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Questions and answers

Online purchases

Conditions applicable to online purchases

You may buy online, on Reno-Depot Website, a product advertised online on Reno-Depot’s website. Online purchases are regulated by the current terms applicable to online product purchase. Please take the time to read the current terms and conditions closely, for when you place an online order at renodepot.com, you agree to be bound by these terms and conditions along with any modifications made by Reno-Depot from time to time.

Limitation of liability

Please note that the information on this website is based on the data available to Reno-Depot when this website was developed and is the best we were able to obtain overall. Despite the care taken by Reno-Depot, errors may have occurred.

However, no guarantee, implied or explicit, is made with respect to the Reno-Depot website and/or the information contained therein. For a precise description of any product, please refer to the text that appears in the description of the illustrated product.

Reno-Depot reserves the right to cancel an online order at any time without notice.

Product availability

Reno-Depot makes every effort to stock sufficient quantities of the products on its website. However, Reno-Depot cannot guarantee availability of these products. Despite the care taken by Reno-Depot., errors may occur. When there is an error in pricing or product availability, it is corrected by our system. Certain items may be slightly different than the images shown in the detailed product description on the website. Reno-Depot will not be liable for any damages from stock shortages or delays in delivery.

Prices

Due to unforeseeable market fluctuations, Reno-Depot reserves the right to change the prices of products featured on its website at any time, without prior notice. All prices quoted on the Reno-Depot website are in Canadian dollars and are for illustrative purposes only. The prices of products featured on this website may differ from the prices shown in stores for the same products. The prices of identical products may also vary by store. Certain charges may also be added in store. All renodepot.com prices exclude the applicable federal and provincial taxes. The applicable tax rate may vary by province and period.

Payment/billing for online purchases

You may pay for your online purchases with PayPal or with a VISA, MasterCard, RONA, or Reno-Depot credit card, or a Visa Debit card. The cardholder name and the address on the account statement must be entered during the purchase process.

For authorization purposes, for credit card purchases, payment information is transmitted to Paysafe via SSL. Reno-Depot complies fully with all PCI standards.

Reno-Depot reserves its right to confirm the validity of the transaction with the cardholder.

When you shop online, the entire payment for your purchase is charged when you place your order.

Prepaid cards are not recommended for making online purchases.

Federal and provincial taxes are based on the prevailing rates at the time of purchase. All amounts are in Canadian dollars.

Cancelling an order

To cancel a Reno-Depot online purchase, simply contact the store you selected for your purchase or call 1 866 283-22391 866 283-2239 (toll-free) Monday through Friday, between 8:00 a.m. and 9:00 p.m. (ET) and Saturday and Sunday between 8:00 a.m. and 5:00 p.m. (ET). Please quote the order number indicated in the email you received.

Reno-Depot reserves the right to cancel an online purchase at any time before the item is picked up at the store or shipped, without prior notice

Legal warranty

The Consumer Protection Act gives a warranty on all goods you purchase or lease from a merchant. The goods must be usable: for the purpose for which they are ordinarily used (section 37 of the Act) and in normal use for a reasonable length of time, which may vary according to the price paid, the terms of the contract and the conditions of use (section 38 of the Act). For more information on this legal warranty, go to the Office de la protection du consommateur website at www.opc.gouv.qc.ca.

Transaction and personal information security

RONA inc. uses the Optimal Payments Plc payment service.

Any information you transmit on rona.ca is processed by a data encryption system called Secure Socket Layer (SSL). The moment you visit a secure page, your browser will post a message indicating that the document you have requested is secure, and informing you that the information you transmit through that page will be encrypted to guarantee its confidentiality. The page address will begin with "https."

During an online purchase, the payment page is sent to Optimal Payments Plc’s verification service so that RONA does not keep the banking information entered in its systems.

While we use industry standard means to protect our websites and your information, the Internet is not 100% secure. The measures we use are appropriate for the type of information we collect. We cannot promise that your use of our website will be completely safe. We encourage you to use caution when using the Internet. To find out more on personal information confidentiality, consult the Privacy Policy.

In-Store Pick-Up

How can I be sure that my order was received?

How much time will it take to process my order?

Products you can purchase online are available within two hours of placing your order. Please wait for your confirmation email before you go to the store.

It is also possible that the product may have to be ordered from our distribution centre, in which case the order will be ready for pick-up in 7 to 10 business days.

Why should I enter my phone number on my online order?

It's important for us to always keep you informed should we encounter any delays in processing your order. An employee from your store may need to contact you to discuss certain circumstances about your order.

Where should I go to pick up my order?

When you receive an email from us telling you that your order is ready for pick-up, simply go to your selected store and locate the pick-up zone poster. You must bring your identification.

When my order is ready, how long will I have to pick it up?

