Frequently Asked Questions

Online Ordering

Do I need to create an account on homehardware.ca to shop online?

No, you don’t need to create an account to place an online order. You can checkout as a guest.

Creating an account does have benefits – you can save your preferred payment methods and Scene+ card, create shopping lists and more! Create an account here.

I don’t see an ‘Add to Cart’ button on any products. Can I still shop online?

Always make sure you select your local store so you can view accurate pricing, product assortment, and to add to cart.

Most locations offer shop online, pick-up in-store services. If your local store does not support in-store pick up for online purchases, the Add to Cart will not appear. In that case, you’ll have to select a different store to complete your order.

Some items may not be available for purchase online because they are in-store exclusives or special order. Contact your local Home store to inquire about availability.

How do I know Home Hardware received my online order?

You will receive a confirmation email letting you know that we received your order.

How do I add items to my cart?

Once you select your local store, you can click ‘Add to Cart’ when you are on product pages.

Is there a limit to the number of products I can purchase online?

There is a maximum order quantity of 999 for any one item, but some items may have limits less than 999. Our system will alert you when you’ve hit the maximum quantity. Factors such as inventory levels might also affect the order quantity of an item. If you require larger quantities than what we offer online, contact your local store.

Does Home Hardware automatically send weekly emails?

Yes – we follow up with flyers, promotions, expert advice and more for two years after you make a purchase. You can unsubscribe at any time. If you want to make sure you continue to hear from us, you can sign up for our emails indefinitely.

Is my order confirmation email considered an official receipt?

No, your Official Sales Receipt will be provided to you when you pick-up your order, or when your ship to home order arrives.

Can I order online from a mobile device?

Yes, online orders can be placed on our mobile website using supported devices.

I’m a U.S. resident. Can I still shop online on homehardware.ca?

Online shopping is only available in Canada. All online orders can only be picked up at Home Hardware stores (all of which are located in Canada) or shipped to Canadian homes.

How can I cancel my order?

If you need to cancel your order, please contact us.

Orders that have already been processed and shipped cannot be cancelled or modified.

Orders that are ready to be picked up at your local store can be cancelled by contacting your pick-up location.

Online Payment

Can I pay for my order in-store instead of paying for it online?

Online orders can only be purchased and paid for online.

Can I use my Home Hardware gift card online?

Yes! We’re happy to accept your Home gift card online. You can redeem up to five (5) gift cards on one online order, or up to $3,000.

What methods of payment are available?

Online purchases can be made with Visa, MasterCard, American Express, PayPal or Discover credit cards.

We’re also happy to accept your Home Hardware gift cards online. You can redeem up to five (5) gift cards on one online order, or up to $3,000.

Debit cards will not work, but a Visa Debit card will.

How do I know that my online order is secure?

Every order is securely processed according to industry-standard SSL Web encryption, in compliance with the International Payment Card Industry Data Security Standard (PCI DSS).

Payments may be subject to 3D Secure payment authentication. For this reason, at the payment stage of your order, you may be directed to your credit card's secure payment page.

When is the full amount of my online purchase charged to my credit card?

Your credit card will be charged when all parts of your order are ready for in-store pick up or ready to ship to your home. Any other payment methods (debit, gift card, or PayPal) will be captured when the order is placed.

Shipping, Delivery, and In-Store Pick Up

When can I pick up my online order?

Your order’s estimated arrival time will be included on your confirmation email.

When your order is ready, you will receive an email with the subject line: “Your order is ready for pick-up”. Please wait for that email before arriving in-store to pick-up your purchase.

How will I know when my order is ready for pick-up?

When your order is ready for pick-up, you will receive an email with the subject line: “Your order is ready for pick-up.” Please wait for that email before arriving in-store to pick up your purchase.

Can I have my order shipped to my house?

Yes! We offer a ship to home service across Canada.

Items purchased for in-store pick up or through your local store may be available for home delivery. Contact your local store for more details on the services they offer. Additional charges may apply.

How much does shipping cost?

We offer FREE shipping on online orders of $99 (pre-tax) or more! *On all eligible ship to home items. Shipping fees will automatically be deducted in the shopping cart. Some shipping surcharges may still apply. Not valid on gift card purchases.

Shipping is calculated based on the weight and size of your item(s) and shipping location. Your final shipping fees will be displayed at checkout.

Please note that shipping fees are non-refundable.

Selecting ‘In-Store Pick-up’ is always free, on all eligible orders.

How long does it take to ship my order?

Your order is estimated to arrive within 2-10 days.

Ship to home orders are processed within 1-2 business days. Once your items are processed and shipped, your order will take 2-3 business days to arrive.

Please note that elements out of our control such as courier delays, extreme weather, or holidays may affect our shipping times.

We’re always working hard to get your orders to you as soon as possible!

How can I track my order?

Once your order has shipped, we’ll send you a shipping confirmation email with a tracking number. Orders can also be tracked through your Home Hardware account.

Can my order be split so some items are Ship to Home and some are In-Store Pick-up?

Yes. When shopping, select the shipping method you prefer before adding an item to your cart. Be sure to confirm each item is going to the correct location before you check out.

Are there any shipping restrictions?

Yes. Unfortunately, not all items can be shipped to your home.

Oversized, overweight, fragile, or dangerous goods are not available for ship to home. These items do not meet courier eligibility, but may be available for free in-store pick-up.

Items listed as ‘Available In-Store Only’ are only available to order in-store. Find your local store to inquire about pricing and availability.

What do I do if my package doesn’t arrive when it says it will?

