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Frequently Asked Questions

Service and Business

Visit the services and business pages for contractor and vendor specific information

Contractor Services - HH Pro

Working With Chemicals?

MSDS (Material Safety Data Sheet).

1. Online ordering

Is a minimum online purchase amount required?

Yes. Due to an increase in demand for essential items during COVID-19, our website is experiencing a high volume of online orders. To meet this demand while keeping our employees safe, online orders must be a minimum of $50.00 pre-tax.

Do I need to register on homehardware.ca to complete my checkout?

No, you don't need to register on homehardware.ca in order to shop online. You can check out as a guest to make a purchase.

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

Online shopping and pick up is available at most Home Hardware locations. However, if you don't have a store selected, or your particular store does not offer it, you can select a different store that does offer in-store pick up for your online purchases. Additionally, some products may be excluded from online shopping but may be available in store or by special order. Just call your local Home store to inquire about availability.

How do I know Home Hardware received my order?

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

How do I add items to my cart?

To add items to your cart, you must first select a store as your designated pick-up location. All items that are available to be purchased online will feature an "Add to Cart" button. Once you've found the product you desire, click "Add to Cart".

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

No, there is no maximum or minimum number of products you can order.

Does Home Hardware automatically send weekly flyers/emails?

Yes. We will follow up with promotions, articles, videos and offers for 2 years after you make a purchase unless you decide to explicitly sign up for email communications or unsubscribe.

Is my order confirmation email considered an official receipt?

No, your Official Sales Receipt will be provided to you when you complete your transaction at the store where you pick up your items. You must bring the Ready for Pick Up email with you as well as your photo ID as proof of purchase.

Can I order from a mobile device?

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

Will I earn Aeroplan Miles on my online purchases? Will I still earn double or triple miles if I shop online during an Aeroplan Miles promotion?

Yes, you will earn Aeroplan Miles on all purchases that would normally earn Aeroplan Miles in-store. Simply enter your Aeroplan number on the shopping cart screen and your Miles will be calculated and added to your account automatically. Bonus Miles offering during Aeroplan Promotions will still be credited to your Aeroplan account, but will not be calculated in the shopping cart on homehardware.ca.

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

Online shopping is only available in Canada. All online orders are shipped only to Home Hardware stores, all of which are located in Canada.

Who is Shopatron/Kibo?

Shopatron is the world's leading provider of cloud-based, eCommerce order management solutions. Kibo/Shopatron's patented Order Exchange allows manufacturers and multi-channel retailers to seamlessly leverage the available inventory of every retail storefront and distribution center when fulfilling online orders. With Shopatron/Kibo, retail channels work together to deliver a convenient purchase experience to Home Hardware's online shoppers.

2. Online Payment

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

Online orders are handled separately from in-store purchases. In order to secure your order, online orders can only be purchased and paid for online.

I have a Home Hardware Gift Card. Can I use it to pay for online purchases?

Unfortunately, homehardware.ca cannot accept Gift Cards or store credit. Payment can be made with Visa, MasterCard, American Express, PayPal or Discover credit card.

What methods of payment are available?

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

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

Your credit card will be charged when you pick up your order at the store or 6 days after you place your order, which ever comes first.

3. Shipping, Delivery, and In-Store Pickups

When can I pick up my order at my local Home Hardware? How will I know it’s ready?

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.

Can I have the goods shipped to my house?

We don't offer ship-to-home through our eCommerce site. You may be able to arrange delivery through your local Home store. Contact your local Store Owner for more details on the services they offer. Additional charges may apply.

4. Returns & Exchanges

COVID-19 Returns Policy Update

We have temporarily extended our in-store returns policy from 30 days to 90 days.*

*Excludes lumber and building materials.

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 order returns must be returned to the local Home store where you picked up your order. Online order returns will be processed online and the funds will be returned to your credit card once the bank processes the return. 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

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 also 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.

We will gladly match any advertised local competitor's price on an identical in-stock item.

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 can not be combined with any other offer. Ask Home Store Owner or staff for details.

8. Product Availability

In-store inventory

Not all items shown are stocked in store but can be special ordered. Please contact your local Home Store to see if the goods you want are currently available in-store.

Rainchecks.

While every effort is made to supply featured items, we reserve the right to limit quantities and not every item may be stocked by every "Home" dealer. We will be pleased to provide a rain-check on any item that may not be available except where indicated.

9. Product Guarantee

Item guarantee

Each item on this website is guaranteed in accordance with the terms of any 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 HOME dealer will replace it with a new one. This guarantee does not include the cost of labour. See your HOME dealer for full details of our Warranty Exchange program.

Beauti-tone paint guarantee

If you are not satisfied with the performance of this product and 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.

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

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. HomeHardware 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.

12. Deals & Promotions

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.