Frequently Asked Questions
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 Réno-Dépôts stores in the left-hand column.
Online Order Payment
Does every store offer the option to make payments online?
Yes. It is possible to make a purchase for any Réno-Dépôt store through our Website.
What are the terms and conditions for making payments online?
You can use PayPal or a Mastercard, Visa, American Express, Réno-Dépôt 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.
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.
PAYING WITH PAYPAL
You can now pay for your online purchases using PayPal. It is a fast and safe way to pay and is used in millions of stores worldwide.
Signing up for a PayPal account is free, and there are no fees when making purchases.
Open an Account
If you do not have a PayPal account, you may create one on www.paypal.com
How to Pay With 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.
Returns and refunds
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
Tracking and picking up an online purchase
How can I be sure that my order was received?
As soon as you place your order, you will receive a confirmation email. When your order is ready at the store, you will be sent another email notifying you to pick it up.
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.
Réno-Dépôt 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 Réno-Dépôt errors may occur. When error in pricing or product availability or quantity is found, it is immediately corrected in our system. Réno-Dépôt accepts no responsibility for damages resulting out of stock.
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 Réno-Dépôt and RONA authorized and participating retailers in-store only.
What are the terms and conditions related to use of the Réno-Dépôt 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.
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.