Purchase and return policy

RETURN POLICY

 

1. Returns and Exchanges

During this period, we are accepting returns only on Tuesdays and Fridays in all of our stores.

We accept returns. You can return an item directly in store, or you can ship it back to us. Online order returns are free in all our Canadian locations. 

You can return unopened items that are still in their original packaging up to 90 days after your purchase, providing you have proof of purchase. Merchandise without a receipt or that is not in its original packaging may be accepted at Materiaux Pont-Masson’s discretion. Materiaux Pont-Masson inc reserves the right to ask for the name and information, as well as photo I.D., of the client before accepting merchandise returned without a receipt. 

If 90 days or more have passed since you purchased the item, we can no longer offer you an exchange or return. 

For in store returns, check our business hours in the Contact Us section of our website. 

No returns on coloured paint, cut or modified products, special order products, motorized products requiring gas, as well as certain products for reasons of hygiene (toilet seats, masks, gloves, etc.), will be accepted. 

If the product is defective, the manufacturer’s warranty may apply, according to the situation. 

If you decide to mail us your items to be returned: Once we have received the product, we will examine it carefully and let you know if you are eligible for a refund. If you are eligible, we will refund the price of your purchase using the same method of payment. If you are not eligible for a refund, you will be advised of the reason and given the option to come and pick up the product. 

Please take note that only regularly priced products, as well as products on sale, can be refunded. Products marked “Final Sale” are non-refundable. To know the status of your request for a refund, contact us at web@pontmasson.com

2. Shipping 

Please send the item you have purchased and would like to return to the following address

Département web
2715 boul Mgr Langlois,
Salaberry-de-Valleyfield, Québec, Canada
J6S 5P7

Refunds do not cover the shipping and handling fees that may appear on the packaging or your receipt. The shipping fees for all returns must be paid in advance, and you are also responsible for insurance fees. You are responsible for any items lost or damaged during the shipping process. We cannot guarantee that we will receive the item that you are returning. The shipping and handling fees for returning merchandise are non-refundable; the refund will therefore not include the cost of delivery. 

Materiaux Pont-Masson reserves the right to limit or refuse merchandise returns for any reason whatsoever. The return policy can be modified at any time without notice.

 

3.Cancelling an Order

To cancel an order, partially or entirely, made through the Materiaux Pont-Masson inc website, all you need to do is contact our online sales customer service department at web@pontmasson.com before your order is shipped. You will need to provide them with the number of your order mentioned in the email you have received. 

Materiaux Pont-Masson reserves the right to cancel any online purchase without notice before the item is delivered or picked up.

 

4. Exceptions

Certain special ordered merchandise is subject to restocking fees between 20% and 30%. If an order is cancelled we can also require you to pay the 20% to 30% fee. For additional information, contact our online sales customer service department at web@pontmasson.com

 

 

DELIVERY POLICY

Please be aware that despite our best efforts, lead time for deliveries may be longer than the 1 to 3 days anticipated.

In Store Pickup
Time: 4 hours
Cost: free
Shipping
Time: 1-3 days
Cost: 5$ or more

 

Delivery with our Truck
Time: 1-3 days
Cost: 50$

 

 

1. General Information 

Orders are subject to product availability. If an item is out of stock when you order it, we will contact you and refund the total cost of your purchase using the same method of payment.

 

2. Delivery Locations

The articles on our website can only be delivered to addresses in Quebec and Ontario. For any questions related to our delivery locations, contact us at web@pontmasson.com

For in store pickup requests, the articles on our website can only be picked up at Materiaux Pont-Masson locations. 

Delivery using our trucks is only possible within a 50km radius of our stores. For deliveries outside of this perimeter, delivery can be possible for an additional fee. For any handling needs, additional fees may also apply. Contact your local store or our online store customer service at web@pontmasson.com . 

 

3.Delivery Times

 

A - In Store Pickup

Orders are prepared in less than 4 hours. Products that are out of stock can be prepared within 2 or 3 days. Products available exclusively online must be ordered directly from the supplier (no inventory in store), and are prepared within 1-2 weeks. You will receive an email when your products are ready for pickup or delivery. Contact your local store for additional information. You will find our coordinates in the Contact Us section of our website.

