Ordering online
Yes, the price of products on our website may differ from the price of the same products in DeSerres stores with a physical business location.
The shopping cart holds selected items for 14 days. After that, you'll need to add them again to refill your cart.
To be notified of the return of an out of stock item, click on the 'Notify me' button under the product's description. This will send you a notification by email once the item is available again.
1. If you are done shopping, click on 'Proceed to Checkout'. Fill in the necessary information for billing and shipping.
2. Once you have accepted the terms and conditions, you will be asked to enter your credit card number and follow the steps.
3. Payment is fully secured on the Shopify payment platform. DeSerres will not have access to the payment transaction in any way.
We accept the following payment methods: Visa, Mastercard, Interac Debit, Apple Pay, Google Pay, PayPal and ShopPay. All payment methods are confidential, and no information is shared with DeSerres. Be sure to enter the correct credit card number, check for a valid expiration date, and be sure to include the security number on the back of the card.
The deserres.ca website is entirely secure. When paying, everything is processed in a secured way on the Shopify Payment platform. Your credit card number will not be communicated with deserres.ca under any circumstances.
As of April 07, it is temporarily no longer possible to use a gift card to pay for an order on the website.
You will still be able to use your gift card in-store or with customer service.
If you have any questions or require assistance, please do not hesitate to contact us at service@deserres.ca
If you ordered an item that was out of stock and did not receive it with the rest of your order, you will not be charged for it. Click on the 'Notify me' button under the product's description. You will receive an email notification as soon as the item is available for purchase again.
Please note that we cannot modify or cancel any online orders. Products may be returned or exchanged within 30 days of delivery. All returned products must be accompanied by an invoice or transaction receipt. Please refer to our Shipping and Returns section for terms and conditions.
Shipping and return policy
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 Canpar or Nationex. The carrier is automatically selected based on your location and postal code. Please note that gift cards are shipped through Canada Post and do not have a tracking number.
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.
In-store pick-up is free with any purchase of $59 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. 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.
*Free shipping does not apply to oversized packages.
We do not accept PO boxes as delivery address. If you cannot have the order delivered at home or at a relative's, we invite you to select our in-store delivery option.
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 30 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.
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 30 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.
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.
Creative Club
To change your email address, you can contact our Customer Service by email.
If you forgot your password, you can click on Forgot Password and enter your email address. A new password will be sent to you.
Following the communication received on March 3rd by email, and due in 60 days, until May 3, 2025, please note that the Creative Club Program will be permanently suspended, as well as the benefits associated.
As of March 3rd, 2025, it is no longer possible to apply to the program. After the program is suspended on May 4th, you will still be able to exchange your points balance in store or with customer service.
For any questions or assistance, do not hesitate to write to us at service@deserres.ca.
As of April 07, it is still possible to redeem your points balance in-store or with customer service. If you have any questions or require assistance, please do not hesitate to contact us at service@deserres.ca
The exchange of your Club Creative points is no longer available on the website
Sales service for institutions and businesses
The Creative Professionals’ Zone program is for businesses, institutions, non-profit organizations, corporations or commercial companies that want to purchase from DeSerres. To make sure of your admissibility, please contact b2b@deserres.ca.
Yes, schools are eligible to our Zone program. For any question concern the creation of your school's account, please contact b2b@deserres.ca.
All organizations must meet a minimum annual purchase requirement of $2,500, with no order minimum. Card validity will be re-evaluated every twelve (12) months.
Creative Professionals’ Zone Members must pay by credit card on deserres.ca. In-store payment can be made by credit card, debit card or cash.
If we don’t have enough products available on deserres.ca to complete your order, you will receive an email from our Customer Service Department explaining the delay, as well as options that are available to you in order to ship your order as quickly as possible.
Phone orders are not accepted. Only orders placed on deserres.ca or in-store are accepted for the Creative Professionals’ Zone.
You must activate your account on deserres.ca by entering your business email address and your old DeSerres account number. You can also contact our Customer Service Department by email to obtain your DeSerres account number.
A plastic Creative Professionals’ Zone card will be mailed to you a few days after you register. This card will allow you to enjoy the same advantages in stores as on the deserres.ca website. Simply present it at the cash counter when you pay for your purchase.
Other (Material Safety Data Sheets)
Access the material product safety data sheets (MSDS) directly in the product sheets on the website. The PDF file can be found in the “product characteristics” section. To easily find the product sheet you are looking for, go to the website search bar and indicate the product reference, product name or brand. If you cannot find the Material Safety Data Sheets (MSDS) for a product, you can contact our customer service by email service@deserres.ca.
To apply for a sponsorship, you must fill in the sponsorship form
All requests will be processed within four to six (4-6) weeks, only if all the following criteria are met: • The request must be made at least eighty (80) days prior to the event date;
• The request must be specifically related to fine arts, graphic arts, and/or creative hobbies.
Only requests that meet these criteria and have been approved by the marketing team will receive a response.
Accessibility standard for customer service policy
DeSerres is committed to excellence in serving all customers including people with disabilities.
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.
