Shipping & delivery

Proper delivery of your purchase is our priority. We will be sure to fulfill your order efficiently and to offer you a pleasant experience.

We offer various delivery options for online orders in the provinces of Quebec and Ontario. For delivery to another Canadian province or remote areas, please contact our customer service team.

For online purchases, you can either pick up your order in-store or at a distribution centre, or select the home delivery option during checkout.

Unless otherwise specified, delivery and installation costs will be applied according to the rates in effect and according to the option chosen by the customer.

Pickup

You are welcome to pick up your order in-store or at a distribution centre at no charge. 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.

Size matters, so make sure your pickup vehicle is big enough to securely transport your order its original packaging. If you do not arrive in an appropriately sized vehicle, we will ask you to sign a form accepting the product “as is” and forfeiting the right to return your order, which will be made null and void by Jardin de Ville.

 

In-store

In-store pickup is available at the Jardin de Ville stores at Home Société in Ottawa and Toronto. For business hours, please visit our Stores page.

Since our stores have limited storage space, we ask that you collect your order as quickly as possible. In the event that you will not be able to pick up your order for several days, please notify our customer service team as soon as possible.

 

Distribution Centre

We have three distribution centres, all located in the province of Quebec. Please consult their business hours to coordinate your pickup.

 

Laval (QC)

Address : 2345 Autoroute des Laurentides
Laval, (QC) H7S 1Z7

Opening Hours :
Monday to Friday, 9:00 A.M. to 3:00 P.M.
Saturday Closed
Sunday Closed


Quebec City (QC)

Address : 100, Chabot Street
Quebec City, (QC) G1M 1K2

Opening Hours :
Monday to Friday, 8:00 A.M. to 5:00 P.M.
Saturday, 8:00 A.M. to 4:00 P.M.
Sunday, Closed

Home Delivery Service

Unless otherwise specified, delivery and installation costs will be applied according to the rates in effect and according to the option chosen by the customer. Available options for delivery will be presented to you in your shopping cart during the checkout process.

A white-glove delivery service which includes assembly and installation is available for orders of $1000 or more, and is mandatory for orders of $5000 or more. This service excludes outdoor fireplaces and planchas. For pavilions and pergolas, a specialized installation team is available for a fee.

Once your order has been placed, you will receive an email 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;
  • A confirmation that your order is ready for pickup.

Deliveries made by our delivery partners Canada Post or FedEx are made Monday to Friday between 8:00 A.M. and 5:00 P.M.

The accuracy of the delivery address and telephone numbers is the customer's responsibility. Jardin De Ville assumes no responsibility for any delay or failure to deliver as a result of incorrect or incomplete contact information.

 

Prior to Delivery

In order to ensure an efficient and safe delivery, please make sure to measure the height and width of your doors, balcony, patio or outdoor space, including stairways, elevators and fences, where applicable. Please ensure that your ordered products can easily fit in or through all of these areas. The dimensions of our furniture are available on our website on the product page.

If your product does not fit and thus is unable to be delivered when delivery takes place, your delivery fees will not be reimbursed and you will be charged fees for the return of the product.

Please note that additional fees may apply if delivery must be made using a lift (hoisting from a balcony or window), or to a dwelling situated on the 4th floor or above in a building that does not have an elevator.

 

Changing your delivery

All requests to change your delivery must be made to our customer service team at least 48 hours prior to the scheduled delivery time. If you do not communicate with us in this time frame, changes in delivery will not be possible and additional delivery fees may be required.

 

At the time of delivery

It is the customer's responsibility to ensure that the delivery can be made in adequate conditions, which includes but is not limited to: verifying the accessibility of the premises, clearing the area where the furniture will be placed, and validating the availability of the elevator, ramp or loading dock. The customer must notify Jardin De Ville of any issue(s) that could interfere with the successful delivery of the order. It is also the customer's responsibility to check the condition of the package at the time of delivery.

A person aged 18 years and over must be present at the time of delivery so that you may verify the accuracy and the state of your order. A packing slip will be given by the delivery person. It is highly recommended to review this packing slip immediately and to inform the delivery person of any issues.

Where delivered products are damaged, defective, or there was an incident during unloading, you should report the problem to the delivery person immediately, who will note the nature of the problem on the packing slip. At that point you may refuse delivery, or you may keep the damaged or defective product. In the latter case, our customer service department will communicate with you within two business days.

 

Shipment by independent carrier

Jardin De Ville accepts no responsibility with respect to deliveries subcontracted to an independent carrier. Any delay in delivery after the merchandise has left our warehouse at the scheduled time will not be the legal responsibility of Jardin De Ville. In such cases, no compensation will be granted. In addition, Jardin De Ville cannot be held liable in the event of a problem or dispute with an independent carrier (delay, strike, loss, damage, etc.). In such a case, the dispute must be resolved directly with the carrier concerned.

Fulfillment time

Jardin De Ville is dependent on the delivery schedule of its suppliers. Products are offered subject to supply availability, and thus, within a non-guaranteed time frame. If a delay or stock shortage prevents the delivery of an ordered item within a reasonable time frame, Jardin De Ville will notify the customer in order to determine an appropriate solution.

Storage fees

Once notified the order is ready, the customer is responsible for coordinating pickup or delivery . If the order has not been collected within 90 days of notification, a monthly storage fee equal to 1% of the order value (or a minimum of $150) will be charged to the customer.