Frequently asked questions (FAQ)

On the first web page that customers visit, a store is suggested to them. This store is assigned by default based on the location supplied to us by the IP address of their internet connection. When customers shop online, they first would like to see the largest selection of products. Eventually, they would like to see all the stores that have the product(s) they want in stock. This gives online customers the opportunity to see the widest choice of products available at a store near them.

Selecting a store allows our system to indicate both the price and availability of the items at this location. RONA operates stores of all sizes and product lines, including big box, building material, proximity and affiliated hardware stores. Product prices and availability may vary by store due to fluctuating geographic market conditions.

Keep in mind that your online purchase is prepared at the store you select, so it's very important for you to validate the address of this location before confirming your order.

To see product prices, you need first to select a store. The prices for some building materials are not available online due to fluctuations in market prices. For more information about these products, please contact your store.

Our goal is to offer you the best price at all our stores. Some stores with specific agreements can offer lower prices on local products. Prices may, therefore, vary according to the specific agreements negotiated by these stores.

The prices shown on this site are in Canadian dollars. These prices do not include taxes, which are added to your bill online.

When product prices and availability are not available for this store, it's not possible for you to shop online and pick up your order. Contact your store directly for more information about their products.

Yes, you can change the store suggested to you. Click on "Find a store" or position your cursor on the store suggested to you under "My store". Click the "Change Store" button. Choose the new store from the proposed list and click "Select". You can also make your selection directly on the map.

Keep in mind that changing stores may change the prices and availability shown on the website for certain products. If you have any items in your shopping cart at the time, it will be emptied since the prices and availability of these products may not be the same as before.

Click "My store" to find out its "Opening hours" and contact information. Click "Details" for information on this store and a map with its location.

To ensure that your store is saved for future visits, adjust your browser preferences to allow this website to keep your cookies and temporary Internet files.

Although a wide range of products is online, some are not. In addition to the items available on the website, thousands of products can be bought in store by placing a special order from our suppliers. For more details, please contact your store.

If the "Add to cart" button is not available when you open the product description, this means that you cannot buy these items online at the selected store. For your store, these products could be out of stock, discontinued or on backorder.

Please check the availability of the product(s) you want at your store or verify their availability at another location to purchase the item(s).

Keep in mind that many building materials cannot be purchased online.

You can see a list of our products online. You can also check out our flyer online. To learn about our promotions, subscribe to our e-news to receive exclusive online offers, special offers, personalized coupons, contest alerts and flyers according to your preferences.

The delay varies from one product to another. Please contact the store for more information.

No, this option is currently only available in some stores. When shopping online, if your store offers you the option to make payments online for the products you select, you can add them to your cart. Otherwise, you can always reserve these products and go to your store to pay for the items and pick them up.

You can use a Mastercard, Visa or Rona credit card to pay for your purchases online — by entering the cardholder name and address on the account statement when you make your purchase. Credit cards are the only payment method for shopping online.

No, your official sales receipt will be given to you when you complete the transaction at the store where you pick up your items. You will need to bring your "Ready for Pick-up" email with you as proof of purchase. This notice includes a copy of your consumer agreement. You should keep it in your records for future reference.

Upon confirmation of your order, we will validate the credit card you used. The payment will automatically be charged to your card when the transaction is completed online.

As soon as you place your order, you will receive a confirmation email. When your order is ready at the store, you will be sent another email notifying you to pick it up.

Most of the products you can purchase online are available within two hours of placing your order. If the quantities you request are not available in store, we may need a longer time to process your purchase. Please wait for your confirmation email before you go to the store.

Our order processing times are listed in product descriptions for items that can be purchased online. It takes us two hours to process orders for products that are available in-store and seven to 10 days if the items must be ordered from our distribution centre.

When you access your shopping cart, the final processing time for your order will appear on the top of the page. If your cart contains only products available in two hours, the estimated prep time for the order will be two hours. If one of the items on the order is available within seven to 10 days, it will take us seven to 10 days to get it ready for pick-up.

