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FAQ

Customer service

Where can I send feedback and suggestions?

To send feedback and suggestions, you can write to us at [email protected].

Do you have a lowest price guarantee?

Patrick Morin always guarantees you the lowest prices on all products. If you find an identical item at a lower price elsewhere (local competitors located within 25 km from your nearest Patrick Morin store), you will be offered the same price - guaranteed! Same brand, same model, same manufacturer, same conditions (new, in-stock products) upon presentation of proof deemed satisfactory.

 
Our best price guarantee excludes treated wood, spruce, OSB and plywood and does not apply to category or brand discounts, special promotions, or online retailer pricing.
 
 
 
 
 

 

The prices posted in our printed flyer and the digital flyer that we publish on the patrickmorin.com, reebee.com (including the application) and publisac.ca websites are the only promotional prices covered by our best price guarantee. No price adjustments will be made to match lower prices found in any other Patrick Morin promotional material but our own printed flyer or our digital flyer published on the aforementioned websites.
 
 

 

Items with a lower competitive price resulting from an advertising error, a typographical error or a promotional offer will not be considered for a price adjustment. For example, promotional offers include, but are not limited to, the following special events: Black Friday or Cyber Monday Sales, Mega Sales, Boxing Day, Boxing Week and Extended Boxing Week promotions, manufacturer discounts, prizes, coupons, vouchers, bonus or free offers, discontinued item pricing, clearance sales, showcase or demo item pricing, refurbished and open-box item pricing and any other reduced-pricing promotion or event.
 

If you don’t stock a product I need, can you special order it for me?

Our sales associates will be more than happy to find the item you need from the large selection of products available from our suppliers. Please note that there is a delivery delay on special orders and that returns are not accepted or may be subject to certain fees.

Do you give estimates?

Yes, we provide in-store support to help you estimate the cost of your projects. Whether you’re building a new home, renovating your bathroom, installing flooring or building a flower planter, our associates are standing by to give you the advice you need.

What services are available to contractors?

A team dedicated to contractors, personalized services, field representatives, extended hours to serve you better, delivery service and much more.

Do you sell gift cards?

Absolutely! You can buy gift cards at any of our stores in the amount of your choice.

Price adjustment policy

If the item you purchased at regular price goes on sale within 10 days after purchase, you can receive a price adjustment between the regular price and the discounted price on presentation of the invoice. The adjustement does not apply on end-of-season or clearance items.

Online experience

Why do I need to choose a store?

When you visit our Website, the system automatically recommends a store. This store is assigned by default based on your location as suggested by the IP address of your Internet connection. The choice of a store lets our system check availability. Groupe Patrick Morin has stores of all sizes in many locations, each with its own speciality. The prices of some products can vary from one store to another based on many factors specific to each market.

Can I switch stores when browsing the Website?

Yes, you can always change to another store. When you do so, the prices and availability of some products may also change.

Why can’t I see the prices of products?

To see the prices of the products, you need to choose a store. The prices of some products, including building materials, are not listed online due to market fluctuations in pricing. To get the prices of these products, we suggest you visit or call one of our stores.

Are all the products available in store posted on your Website?

Most of our products are listed online, but some cannot be posted for various reasons.

How can I check if a product is available in one of your stores?

Please note that due to high traffic on our website, the inventories displayed on our website may not be a reflection of reality at the branch. Thank you for your understanding.

The quantities available in your store (based on the one you selected or as determined by geo-location) are posted on our Website. To give you as many options as possible, you will also find the availability of the products in 2 other stores nearest you.

If an item is out of stock, will it be available again?

Yes, we reorder most of the items posted on our Website.

What is your Store Pickup Policy?

Place your order in the morning and pick up your purchases the same day! You will have a maximum of 10 days after placing your online order to pick up your items at your store. An email will be sent to you when your order is ready. You must wait for this email before coming in store.

When you arrive, you will need to present yourself at the front desk with your order number (WEBCXXXXXX), a photo ID and the credit card used to pay for your order.

If you are unable to pick up your order in person, we accept third-party pickups. However, you must indicate the name of the person in charge of picking up your order in comments before finalizing your order. At the time of pick-up, the person responsible for the pick-up will need to provide your name, your order number (WEBCXXXXXX) and a photo ID for validation purposes.

