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.

Shipping Fees

Deserres.ca ships within Canada only.

Order shipping fees vary by province and are as follows:

Shipping fees - Regular Clients and Creative Club Members

Province Delivery fees Free delivery starting at
(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 --

* Please note that an additional flat fee of $12.50 will apply for oversized products, which will be added to your final receipt.

Additional fees apply to deliveries made to certain remote areas that are not close to our shipping centre. If your postal code is on our list of remote areas, we will contact you to confirm if you agree to the additional charges or if you wish to modify your order.

Shipping fees - Creative Professionals’ Zone Members

Province Delivery fees Free delivery starting at
(before tax) *
Quebec $ 9.95 $ 150
Ontario $ 9.95 $ 150
Alberta $ 14.95 $ 195
British Columbia $ 14.95 $ 195
Prince Edward Island $ 14.95 $ 195
Manitoba $ 14.95 $ 195
New Brunswick $ 14.95 $ 195
Nova Scotia $ 14.95 $ 195
Saskatchewan $ 14.95 $ 195
Newfoundland and Labrador $ 30 --
Nunavut $ 115.00 --
Northwest Territories $ 115.00 --
Yukon $ 115.00 --

* Please note that an additional flat fee of $12.50 will apply for oversized products, which will be added to your final receipt.

Additional fees apply to deliveries made to certain remote areas that are not close to our shipping centre. If your postal code is on our list of remote areas, we will contact you to confirm if you agree to the additional charges or if you wish to modify your order.

In-store pick-up

In-store pick-up is free with all purchases 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.

Shipping

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.

Please note that we cannot deliver to an address with a post office box.

The delivery of your order shall be subject to the carrier's rules.

If you are absent at the time of delivery, Canpar will leave a delivery notice and you will be able to pick up your order at the pick-up location designated by the carrier.

With Nationex, a second delivery attempt will be made the next day. In any case, you will be able to track your package using the tracking number provided in your shipping confirmation email.

You are responsible for collecting your order according to the carrier's rules. After a certain period of time, non-collected orders will be returned to our DeSerres distribution centre.

Shipping fees are not charged per item, but rather, per order (multiple items are included in one order). Please note that to qualify for free shipping when purchasing a gift card, the value of the gift card is not counted towards the minimum purchase amount. Your order will be shipped as soon as possible after your order has been accepted. Delivery times may vary depending on product availability.

Delivery times depend on the chosen destination, plus a processing period of three (3) to five (5) business days. Please note that a confirmation email will be sent to you when deserres.ca ships your package. This email will provide a tracking code so you can track your package on the carrier's website.

You can track your package at any time with the carrier's tracking number sent in your shipping confirmation email, or call 1-800-387-9335.

Additional delays may occur if a supplier does not have a product, or if a product is not available at DeSerres. In the event that we must wait for an out-of-stock item to become available, your order maybe held for a few days before being shipped. An email will be sent to you within two (2) days of your order if a product is back ordered.

Check to see if you received an email with a tracking number for your package. With this number, you can check the status of your delivery on the carrier's website. You can also contact our Customer Service Department by email at service@deserres.ca or by phone at 1-800-363-0318

Returns

Deserres.ca accepts returns without penalty within 90 days following the delivery of your package (for an exchange or refund).

Once our distribution centre has received the returned goods, any amount charged to your credit card for said goods will be credited. Please note that products cannot be returned if they have been removed from their original packaging or used.

To return a product, contact our Customer Service Department by email at service@deserres.ca or by phone at 1-800-363-0318. Our customer service experts will guide you through the steps for returning merchandise.

We do not accept refunds or exchanges for the following products: books, magazines, markers, pens, spray cans, projectors, custom prints and framing, as well as Pantone products, clearance products and gift cards.

Products that are purchased on deserres.ca are exchangeable and refundable in-store. You must show your receipt, as well as the product(s) in their original packaging at the cash desk.

Deserres.ca accepts returns without penalty within 90 days following the delivery of your package (for an exchange or refund). The product(s) must be returned with their receipt and delivery slip. DeSerres will take care of collecting the returned product(s). Before returning any goods, contact our Customer Service Department by email at service@deserres.ca or by phone at 1-800-363-0318. Deserres.ca will then provide you with the steps for returning products.

You will be responsible for the cost and risk of returning goods, including the cost of return shipping.

We do not accept returned products if they have been removed from their original packaging or used.

Shipping fees will be covered by deserres.ca in the following cases:

● You did not receive the product(s) you ordered;

● You received a damaged item. It can be exchanged for the same product;

● The product does not correspond to the description or image featured on deserres.ca and does not suit your needs;

● The product was damaged during delivery. Please note that upon receiving the product from the carrier, you must make sure it was not damaged during delivery. In the event that the product was broken during delivery, you must put it back in its original packaging and contact our Customer Service Department. If the box is damaged upon delivery, do not accept it. The carrier will return the box to DeSerres.