FAQ

As of April 8, 2021 our stores will be closed to in-store shopping for the duration of the province wide shutdown.  We will have curbside pick up and delivery service only. 

Same Day pick up is available for in-stock items, depending on order size.  For items need to be ordered in pick up time may be up to 1 week.  Special Order items pick up time will vary. 

For emergency essential items, immediate pickup is possible (if items are in stock) on the curbside form do not choose a pick up date or time instead check the box that says "Request immediate pick up"

We appreciate your patience and understanding during this time.  We will do our best to get you your purchases as fast as we can.

During the province wide shutdown we will only have curbside pick up and delivery service:

Since our stores are currently closed to the public, we are offering curbside pickup and delivery service using our curbside order form.

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. Click on the 'I'm here to pick up my order' button in your email confirmation.  You will be asked for your parking spot number.  If you do not have access to your email please call the phone number 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. If paying curbside you can do so with credit or debit only.  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.

Effective April 8th, 2021 cash and gift cards will not be accepted as a form of payment during the province wide shutdown.

When you place an order via our curbside order form we will send you a link to our secured payment portal where you can pay online by credit card (Visa or Master Card) before you pick up your order.  If you prefer to pay by debit or credit card in person we have a curbside wireless terminal that you can pay on pickup.  We are recommending that customers use the "Tap" method whenever possible.

(to pay curbside choose 'debit' as form of payment on our curbside form)

Effective April 8th, 2021 during the province wide shut down we will not be accepting gift cards or United cash cards/savings cards as a form of payment.  Once the shutdown has lifted and we are open to in-store traffic we will resume accepting gift cards and cash cards. 

The only form of payment accepted during the shutdown is debit or credit.

Yes you can add your Aeroplan card to your purchase.  On our curbside order form there is a spot for your Aeroplan card number if you have one please include your number on the form.

Most items will be ready for Curbside Pick-Up the same day. However, if for some reason your order cannot be fulfilled by your requested day/time, a store associate may need to reach you directly to provide additional information about your order.  Also if an item is not in-stock or a substitution has been made we will contact you.

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. Once parked click the 'I'm here to pick up my order' button in your order confirmation email.  Input your parking spot number and phone number incase we need to call you.  If you can not access your email call
   the phone number 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. 

During the province wide shutdown all returns will be put on hold.  Once we are able to re-open to in-store traffic we will resume accepting returns.  Please hang onto your receipts. 

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

Yes, we are still filling propane. Upon arrival park in a designated Propane spot and call the store.  An associate will come out, inspect your tank.  If it is not expired they will fill your tank and you can pay curbside by debit or credit only.  Cash/gift cards will not be accepted during the province wide shutdown.

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

During the provincial lockdown we ask that you use our curbside form for paint.  In the optional notes/comments section you can let us know the colour range you are looking at.  We can gather some paint chips/colour cards for you to pick up.  Once you have chosen your colour please use the curbside form again, let us know the type of paint you require and what colour you want it tinted to.  We also colour match any paint colour, just tell us the paint brand and colour!

Please note for paint orders that are tinted we will not mix your paint until your order is paid for.  So if paying curbside once you pay we will mix your paint so your wait time at the store may be extended while we mix your paint. 

You can also 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)

Yes, during the province wide shutdown we will still be offering key cutting as a service.  Once you arrive at the store we will place a pail outside where you will drop your key into the pail.  An associate will sanitize it, take it to be cut and you can pay curbside by credit or debit only.  We ask that if you need other items to please fill out our curbside order form and schedule a pick up day/time. 

No worries at all.  For Lumber and Building supplies you can still order using our curbside/delivery order form.  We ask that you just leave the item# blank if you do not know it and include a good description of what you need.  Ex. 2x4x8 pressure treated qty 8