Frequently Asked Questions
Online Orders
Where do I have to enter the promo code that was given to me?
Once you have completed your order, enter your promotional code in the space at the bottom of your cart.
Can I use a promotional code in store as well as online?
Promotional codes are available for online purchases only.
Can I complete a transaction online with a gift card?
Yes, you can use a gift card to complete an online transaction.
Can I make changes to my order once it has been sent?
Unfortunately, it is not possible to modify an order once it has been completed. You can contact our customer service at service@doyondespres.com to cancel an order.
Shipping and Delivery
What are the shipping fees?
Small packages
Shipping is free for orders of $99 CDN and more before taxes. For orders under $99 CAD, a fixed fee of $12.99 CAD will be charged. Small packages are characterized by a weight that is inferior to 65 lb (30 kg).
Shipping fees for small packages that are shipped on Anticosti Island, in the Îles-de-la-Madeleine, the Nord-du-Québec, Newfoundland and Labrador, New Brunswick, Nunavut, the Northwest Territories and Yukon are not the same. Communicate with us at service@doyondespres.com to know more about shipping fees for each of these areas.
Oversized packages?
The delivery of oversized items, which weigh more than 65 lb (30 kg), can be done in several regions of Quebec and Ontario.
Equipment
| Delivery of oversized items* | |||
|---|---|---|---|
| Number of items | Area 1 (0 to 35 km) | Area 2 (35,1 to 60 km) | Area 3 (More than 60 km) |
| 1 | $99 | $149 | Proposal |
| 2 | $170 | $205 | Proposal |
| 3 | $220 | $265 | Proposal |
| 4 | $270 | $305 | Proposal |
| 5 or more | Proposal | Proposal | Proposal |
*The items are put a few feet away from the place where the delivery truck has stopped. Make sure someone is there to move the item where it is meant to be put.
| Delivery and setting up of oversized items | |||
|---|---|---|---|
| Number of items | Area 1 (0 to 35 km) | Area 2 (35,1 to 60 km) | Area 3 (More than 60 km) |
| 1 | $180 | $205 | Proposal |
| 2 | $250 | $270 | Proposal |
| 3 | $290 | $320 | Proposal |
| 4 | $340 | $375 | Proposal |
| 5 or more | Proposal | Proposal | Proposal |
The setting up service includes the unpacking and the positioning of the equipment. The deliverers do not do any other handling.
Communicate with us at service@doyondespres.com to get a proposal for the delivery of five items or more or the delivery of items in a radius of more than 60 km of one of our stores.
| Recovery of used oversized items | |
|---|---|
| One item or more | $125 |
Grills
| Assembly, delivery and setting up of a grill | ||
|---|---|---|
| Nature of the service | Area 1 (0 to 50 km) | Area 2 (More than 50 km) |
| Grill Assembly | $65 | - |
| Door to door delivery* | $60 | Proposal |
| Assembly, delivery and setting up** | $99 | Proposal |
*Door to door delivery refers to putting the box or the grill a few feet away from the place where the delivery truck has stopped.
**Delivery and setting up refers to putting the grill in the backyard, on the balcony or at any other place designated by the customer.
Communicate with us at service@doyondespres.com to get a proposal for the delivery of a grill in a radius of more than 50 km of one of our stores.
Pro Center account
For commercial customers who have a Pro Center account, delivery is free for orders of $395 or more before taxes. For orders under $395, a fee of $16.95 will be charged.
Some exceptions apply. You can contact a sales advisor for more information.
When will my order be delivered?
Please allow 3-8 business days for delivery or in-store pickup. Some special order or backordered items may take longer to arrive.
How can I track my package once it has been shipped?
You can track your package thanks to the tracking number that is sent to you by email once your package has been shipped. You will find that same tracking number in your account on our website if you had signed in to it before you completed a transaction (to get more information about this, check "How can I track my package from an order made online?" in the "Online Orders" tab).
Store Pickup
Can I buy online and pick up my order in store?
Yes, simply select the location of your choice in the purchase process. Photo ID will be required at the time of pick-up.
When can I pick up my order?
When you receive the second email confirming that your order is ready to be picked up.
What must I do to pick up a package inside the selected store?
Go to the main service counter, mention to the clerk the reference number written on the second email that you received since you made your order on our website and show him or her a proof of identity to confirm that the package is indeed yours. An employee will go get your package and will hand it to you straightaway.
How do I pick up my order from the curbside pick-up area?
Park your vehicle in the curbside pick-up area. Call the phone number listed in the second email. Give your order information to the employee and he will come and drop it in your trunk.
Can someone else pick up my order for me?
Yes, contact a customer service representative by email at service@doyondespres.com or by phone at 1-866-444-1110 with the person's name, expected visit date and your order number.
How long do you keep my order?
28 days following the date of reception of the email indicating that your order is ready. After this period, your order will be put back into inventory and you will be refunded.