After you receive the email confirming that your order is ready, you will have 10 days to pick up your order. If your order is not picked up within this delay, we will cancel it and refund you on your credit card.

How can I cancel an order?

You must contact Customer Service or your store. The contact information for this department will be on the order confirmation email you receive. You must indicate the number of the order you would like to cancel.

Can I return a product I purchased online?

Yes, you can. Simply return the product to the store where you picked up the order by presenting your sales receipt. Please refer to our return policy for the steps you need to take.

Do the products I purchase online have the same warranties as store items?

Yes, the same warranties apply to both online and in-store product purchases.

Can I get my order delivered to my home?

Stores offers delivery. You must contact your stor for more detail. Shipping Fees will need to be paid to get thisa service.

Do you offer installation services?

Yes! Our stores offers installation services. No matter how big or small you plan to make your project, you're sure to find experts who can help and guide you every step of the way.

Availability of products

After selecting a store, click on a product image to open the detailed product page. You will find, above price, the available quantity in real time* for the store you selected.

* Quantity is updated approximately every 20 minutes.

Reno-Depot cannot guarantee availability and quantity of such products and the products may slightly differ from the images presented in the detailed product sheet on the website. Despite the care taken by Reno-Depot errors may occur. When error in pricing or product availability or quantity is found, it is immediately corrected in our system. Reno-Depot accepts no responsibility for damages resulting out of stock.

Parcel Delivery

When will my order arrive?

Items are usually delivered Monday to Friday, from 9 a.m. to 8 p.m. Once your order is shipped, you will receive an email with the status of your order and a tracking number to keep track of your order online.

Which carrier will handle the delivery?

Depending on the weight of the items, they will be shipped by Canada Post or Purolator. Once your order is sent, you will receive an email with a tracking number which will inform you on the choice of the carrier.

Can I change or cancel my order?

You can change or cancel your order by calling our Customer Service, Monday to Friday, from 8 a.m. to 9 p.m., and Saturday and Sunday between 8 a.m. and 5 p.m., at 1 866 283-2239.

If your order has already been shipped, you won’t be able to cancel or change it. You can request a refund from the Customer service once you have received the items.

What if my items arrive damaged?

If your items are damaged upon delivery, contact our Customer service, Monday to Friday, from 8 a.m. to 9 p.m., and Saturday and Sunday between 8 a.m. and 5 p.m., at 1 866 283-2239.

Are there any delivery restrictions?

Items weighting over 150 lb or that exceed 8.8 ft in length, or exceed an overall package size (length + 2 x height + 2 x width) of 13.7 ft can’t be shipped as a parcel.

Other restrictions may apply and may be subject to change without notice.

Which products are not eligible for parcel delivery?

Yukon, Northwest Territories and Newfoundland and Labrador don’t qualify for parcel delivery. Also excluded are some postal codes from remote locations, Anticosti Island and northern Quebec.

To find out if the delivery is possible, enter a postal code in the cart during the online transaction or contact our Customer service, Monday to Friday, from 8 a.m. to 9 p.m., and Saturday and Sunday between 8 a.m. and 5 p.m., at 1 866 283-2239.

How much is parcel delivery?

Cost of parcel delivery differs depending on the total amount of the order, before taxes:

0 to $25 – $4.97

$25.01 to $50 – $9.97

$50.01 to $75 – $14.97

$75.01 to $100 – $19.97

$100.01 and over – $24.97

What happens if no one is at home at time of delivery?

If the total amount of the order before taxes exceeds $250, a signature will be requested upon delivery. If no one is available at the time of delivery, you will be given a delivery notice card advising you of where to go to pick up your parcel.

Check the confirmation message of your online order to know if a signature will be requested at the time of delivery.

How do I track my parcel?

Once your order is sent, you will receive an email with a tracking number to keep track of your order online.

In case you have lost the email or never received it, contact our Customer service, Monday to Friday, from 8 a.m. to 9 p.m., and Saturday and Sunday between 8 a.m. and 5 p.m., at 1 866 283-2239.

How can I get a refund for an item delivered as a parcel?

To return a parcel by the carrier who made the delivery, contact our Customer service, Monday to Friday, from 8 a.m. to 9 p.m., and Saturday and Sunday between 8 a.m. and 5 p.m., at 1 866 283-2239.

Another way to get a refund for an item delivered as a parcel is to go to any of our stores within 90 days following the date of receipt of the parcel.

What is your exchange and refund policy for online exclusive products?

If for any reason you are not 100% satisfied with your product, return it in the 90 days following your purchase, in its original condition and packaging with your original receipt for a refund, exchange or store credit. Some exceptions and conditions apply*

Online order payment

Does every store offer the option to make payments online?

