Frequently Asked Questions
Order & Payment
How can I know the status of my order?
Once your order has been placed, it will be added to your list of orders under My Orders in your jardindeville.com account. If you placed an order under a guest account, you will receive the details of your order by e-mail.
Can I cancel or make changes to my online order?
Changes cannot be made to an online order once it has been submitted. If you wish to cancel your order, please contact the customer service team to confirm the cancellation of your order, prior to receiving our email that your order has been shipped.
I haven’t received any confirmation of my order. Should I be worried?
If you do not receive an email confirmation regarding your order within 24 hours, please contact our customer service team.
What are the accepted methods of payment?
Jardin de Ville accepts major credit cards issued in Canada, currently limited to Visa, MasterCard, and American Express, as well as payments made via PayPal. We do not accept any other payment methods online at this time.
How do I use a promotional code?
Once you’ve selected products to order, click the cart icon in the top right-hand corner of the screen, then select View Cart. Enter your code in the Promotional Code field in the order summary, and click Apply Code.
Shipping & Delivery
Which shipping methods are available?
Jardin de Ville offers various delivery services for online orders in the Provinces of Quebec and Ontario. Available options for delivery will be presented to you in your shopping cart during the checkout process. You will have the option to select pickup at a store or distribution centre (free of charge) or home delivery.
When will my order ship?
Once your order has been placed, you will receive an email shortly that includes an update on your expected delivery date. The email will include three possible options: a tracking number that will enable you to follow your delivery with one of our delivery partners, a message that our delivery service will contact you to make an appointment for delivery or a confirmation that your order is ready for pickup.
How can I track my package?
Orders shipped via Canada Post or FedEx will generate a tracking number that you will receive by email as soon as your order ships.
What is the distribution center pickup process?
As soon as your item is ready for pickup, we will send you a confirmation email. You will need to show a copy of your confirmation email and a piece of photo ID to collect your order.
For more details on the pick-up process, please refer to our Shipping page.
Returns & Exchanges
What is your Return Policy?
If your purchase of products does not meet your expectations, if the product is defective or damaged, we will be pleased to resolve the situation. Please refer to our Return Policy for more details.
How do I exchange or return a purchase online?
I returned an item. When will my refund be processed?
All refunds will be issued within seven working days following our receipt of the returned product. You will be notified by email when the refund has been processed. Please note your financial institution may require additional processing time to credit your account. If the refund does not appear in the established time frame, please contact our customer service team.