Returns, Exchanges and Warranties
What is the time limit for making an exchange or a return?
You have 30 days to make a return or exchange upon presentation of the original receipt. The refund will be issued using the same payment method as the original purchase.
For a return request due to breakage during delivery, the customer has 48 hours to report the damage to customer service or directly in store; otherwise the return request will be denied.
For any purchase made between November 6 and December 31, 2023, you have until January 14, 2024 to return the product, upon presentation of the original sales receipt or online order number.
What items can be returned or exchanged?
The merchandise must be returned in its original packaging, unused, in perfect condition, and with all documentation, parts, and accessories. Opened, damaged merchandise or not in a condition to be resold will not be eligible for credit or exchange.
Merchandise marked as final sale will not be eligible for a refund or exchange under any circumstances, including any special order items, custom-made or used items, cooking classes, gift cards, and shipping and handling fees.
Can I get an item returned or exchanged at a store?
Items that were purchased at a store and on our website can be subject to a return or an exchange at a store. Go to the main service counter of one of our stores to make this operation with a clerk. It is imperative to have the transaction receipt at that moment.
Can I return or exchange an item by mail?
Yes, it is possible to return your items by mail. Send an email to service@doyondespres.com and follow the instructions provided on how to ship the item.
If I want to make a return, is there a shipping cost?
A fee of $9.99 plus tax is charged to customers who wish to return a package weighing less than 65 lbs (30 kg). If the item has a manufacturing defect, we will assume these fees.
For more information on shipping costs, please contact our customer service by email at service@doyondespres.com.
What warranty is offered by Doyon Després with the purchase of an item?
We will refund or exchange any order that is damaged before or during delivery within 30 days of receipt.
However, we are not obligated to refund items that have been damaged in use during this same period.
How can I take advantage of the warranty offered by the manufacturer when I purchase an item?
For accessories, kitchen tools, barbecues, or small appliances for residential use, contact the manufacturer directly.
For commercial equipment, contact a service representative at 1-866-444-1110.
Best Price Guarantee
What stipulates the best price guarantee policy for commercial customers?
If a product available from us is offered at a lower price by another company, provide us with proof such as a quote, flyer, advertisement or copy of a website page so that we can validate this information and offer you the product at the same price. Only commercial customers with an account with us can take advantage of this policy.
What stipulates the best price guarantee policy for residential customers?
If a product available from us is offered at a lower price by another company, provide us with proof such as a quote, flyer, advertisement or copy of a website page so that we can validate this information and offer you the product at the same price.
If you make this discovery within 30 days of purchasing the product from us, we will offer you a discount for the price difference. Taxes and other charges are not included.
We reserve the right to limit the quantity of products that are subject to a price adjustment request or to deny such a request if it is deemed unreasonable. This policy cannot be combined with any other offer.
Which products are targeted by the best price guarantee policy?
Only the products that meet the following criteria are targeted by this policy:
- The product is sold by an authorized dealer located in the province of Quebec;
- The product is identical, in that it is characterized by the same model number;
- The price of the product is in Canadian dollars and includes all applicable fees;
- The product is available from the competitor at the time you request to take advantage of the best price guarantee policy;
- The competitor's product is not used, not damaged, not a demonstration product and not subject to a refund.
What products cannot be associated with the Best Price Guaranteed policy?
This policy cannot be applied to the following products, services, and programs:
- Credit and financing programs
- Delivery, assembly and installation services;
- Products that have been special ordered from the competitor;
- Products that have been discounted by the competitor through a mail-in rebate or deferred coupon;
- Products whose price has been reduced by the competitor because of a limited time or quantity offer, rebate, bonus or manufacturer's offer;
- Products for which the competitor's price is subject to a typographical error;
- Products that are subject to a discontinuation, liquidation or closeout sale;
- Products whose price has been reduced by the competitor for a special event (Crazy Friday, Cyber Monday, Post-Christmas Sale, etc.).
Products and Customer Service
Does the Rimouski store still exist?
The Rimouski branch was closed in 2019. Now, people living in Rimouski are invited to place their orders on our website. Commercial customers are still served by the representative assigned to the Lower St. Lawrence region, the Magdalen Islands and the Maritimes.
What must I do to get a proposal for small or big equipment?
Contact your assigned representative or ask a customer service representative to assign one to you.
Do you offer a financing plan for the purchase of large or small equipment?
Financing plans are only available to businesses. If you would like to apply on behalf of a business, contact your assigned representative or ask a customer service representative to assign one to you.
How do I know if the product I want is available in the store?
Click on " View store availability " in the product description of your choice to find out if the product is available at the store near you.
With whom can I share an experience with a member of your team?
If you have any complaints, testimonials about your customer experience, call 1-866-444-1110 to speak with a customer service representative or send an email to service@doyondespres.com.
How can I communicate with a customer service advisor?
To speak with a member of the customer service team, call 1-866-444-1110, email service@doyondespres.com, or send a message through Messenger.