FREQUENTLY ASKED QUESTIONS (FAQ)

Online account

I forgot my password, what can I do?

• You can request a new password for your potvinbouchard.ca customer account directly on our website. Follow these instructions to request a new password.
• Please note that the ID and password for your BMR 360 card cannot be used to log into your potvinbouchard.ca customer account. If you do not have a customer account, you must first create one. Click here to create a potvinbouchard.ca customer account.

Do I need an account to make an online purchase?

• No, it is not necessary to create a customer account to order products online. However, the customer account offers you several advantages, such as tracking the status of your orders, viewing your online shopping history, and viewing your saved wish list of products for future purchases.

Ordering online

How can I be sure my order was received?

• As soon as your order is placed, you will automatically receive a confirmation email indicating that your order has been received.

I can't complete my order; can someone help me?

• Contact our customer service department at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

Why do I need to choose my BMR store?

• Selecting BMR store allows us to confirm the selling price and availability of the items in a store near you. Prices and availability of products offered may vary from store to store.

I would like to cancel my online order, what can I do?

• Contact our customer service department as soon as possible at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

I made a mistake in my online order or my mailing address, what can I do?

• Contact our customer service department at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

How can I take advantage of the online liquidation?

• Prices of products in the Online Liquidation section of bmr.ca are valid for online orders only, even if the products in this section are also available in store. Prices are valid while supplies last, and quantities may be limited.

How will my online order be delivered?

• If you select home delivery, your online order will be delivered by Purolator.

*Groupe BMR inc. will ship the product(s) you have ordered using the delivery method and the address indicated in the order confirmation. The delivery times provided by the company are estimates only. Groupe BMR inc. declines all responsibility for damages or costs resulting from any delay in delivery. No guarantee is offered as to delivery times.

What are the delivery times?

• Please allow 7-10 days for your online order to be received.

How far do you deliver?

• We deliver across Canada

*Orders and deliveries to remote or isolated areas may be subject to review by our customer service department. Additional shipping charges may apply to deliveries to rural, isolated or remote areas as well as to the Territories, at the sole and exclusive discretion of Groupe BMR inc. Groupe BMR inc. reserves the right to cancel or modify an order at any time. If an order is cancelled by Groupe BMR, the customer will be notified by email as soon as possible.

How much does parcel delivery cost?

• Shipping to the provinces of Québec, Ontario and New Brunswick is free for all online orders of $49 or more before taxes. If your order does not total $49, you will be charged a fee of only $6.99. 
• For the other Canadian provinces and territories (British Columbia, Alberta, Saskatchewan, Manitoba, Nova Scotia, Prince Edward Island, Newfoundland and Labrador, Yukon, Northwest Territories and Nunavut) a delivery fee of $45 applies regardless of the total amount of the order
• Surcharge fees may apply for items over 70 lbs (31 kg) or 48 inches or longer. A member of our team will contact you for details.

*Unless otherwise noted, prices for products listed do not include shipping and handling charges or applicable federal, state or provincial sales taxes. Shipping and handling charges and taxes will be listed separately in the order confirmation for each order, as applicable. **Exceptions: Carports, large barbecues, baths, water heaters, showers, large patio sets, stoves and fireplaces, trailers, building materials, power equipment, toilets, large vanities, ceramics and flooring, batteries, and some brands of paint.

Can I pick up my order online at my Potvin & Bouchard dealer?

• If you have selected home delivery, your items will be delivered to the postal address you provided when you made your online purchase. To pick up an online order from a merchant, you must select the store pickup option when ordering online. Please note that this option is currently only offered by a few stores. Find a store that offers this option. Please note: you cannot change the delivery option once the transaction is complete.

How do I track the status of my delivery?

• A confirmation email with your Purolator tracking number will be sent to you when your order is ready to ship. With this number, you can track the status of your delivery using the Purolator website. You can also track the status and delivery of your order by logging into your Potvinbouchard.ca customer account.
• If necessary, contact our customer service department at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

How long does delivery take?

• Delivery times may vary from one store to another and depending on the time of year. The store will contact you the same day on orders placed before 2 p.m., otherwise within 24 hours, to schedule the delivery date with you.

How much does it cost to deliver by truck?

