FREQUENTLY ASKED QUESTIONS

How it works 

• How does the service work? 
  Buy online, choose your favorite store and pick up your products right in your own backyard, without having to go to the store. Save time by avoiding the wait at the service counter and in-store checkout.
• What products are available for this service? 
  For the time being, these are the products that can be picked up directly from the yard, depending on store inventory. If inventory is insufficient, you can check to see if the product is available at another store near you.
• Which stores offer the service? 
  All our stores offer online ordering for backyard products. However, depending on each store's inventory, some products may not be available for sale online. You can check availability at other stores near you.
• Are there any additional charges for this service? 
  No, there are no additional charges for this service.
• Will my order be ready when I arrive? 
  The online sales option allows you to go directly to the yard to pick up your purchases without going through the counters. Your time savings are significant, especially in peak season. Once in the yard, items are picked up by a clerk as usual. Orders are not prepared in advance, and there's no layaway.
• Is there a minimum purchase?
  A minimum purchase of $5 (taxes included) is required to place an order online.
• How do I cancel or modify my order?  
  If you wish to cancel your order, simply call customer service at 1 844 882 2622. 
  If you wish to add products to your order, you can place a second order and pick up both orders at the same time. To delete products, the store clerk can delete them or adjust quantities.

Payment

• Can I pay when I pick up my order in the courtyard?  
  No, it is not possible to pay when you pick up your order. You must pay when you purchase your order online.
• What payment methods are accepted?  
  We accept Visa, MasterCard and Amex credit cards.
• Can I use a Canac gift card?
  At this time, it is not possible to use a Canac gift card to pay for an online purchase. You can only use it in-store.
• Can I place an order online with my Canac customer account? 
  At this time, it is not possible to place an order with your Canac customer account.

Delivery

• Can I buy online and have my order delivered to my home? 
  At the moment, delivery is not available for online orders. 

Order pickup

• When can I pick up my order?  
  As soon as you receive your “How to pick up your order” e-mail. This is distributed a few minutes after your order confirmation e-mail. It's important to read it and follow the steps.
• How long do I have to pick up my order?  
  You have 3 days (72 hours) following your online order to pick it up. After this time, we reserve the right to cancel and refund your order.
• Where do I pick up my order? 
  Go directly to the courtyard of your chosen store. Follow the signs in the parking lot to the customer service area with your car. More details will be sent to you in the “How to pick up your order” e-mail.
• What do I need to bring to pick up my order? 
  Present your proof of purchase (printed or digital). 
  
  

Returns

• What is the return and exchange policy? 
   
  Returns and exchanges can be made within thirty (30) days of picking up your order at any Canac store. Just bring your proof of purchase and credit card to the store.  
   
  A partial or full refund may be requested from customer service at serviceweb@canac.ca or 1-844-44CANAC prior to pick-up.  
  The refund will be processed and may take up to 10 business days to appear on your statement. 
   
  Canac excludes certain products from its return policy: products so excluded cannot be returned, refunded or exchanged. 
  The following are excluded from Canac's Return Policy: 
  Canac gift cards (they are neither refundable nor redeemable for cash). 
  Paint and stain that has been colored or custom-mixed. 
  Products that are cut or otherwise altered at retail. 
  Products ordered especially for you. 
  Personalized products. 
  Products on clearance or final sale. 
  Magazines.