Once your order is prepared, you have 7 days to pick it up; otherwise your order will be cancelled and you will be refunded, sometimes with a fee between 20% and 30% depending on the merchandise. If you know you will need additional time to pick up your order, please let us know by sending an email to web@pontmasson.com.

At the moment of pickup, you will have to present the confirmation email we sent you as well as a valid photo I.D. If you would like to send someone else to pick up your merchandise, you must follow the following conditions:

  • The person must be at least 16 years old
  • The confirmation email and a valid photo I.D. will be required

 

B - Delivery with our Trucks

Orders are prepared and shipped within 1 to 3 days, or more if necessary. No deliveries are made on Sundays. 

You must be present when the merchandise is delivered, and have a valid photo I.D.

 

C - Shipping

Orders are usually shipped within 48h, from Monday to Friday. An approximate delivery time will be given to you once you have completed your order. Delivery times are only estimated and are calculated according to the shipping date, not the date the order was made. They are only a reference, and can change based on the acceptation and approbation of your order. We will spare no effort in ensuring that your product is delivered within (10) business days following the date your order was made. Business days are from Monday to Friday, except on holidays. Please take note that we do not ship anything on Sunday.

The delivery date can also vary according to the delivery company, the location of the delivery, and the articles ordered. It is possible for products to be delivered in several separate shipments.

In Case of Absence

If you wish, you can authorize Purolator to leave your package at your door. To do so, visit Purolator.com, Services d'expéditionand choose “signature not required”.

For any order over 250$, your signature will be required.

 

4. Special Shipping Instructions 

You can give special shipping instructions on our website’s payment page.

 

5. Shipping Costs 

 

In Store Pickup 

Free of charge.

 

Delivery with our Trucks

Fixed 50$ fee.

 

Shipping through the Mail

Purolator’s standard shipping fee is 5$. Additional charges may apply if the items to be shipped are heavy or large in size. Additional charges may also apply if the items are shipping to a remote location. If this is the case, you will be informed of these charges on the payment page.

Here is the chart used to calculate shipping costs:

 

Details

Shipping and Handling Fees

Shipping with Purolator

5$

Weight between 70-150 lbs per piece/ Total order

Additional 50$

Items larger than 48 inches

Additional 20$

In Store Pickup

0$

Delivery within 24 to 48h with our trucks

50$

+ than 150lbs / + than 96 inches – Write to us!

web@pontmasson.com 

 

The sales tax is calculated according to the province or territory the article is shipped.

 
Free Shipping:

Free shipping is sometimes provided during limited time offers. This offer does not include delivery with our trucks. The offer applies to select products. Items purchased online that are not included in the free shipping promotion are subject to regular shipping fees. Free shipping is only possible in Quebec and Ontario, excluding remote locations. Extra delivery fees may apply if you are in a rural location. If this is your case, one of our customer service representatives will contact you to let you know. Additional fees may also apply if the item to be shipped exceeds a certain size or weight. The offer does not apply to previous orders. The offer can be modified without notice. The offer is only valid for online purchases made at www.pontmasson.com

6. Tracking your Order 

You can track your order in real time thanks to the email containing information relating to the status of your order. In it you will find the tracking number provided by the transporter allowing you to track your order online. Please allow a 24h delay for the information to be visible on the transporter’s website.  

For in store pickup, you will be informed of the status of your order and receive an email when it is ready to be picked up at the selected location.

 

7.Items Damaged during Shipping/ Refusing a Package

You can refuse a package or delivery if the merchandise is damaged. For any damages upon the delivery of the merchandise, please contact us immediately at web@pontmasson.com , making sure to leave us your coordinates so we can contact you with any questions. Any damage reported 5 days or more after receiving your merchandise may be non-refundable.

 

8. Questions 

If you have any questions regarding the delivery of your order, please contact us at web@pontmasson.com

 
 

 

METHODS OF PAYMENT 

 

You can purchase items online using your credit card by entering the name of the cardholder as well as the billing address.  We accept Canadian issued Visas and Mastercards.

The information is secure with SSL. PCI norms are respected.

 

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