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help-and-support

Frequently Asked Questions

1. Online ordering

2. Online Payment

3. Shipping, Delivery, and In-Store Pick-ups



4. Returns & Exchanges

COVID-19 Returns Policy Update

We have temporarily extended our in-store returns policy from 30 days to 90 days, excluding lumber and building materials.

Stores impacted by provincial and regional shopping restrictions are currently not accepting returns. COVID-19 Provincial Guidelines

How do I return a product I purchased online or in-store?

We will gladly accept any unused regularly stocked merchandise for refund or exchange within 30 days of purchase. Simply return the complete product to us in its clean original packaging accompanied by the original bill of sale. All merchandise is subject to the manufacturer's warranty & will be repaired or replaced as per the manufacturer's directions. We regret that cut materials and special-order merchandise are not returnable.

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. In-store pick-up orders must be returned to the local Home store where you picked up your order. 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.



5. 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.

6. Online Pricing



7. Product Descriptions

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


8. Product Availability



9. Product Guarantee



10. Wood Procurement Policy

The environment and ethical procurement has always been a priority at Home Hardware Stores Limited. We are committed to building partnerships with vendors who share our commitment to responsible forest management practices. We recognize the significant role that wood products play in the sustainability of our business and the livelihoods of many Canadians. The long-term sustainability of Canada's forests requires that this renewable resource be well-managed to meet the future needs of all Canadians. To date, Home Hardware Stores Limited in partnership with Tree Canada has donated over one million dollars to Tree Canada and planted 21,600 trees across Canada. View the the full Home Hardware Stores Limited wood procurement policy.

11. Eco-fees, Environmental Fees, EHF

Need Help?

Check with your local store

We ask that you visit your local Home Owner. Why? Because by doing that, you're going straight to the boss!

You see, the more than 1,000 Home Hardware, Home Building Centre, Home Hardware Building Centre and Home Furniture dealers are independent Canadian storeowners who, collectively, own the company. So when you speak with your local Home dealer, you're not only talking to the store owner, you're talking to the owner of the company!

That's why we ask that you bring any questions or comments you may have directly to your local Dealer, who will help you with whatever you need.

To find the Dealer nearest you, please use the store locator.

Store Locator

Online Orders

If you have questions about your online order, please Contact Us or call us directly at 1-877-940-5081.

General Inquiries

For all other inquiries, please Contact Us and let us know what we can help you with.