Can I designate someone to pick up my order?

If you are unable to pick up your order in person, we accept third-party pickups. However, you must indicate the name of the person in charge of picking up your order in comments before finalizing your order. At the time of pick-up, the person responsible for the pick-up will need to provide your name, your order number (WEBCXXXXXX) and a photo ID for validation purposes.

How to cancel an online order?

To cancel an online order with Patrick Morin, simply contact the pick-up/delivery store you selected when ordering. When calling, please have on hand your order information by referring to the confirmation email you received after making your purchase.

I placed an order online but I didn’t receive a confirmation email. Why?

For reasons beyond our control, some email companies block the transfer of emails or send them to the recipient’s spam folder. Please check your spam folder. If you still did not receive an email from us, write to: [email protected].

I selected "text" / "email" after entering my credit card number but never received my security code. I am therefore unable to complete my purchase.

If you have not received your security code, call the number on the back of your credit card to update your account information. Then, try to place your order again. Contact us at [email protected] if the problem persists.

Can I use a prepaid Visa or Mastercard to pay for online purchases?

No, our online store does not accept prepaid cards such as Visa and Mastercard.

Can I use a Patrick Morin gift card to pay for online purchases?

No, it is not possible to pay with a gift card on our website.

If an item on clearance is out of stock in my store, but is available in another Patrick Morin, can my store have it transferred to its location?

No, procucts on clearance cannot be transferred between our stores.

Returns and exchanges policy

What are the terms and conditions of the return policy?

If you change your mind or if a product does not meet your needs, you can simply return the unused item to any of our stores within 90 days of purchase for an exchange or refund. Items must be returned unused and in their original condition. Proof of purchase (receipt) and original packaging are required for all exchanges and refunds. Refunds will be granted by the same method of payment. A product that is returned under the conditions listed above but without an invoice will be refunded on a gift card at the lowest price in the system in the last 90 days. A product that is returned in damaged packaging (or without packaging) will be refunded on a gift card.

At all times, Patrick Morin reserves the right to refuse a return or exchange. Valid identification may be required when returning merchandise.

 

I made an online purchase. How can I return it?

If you would like to return an online order delivered to your home without having to come to the store, you can. We will pick it up for you. Please note that fees apply. Contact your store to learn more about this option. 

What are the exceptions of the return policy?

Exceptions to the return policy. No exchanges or refunds on:

  • Special order products
  • Cut products
  • Mixed paints/stains
  • Personalized products
  • Clearance items
  • Products, such as toilet seats, gloves, for reasons of hygiene
  • Gas-containing items
  • Gift cards

What are the possible applicable fees related to the return policy?

Some products may be subject to applicable fees when returned. Here is what those fees are:

  • Deposits on special orders cannot be refunded if the merchandise is not picked up.
  • Delivery fees are not refundable when returning a product.
  • Products returned by our delivery trucks will be subject to shipping and handling fees.

What is the price adjustement policy?

If the item you purchased at regular price goes on sale within 10 days after purchase, you can receive a price adjustment between the regular price and the discounted price on presentation of the invoice. The adjustement does not apply on end-of-season or clearance items.

Delivery service

Do you deliver?

WEB ORDER DELIVERY

Thanks to a fleet of more than seventy-five vehicles, our professionals will quickly and efficiently deliver your materials to the site of your choice. One of our sales associates will call you within 24 hours to arrange a delivery date.

Patrick Morin Renovation Centres' comprehensive delivery service will meet all your shipping needs, regardless of the size of your project. For personalized delivery, to your home or to any construction site, you can rely on our experts.

All of our products are deliverable except for hazardous substances, chemicals and frost-sensitive materials. Some tools are also excluded for safety reasons.

Take advantage of one of our delivery options when making an online purchase. To obtain home delivery, you must choose a store that offers you at least one of the following options:

FREE HOME DELIVERY

  • For a limited time, get free delivery on purchases of $50 or more before taxes. Free delivery is not available for large, heavy or bulky items (see below).

