Pickup and Delivery

We ship to Canada only.

We usually commit to ship your order within 4 to 6 working days, however during special events and other deals, this may take up to 30 working days according to Article 54.9 of the Consumer Protection Act (CPA). Rest assured that we are doing our best to prepare your order as soon as possible.

Shipping is free* in the province of Quebec for orders of $125 or more, when shipping fees do not exceed $14, excluding remote areas. For orders under $125 or deliveries across Canada, dynamic fees apply based on size, weight, and fragility. These fees are automatically applied by the carrier's API.

*Please note that delivery is not available for items that are too heavy or oversized. These are identified by a blue dot “Pickup only”. Conditions apply, some locations are not eligible. Please contact us by email for more information.

 

1. Door delivery option (local delivery):

Once the order has been completed, our team will contact you by email to agree on a time slot for delivery.

You must make sure that the item delivered is perfect for your home (dimensions, color, etc.) since sales are final; we will not take it back otherwise, except in specific cases mentioned in our terms of sales.

“Door” delivery means that your item will be taken out of the truck/cube truck with a platform lift, and brought as close as possible with a dolly within the realm of the possible. For example, this is not possible for a mattress because it is too soft. Since we do not have a team of movers to lift the items, they will be left as close as possible to your front door, and you will need to move your item into your home by yourself.

2. Shipping mistake

Each order is double checked to reduce the possibility of any mistakes. However, if you notice an irregularity in your order, please notify us within 10 days after receipt at orders@chapaubaines.com for a follow-up.

As we are a clearance center, we do not offer exchanges or refundst except in specific cases mentioned in our terms of sales.

 

3. Pickup in store

Once your order has been paid for, please allow 2-4 business days for your order to be prepared and ready for pickup. You will receive an email telling you to go to the store, please do not show up before then. You will need to mention your name and order number.

You may send someone else to collect your order for you. We will ask for an ID card and your order number. Please make sure to tell them.

 

4. At pickup time

Step 1: Collect your order
Once you are at our pickup counter, please introduce yourself to our staff with your order number and an ID. We will then show you the items ordered.

Step 2: Check the items
We advise you to take some time to check if the items received are in compliance with your order and that they are in perfect condition. This step is crucial to ensure that you are satisfied with your purchase.

Step 3: Sign the compliance document
If the items are in compliance with your order and you are satisfied, please sign the document which certifies that you have checked the contents of your order. This signature is important because it certifies the status and compliance of the order at pickup time.

Step 4: Agree to our refund terms
Please note that after signing the document, there will be no refund (except in specific cases mentioned in our terms of sales). If you choose not to check the items at pickup time, it is your responsibility, and no refund can be offered.

We thank you for your understanding and cooperation.

These steps ensure the best possible shopping experience for our customers. If you have any questions, please ask our staff for assistance.

Make sure you understand each step of this procedure before signing the document. If you need further explaination, our staff will be happy to help you.

 

5. Hold period
You must collect your order within 30 days of purchase, otherwise it will be cancelled and a fee will be applied on your refund ($5 on orders of $49 and less and 10% on orders of $50 and more). You will be notified by email 14 days before the refund. If you need an extension, please contact customer service.

 

6. Cancellation policy
Should you wish to request an order cancellation or return, CHAP Aubaines will review all situations on a case-by-case basis.  If the item does not match the description or has an unspecified defect, you may be eligible for an exchange, a repair, or a refund , or a refund according to our terms of sales..
However, reasons such as changes of mind or subjective expectations unrelated to any information provided by CHAP Aubaines may not be considered as valid grounds for a return. In such cases, a partial refund or a gift card may be given at CHAP Aubaines' discretion.

Cancellation fees apply: $5 for orders of $49 or less and 10% for orders of $50 or more. You will be notified by email 14 days before refund.

According to Article 54.13 of the CPA, in the event of contract termination, we have 15 days to refund all payments made, and you must return the items in their original packaging within 15 days of termination or delivery, whichever is later.

 

7. Shipping Policy

For security reasons, any order over $200 or deemed valuable by our teams must be hand-delivered. If you are absent during the delivery, a card will be left in your mailbox.

Follow the instructions on the card to collect your package. Otherwise, check the delivery status using the Canada Post Track tool. Canada Post will let you know when and where to pickup your package as soon as this information becomes available. You will have 15 days to pickup your order at one of the many Post Offices.

 

8. Contact
For more information, contact us via Facebook Messenger, by email at commandes@chapaubaines.com or by calling 418 317 5111

We commit to process each request diligently, according to the principles of good faith stated in Article 1375 of the CCQ.

Please provide your order number, contact information, and a detailed description of the issue. Any personal information provided as part of a return or a support request is used according to privacy laws. To learn more about our privacy policy, click here.

Last Update: June 2025