Delivery times

Delivery times depend on the chosen destination, plus a processing period of two (2) to three (3) 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.

Please note that gift cards are shipped via Canada Post without a tracking number. Delivery times may vary based on your location, holidays, and weather conditions, as per Canada Post's processing and delivery procedures. If you haven't received your gift card within 14 business days, please contact our customer service by email.

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.

Order not received

Please check your email for a message containing your package's tracking number. With this number, you can track your delivery status directly on the carrier's website. You can also contact our Customer Service Department by email at service@deserres.ca.

Return Policy

Deserres.ca accepts returns without penalty within 10 days following the delivery of your package (for an exchange or refund).

If, for any other reason, a customer wishes to return a product purchased on deserres.ca, he/she may choose between an exchange, a gift card or a refund. Returns must be made within 10 days of delivery.

However, if the product is not defective, the return will be subject to a 10% administration fee and shipping costs will not be refunded. If the customer has taken advantage of the free delivery offer, the administration fee will be 20% of the selling price of the returned item. No administration fee will be charged if the customer visits a DeSerres store to return the merchandise.

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.

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

In-store exchanges and refunds

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

Exchanges and refunds by an external carrier

Deserres.ca accepts returns without penalty within 10 days following the delivery of your package (for an exchange or refund). The product(s) must be returned with their receipt and delivery slip. Before returning any goods, contact our Customer Service Department by email at service@deserres.ca or by phone at 1-800-363-0318. Our team will guide you through the steps to return the 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.

Claim

"If you receive a broken, defective, or incorrect item, please kindly send a photo of the item(s) to service@deserres.ca for a claim."