It's important for us always to keep you informed should we encounter any delays in processing your order. An employee from your store may need to contact you to discuss certain circumstances about your order.

When you receive an email from us telling you that your order is ready for pick-up, simply go to your selected store and locate the pick-up zone poster. You must bring your identification.

After you receive the email confirming that your order is ready, you will have 7 days to pick up your order. If your order is not picked up within this period, we will cancel it and refund you on your credit card.

You can return a purchase made through the RONA inc. website in one of the following ways:

• Online: if the order has not been processed, you can cancel your order through the Returns and Orders page
• In Store: contact the store selected during your purchase
• Customer Service: call 1-866-283-2239 (toll-free) Monday through Sunday, between 8:30 a.m. and 7 p.m. (ET)

You must indicate the number of the order you wish to cancel.

If your order has already been shipped, you cannot cancel or modify it. Once you have received your order, you can request a refund with Customer Service.

You can return a purchase made through the RONA inc. website in one of the following ways:

• Online: you can return your product using the Returns and Orders a>page
• In Store: you can also return the product to the store where you picked up the order by presenting your sales receipt
• Customer Service: call 1-866-283-2239 (toll-free) Monday through Sunday, between 8:30 a.m. and 7 p.m. (ET)

Yes, the same warranties apply to both online and in-store product purchases.

Some stores offer delivery. You must make arrangements with the store. Click the "Details" button for this store to get the contact information you need.

Yes! Many stores offer installation services. Visit our "Installation Service" section for more details. To find a store with this service, check out our list of participating stores.

No matter how big or small you plan to make your project, you're sure to find experts who can help and guide you every step of the way.

No, you can make a purchase as a visitor. You will, however, need to enter your information, allowing us to validate your identity when you pick up your order.

When you purchase online, it is possible to indicate a third party for in-store pick-up. This person must be 16 years old or older. In store, the authorized person must bring a copy of the confirmation email as well as a piece of government-issued photo ID.

Gift cards have no monetary value unless activated by RONA Inc. or an authorized dealer. When you purchase a gift card at a store, it can be activated for an amount ranging from $10 to $500.

When you purchase a gift card online, it can be activated for an amount of $30, $50, $75, $100 or $250.

The gifts cards purchased online will be delivered to your home. However, you can buy a gift card directly at one of our stores.

Gift cards are redeemable only for the purchase of taxable goods or services at participating retailers. At the moment, you cannot pay for an online purchase with a gift card.

No.

You may check the balance of your gift card by dialing 1-866-277-1704, online at https://www.rona.ca/en/gift-card-balance-inquiry, or directly in-store.

The gift card can be used up to its total value to pay for your purchases at all RONA and RONA+ authorized and participating retailers in-store only.

Terms and conditions: Redeemable at participating RONA stores. Gift card program conditions: By activating and/or using this gift card, you agree to the terms and conditions specified here, which may be modified by RONA Inc. without notice in accordance with applicable laws. This card can be used up to its total value in Canadian dollars, to make payments for purchases at any participating RONA banner stores and other banners designated by RONA Inc. This card cannot be converted into cash, is non-refundable (except in Quebec, where any balance of $5 or less can be refunded upon request by consumer), and cannot be used to make payments on a line of credit or credit card account, to purchase other gift cards or to pay for purchases on www.rona.ca. RONA Inc. and participating stores may not be held responsible for replacing or honoring this card if lost, stolen or damaged. This card has no cash value until activated by RONA Inc. or a participating store. This card is not subject to any fees and has no expiry date. Treat the card issued by RONA as cash.

Via the www.rona.ca website, you can purchase RONA gift cards online across Canada, except the Yukon, Nunavut, Northwest Territories and Quebec’s Far North. These purchases are also governed by conditions below applicable to online gift card purchases. Please take the time to read them carefully, as purchasing gift cards through the website, you agree to be bound by these conditions and any changes made by RONA from time to time.

