes or cancellations if your order has already been packed and shipped.

To return or exchange a product, you can go to one of our stores within 30 days of receiving your package. If this is not an option for you, you can also contact our customer service by email or by phone at 1-800-363-0318. Our representatives will then guide you through the steps for returning or exchanging an ordered product.

The Creative Professionals’ Zone program is for businesses, institutions, non-profit organizations, corporations or commercial companies that want to purchase from DeSerres.

All organizations must meet a minimum annual purchase requirement of $2,500. Card validity will be re-evaluated every twelve (12) months.

You must activate your account on deserres.caby entering your business email address and your old DeSerres account number. Youcan also contact our Customer Service Department by email or by phone at 1-800-363-0318 to obtain yourDeSerres account number.

There is no order minimum when shopping on deserres.ca.

You can find our shipping fees here.

Creative Professionals’ Zone Members must pay by credit card on deserres.ca. In-store payment can be made by credit card, debit card or cash.

If we don’t have enough products available on deserres.ca to complete your order, you will receive an email from our Customer Service Department explaining the delay, as well as options that are available to you in order to ship your order as quickly as possible.

Creative Professionals’ Zone Members can shop at deserres.ca or in-store.

A plastic Creative Professionals’ Zone card will be mailed to you a few days after you register. This card will allow you to enjoy the same advantages in stores as on the deserres.ca website. Simply present it at the cash counter when you pay for your purchase.

Phone orders are not accepted. Only orders placed on deserres.ca or in-store are accepted for the Creative Professionals’ Zone.

We will strive to ensure that all our employees are trained and aware of the various assistive devices we carry or have available on location, which can be used by people with disabilities to access our goods and services.

We will communicate with people with disabilities in ways that consider their disability.

We welcome persons with disabilities who are accompanied by their service animals. Service animals are permitted in sections of the building that are open to the public or to third parties.

A person with a disability who is accompanied by a support person will be allowed in our stores.

In the event of a planned or unplanned disruption of services or facilities for customers with disabilities, such as ramps and/or elevators, DeSerres will notify its customers as soon as possible. This notice, which will be very visible, will include information on the reason for the disruption, the expected duration, and a description of alternative facilities or services, if available. The notice will be placed on the front door of the store and on our website.

DeSerres will provide training to its employees for all in-store positions.

The training will include:

An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements of the Customer Service Standard.

DeSerres’ Accessible Customer Service Plan.

How to interact and communicate with people with various types of disabilities.

How to interact with people with disabilities who use an assistive device and/or require a service animal or support person.

What to do if a person with a particular type of disability has difficulty accessing DeSerres goods or services.

Staff will also be trained on an ongoing basis if changes are made to our Accessible Customer Service Plan.

Customers who wish to give feedback on how DeSerres provides services to people with disabilities can go to the Customer Service section of our website at: www.deserres.ca.

Feedback and complaints will be handled by the Customer Service Department. Clients should receive a response within ten (10) days of the feedback or complaint.

Any DeSerres policy that does not respect the dignity and autonomy of persons with disabilities will be modified or removed.