Yes. It is possible to make a purchase for any Reno-Depot store through our Website.

What are the terms and conditions for making payments online?

You can use PayPal or a Mastercard, Visa, American Express, Reno-Depot or Rona credit card to pay for your purchases online — by entering the cardholder name and address on the account statement when you make your purchase. Credit cards are the only payment method for shopping online. Limit of 5 credit card transactions per day.

How to pay using Paypal?

Look for the PayPal button at the checkout. Log in by entering your email address and password. PayPal will process the payment without sharing your financial details.

Signing up for a PayPal account is free, and there are no fees when making purchases.

If you do not have a PayPal account, you may create one on www.paypal.com

If PayPal was used for your purchase, your Paypal account will be credited for the return amount. Certain exceptions may apply; please read our policy for complete details.

Learn more about Paypal

Is my online order confirmation page considered an official receipt?

No, your official sales receipt will be given to you when you complete the transaction at the store where you pick up your items. You will need to bring your "Ready for Pick-up" email with you as proof of purchase. You should keep it in your records for future reference.

When will my online payment be processed?

Upon confirmation of your order, we will validate the credit card you used. The payment will automatically be charged to your card when the transaction is completed online.

Online exclusive products

What is your exchange and refund policy for online exclusive products?

If for any reason you are not 100% satisfied with your product, return it in the 90 days following your purchase, in its original condition and packaging with your original receipt for a refund or store credit. Some exceptions and conditions apply*

May I return an online exclusive product in store?

Absolutely! Please bring the item you wish to return and a copy of your order confirmation email to any Reno-Depot store.

The product is damaged; what should I do?

You have two options:

1 – If for any reason you are not 100% satisfied with your product, please call our customer service team toll-free at 1-866-283-2239, Monday to Friday, from 8:00 a.m. to 9:00 p.m., and Saturday and Sunday, from 8:00 a.m. to 5:00 p.m. (ST). For more information, please see our return policy.

2 – Online Exclusive products can also be returned to any Reno-Depot store. Please bring a copy of your order confirmation email.

Can I purchase these products in store?

No, products designated as Online Exclusive are not available in store.

Why are some products labelled as "price includes delivery"?

The "price includes delivery" promotion applies only to products designated as Online Exclusive. The total price for this product includes the delivery fee, without any other charges.

When will my order be shipped?

The estimated shipping time for Online Exclusive Items varies by product. Please refer to the time displayed on the product page and in the cart. Once your order is shipped, you will receive an email with your shipment tracking number.

Please note that delivery is not available to certain areas such as Yukon, Northwest Territories, Nunavut or other remote locations that may be outside our shipping radius.

What are the shipping options for online exclusive products?

Delivery will be made by carriers such as Purolator, Sameday Worldwide etc. to the address you specified when completing your purchase. You may be contacted by the delivery company to schedule an appointment prior to your delivery. Signature may be required. Deliveries are made to threshold or curbside only subject to carrier discretion.

How can I track my package?

A tracking number will be included in the email informing you that your order has shipped. You will be able to track your order by using this number.

What should I do if I lose my order number?

Please contact our customer service team or go to a store. Employees responsible for online orders will be able to locate your order number with your client information, i.e.:

- Your name

- Your telephone number

How do I cancel an order?

Please call our customer service team toll-free at 1-866-283-2239, Monday to Friday, from 8:00 a.m. to 9 p.m., and Saturday and Sunday, from 8:00 a.m. to 5:00 p.m. (ET).

Does réno dépôt offer installation services for products sold exclusively online?

Yes, customers can contact our Installation Services Centre at 1-844-RENO-911 to book assembly or installation services.

I have lost my order confirmation; can I still return a product?

Please call our customer service team toll-free at 1-866-283-2239, Monday to Friday, from 8:00 a.m. to 9:00 p.m., and Saturday and Sunday, from 8:00 a.m. to 5:00 p.m. (ET) for assistance in locating your order number.

Can I get a hard copy of my receipt?

Yes, you just have to print the order confirmation email you received by email.

Gift cards

What is a gift card?

The Reno-Depot gift card has no monetary value unless activated by Reno-Depot RONA Inc. or by an authorized retailer. The gift card purchased in store can be activated for an amount ranging from $5 to $500. When you purchase a gift card online, it can be activated for an amount of $50, $100 or $250.

The gift card is redeemable upon the purchase of taxable goods and services at all participating Reno-Depot and RONA stores. Please note that at the moment, you cannot pay for an online purchase with a gift card.

How can I check the balance remaining of my gift card?

You may check the balance of your gift card by dialing 1-866-277-1704 or directly in-store.

Where can I use the gift card?

The gift card can be used to its total value to pay for your purchases at all Reno-Depot and RONA authorized and participating retailers in-store only.