No returns and no cancellations on gift card orders. No monetary value, non refundable (except in Quebec, where any balance of $5 or less can be refunded upon request by consumer)

The delivery of gift cards purchased through the www.rona.ca website is available across Canada, except the Yukon, Nunavut, Northwest Territories and Quebec’s Far North.

The time of delivery of gift cards varies by destination. Gift cards are normally delivered 2 to 5 days following the confirmation of your order in major urban areas and within approximately 7 business days for remote locations. However, orders placed after 12:00 p.m. (ET) on Friday will not be processed until the following Monday.

You order is subject to the delivery policies and procedures of Purolator’s shipping service, which is the courrier service RONA uses to deliver gift cards purchased on its website.

Please note that your gift card will be shipped by Purolator, even though it was ordered at the same time as items that will be delivered by truck or picked up in store.

Once your order is shipped, you will receive an email with the Purolator tracking number so that you can track your order online.

If you have lost the email or have not received it, please contact our Customer Service team Monday through Sunday, between 8:30 a.m. and 7:00 p.m. (ET) at 1-866-283-2239.

Yes. Gift cards are reloadable only in-store.

Our goal is to provide you with the best online shopping experience possible. If you would like to give us your feedback about any online experience, please contact our Customer Service department. One of our representatives will respond to your request as soon as possible.

If you have any questions, please contact Customer Service at 1-866-283-2239 from Monday through Sunday, between 8:30 a.m. and 7:00 p.m. (ET).

Samsung Electronics Canada Inc. today confirmed it is working with Health Canada regarding potential safety issues for certain top load high-efficiency washers, manufactured between March 2011 and April 2016.

Washing bedding, bulky or water-resistant items at certain settings may cause the machine to experience abnormal vibrations which could pose a risk of personal injury or property damage. There have been no reports of personal injury in Canada.

Consumers with affected models should use the lower speed delicate cycle when washing bedding, bulky or water-resistant materials. To determine if you have an affected model, Canadian consumers should visit the following websites

Important Notice Regarding the Recall for certain Samsung top-load, high efficiency washers.

Additional details will follow shortly.

Only certain top-load models are affected. Washing bedding, bulky or water-resistant items at certain settings may cause the machine to experience abnormal vibrations which could pose a risk of personal injury or property damage. There have been no reports of personal injury in Canada.

Consumers with affected models should use the lower speed delicate cycle when washing bedding, bulky or water-resistant materials. To determine if you have an affected model, Canadian consumers should visit the following websites:

Important Notice Regarding the Recall for certain Samsung top-load, high efficiency washers

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected. To determine if you have an affected model, Canadian consumers should visit the following websites:

Important Notice Regarding the Recall for certain Samsung top-load, high efficiency washers

Additional details will follow shortly.

Only certain top-load models are affected. Washing bedding, bulky or water-resistant items at certain settings may cause the machine to experience abnormal vibrations which could pose a risk of personal injury or property damage. There have been no reports of personal injury in Canada.

Reports to property damage are rare. And there are no reports of injury in Canada

It’s a very rare occurrence that has affected a small fraction of units sold in the marketplace. Samsung customers have completed hundreds of millions of loads without incident since 2011.

There are no reports of injury in Canada

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected. Washing bedding, bulky or water-resistant items at certain settings may cause the machine to experience abnormal vibrations which could pose a risk of personal injury or property damage. There have been no reports of personal injury in Canada.

Consumers with affected models should use the lower speed delicate cycle when washing bedding, bulky or water-resistant materials.

There have been no reported incidents when using the lower speed delicate cycle.

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected.

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected

Samsung Canada is working with Health Canada and its retail partners on a corrective remedy. Additional details will follow shortly.

Only certain top-load models are affected manufactured from March 2011 to April 2016. Front-load units are not affected.

Please call 1-855-291-6251

You must pay before the installation work begins. Certain conditions apply for financing services.

Yes, a 50% deposit is required when you sign the installation services contract. The remaining 50% must be paid before the work begins. Alternatively, the fee can be paid in full when signing the contract.