If your order is delayed, lost, or says it arrived, but you haven’t received it, please contact us.

My product arrived damaged/defective. What should I do?

If you’ve received a damaged or defective item, please contact us.

Is shipping refundable?

No. If you choose to return an item that was shipped to your home, the shipping fees will not be refunded.

Returns & Exchanges

Return Policy

Our goal is to ensure you receive the best products for your needs. New and unused items in their original package with your receipt can be returned for a refund within 90 days of purchase. Items such a gas-powered products may be subject to manufacturers return and warranty policies. See the full Home Hardware Returns Policy for details. All refunds shall be made to original method of payment.

Online orders that were shipped to your home can either be returned to your local store or shipped back to us, initiated through My Account or by contacting [email protected] or calling 1-877-940-5081. Refunds from online orders will be returned to your credit card once the bank processes the return (typically no longer than 30 days). You will receive an email confirming the return. For purchases made with a Home Hardware gift card, en eGift Card will be issued to the email used in the original order.

Policies

How can you keep me signed in on my computer?

Each time you visit us, we can recognize your computer using a “cookie” that was sent the first time you visited. Don’t worry, the cookie doesn’t contain any personal information. It simply identifies your computer and makes your visit easier because you don’t have to sign in.

The cookie will only work with the computer and web browser you are using right now. If you’re using a public computer, you probably shouldn’t choose the “keep me signed in” option.

If you decide you no longer want to be instantly signed in, you can set the privacy features on your web browser so that it no longer accepts cookies or erases all cookies at the end of a session.

Product Descriptions

While every precaution is taken to ensure that items are described or pictured accurately, we reserve the right to correct any errors which might occur. Please check with your local store for current information.

Product Availability

In-Store Inventory: Not all items shown are stocked in store but may be available for special order. Please contact your local store to see if the good you want are currently available in-store.

Rainchecks: While every effort is made to supply featured items, we reserve the right to limit quantities as not every item may be stocked by every Home store. We will be pleased to provide an in-store raincheck on any item that may not be available in-store, except where indicated or for discontinued items. Rainchecks are not applicable for online orders.

Product Guarantee

Item Guarantee: Each item on this website is guaranteed in accordance with the terms of the specific manufacturer's warranty. Retain all written warranties and your original receipt in case of future adjustment. Many of the products on this website are covered by our One Year Warranty Exchange program. If a qualifying product proves defective within one year of purchase, your local store will replace it with a new one. This guarantee does not include incurred labour costs. See your local store for full details of our Warranty Exchange program.

BeautiTone Paint Guarantee: If you are not satisfied with the performance of any BeautiTone product, providing you have followed the label and lid instructions, return the unused portion with proof of purchase for full refund or replacement of product. This guarantee does not include the cost of labour in the application of any paint, stain, or clear coat.

Online Pricing

A word about pricing.

Prices shown do not include taxes. While every effort is made to maintain prices shown, we reserve the right to adjust prices when necessary and to substitute or discontinue any item which may become unavailable. We reserve the right to correct printing or technical errors.

Prices shown are determined by the geographical area in which the store is located and are based on delivery at our store. In northern and remote areas, there may be an additional charge to cover freight. Pricing at stores may vary slightly based on store location and market conditions. The price is accurate on the date displayed but may be subject to change without notice.

Price Match Promise.

In most cases, we will gladly match any in-store purchases with an advertised local competitor’s price. Please speak with your local store for further details. Online purchases are not eligible for price matching.

Our PRICE MATCH PROMI$E is a retail single product guarantee that excludes material packages and material package quotations, contractor pricing, sales tax offers, typographical errors, free offers, gift cards, gift certificates, rebates or clearout prices. We reserve the right to exclude significantly below cost competition loss leader pricing. Other possible exclusions include credit or financing promos, used, damaged, returned, open box or display merchandise, special orders, delivery or installation services (including materials and labour) and prices obtained from any internet website, online retailer or wholesale distribution. Lumber grading varies by location and we will not match prices of lower lumber grade quality from competitors. We reserve the right to limit quantities to an amount reasonable for a residential homeowner. This offer cannot be combined with any other offer. Ask Home Store Owner or staff for details.

Do you honour tax exemptions online?

At this time, HomeHardware.ca does not have the ability to process the following tax exemptions online: Status Indian, Farmer’s, Fishermen, Resale, Government, and Adult Clothing for age-specific exemptions. You will have to pay tax at the time of purchase and apply to the tax authorities for a refund for your eligible exemptions. You can find information on your province’s policies and the refund application by visiting the following link.

Canada Revenue Agency

Canada Revenue Agency - Canada.ca.

Eco-fees, Environmental Fees, EHF

Why am I charged an Eco-fee on my purchase?

Eco-fees are used to support provincial recycling and disposal programs to keep end-of-life products out of our landfills and waterways. These diversion programs help protect our environment and our communities.

What does the Eco-fee cover?

Eco-fees cover the collection, transportation, recycling, or safe disposal of hazardous and special materials, which currently have provincially run recycling programs in place.

Who sets these fees?

Stewardship organizations (provincially approved recycling programs) set the fees each year to cover these recycling programs costs. Home Hardware remits all fees collected from customers to these stewardship organizations.

If the item purchased is returned, will the Eco-fee be reimbursed?

Yes, if you paid an Eco-fee when you purchased a product, Home Hardware will refund that fee if you decide to return your purchase.

Online Ordering

Online Payment

Shipping, Delivery, and In-Store Pick Up

Returns & Exchanges

Policies

Online Pricing

Eco-fees, Environmental Fees, EHF

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