What are the terms and conditions related to use of the Reno-Depot gift card?

By activating and/or using this gift card, you agree to the terms and conditions specified herein, which may be modified by RONA Inc. without notice in accordance with applicable laws. This card can be used, up to its total value in Canadian dollars, to make payments for purchases at any participating RENO-DEPOT banner stores and other banners designated by RONA Inc. This card cannot be converted into cash, is non-refundable (except in Quebec, where any balance of $5 or less can be refunded upon request by consumer), and cannot be used to make payments on a line of credit or credit card account, to purchase other gift cards or to pay for purchases at www.renodepot.com . RONA Inc. and participating stores may not be held responsible for replacing or honouring this card if lost, stolen or damaged. This card has no cash value until activated by Reno-Depot, RONA Inc. or a participating store. This card is not subject to any fees and has no expiry date.

Conditions applicable to online gift card purchases

Via the RENO-DEPOT.COM website, you can purchase Reno-Depot gift cards online across Canada, except the Yukon, Nunavut, Northwest Territories and Quebec's Far North. These purchases are also governed by conditions below applicable to online gift card purchases. Please take the time to read them carefully, because, by purchasing gift cards through the website, you agree to be bound by these conditions and any changes made by Reno-Depot (RONA Inc.) from time to time.

Cancelling an online gift card order

To cancel a gift card order placed on the RENO-DEPOT.COM website, simply contact Customer Service within 24 hours of making this purchase or call 1 866 283-2239 (toll-free) Monday through Friday, between 8:00 a.m. and 9:00 p.m. (ET) and Saturday and Sunday between 8:00 a.m. and 5:00 p.m. (ET). Please quote the order number indicated in the email you received. Once the gift card is received by the recipient, it is impossible de cancel the order.

Gift card home delivery

The delivery of gift cards purchased through the RENO-DEPOT.COM website is available across Canada, except the Yukon, Nunavut, Northwest Territories and Quebec's Far North.

The time of delivery of gift cards varies by destination. Gift cards are normally delivered 2 to 5 days following the confirmation of your order in major urban areas and within approximately 7 business days for remote locations. However, orders placed after 12:00 p.m.(ET) on Friday will not be processed until the following Monday.

Your order is subject to the delivery policies and procedures of Purolator’s shipping service, which is the courier service RENO-DEPOT.COM (RONA Inc.) uses to deliver gift cards purchased on its website.

Please note that your gift card will be shipped by Purolator, even though it was ordered at the same time as items that will be delivered by truck or picked up in store.

Where can I track my order?

Once your order is shipped, you will receive an email with the Purolator tracking number so that you can track your order online.

If you have lost the email or have not received it, please contact our Customer Service team Monday to Friday, from 8:00 AM to 9:00 PM (ET), and Saturday and Sunday, from 8:00 AM to 5:00 PM (ET) at 1 866 283-2239.

In-store experience

I have a comment about a good / bad experience in store; who do I contact?

Whatever your experience, we recommend that you discuss the issue with the store manager. You can also contact our customer service at 1 866 283-2239. A representative will respond to your request as soon as possible.

Store selection

Why do I have to select a store?

Selecting a store allows our system to specify not only the price but also item availability for that particular store. Due to varying conditions in the different geographic markets, the prices and quantities of products offered may vary from one store to another.

How do I choose a store?

When you visit renodepot.com for the first time, you need to select a store before you can browse the site. If your browser’s preferences allow it, a cookie will be saved on your computer so you don’t have to select a new store each time you visit. The selected store will be assigned to you on each new visit, until your cookies are erased or until they expire. It is possible to change store if you want to. To do so, read our 'Can I change my store?' section of the FAQ.

Can I change my store?

Click on ‘’My Selected Store’’ on the top-left corner. Then, click on ’’Select Another Store’’ to select a new store.

*Note that if you change store, prices and availability shown on the website may vary for certain products.

I would like that renodepot.com keep my store as a preference.

To ensure that your store remains selected during subsequent visits online, make sure you adjust your browser preferences so that it retains the ‘cookies’ and temporary internet files renodepot.com. For technical support regarding this issue, please contact your browser’s customer service.

Why can't I find a specific product?

Although renodepot.com present a wide product catalogue, some items available in store are not featured on our website.

Where can I find a store contact info?

To get your store’s details, click on ‘’My Selected Store’’ button, located in the top-left corner and then click on ‘’More Details’’ to get store address and also, opening hours.

Once on the store’s page, it is also possible to get other stores’ details by selecting one of the 19 Reno-Depots stores in the left-hand column.

Changing store

You are about to change your selected store.

Please note that if you change stores, prices and availability shown on the website may vary and your shopping cart will empty.

Keep my store Change store