FAQ

COVID-19 Pandemic

Is the delivery service for equipment still offered during the pandemic?

We do continue to provide the delivery service for equipment in times of pandemic. Deliverers and customers are asked to comply with some measures to ensure the protection of everyone as well as the smooth running of the delivery process. A member of our team will communicate with you to explain the various instructions that must be followed.

Is the shipping service for packages still offered during the pandemic?

Some members of our team continue to prepare the packages of customers who prefer to get items delivered at their home. The delivery time can prove to be longer than usual since Doyon Després has a high volume of orders that must be processed, and Canada Post has a high volume of packages that have to be shipped.

Online Orders

Where do I have to enter the promo code that was given to me?

If you have received a promo code by email or from a Doyon Després employee, you can enter it in the "Add a promo code" box that can be found in your basket on our website as soon as you will have added items in it. Promo codes are only valid for transactions that are completed online and for items that are sold at regular price.

Can I complete a transaction online with a gift card?

Yes, it is possible! Enter the code that appears on the back of your gift card in the box for that purpose in the order form on our website. A payment request by credit card will be sent to you if the value of your gift card is not high enough for you to pay the full amount of the order with it.

Can I make changes to my order once it has been sent?

You can communicate with a customer service advisor to report the presence of incorrect information in your order form. He or she will change this information if the report is made quickly. If you report it too late, the customer service advisor will tell you or will suggest a solution to remedy the situation if there is any solution.

It is impossible to change the content of an order. You can however ask a customer service advisor to cancel it if your package has not been sent yet. You will then be able to make a new order if that is what you wish.

How can I track my package from an order made online?

If you signed in to your account on our website before completing a transaction, you can check the status of your order online. To do this, sign in to your account, click on "My Orders", and check the status that is shown beside a given order number.

These are the three words that can appear beside an order number and their meaning:

  • "Pending": Unconfirmed transaction completed with a gift card
  • "Processed": Confirmed order in process of being prepared
  • "Shipped": Package that is in the hands of one of our shipping partners

If you made an order on our website as a guest or if you wish to get more information about your order, communicate with a customer service advisor by email, by phone or via Messenger.

Shipping and Delivery

In which countries can packages prepared by Doyon Després be shipped?

The shipping service is only offered to customers who live in Canada.

How many days go by between the order placement and the receipt of the package?

Know that 1 to 3 days can be required for our team to process your order and that it may take 2 to 5 days before your package gets delivered to you. The delivery time can prove to be longer for products that are subject to a special order or a stock shortage.

About 12 days go by between the receipt of the email confirming the shipping of a package and the receipt of the package for customers living on Anticosti Island, in the Îles-de-la-Madeleine, the Nord-du-Québec, Newfoundland and Labrador, New Brunswick, Nunavut, the Northwest Territories and Yukon.

What are the shipping fees for small packages?

Small packages that are related to a bill that amounts to $99 or more before taxes are shipped for free in many areas of Québec. Fees of $9.99 are charged to customers who make an online order which bill amounts to less than $99 before taxes. 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.

What are the shipping fees for large packages?

The shipping of large packages can be done in a radius of 50 km of one of our stores. Packages of this kind that must be delivered beyond this radius are subject to customized fees. Communicate with us at service@doyondespres.com to get a proposal. Large packages are characterized by a weight that is superior to 65 lb (30 kg).

The following fees are charged to customers which home or business is in a radius of 50 km of one of our stores:

Door-to-door delivery of a grill $55
Door-to-door delivery of equipment $85
Delivery and installation of equipment $165
Pickup of used equipment $100

What are the shipping fees for small packages that are subject to an order that is made on the Pro Center?

Customers who have an account on the Pro center and benefit from a discount will be charged shipping fees of $14.95 if the amount of their order is lower than $325 before taxes. The shipping service is free if the amount of the order is superior to $325 before taxes.

The users of the Pro Center who do not benefit from a discount are subject to the same pricing as the one that is imposed to customers who make an order on the Doyon Després website (to get more information on that matter, check "What are the shipping fees for small packages?" in the "Shipping and Delivery" tab).

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 and Curbside Pickup

What must I do to pick up a package at a store?

You must select the store of your choice in the "Shipping Method" section, under "Pick up in store", when you complete a transaction on the website. When your package will be ready, you will be able to pick it up inside the selected store or in the curbside pickup area.

When will I be allowed to pick up my package?

A first email, which is an order confirmation email, is sent a few minutes after a transaction has been completed on our website. A second email that notifies you that the package is ready is sent a few days later. Wait until you receive the second email before going to the selected store.

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.

What must I do to pick up a package in the curbside pickup area?

Park your vehicle in the curbside pickup area. Then, dial the phone number that is inscribed in the second email you received since making your order on our website. Notify your presence to the employee and provide him or her with the requested information. He or she will go to your vehicle and put the package in the back of it.

You can pick up a package in the curbside pickup area during the opening hours of the stores. Furthermore, it is imperative to have a proof of identity on hand to pick up a package.

Can an acquaintance of mine pick up a package for me?

This can be done. Communicate with a customer service advisor by email at service@doyondespres.com or by phone at 1-866-444-1110 to mention to him or her the name of the designated person, the expected date of its visit at the store and your order number. This information will be transmitted to the supervisor of the selected store.

For how many days will you keep my package?

You must pick up your package during the 28 days following the date of receipt of the email that notifies you that your package is ready. If you omit to pick up your package during that period, the money that was spent on it will be refunded to you and the items will be kept by Doyon Després, which will make them available to customers again.