Depending on the type of project, the payment can be made in store, through our call centre, or at your home with our mobile payment system.

We accept payments with Visa, MasterCard or by cheque. Credit is also available*. Payments in cash can be made in-store only. * Eligibility subject to Fédération des caisses Desjardins du Québec (“the Federation”) approval

Absolutely! Our flexible payment plan offers various financing options enabling you to pay in installments.

The costs of fixed-price installations are available in store or through our call centre. For a renovation project, please visit a RONA store to obtain a price quote.

We do price quotes from Monday to Friday. We can, however, make special arrangements to come at another time if you are unavailable on weekdays.

No, at the quote stage, you are under no obligation to accept it. A quote is valid for 30 days. Please note that if the contract has been signed, if the work has begun, or if the materials required for your project have been ordered, a cancellation fee will be applied.

Our installation services are available within a 35-km radius of each RONA store. Certain fees are applicable if you live outside this radius. If an installation service is not available in your area, we suggest you consult “Smart Reno,” a home-renovation referral service, which will provide you with three qualified contractors who are available to carry out your project.

Yes, all our installations are under warranty for one year. Additionally, certain materials used in the project may be covered by an even longer warranty.

Labour is always under warranty for one year (there are exceptions for certain services). Parts and materials are covered according to the manufacturer’s warranty.

Please contact RONA’s call centre if your project was a fixed-cost installation. For a renovation project, please contact the RONA store where the contract was signed.

Yes, all RONA installers have liability insurance.

Please contact RONA, as it is with us that you signed the contract.

No, they are independent certified installers who have been carefully selected according to RONA standards.

We select installers based on their exemplary business practices. We make sure their licenses are up to date, that they have no criminal record, and that their customer references are positive. We validate their tax numbers and also perform a credit check. Furthermore, they must comply with the requirements of RONA’s code of conduct.

For peace of mind! Thanks to our certified installers, guaranteed labour and the available credit, your installation project will be a stress-free and seamless process, that meet all your needs.

Throughout the project, we provide constant customer care. Upon project completion, both the installer and customer inspect the work that has been carried out to ensure that it meets the customer’s expectations. If all is approved, the customer signs a work acceptance form. Finally, we contact each customer after the installation is completed asking them to fill out a survey for feedback on the job’s execution.

You can call us toll-free at 1 855 RONA-123 (1 855 766-2123).

Please call us toll-free at 1 855 RONA-123 (1 855 766-2123).

Please call us toll-free at 1 855 RONA-123 (1 855 766-2123).

No, we do not offer such services at this time.

For projects such as minor plumbing work, water heater installation, and general assembly, the installation process can be carried out in a few hours. For more significant projects, the duration varies depending on the project’s complexity and the tasks involved.

For small projects, the work is usually done within a few days following the purchase. In the 24 hours following your purchase, our call centre will contact you. Following that, the contractor will call to book an appointment with you.

For major projects such as kitchen and bathroom renovations, please allow additional time for essential steps including in-store consultations to create the plan, measuring process, and work order issuance.

Bear in mind that product availability, weather conditions, client availability, and work area conditions may have an impact on project timelines.

Here are a few examples of project timelines:

• Kitchen installations: between eight and twelve weeks once the order has been placed
• Doors and windows: three to six weeks once the order has been placed
• Roofing: 15 to 30 days once the order has been placed
• Exterior cladding: 15 to 30 days once the order has been placed (subject to product availability)
• Heat pump: 15 to 30 days once the order has been placed

The contractor will be equipped with all necessary tools to take the measurements and to carry out the installation. It’s always preferable that the work area and adjoining hallways be completely cleared of obstacles and unnecessary items to facilitate the installation process and freedom of movement. Any required materials and products must have been paid beforehand by the customer

The installers carry out the work during regular daytime work hours. If the customer cannot be present, a person aged 18 years or older must be present for the visit or installation. .

We will do our utmost to find a mutually convenient time so that the installer can carry out the work.