Frequently asked questions (FAQ)
Find all the answers to your questions related to online shopping on RONA.ca, store locator, gift cards, in-store experience and online purchases.
PRICE OF PRODUCTS
To see prices on rona.ca, you need to select a store. You can use the store locator or the « enter your postal code » boxes found at various locations on the Web site. Price for lumber, plywood, and other construction material fluctuates with the offer and demand and other market movements. For these products, please contact your local store for pricing information.
WHY DO I HAVE TO SELECT A STORE?
RONA stores come in different styles, each with its own size and particularity: big box stores, stores that specialize in building materials, affiliated or independent hardware stores. Due to varying conditions in the different geographic markets, the prices and availability of products offered may vary from one store to another. Selecting a store allows our system to specify not only the price but also item availability for that particular store.
MY STORE « DOES NOT PARTICIPATE ON RONA.CA »?
When a store does not participate on RONA.ca, pricing and availability of products are unfortunately not available online (for that particular store). It is not possible to shop online and pick up your order at a non-participating store. Such is the case—currently—for stores under the Chester Dawe banner and former TOTEM and Pierceys stores. Contact your store for more information.
CAN I CHANGE STORE?
Yes. Use the store locator or click "Change Store" at the top-right side of the page. If you select more than one store, you will be able to use a "drop down menu" under "CHOOSE MY FAVORITE STORE". You can then switch from one store to another. Note that if you change stores, prices and availability shown on the website may vary for certain products and your shopping cart will be emptied.
DO I HAVE TO ENTER A POSTAL CODE EVERY TIME?
To ensure that your store remains selected during subsequent visits online, make sure you adjust your browser preferences so that it retains the "cookies" and temporary internet files for rona.ca. For technical support regarding this issue, please contact your browser’s customer service.
WHY CAN’T I FIND (THIS PRODUCT)?
Although rona.ca present a wide range of products , some are not available online. In addition to the articles on the website, RONA offers thousands of products that you can purchase either in store or by placing a special order with one of our suppliers. For more details, contact our in-store associates.
WHY CAN'T I ADD (THIS PRODUCT) TO MY SHOPPING CART?
If the button « ADD TO CART » is not available on the detailed product page, this means you cannot order this article online with the currently selected store. The product might be discontinued, out of stock, or in back order. We invite you to check availability with your store.
Please note some construction materials and building supplies cannot be ordered online.
HOW CAN I GET A CATALOG?
Subscribe to our E-News and receive: exclusive web promotions, product offers, discount coupons, contest alerts, and customized e-flyers.
DO YOU OFFER INSTALLATION SERVICES?
Yes! Many stores offer installation services. Use the store locator and check the box "installation services" to see stores in your area that offer the service.
Whether you are just sprucing up your house or giving it a complete makeover, call on RONA’s installation service and benefit from the expertise and professionalism of our certified contractor-installers. We hire only experienced and meticulous installers committed to providing you with a warm, functional and high-quality room.
For more information or to request an appointment, check out our Installation Sales and Services webpage.
I’VE SELECTED MY PROVINCE AND THE LOCATOR WON’T FIND MY STORE…
When you search by province, you must specify a city. Otherwise, the results will use the locator’s default settings (Boucherville, Quebec).
WHERE CAN I FIND A STORE’S CONTACT INFO?
After selecting a store, click on the INFORMATION link found at the top of the page to obtain the opening hours, phone number, address, and a list of services specific to that store. You can also find this information by using the RONA store locator . Scroll down below the Google map that pinpoints the store locations. You can get the opening hours and list of services available at the store by clicking "Detailed Data Sheet."
The rona.ca website is safe and secure. When you place an online order, a pre-authorization for the purchase price amount is obtained on the credit account that is used for payment to verify credit and to ensure that a valid card number has been entered.
These funds are held temporarily and will not be posted as an actual charge until your order is completed at store level when picking up your order or upon delivery. (Some stores request the payment be completed in store prior to the delivery. An in-store associate will call to set up a delivery time.)
If your order is not completed for some reason, this pre-authorization charge will automatically drop off of your account after a couple of days.
WHY WAS MY ORDER CANCELLED?
Sometimes an article appears in stock on rona.ca, but it is reserved or sold to another customer before our store can receive your order and check the availability of the item. Although we strive to keep an accurate inventory, errors are also possible.
For information regarding availability of products, methods of payment, and delivery options, refer to :
Prepaid cards are not recommended for online transactions on Rona.ca website. In case a prepaid card is used the pre-authorization amount will be withheld from the available balance of the card and will be released as per the card supplier institution terms.
WHAT IS A GIFT CARD?
The RONA gift card has no monetary value unless activated by RONA Inc. or by an authorized retailer. When purchased in store, the gift card can be activated for an amount ranging from $5 to $500. When purchased on rona.ca, the gift card can be activated for an amount of $25, $50 or $100. The gift card is redeemable upon the purchase of taxable goods and services at all participating RONA retailers. Please note that it is not accepted as a means of payment for orders made on rona.ca.
HOW CAN I CHECK THE BALANCE REMAINING ON MY GIFT CARD?
You may check the balance of your gift card by dialing 1-866-277-1704.
HOW DO I PLACE A CORPORATE GIFT CARD ORDER?
Call toll-free 1-877-599-5900 to speak with our gift card corporate order representative, Monday through Friday, from 8. a.m. to 4:30 p.m. (eastern time).
WHAT ARE THE TERMS AND CONDITIONS RELATED TO THE USE OF THE RONA GIFT CARD?
By activating and/or using this gift card, you agree to the terms and conditions specified herein, 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 at www.rona.ca. RONA Inc. and participating stores may not be held responsible for replacing or honouring 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. To check your card balance, please call 1-866-277-1704.
WHERE CAN I USE THE GIFT CARD?
The gift card can be used to its total value to pay for your purchases at all RONA and Réno-Dépôt authorized and participating retailers.
WHY CAN’T I ADD A GIFT CARD TO MY CART?
You need to select a store [hyperlink store locator] first in order to add a gift card to your shopping cart. You will provide the desired shipping address when placing the order.
I HAVE A COMMENT ABOUT A GOOD / BAD EXPERIENCE IN STORE; WHO DO I CONTACT?
Whatever your experience, we recommend that you discuss the issue with the store manager. You can also contact our customer service . As a result of the high volume of emails, the response time can vary. A representative will respond to your request as soon as possible.
If you have a time sensitive issue we suggest you call Customer Services at 1 866 283-2239 (Monday to Friday, 8 a.m. to 8 p.m. Eastern Time)