FREQUENTLY ASKED QUESTIONS - FAQ
PAYMENT & GIFT CARD
What payment methods do you accept?
When you make an online purchase, we accept Visa, MasterCard and Discover.
Where can I get gift cards?
Gift cards are available in store for the amount of your choice. Please note that our gift cards cannot be redeemed online, only in-store.
INVENTORY & ORDERING
I don't see any used appliances on your site. Do you still sell used/refurbished appliances?
Of course we do! The inventory of our used appliances is very variable and changes quickly. For the moment we do not offer the purchase of used/refurbished appliances on our Online Store.
Please visit our store located at 1551 Laurier East (Fabre Corner).
It is mentioned "in process of supply" for the availability of some items. Can I still order?
Yes, you can order and ensure that you can be delivered as soon as we have the item in stock. We will contact you to set a delivery date.
Our supplier is uncertain about the delivery time of the stock. In order to provide you with the best possible service, we strive to indicate and update all our items.
However, the dates we indicate may be changed at any time following instructions from our supplier.
It is mentioned "Drop ship" for the availability of certain items. What does the term "Drop ship" mean? (THIS OPTION IS TEMPORARILY UNAVAILABLE )
Who doesn't like choice when shopping...That's why we offer you a wide selection of appliances, replacement parts and cleaning products. But we can't have them all in stock in our warehouses. Drop ship allows us to deliver your item quickly; directly from our supplier to your home.
Our delivery times for Drop ship are 2-3 business days for replacement parts and 5-7 business days for appliances.
In the event of a longer delay, we will contact you to arrange for an alternative or cancellation.
Can I be notified when a Drop ship item is back in stock at your warehouse?
Yes, we can notify you by email as soon as an item is back in stock in our warehouse. Simply click the "Notify me" box. This feature is only available to site users. If you do not see the "Notify me" box please login or create an account.
RETURNS, CANCELLATIONS AND MODIFICATIONS
Can I get a refund?
All purchases are final.
For any problem with the shipment of your order, please contact us within 5 days of receipt. We ask that you provide a photo reflecting the contents received and specify the reason for your dissatisfaction. We will make sure to review the situation as soon as possible.
For any damage to an appliance during home delivery, please contact us within 48 hours of receipt. We ask that you provide a photo of the damage and the reason for your dissatisfaction. We will make sure to review the situation with our carrier as soon as possible.
Can I change or cancel an order?
For any modification or cancellation, please contact us as soon as possible by email at kEncEmailjogpAswevqvjt/dpn . No order can be modified or cancelled once it has been shipped.
Unfortunately, special orders cannot be modified or cancelled.
Is there a guarantee for the purchased goods?
All our new unpacked appliances are covered by the manufacturer's basic warranty. You can also purchase our protections. For these appliances, if the price is higher than 1000$ we TRIPLE THE MANUFACTURER'S WARRANTY!!!
For Excelsior brand products, we offer the 30-day risk-free "Love it or your money back" warranty with no restocking fees.
All replacement parts are guaranteed by the manufacturer for 90 days.
SHIPPING & HOME DELIVERY
How do you ship my order?
For replacement parts and maintenance products we offer shipping anywhere in Canada through our partnership with Canada Post.
FREE SHIPPING for orders of 100$ and + before taxes.
Fixed rate of $7.50 + taxes for orders between $75 and $99.99 before taxes
Fixed rate of $10.00 + taxes for orders under $75.00 before taxes
I need my order in a very short period of time, can I opt for expedited shipping?
At the moment we do not offer expedited shipping. If you have any questions regarding the shipping of your order, please do not hesitate to contact us by email at kEncEmailjogpAswevqvjt/dpn.
Can I track the delivery progress of my order?
Once your order is in The Canada Post's hands, you will receive your invoice by email with a tracking number and a direct link to track its progress directly in Canada Post app. You will then be able to track your order at any time.
Please note that if you are absent at the time of delivery, the order will be sent to the nearest post office.
