Frequently Asked Questions

We offer pickup only at our Mascouche location, from Tuesday to Saturday, during business hours.

Check our opening hours here.

Parcel delivery for small packages anywhere in Canada.

Truck delivery for large items within a 200 km radius of Mascouche, and in certain areas of Quebec City and Gatineau.

See all details here

Parcel Delivery

Parcel delivery is free for orders of $300 or more that include only items eligible for this service. For orders under $300, shipping costs will be calculated at the cart stage before completing your purchase.

Truck Delivery

Shipping costs will be calculated at the cart stage before completing your purchase.

To find out the shipping fees

Delivery times vary depending on the type of product:

• In-stock products: Once your order is processed and prepared, it is generally shipped the next business day.
• Made-to-order products (from our supplier): These must first be received at our warehouse (usually within 7 to 10 business days). We will notify you as soon as they arrive, and your order will be shipped promptly thereafter.

Delivery time also depends on the shipping method:

• After shipment, the carrier usually delivers within 48 hours (estimated times, beyond our control).
  
• Once your order is ready, our team will contact you to schedule a delivery date, usually the following week, depending on availability and your location.
  

Delivery times are indicative and may vary depending on product availability, time of year, and the carrier.

Yes, we offer our delivery service (couriers and truck) within a 200 km radius of our Mascouche location.

We also serve certain areas of Quebec City and Gatineau.

For all other locations in Quebec, please contact us,we can confirm delivery availability and provide a quote based on your address and the products ordered.

Yes, our delivery team can bring the items inside, provided there is sufficient space cleared near the entrance of your home or apartment.

Please note that delivery is limited to the main entrance or garage only. All other drop-off points are excluded. Our delivery team does not unpack or install the items.

It is important that someone is present on the day of delivery to receive the items.

If you will be absent and do not have a replacement, it is essential to notify us in advance.

If no one is present at the time of delivery, the delivery team may be required to take the items back.

In such cases, a storage fee of $15 per week will apply, and additional delivery charges will be incurred if the delivery needs to be rescheduled.

We accept payments in cash, by debit card, as well as Visa and Mastercard credit cards, in addition to bank transfers and Interac e‑Transfers.

Please note that American Express cards are not accepted.

If your order is placed in-store but payment must be made remotely, credit card payments by phone are not accepted (for your security). In this case, payment must be made by bank transfer or Interac e‑Transfer.

Yes, your personal information and credit card details are secure on our website.

If your purchase is made through a direct payment gateway, Shopify handles the storage of your credit card information. All data is encrypted according to the PCI-DSS standard, the security standard recognized in the payment card industry (Visa, Mastercard, American Express, Discover). Transaction-related information is retained only as long as necessary to complete your order and is then automatically deleted.

All payment gateways we use strictly comply with PCI-DSS requirements, ensuring secure processing of your data by our store and its providers.

For your purchase, we collect only the personal information necessary (name, address, email). When you browse our site, your IP address is also collected to enhance security and user experience.

With your consent, we may send you communications about our store, new products, and updates.

You can easily and efficiently check the status of your order by contacting our store directly by phone or by using the “Chat with our advisor” feature available on our website.

To cancel an order, you can email us at infoenligne@plomberielpm.ca or call us at 450-474-0175.

Please provide your order number.

Yes, cancellation fees may apply for certain products.

For items specially ordered for you that are not part of our regular inventory, a 30% fee will be retained. These products must be returned to our supplier, which incurs shipping and handling costs.

If you made a mistake with your online order or delivery address, we encourage you to contact the store as soon as possible to correct the information before the order is shipped.

Address change: If the order has not yet left the store, we can update the delivery address. If the order is already in transit, a specific procedure will apply, and additional fees may be charged depending on the situation.

Product error: For in-stock items, it is possible to cancel or modify the order only if it has not yet left the store.

Special orders: Any modifications must be made through our customer service and may incur additional fees.

We recommend contacting us as soon as possible to maximize the chances of correcting your order before it ships.

Return Policy

Products must be returned in new condition, unused and uninstalled. They must also be returned in their original packaging, intact and free from punctures, tears, or markings.

Please note that a 30% fee applies to any product specially ordered for you.

Non-returnable Items

• Custom products
• Toilets and toilet seats
• Shower doors
• Incomplete ceramic boxes
• Gift cards
• Deposits on special orders (non-refundable)

Doors and screens

To ensure these products remain in perfect condition with minimal handling, no returns or exchanges are accepted once they have left our warehouses. For any canceled orders before receipt, a 30% fee may apply for special orders. We recommend carefully reviewing your selection before purchase.

For all other terms, please refer to our Terms of Sale page.

Simply fill out our return request form, which will be promptly processed by our customer service team. You will be contacted within 48 business hours.

If you notice any damage upon receipt, you have 48 hours from delivery to report it to us with photos. In all cases, you must complete the return form so that your request can be processed promptly.

If the product has already been installed or is in the process of being installed, we will assist you with the warranty process and coordinate with the supplier to help you find the best possible solution and ensure your satisfaction. It is the responsibility of the customer and the installer to inspect the materials before installation.

*Variations in tone, veining, and sizing are normal occurrences.*

Warranties are honored by the manufacturer according to the terms provided. Plomberie Mascouche can assist you throughout this process.

Yes, it is possible to receive a refund even if you no longer have your receipt, as we can usually locate your invoice in our system. Please contact our customer service team with your purchase details (date, payment method, product) so that we can process your request promptly.

Making an appointment is not required, but it is recommended.

• Scheduling an appointment usually helps reduce your waiting time, especially when our advisors are already assisting other customers.
  
• Without an appointment, an advisor will be assigned to you as soon as a team member becomes available.

Pickup is available at our Mascouche location. It is important to check out first before collecting your items. Afterwards, our reception staff will guide you to the pickup area.

In-store waiting times may vary depending on customer traffic. However, we have implemented a structured priority management system to respect the order of service and ensure efficient and fair assistance for all customers.

In-store orders: Payment is made at reception. A deposit is required for all orders.

Online orders: Payment is made directly at checkout in your online shopping cart.

Please note that we do not offer installation services for merchandise.

Yes. We have the product expertise (and the right contacts) to support you throughout your project. On our website, you will also find all available documentation in French and English to assist you with product selection, installation, and use.

For on-site technical support, your primary point of contact remains your plumber and the manufacturer’s documentation. On our end, we can help you find the best solution and, if needed, connect you with the manufacturer’s technical support team (in-store, via chat, or by phone).

Yes, absolutely. Our receptionists are happy to answer your questions or direct you to the right person based on your needs.

As we receive a high volume of calls throughout the year, we invite you to complete our contact form and specify your request as well as the time you would like to be called back.

In addition to benefiting from one of the most comprehensive online stores and our large showroom, you also have access to:

• a dedicated expert advisor
• an after-sales service team to help you move forward seamlessly, from product selection to follow-up

You can submit your request through this form, and a designated representative will contact you to provide all the details and activate your registration.

The PROLPM program is a recognition program designed for design and construction professionals. It offers exclusive benefits and personalized support to simplify your offerings to clients and facilitate the completion of your projects.

You can apply through this form, and a designated representative will contact you to provide all the details and activate your registration.

Your clients can simply mention your name, your company name, or your customer number when visiting the store.

For online orders, they can enter this information in the cart comment box. This will allow us to link the order to your account and apply your rebate.