• The delivery fee by truck is $65.
• For your handling needs and any other special requests, please advise your selected store. Additional fees may apply.

How far do you deliver?

• We offer truck delivery up to 50 km from our delivery centres.
• Your postal code will be requested and validated while making your online purchase, to confirm if we can deliver to your address.

• We ask our customers to be available at the address provided on the day of delivery. In case of absence, additional fees may apply.
• A photo ID will be requested upon delivery of your order.

Where will the products in my order be delivered?

• Groupe BMR offers delivery to the customer's parking lot. For specific requests, contact your store for more details.

How long does it take to process my order?

• Order picking for the in-store pickup option usually takes only a few hours.
• If the store does not have all the items you ordered in stock, please allow seven to ten business days for processing.

How will I know when my order is ready?

• You will receive a confirmation email when your order is ready for pickup. Please wait until you receive this email before going to the store.

Where do I go for in-store pickup?

• When you receive the email confirming that your order is ready, simply go to the online order pick-up counter, which is usually located at the front of the store. Look for the Online Orders or Commandes en ligne sign. Please remember to have your photo ID on hand.

When my order is ready, how long do I have to pick it up at the store?

• Once you have received the email confirming that your order is ready, we ask that you pick it up within 10 days. If you are unable to pick up your order in time, please contact your Potvin & Bouchard dealer and advise them.

How do I cancel my order?

• Contact our customer service department at 1-888-504-0247 or by email [email protected]. A member of our team can assist you Monday through Friday, 8 a.m. to 5 p.m. ET.

Can I cancel my order, even if it is ready in the store?

• Yes. However, since the order will already have been billed, we will have to refund your credit card.

Is the confirmation email considered an official invoice?

• No. You will receive your official invoice when you pick up your order in store. Your confirmation email showing the order number can be used as official proof of purchase.

When is my order charged to my credit card?

• We will preauthorize your purchase once the items are set aside in the store or shipped from our distribution centre to the store, if the store does not have the items in stock. Delivery time from the distribution centre to the store is approximately seven to ten business days.
• Please note that your invoice may show two amounts when the items in your order come from both the store and the distribution centre.

I still haven't received a tracking email for my order. What should I do?

• A confirmation email is sent to you within minutes of placing your order online, and another email is sent to you when your order is ready for pickup in store. If you have not received a confirmation email or follow-up, please contact our customer service department at 1-888-504-0247 or by email at [email protected]. You can speak to a representative Monday through Friday, 8:00 a.m. to 5:00 p.m., ET.
• Please note that some of the items in your order may originate from our distribution centre, which may cause additional order preparation time of up to 10 business days. In this case, you may receive a follow-up email within seven to ten days of your online order.

Can I have my order delivered if I have chosen in-store pickup as an option?

• Some stores may offer truck delivery. However, additional fees will apply. We recommend that you contact your Potvin Boucard dealer to learn about the possibilities.

 Payment method

What payment methods can I use to pay for my order?

• You can pay with Visa, Mastercard, American Express, or PayPal.

Returns and exchanges

How do online order returns work?

• Learn all about returns by reading the Return and Exchange Policy.

The product I ordered online was damaged when I received it, what can I do?

• Contact our customer service department at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

The product is defective, what can I do?

• Contact our customer service department at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

Can I return my defective or broken product to the store?

• Yes, it is possible to make a return in store, but you can also contact our customer service and return your item by mail.
• Please note that if your order was picked up at a store, you can only return it to the store. 

I no longer have the original packaging for my product and would like to exchange it, what can I do?

• Unfortunately, it is not possible to return a product without the original packaging.

I no longer have my invoice; can I get a refund?

• For online ordering - Contact our customer service department at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.
• For in-store purchases - Contact your local dealer to discuss the situation. Find your merchant's contact information in the store locator.

Price

There is a pricing error on my order, what can I do?

• Contact our web customer service at 1-888-504-0247 or by email at [email protected]. A member of our team can assist you Monday through Friday from 8 a.m. to 5 p.m. ET.

Does the price posted on the website include taxes?

• No, provincial and federal taxes will be added at the time of finalizing your online order.

Experience

Why can't I find a product I saw at my Potvin & Bouchards dealer?

• It is possible that some products available in store are not displayed on our website. Availability may also vary from one Potvin & Bouchard dealer to another.