Returns, Exchanges and Warranties

What is the time limit to make a return or get an exchange for an item?

The return or the exchange of an item can be made during the 30 days following the date of the purchase. The repayment method will prove to be the same as the payment mode that was chosen at the time of the purchase of the item.

Which items can be returned or exchanged?

Only the items that are contained in their original packaging, that have not been used and that remain in perfect condition can be subject to an exchange or a return. The documents, the parts and the complementary accessories must also be present.

Custom-made items, items that were subject to a special order or a clearance sale, used items, gift cards, kitchen and barbecue classes as well as the fees that are charged for services cannot be refunded or exchanged.

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 get an item returned or exchanged via mail?

Items that were purchased on our website can be sent back to us via mail. Send an email at service@doyondespres.com to express your wish to send back or exchange an item. Then, follow the instructions that will be given to you regarding how you must ship the item.

What are the return fees for an item that is wished to be sent via mail?

Fees of $9.99 +tx are charged to customers who wish to ship a package that weighs less than 65 lb (30 kg) to us. If the item is subject to a manufacturing defect, we will pay the fees. Send an email at service@doyondespres.com to get more information about the return fees of an item that weighs more than 65 lb (30 kg).

What warranty is offered by Doyon Després with the purchase of an item?

We commit to replace or refund the items that have been subject to breakage before they were shipped or during their delivery during a 30-day period following the date you first put your hand on these items. We are however not bound to refund items that were broken in the context of their use during that same period.

How can I benefit from the warranty offered by a manufacturer with the purchase of an item?

To benefit from this warranty for kitchen and barbecue accessories and tools, a grill or a residential-use small appliance, communicate directly with the manufacturer. Make sure the warranty is still valid.

To benefit from this warranty for commercial equipment, communicate with an after-sale advisor at 1-866-444-1110 to ask him or her to take the required steps with the manufacturer. Make sure the warranty is still valid.

Best Price Guarantee

What stipulates the best price guarantee policy for commercial customers?

If a product that can be found at one of our stores is offered at a lower price by another company, provide us with a proposal, a flyer, an ad, or a copy of a website page so we can confirm this information and offer you the product at the same price. Only commercial customers who have an account at Doyon Després can benefit from this policy.

What stipulates the best price guarantee policy for residential customers?

If a product that can be found at one of our stores is offered at a lower price by another company, provide us with a proposal, a flyer, an ad, or a copy of a website page so we can confirm this information and offer you the product at the same price.

If you make this discovery during the 30-day period following the date of purchase of this product at a Doyon Després store, we will offer you a discount equal to the price difference (the asking price of Doyon Després minus the asking price of the competitor) multiplied by 10%. The calculation is done without considering taxes and other applicable fees.

We reserve the right to limit the quantity of products that are subject to a price adjustment request or to refuse 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 offered by an authorized retailer located in the province of Québec
  • The product is identical, meaning 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 at the competitor at the time you ask to benefit from our best price guarantee policy
  • The product of the competitor is not used, not damaged, has not constituted a demonstration product, and has not been subject to a refund

Which products cannot be linked to the best price guarantee policy?

This policy cannot be applied to the following products, services, and programs:

  • Credit and financing programs
  • Delivery, assembling and installation services
  • Products that have been subject to a special order at the competitor
  • Products which price has been reduced by the competitor thanks to a mail-in rebate or a rain check
  • Products which price has been reduced by the competitor because it is a limited time or quantity offer, a discount, a bonus, or an offer from the manufacturer
  • Products which price has been subject to a typographic mistake made by the competitor
  • Products that are discontinued or subject to a clearance or closing sale
  • Products which price has been reduced by the competitor for a special event (Black Friday, Cyber Monday, After-Christmas Sale)

Products and Customer Service

Does the Rimouski store still exist?

The Rimouski store has been closed in 2019. The individuals who live in Rimouski or nearby and made purchases at this store before are invited to make orders on our website. Commercial customers, as for them, are still served by the representative that is assigned to the Bas-Saint-Laurent area, the Îles-de-la-Madeleine, and the Maritimes.

What must I do to get a proposal for small or big equipment?

Communicate with the representative that is assigned to you or ask a customer service advisor to assign one to you. You can also fill in the form for that specific purpose that is accessible via the homepage of our website. The designated representative will communicate with you to evaluate your needs and make a proposal.

Do you offer a financing plan with the purchase of small or large equipment?

Yes! Financing plans are however only offered to companies. If you wish to request one on behalf of a company, communicate with the representative that is assigned to you or ask a customer service advisor to assign one to you. The designated representative will communicate with you to present you different options.

How can I know if the product that I wish to get is available at the store that is closer to my home?

Click on "Check availability in stores" in the fact sheet of the chosen product on our website to find out if the product can be picked up at the selected store and if it can be ordered on our website. If it is inscribed "Low stock", we recommend that you call at that store to confirm the number of available items.

With whom can I share an experience I had with a member of your team?

If you wish to share with us a good experience you had with a member of our team or make a complaint, call us at 1-866-444-1110 to discuss with a customer service advisor, send an email at service@doyondespres.com, or communicate with us via Messenger. Testimonies will be transmitted to the immediate supervisor of the concerned employee or employees.

How can I communicate with a customer service advisor?

To discuss with a member of the customer service team, call at 1-866-444-1110 and select the appropriate option, send an email at service@doyondespres.com, or send a message via Messenger. He or she will process your request as best as he or she can or will refer you to one of its colleagues.