It is your responsibility to contact Canada Post if you wish to make a 2nd delivery attempt before the 5-day deadline. In the event that the order is returned to us, a new delivery can be made at your expense.
Is home delivery of appliances free and offered everywhere? What are my delivery options? (COVID-19 PANDEMIC CHANGES)
Home delivery is free for orders of $479 or more before taxes.
Our home delivery charge is $25.00 for other orders.
We offer delivery to most regions throughout Quebec. Delivery days vary according to your location.
Contact our customer service to verify if the day you want is available.
For direct shipping, the carrier designated by our supplier will contact you as soon as your order is ready for delivery.
Disclaimer: We only deliver to the Montreal area. See the area on the map.
This inconvenience is due to the COVID-19 pandemic. We will inform you as soon as our appliance deliveries can restart towards Quebec and Canada.
When can I expect to receive my appliances?
Delivery time for appliances in stock ranges from 5 to 7 business days. For appliances in stock with our suppliers our delivery times generally vary between 5 to 7 business days. As soon as the merchandise is available, our staff will contact you to schedule a delivery date.
For online purchases it is possible to include delivery instructions and a required date in the "Order Information" section when placing the order. Please note that the date indicated in this section is for information purposes only.
How can I check the status of my order? (Does not apply to Drop ship from our suppliers).
As soon as your order is ready for delivery we will contact you to schedule/confirm your delivery date.
At the time of purchase or upon confirmation of your delivery date we will send you a first message (sms or email) to track the progress of your order with our "CigoTracker" application. Use the external link included in this message to track the status of your order until delivery.
If you have any other questions about the status of your order, we recommend that you contact the customer service.
Is it possible to track the delivery of my appliances?
Nothing could be easier thanks to our "CigoTracker" application.
Does not apply to Drop ship from our suppliers.
If you know your access delivery code please click here.
For more details, please consult our Delivery Service section.
My delivery date has been confirmed and the status of my order indicates "Pending" in the CigoTracker m tracking application. Is this normal? (Does not apply to direct shipments from our suppliers).
This means that your delivery has been added to our delivery management application but has not yet been assigned to an operator. As soon as our carrier has completed the delivery planning the status will be changed to "Planned". Delivery planning is normally carried out the day before your delivery between 16:00 and 18:00.
If on the day of your delivery the status of your order indicates "Pending", we invite you to communicate with our customer service as soon as possible.
Is the delivered merchandise unpacked?
Our delivery people will unpack the merchandise, except for items that need to be assembled. To find out about all the delivery terms and conditions and to benefit from impeccable service, please consult the section Our Delivery Service.
Do you offer installation services?(Does not apply with Drop Ship from our suppliers)
We offer installation services for washers, dryers, laundry bunk modules at very competitive prices in our local delivery areas.
Additional charges apply for moving / removing appliances, stacking and de-stacking front laundry units or installing pedestals.
We can also reverse doors free of charge if requested at the time of purchase. (Some conditions apply)
Can you pick up my old appliances when you deliver the new ones?
Yes, we can pick up your old appliances, if requested at the time of purchase, for a non-refundable fee of $15 per appliance. The appliance to be taken out must be of the same type and size as the one purchased.
If you have paid for the removal of your old appliances, please ensure that all of the following items are completed BEFORE delivery:
- The appliances must be disconnected from all water, electricity and gas connections and emptied.
- Stacked front laundry appliances must be un-stacked.
We do not perform the uninstallation of pedestals. If you choose to keep them, make sure they are uninstalled BEFORE delivery. Our delivery personnel cannot install new appliances on your old pedestals. There are additional charges for moving appliances, stacking bracket assembly, stacking and de-stacking front laundry appliances and installing pedestals.
IN-STORE PICK-UP (THIS OPTION IS TEMPORARILY UNAVAILABLE - full details about the COVID-19)
When can I pick up my order at the store?
You will receive an email letting you know that your order is ready! You will then be able to pick it up during our opening hours.