FAQ

Yes we are Open to public with several measures in place such as limited and controlled access, sanitizing station, employee service counters protected by glass, etc.  Curbside pick up is also still available.

Due to significant increases in demand, we may need up to 2 days to prepare your curbside pick-up order.  For emergency essential items, same pickup is possible if you call the store direct or email [email protected] with subject line: Emergency Order

Since our stores are currently closed to the public, we are offering curbside pickup.  When you arrive at the store, park in the designated pickup area and call the number listed on the signage for a contactless pickup experience.

Just follow these easy steps:

1. Browse www.homehardware.ca to choose which items you would like to purchase.  (Note: not all building supply items we stock will be online, if you can not find the item you are looking for please fill out the curbside form and describe what you need in the comment section at the bottom of the form)
2. Fill out our curbside pickup form.  Choose the location you want to pick up at, include any item number (ex. 1875-571) and qty you need.  Pick your preferred date and pick up time. (Note: we will try our best to have your order ready at the time selected please do not proceed to the store until you receive a confirmed time).
3. You will receive two (2) separate emails – an initial Pre-Order Confirmation email acknowledging receipt of your order, followed by an email with your sales order and confirming the time with a link to our payment portal (if paying by credit, to pay by debit you can do that at pickup with our portable payment machine) Note: Until you have received a confirmed pickup date/time email from us please do not call or report to the store. Store staff may be unaware of your order and unable to assist you in any way. Should you wish to reach out please reply to the email you received. 
4. Once at the store proceed to the designated "pre-order pick-up" parking spots. Call
   the phone number and extension (if applicable) posted on the sign. Note which parking
   spot number you are in. Please ensure that you have valid ID with you and the credit card used in the case of orders that were pre-paid online.
5. Remain in your vehicle at all times.  An associate will confirm your order details and have someone bring your order out to you. Once the product has been left beside your vehicle or placed within your backseat/trunk, and our staff member has moved at least 6 feet away, then you may exit your vehicle to inspect/secure your product.
6. In the event of orders containing product from the yard, you will be provided with the
   necessary paperwork and instructed to pull up to the yard gate.
7. Note that orders not picked up within 7 days will be cancelled and refunded. To avoid
   cancellation please contact us at [email protected] and provide the order number
   contained within this confirmation email.

Pick-Up Checklist:
- Bring a copy of this email (or display on your phone) and valid Government issued ID (Canadian Driver's  license, Passport, Canadian Citizenship Card, Permanent Resident Card)
- Ensure your vehicle will be able to accommodate the item in it's original packaging
- In some cases the product will be left beside your vehicle so that you may place it in yourself. To accommodate customers within a "high risk" group and/or for products that are heavier we will do our best to place the product in your trunk or backseat. "Social distancing" practices must be maintained at all times.

Curbside Pick-Up is valid only:

• At the specific store selected when the order is placed.
• During store business hours. Please confirm store hours prior to pick-up.
• For orders confirmed via Curbside Order Pick-Up Notification email.

If pre-ordered we will send you a link to our secured payment portal where you can pay online by credit card before you pick up your order.  If you prefer to pay by debit or place order by phone we have a curbside wireless terminal that you can pay on pickup.  We are recommending that customers use the "Tap" method whenever possible.
We are not accepting cash or giftcards as forms of payment at this time.

Effective March 25th we are not accepting any giftcards as a form of payment.  Giftcards require them to be handled by a staff member therefore goes against our social distancing and contactless payment. 

Effective May 15th we are now accepting Aeroplan in store purchases only.

Most items will be ready for Curbside Pick-Up two days of your order. However, if for some reason your order cannot be fulfilled in the 2 days, a store associate may need to reach you directly to provide additional information about your order. 

You will receive two (2) separate emails – an initial Pre-Order Confirmation email acknowledging receipt of your order, followed by an email with your sales order and confirming the time with a link to our payment portal (if paying by credit, to pay by debit you can do that at pickup with our portable payment machine) Note: Until you have received a confirmed pickup date/time email from us please do not call or report to the store. Store staff may be unaware of your order and unable to assist you in any way. Should you wish to reach out please reply to the email you received. 

1. Once at the store proceed to the designated "pre-order pick-up" parking spots. Call
   the phone number and extension (if applicable) posted on the sign. Note which parking
   spot number you are in. Please ensure that you have valid ID with you and the credit card used in the case of orders that were pre-paid online.
2. Remain in your vehicle at all times.  An associate will confirm your order details and have someone bring your order out to you. Once the product has been left beside your vehicle or placed within your backseat/trunk, and our staff member has moved at least 6 feet away, then you may exit your vehicle to inspect/secure your product.
3. In the event of orders containing product from the yard, you will be provided with the
   necessary paperwork and instructed to pull up to the yard gate.

We hope you are completely satisfied with your order, but if you need to cancel any item(s), let us know. For your convenience, you can reply to the pre-order confirmation email or the sales order email.   Please do not call the store to make changes to your order. 

At this time, we will be suspending all customer returns.  Please hang onto your item and receipt.  Receipts dated after March 2020 will be honoured for 60 days upon reinstating our regular return procedures.

Yes, we are still offering delivery.  Deliveries are subject to a fee depending on area.

Yes, we are still filling propane.  For propane orders please proceed to the store location.  Call the store once you arrive, at that time one of our associates will come out, inspect your tank and fill.  If your tank is expired, we have some new or refurbished tanks available for purchase.  Our associate will have a portable payment machine where you can tap credit or debit.

Currently our U-Haul rentals are suspended until further notice. 

You can visit our Beauti-Tone Colour Visualizer: https://beautitone.renoworks.com.  Here you can upload an image and test different Beauti-tone paint colours in your space.  (Please note: visualizing colours on screens may differ from the actual colour chip)

If you would rather see the actual paint chip in your space please call the store directly.  Ask to speak with the paint department and give them a colour range you are looking for.  They will put together a few options for you that you can pick up. 

We also colour match any paint colour, just tell us the paint brand and colour!