FAQ

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.

You can find our shipping fees here.

All orders are delivered by Purolator.

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.

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.

We do not accept PO boxes as delivery address.

After placing your online order, you will receive three messages from DeSerres. The first will confirm your order. The second will notify you that your package has been shipped, along with the tracking number from our carrier. The third will confirm that your package has been delivered to the provided address. If you do not receive any of these messages, please email us at service@deserres.ca, and we will assist you.

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.

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.

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.

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. 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.

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.

DeSerres puts its expertise at the service of public and private institutions, communities and businesses to offer them tailor-made solutions. With a dedicated team and an unparalleled selection of art, craft, and framing materials, we support you in bringing your creative projects to life.

To learn more and know our conditions, contact us at b2b@deserres.ca

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.