CHARGEABLE HOME DELIVERY

  • A $50 delivery fee will be charged on orders containing large, heavy or bulky items such as: wood stoves, firewood, car shelters, pellets, treated wood, lumber, gypsum board, soil, mulch, compost, stone dust, stones, cement, concrete, rebar, batt insulation, plywood, OSB, joists, siding, composite siding, patio slabs, concrete blocks and shingles.

At the time of delivery, you will need to provide your name and order number (WEBCXXXXXX). We now accept delivery delegates. The person receiving your order will also have to provide this information for authentication purposes.


On-Site handling

We will not handle any merchandise on the delivery site.

What is the protocol for delivery people?

In effect for an indefinite period

Delivery is particularly important during this exceptional period because of the coronavirus. The health and safety of our employees and clients is OUR PRIORITY so we ask all our delivery people to comply with our protocol.

Here is an overview of the measures implemented:

  • Goods will be left outside buildings for the safety of clients and employees;
  • Social distancing will be respected by our delivery people, and this, at all times for the good of all;
  • If the terminal is to be used to close a transaction, it will be deposited in a place deemed safe so that the client may take it and insert his card himself;
  • After each delivery, the terminal will be disinfected;
  • Our trucks will be disinfected at the beginning and end of the shift.

The use of proper hygiene measures will slow the spread of the virus. We need to have a collective awareness in an exceptional situation like the one we are currently experiencing and that is why we do the utmost to offer our clients a safe delivery experience.

Financing

Do you offer a financing program?

Yes, we have a financing agreement with Fairstone Financial that takes effect on December 6, 2021. You may contact one of our stores to find out which plans are currently available.

How do I apply for financing at Patrick Morin?

There are three ways to apply for financing: online, by using your smart phone to scan the QR code displayed in-store, or by texting Patrickmorin at 75837. For further details, visit the "Financing" section of our website.

How long does it take to complete a credit application?

The application takes about three minutes to complete.

How long will it take to get an answer after I submit my credit application?

The response time is approximately one minute.

Is there a minimum purchase amount that I must meet to be eligible for financing?

No, there is no minimum purchase required.

What can I do if I don't have an email address and I want to apply for credit?

An email address is required. Your transaction confirmations and monthly statements will be sent to the email address you provide.

What address should I put on my credit application if I will soon be moving?

Fairstone Financial will validate the address on your application with the credit bureau. We recommend you indicate your current address as it should be the one already on your credit file. Once your application has been approved, you will be able to change your address.

Will I receive a Patrick Morin credit card?

No, a credit card will not be issued. However, your approved line of credit will be available for two years.

What happens if my credit application is declined?

If your application is declined, you will receive details by email. You may then contact a Fairstone Financial agent if you wish.

Can I add a co-signer if my credit application is declined?

No, it is not possible to add a co-signer.

Does your plan require a registration fee?

No, there is no registration fee, but an annual fee of $35 will be charged by Fairstone Financial on your first monthly statement, and once a year thereafter.

What is the annual Fairstone Financial line of credit fee?

The fee is $35 per year as long as you have a balance owing. No annual fee will be charged if your balance has been paid off by the account anniversary date.

When will I be charged the annual fee for my Fairstone line of credit?

The annual fee will be charged on your first monthly statement and then yearly on the account anniversary date as long as you have an outstanding balance.

What can I do if my Fairstone account password is not working?

Contact Fairstone Financial for assistance.

How do I contact Fairstone Financial?

You can call 1-888-638-2274 or use the chatbot on Fairstone Financial’s homepage. Fairstone Financial's Customer Service department is open Monday through Friday, from 8:00 a.m. to 8:00 p.m., and Saturdays and Sundays from 8:00 a.m. to 8:00 p.m. except on December 25.

Can I use my Fairstone line of credit elsewhere than Patrick Morin?

No, your available credit can be used only for your purchases at Patrick Morin.

What happens if I still have a balance owing when my credit plan expires?

If you haven’t paid out your balance in full by the plan due date, interest charges will be applied to the remaining balance. If you wish, you may ask a Fairstone Financial agent about converting your line of credit balance into a personal loan.
Tips from experts

Tips from experts

Free in-store pickup

Free in-store pickup

Shipping to your home

Shipping to your home

Free in-store returns

Free in-store returns