Shipping & Returns

All orders are delivered by Canpar or Nationex, which deliver anywhere in Canada. The carrier is automatically selected based on your location and postal code. 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.

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, or call 1-800-387-9335.

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.

Check to see if you received an email with a tracking number for your package. With this number, you can check the status of your delivery on the carrier's website. You can also contact our Customer Service Department by email at service@deserres.ca or by phone at 1-800-363-0318

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.

To return a product, contact our Customer Service Department by email at service@deserres.ca or by phone at 1-800-363-0318. Our customer service experts will guide you through the steps for returning merchandise.

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. DeSerres will take care of collecting the returned product(s). Before returning any goods, contact our Customer Service Department by email at service@deserres.ca or by phone at 1-800-363-0318. Deserres.ca will then provide you with the steps for returning 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.