Information regarding COVID-19

We thought of grouping the most frequent questions concerning the current situation and its consequences on our activities:

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

As usual, we accept all forms of payment,including gift cards. Simply provide your gift card number to our in-store expert at the time of payment. For payment by credit or debit card, the entire process is done securely with our in-store experts.

Shipping takes three (3) to five (5) business days. However, you will receive an email with your tracking code as soon as your order is shipped. We continue to process all online orders.

Unfortunately, we cannot provide you with this information. Details regarding delivered items will be on your order delivery slip.

Missing items will be refunded via the same payment method used at the time of purchase within seven (7) business days from your order date.

Please note that we will accept returns up to 90 days from your purchase date, with original receipt and unused product.

Due to current circumstances, as well as inventory issues with some of our suppliers, we unfortunately cannot give an exact date. We hope to be able to receive products soon. In the meantime, we invite you to keep checking our website for inventory updates.

Simply log in with your email address and password. You will then see the regular price, as well as the preferred price, that will be applied to you rorder.

Ordering online

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,AMEX, Interac Debit, Apple Pay, Google Pay and PayPal. 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 $30 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 7 p.m. 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.

Creative Club

You can join the Creative Club at any DeSerres store or online at deserres.ca. Find your store or join with you online account.

If you registered online:

When you activate your membership card online, 100 bonus points are automatically added to your account balance. You can view your account balance on your dashboard. If your 100 bonus points do not show up in your account, you can contact our Customer Service Department by email or by phone at 1-800-363-0318.

If you signed up in-store:

There may be a 24-hour waiting period before the 100 bonus points appear in your member account. If after 24 hours your 100 bonus points do not appear in your account, please contact our Customer Service Department by email or phone at 1-800-363-0318.

You can change your email address or any of your personal account information by logging in and clicking on Your Account.

You can change your password or any of your personal account information by logging in and clicking on Your Account. If you forgot your password, you can click on Forgot Password and enter your email address. A new password will be sent to you.

Contact our Customer Service Department by email or by phone at 1-800-363-0318. Our representatives will guide you through the registration process.

You can activate your student status the next time you visit a store. You must present a student card to the cashier and he or she will change your card status. You can also validate your student status by filling out the form available online in your Creative Club account. This modification will give you a 10% discount on selected regular priced purchases at DeSerres for the current school year, excluding gift cards, previous purchases and special orders. At all times, you earn 1 point for every dollar spent and benefit from year-round offers and promotions available exclusively to Creative Club members. For more information, visit the Creative Club section on our website.

Sales service for institutions and businesses

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.

Other

To consult the Material Safety Data Sheets (MSDS) of toxic and hazardous products, you can consult our portal here.

If the MSDS for a product is not listed here, it means that no MSDS has been issued for that product. Therefore, the product is neither toxic nor dangerous and meets the criteria issued by WHMIS.

No, the products available in each DeSerres store, as well as on our website, may differ from store to store.

To apply for a sponsorship, you must send an email to sponsorships@deserres.ca with all the details of your request. All requests will be processed within twelve (12) weeks, only if all the following criteria are met:

● The request must be made at least eighty (80) days prior to the event date;

● The request must be specifically related to fine arts, graphic arts, and/or creative hobbies.

Only requests that meet these criteria and have been approved by the marketing team will receive a response.

Accessibility standard for customer service policy

DeSerres is committed to excellence in serving all customers including people with disabilities.

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.